Application of a measurement model for the satisfaction of users of an academic information system: a case study at the Federal University of Rio Grande do Norte

Abstract

The information system provides the generation and dissemination of information an agile and effective process among different audiences. The Federal Universities of Brazil invest in the computerization of the processes seeking excellence in the activities. This article aims to apply the Satisfaction Evaluation model, developed by Ainin, Bahri and Ahmad (2012), in the users of the academic system of a University. The methodology used consisted of sending an electronic questionnaire to the students of the Federal University of Rio Grande do Norte and collecting 1658 responses that were analyzed using the Structural Equations Modeling. The study observed all the statistical criteria for validation, in addition to presenting a good level of adjustment, showing to be statistically adequate. The Perceived Utility factor had a greater impact on the determination of User Satisfaction, followed by Quality of Service, Quality of Information and System Quality.