Targeting implementation efforts for maximum satisfaction with new computer systems: Results from four human service agencies

Human service management needs to pinpoint the areas in which to concentrate computer implementation efforts in order to achieve maximum satisfaction with new systems. This study sought to identify the most salient factors affecting user satisfaction in management and client oriented computer systems in human services. Along with commonly used factors to assess user computer satisfaction (UCS), congruence with human service norms was added. UCS was evaluated in newly implemented computer systems in four human services. Two had introduced management oriented systems and two had introduced client oriented systems (N = 517). Hierarchical regression was conducted to assess the relative effects of four classes of variable (user, environmental, process, and system), on UCS. Contrary to expectations, results show that the two types of system were analogous with respect to contributing variables to UCS. Preparedness, importance to management, integration, usefulness, and technical support best predict UCS. Moreover, the systems did not differ with respect to congruence with human service norms, and this variable did not load on the regression. A discussion of the implications of these findings for implementation theory and human service management concludes the paper.