Acceptance evaluation in information technology service management : case study in banking organization

Abstract

This research aims to study the acceptance evaluation in the ITSM of the Ayudhaya Capital Services' employees in terms of factors affecting the acceptance evaluation in technology. This research applies the external factors and main factors from the technology acceptance model. The researcher has submitted the questionnaires as the research instrument to 226 employers using the ITSM system. Then, the results are analyzed into ANOVA, Correlation, and Regression Analysis in order to evaluate the relationship of variables and the effects of factors on the behavior of ITSM system usage. In conclusion, the factors of the perceived ease of use, computer skill, output quality, system support, and system quality are affective to the perceived usefulness, when job relevance and the perceived ease of use are not affective to the perceived usefulness. Moreover, the perceived usefulness does not affect the attitude of using the system and the intent to use, while the attitude of using the system does not effect on the behavior intent to use. Therefore, in order to contribute to the employees to using the system, the organization should make the employees acquire knowledge about the importance of using the system and the easy format to understand. Finally, there should be the course seminar for training the employees to learn about using the system leading to the more effectiveness for the organization in the future.