Evaluation of User Satisfaction Towards WfMS Implementation in Indonesian Food Company Using Structural Equation Modeling

XYZ company implements Workflow Management System (WfMS) to make business processes more efficient. Unfortunately, current WfMS evaluation only inspects operational side, but neglects user satisfaction as critical success factor. This research refers to Poelmans's model to evaluate factors influencing employee satisfaction with WfMS by performing PLS-SEM. Results show that input quality has the most positive relationship with system quality, while perceived usefulness is determined by information and system quality. Perceived use, information quality, and system quality increase user satisfaction. Service quality and WfMS dependency had no significant effect. Since this research is limited to general business processes in manufacturing companies, future research should address deeper analysis by comparing user satisfaction among specific characteristics and different complexity level of business processes.