Investigating the Impact of Customer Information System Satisfaction on Task Productivity with Moderating Effect of Training. Case Study: SAMSUNG Household Appliances Sales Representatives in Tehran

Customer information system (CIS) is a system used by an organization to help employees to obtain customer information effectively. Satisfaction of users of a system will lead to improve task productivity and allow employees to fully utilize the system. The research examined the relationship between users’ satisfaction factors towards task productivity of CIS implementation and how training moderate this relationship. A total of ۱۴۹ respondents which consist of the Samsung’s employees in Tehran responded to the questionnaire given. The PLS software was used to analyze the data due to the unusual nature of some of the variables in the research. Findings showed that the two factors (Ease of use and Content) has a significant relationship towards task productivity of CIS, but the format variable does not have a significant relationship over the performance of the customer information system. The results also indicate training significantly moderate the relationship between ease of use in the CIS and task productivity. Suggestions for future studies also presented in this paper.

Keywords:

Customer Information , CIS , PLS software