Abraham Maslows Hierarchy Of Needs

Published Date: 02 Nov 2017

CHAPTER 1

INTRODUCTION

Background of Study

UiTM, Malacca City Campus were establish base on the national agenda collaborated with the Chief Minister and Vice Chancellor and be recommended by the Prime Minister and Deputy Prime Minister of Malaysia that want to achieve 200,000 student by 2010. On 2010, the students in UiTM is 157,000, therefore the target by 2015 is 250,000 students. UiTM Malacca City Campus was inaugurated on March 26, 2007 by the Honourable Chief Minister Datuk Seri Mohd Ali bin Hj Mohd Rustam. UiTM Malacca City Campus, located at Jalan Hang Tuah, Malacca was commissioned with the preparation of management at December 15, 2006 and led by 11 administrative staff. While academic activities began on January 3, 2007. Until June 2011, UiTM Malacca City Campus now has a number of non-academic staff of 119 people and the academic staff of 188 people.

Management UiTM Malacca City Campus is under the management Rector UiTM Malacca, Datuk Prof. Prof Dr. Mizan Hj. Black and assisted by the Deputy Rector of Malacca City Campus Prof Mohd Zainud-din Hassan. Malacca City Campus includes 16-storey building and is equipped with lecture rooms, computer labs, offices Administration, Academic Affairs, Student Affairs, Treasurer, Safety Unit, and the Development and Facility Management, as well as a resource center, room meeting, an auditorium, a surau, cafeteria and student center. In 2009 the UiTM Malacca City Campus has rented two floors in the building Malacca Water Company Limited which is adjacent to Malacca City Campus building. UiTM Malacca City Campus is also expected to hire three more floors of the building to accommodate students who have reached a total of 4500 people in 2011.

In UiTM Melaka City Campus, the impact of information system toward job satisfaction was focus in system quality, information quality and service quality. Quality in an organization is defined by (Gorla, Toni and Wong, 2010) in term of quality as excellence, quality as value, quality as conformity to specifications and quality as meet employee satisfaction. It also can be determine by Becker & et.al (2006) which quality is ongoing process of building or relationship by assessing, fulfilling stated and implied needs. Based on the from using the information system that apply in UiTM Melaka City Campus towards their staff, it can be use to motivate employees job satisfaction in accomplish their work.

Job satisfaction has been described as the degree to that operatives have a affirmative affective orientation towards occupation by the association (Chen, 2008). Even the information systems can bring the effectiveness towards the UiTM Melaka City Campus and staff itself but by this research also can investigate whether the information system also can bring the implications or not. Therefore, this study is proposed to study the impact of information system implementation on job satisfaction among non-academic staff at UiTM Melaka City Campus.

Problem of the Statement

Nowadays, the innovation was leads the progress of the organizational business process, the importance of information system are to plan and systematize all their strategic process for the organization as it can give the impact towards the job satisfaction. However, by using of technology such as the information system is one of the most important factors which bring the impact towards job satisfaction among the employees in the organization. As the growth of the business functions, the information system will not give only the benefits for faster and easy connected towards others communication around the world but also for the creative transformation, distribution and use of information via technology. UiTM provides information system to their employees to ensure, it can give impact on job satisfaction toward employees. In UiTM Melaka City Campus, the non-academic staffs also using the information systems to perform their job as brings the effective and efficient business process towards its organizations. Thus, using of information systems will be successfully continuance intention to use if the staffs are feels fulfilled when using those information systems. According to Bhattacherjee (2001), information system continuance aim is directed by satisfaction and observed usefulness and confirmation which the fulfillment and observed usefulness are exceedingly influenced by the user’s anticipation being encountered or met.

Based on Chen (2008), he notifies that the job satisfaction also impressed by work such as job characteristics, internal compensation and organizational characteristics. This statement can be support by Glisson and Durick (1988) indicated that the main factors outcome on job satisfaction are the operative himself or herself encompassing operative confidential demographic variables, aptitude and confidential traits, work and organizational characteristics. In addition, researcher also looked at three other aspect of structure related to the total organization, size, centralization and complexity.

According to Sadiq & et.al (2012), in order to organize the company it could be have a several problem which is human resource have an increased capacity not only to gather information, but also to store and retrieve it in a timely and also effective manner. This statement can be proved by Hevner (2004) organization must be managed if an information system is to achieve its stated purpose, improving the efficiency of an organization. The capabilities of the IS where by its work systems, its people, its development and implementation methodologies is come together to determine the purpose is achieved.

Job satisfaction affirmatively affects operative working performance and organizational commitment, and negatively influences employee turnover (Chen, 2007). Result found by Ahmad, (2010) indicate that job satisfaction can give a strength of individual with involvement in an organization. It can represents an individual’s like or dislike for any behavior job satisfaction is a pleasurable or positive emotional state resulting from the appraisal job and job experience. This also can be sustain by Diala and Nemani (2011) which also found a low level of job satisfaction can reflect to the organization’s bottom line as the cost associated by looking at what an organization spends hiring and training new workers. Therefore, this discover is vital to recognize how the information system can gives impact on the job satisfaction in the association of UiTM Melaka City Campus.

Research Objectives

To identify the level of job satisfaction among the non-academic staff at UiTM Melaka City Campus.

To investigate the relationship between system quality on job satisfaction among non-academic staff at UiTM Melaka City Campus.

To determine the relationship between information quality on job satisfaction among non-academic staff at UiTM Melaka City Campus.

To examine the relationship between service quality on job satisfaction among non-academic staff at UiTM Melaka City Campus.

Research Questions

What are the levels of job satisfaction among the non-academic staff at UiTM Melaka City Campus?

Is there has a relationship between system quality on job satisfaction among non-academic staff at UiTM Melaka City Campus?

Is there has a relationship between information quality on job satisfaction non-academic among staff at UiTM Melaka City Campus?

Is there has a relationship between service quality on job satisfaction among non-academic staff at UiTM Melaka City Campus?

Significance of Study

By looking at its objective, this research is designed to derive a set of advantages and outcome as followings:

Researcher.

It can be recognize that the job satisfaction of top management and employee towards information system must be taken when integrating information system in an organization. After studies, researcher will be able to determine what exactly the factors of information that give impact toward employee.

Organization.

We can know what are the real problems faced by the organization after use the information system. By using the questionnaires and survey, this type of study we will be capable to know the exact facts and result concerning it.

Employee.

This research is very meaningful for researcher itself. Thus, researcher will be able to find out the factor of information system towards the job satisfaction. Therefore, it is hoped that employee will be exposed through the using of information system in an organization.

Scope of Study

The scopes of this discover identifies the population that involved in this study which consist the non-academic staff from different departments at UiTM Melaka City Campus. This study is focused on 121 employees who are using the system in their job at UiTM Melaka City Campus. The employees are from nine departments which is Administration Department, Academic Affairs (HEA), Student Affairs (HEP), Treasurers Unit, Office Development and Facility Management, IT Units, Library, Islamic Though & Understanding (CITU), Unit of Corporate Communication & Unit of Quality Management and Unit of Police Assists. The grade of employee position is from N1 until DM54. There are 18 employees from Administration Department, 11 employees from Academic Affairs (HEA), 24 employees from Student Affairs (HEP), 6 employees from Treasurers Unit, 15 employees from Office Development and Facility Management, 6 employees from IT Units, 11 employees from Library, 2 employees from Islamic Though & Understanding(CITU), one employees from Unit of Corporate Communication & Unit of Quality Management and 27 employees from Unit of Police Assists.

Definition of Terms

The following are the definition of terms and it is based on the study of "The Impact of Information System (IS) Implementation on Job Satisfaction".

Information System

A combination of hardware, software, infrastructure and trained personnel organized to facilitate planning, control and decision making in an organization (Nagib & Belkis, 2002). The meaning of ‘information system’ has been growing in diversity and complexity.

System Quality

Quality of outputs the information system produces which can be in the form (Gorla & et. al, 2010).

Information Quality

The desirable characteristics of the system outputs such management reports and Web pages (Petter & et.al, 2008)

Service Quality

Degree of discrepancy between customers’ normative expectations for service and their perception of service performance (Gorla & et.al, 2010).

Job Satisfaction

Job satisfaction can be defined as the agreement between an individual’s totality of attitudes, interest, behavioral pattern, emotional responses and other (Nemani & et.al, 2011). Satisfaction of a worker’s emotional response to different job related factors resulting to finding confidence, various positive, opportunity including the recognition and appraisal of employee’s.

Conclusion

The chapter introduced by the researcher and emphasized several topics related to the study itself. In this study, there are focused on non-academic staff for different departments in UiTM Melaka City Campus. A job satisfaction was important to produce productivity and effectiveness on their works in an organization. Other than system quality, information quality and service quality play an important role to determine the employee job performance in order to achieve job satisfaction productivity. This chapter was discussed four research objectives and four research questions. Furthermore, this chapter also explained the significance and scope of the study, and the last part explained the definitions of terms used in this study.

CHAPTER 2

LITERATURE REVIEW

Introduction

The previous chapter provided the introduction of study, the background study, problem statement, research objectives, research questions, scope of study and significant of study.

This chapter the researcher intends to provide an overview of the impact of information system implementation on job satisfaction among staff at UiTM Melaka City Campus. This chapter begins with the definition of information system, job satisfaction and Abraham Maslow’s Hierarchy theory. Following this section, it covered some importance topics such as system quality, information quality, and service quality. In supplement, this chapter debates the theoretical framework for this study.

Job Satisfaction

As the starting point in this chapter, the discussion on the explanation of job satisfaction will carried out which is appears to vary in the understanding of preceding researchers. First of all, job satisfaction are fairly complex job-related approach variable. Job satisfaction can be described the resulting from the incumbent’s comparison of actual outcomes with the outcomes as an affective or emotional respond to the job (Buitendach & Witte, 2005). Job satisfaction is defined as the employee’s job appraisal consequence of their affirmative emotional reply as well as fulfilling or congruent with the individual’s benefits (Morris & Venkatesh, 2010). On the other hand, Webster’ dictionary (1986) define job satisfaction as on how well a job provides fulfillment of a need or want and also means of enjoyment. At the same time, there is also need the attitudes concerning assorted aspects of their job like the type of work they do also their coworkers, and supervisors.

Abraham Maslow’s Hierarchy of Needs

Abraham Maslow’s "Hierarchy of Needs" according to Saif, Nawaz, Ali Jan & Khan (2012), a scrutiny of the "commonly-cited" theoretical models reveals that these are disparate sights of the similar reality. Most of the debates concerning theories of job satisfaction initiate by Maslow’s theory of "Hierarchy of Needs" (1943). Then, according to Booysen (2008) argues that the basis of this model is the individuals will find out satisfy of the innate needs and wants they have. In addition, these innate needs and wants have a built in prioritizing system which are being referred to the hierarchy of needs.

Then, the Abraham Maslow’s Hierarchy of Needs are desires of an individual subsist in a rational order and the basic lower level are have to be satisfy before those at higher levels that it is relates with the supplementary a job allows for development and gaining of higher level desires, the extra liable the individual is to report satisfaction with individual job (Worrel, 2004). Therefore, the Maslow’s Hierarchy of Needs theorized that satisfaction could be conceptualized as a pyramid with five different horizontal levels which is have to maintained that the lower needs had to be met before the individual could be motivated to achieve the next level (Brown, 2009).

Support to Brown (2009), the basic needs which are the lowest level in the pyramid include the physiological necessities. Then, the next level consists of physical safety and financial security and then the third level consist of love and acceptance of peoples. Next, the fourth level include of recognition by peoples. Lastly the top level in the pyramid included of self actualization which is consist self development and autonomy. In addition, Worrel (2004) argues that Maslow’s Hierarchy of Needs views of job satisfaction were established on the five period ideal of human needs. The lower stage is the basic life sustaining needs and second stage included of physical and financial security and third stage consisted needs of social acceptance. Then, the fourth stages are integrated self actualization needs.

Figure 2.1 Maslow’s theory of "Hierarchy of Needs" (1943)

Self Actualization Satisfaction

Self actualization needs that are the top in the level of Maslow’s need theory encompass of comprehending one’s full potential or self progress that the pinnacle of one’s calling (Ololube, 2006). Furthermore, same with the Booysen (2008) which argue the self actualization is the highest need which drives employees to look for achievement, track a useful life in the organization and ultimately in society which is the employee will continue to seek jobs that are challenging and creative in their pursuit for self actualization.

Then, according to Worrel (2004) that the job satisfaction occurs after one’s needed for development and self actualization are encountered by the individual’s job. Besides James (2011), it is concerning quest for grasping one’s full potential as an individual that they trusted having recurrent occurrences of top experiences that are energized moments of profound happiness and harmony. He added that is according to Maslow, merely a tiny percentage of the populace reaches the level of self actualization. Moreover, this involves struggling for health, hunting for individuality or identity and autonomy and yearning for quality (Usmanij & et.al, 2012).

The self actualization concept according to Maslow refers the individual are needs for self fulfillment, namely and the tendencies in order to become actualized of what they are potentially (Cuirrin, 2007). However, according to Maslow (1954), the common feature of the needs for self actualization that is their rise normally rests on a little prior satisfaction of the physiological, safety, love and esteem needs. In supplement, self actualization needs are the entails the ability of opportunities as it occupies the final level at the top of the triangle that should allow employees to grab their maximum occupation possible (James, 2011).

Social Satisfaction

Social Needs are individuals connected to contact with others that could contain friendship, giving and receiving love also belonging to group (James, 2011). Moreover, individuals motivated at the social needs level in the hierarchy have satisfied both their physiological and safety needs (Cuirrin, 2007).

However, social needs are the employees look for to form social relationships within and outside of the organization and this often to job satisfaction and then the employees often value the receiving of coworkers in the organization that are refers to psychological needs (Booysen, 2008). Further, Cuirrin (2007) refer to his results that were consistent with Maslow’s theory of need which is squabble that who are attempted to confirm the association amid physiological condition, involvement in a romantic connection and the quality of love in a relationship and the quality of love in a relationship.

The importance of social needs should not be underestimated in an organizational setting, particularly so for graduates whose colleagues and supervisor are a vital source of social support (Cuirrin, 2007). Therefore, there is need to cause a feeling of acceptance, fitting in, plus area by underpinning team dynamics, arranging team-based undertakings and social events such as social activities, friendships, sense of belonging and affection. That can offer opportunities for individual to socialize are the one factor which can make employee work as a team (James, 2011).

Job Characteristic (Hackman and Oldham 1975)

Job related is attributes or factors by job characteristics. Job characteristics model are proposed by Hackman and Oldham (1975) which the model describes the five (5) core job dimensions (skill variety, task identity, task significance, autonomy and task feedback) that are presently one of the most usually utilized instruments for describing job that can excite employees to experience critical psychological states, that affect personal and work outcomes (Chen, 2008). Indeed, in the few study, Hackman & Oldham, 2005, the theory argues core characteristics task have strongest impact once employees have elevated desire for growth and personal development at work. That is exposed of the Hackman and Oldham's (1980) original formulation of job characteristics theory that the consequence of the job redesign were affected little moderators that is the difference to that assorted operatives desire individual or psychological progress and next the clarity of tasks leads to higher job satisfaction because larger act clarity creates such workforce, which is extra satisfied with, committed to, and encompassed in work (Saif, Nawaz, Jan & Khan, 2012).

According to Morris & Venkatesh (2010) and claim by Chen (2008), job characteristics are drawn from job characteristic model by Hackman & Oldham 1980 and consist of the following five constructs which is task significance, defined as the extent to which a job has encounter on the lives of people in an organization or society in general. Then, the definition of task identity is the extent to which a job involves completing a whole identifiable outcome. Next, is skill variety as the extent to which job requires the use of different talents. Meanwhile, autonomy is defined as the extent to which a job provides the employee with discretion to decide how the work is complete and to set the schedule for completing the work activities. Lastly, the feedback to be defined as the extent to which carrying out the work activities provides the employee with clear information about employee performance.

The theory is not predictable to work with equal effectiveness for all individuals. In particular, individuals with strong value and desire individual feelings of accomplishment and development have to react extremely affirmatively to a job elevated in inspiring possible and next the people who do not worth confidential development and accomplishment could find such a job apprehension arousing and could be uncomfortably stretched by it (Hackman and Oldham, 1974). Chen (2008) argued that perceptions of skill variety, task identity and task significance enable the worker to understand the meaning of the job. Moreover perceptions of autonomy can reinforce employee sense of responsibility considering work outcomes. Finally, perceptions of feedback aid employees to forecast the probable results of the job.

Job

Characteristics

Skill Variety

Task Identity

Job Satisfaction

Jo

Task Significance

Autonomy

Task Feedback

Figure 2.2 Job Characteristic Model by Hackman and Oldham (1975)

DeLone and McLean Success Model

The DeLone and McLean IS Success Model, though published in 1992, was based on theoretical and observed Information System(IS) research conducted by a number of researchers in the 1970s and 1980s (Petter, 2008). DeLone and McLean Model of Information Systems (IS) is one of the most cited and regularly used models in the Information System literature. Generally, the model has been used mainly to explain Information System success at the individual level of analysis (Wang & Liao, 2008).

Based on previous researcher (Ephraim, 2009) there are six(6) variables or components of information system (IS) which is use, user satisfaction, system quality, information quality, individual impact and organizational impact. Although this variables will attempted to clarify the relationships between the IS success and their impact of newer information technologies. According to Wang & Liao (2007) was makes two significant offerings to the perceptive of information system which it furnish a scheme for categorizing the multitude of information system success that measures that have been utilized in the research literature.

According to Wong and Arjpru (2007), DeLone and McLean model in the academic literature, it seemed appropriate to coordinate the studies of information system success that were discovered employing its taxonomy. The findings from observed studies on information system success are organized by success construct or dimensions. Therefore by coordinated these studies in this manner, it can help to examine for every single of the proposed relationship inside the D&M model.

Use

Individual

Impact

Organizational

Impact

System

Quality

User

Satisfaction

Information

Quality

Figure 2.3 DeLone and McLean (1992) Model

DeLone and McLean proposed the model of Information System success shown in Figure 2.3. The model makes important contributions to the understanding of information system success. It suggests a model of temporal and causal interdependencies between the categories (Petter, 2008). Since 1992, a number of studies have undertaken empirical investigations of the multidimensional relationship amid the measures of information success. Researcher develop an IS success model in that these categories are interconnected to construct. This model proposes that system quality and information quality together affect both use and user satisfaction. (McLean, 2009).

Intention

To Use Use

System

Quality

Information

Quality

Net Benefits

User

Satisfaction

Service

Quality

Figure 2.4 DeLone and McLean (2003) Model of IS Success

Based on the previous study, the updated Information System (IS) model wants to understand these counseled modifications to their ideal, reviewed empirical studies that had been gave across the years as 1992 and adjusted the early model. The updated model is shown in Figure 2.4 (Delone, 2003).

This updated IS accomplishment model consented the Hastie et al. (2003) recommendation to contain service quality as a construct. One more update to the model addressed the criticism that an information system can alter levels supplementary than individual and organizational levels. Other than that, IS success was affects workgroups, industries, areas, DeLone and McLean substituted the variables, individual impact and organizational impact, thereby accounting for benefits at some levels of analysis. This revision allowed the model to be requested to whatever level of analysis the researcher in order to consider the most relevant (Halone et al. 2009).

In 2008, Petter led a research that the DeLone &McLean model has additionally been discovered to be a functional framework for organizing IS success measurements. It is because the model has been extensively utilized by IS researchers for understanding and computing the dimensions of IS success. Furthermore, each of the variables delineating success of an information system was consistent with one or extra of the six main accomplishment dimensions of the notified model. The six(6) dimensions of accomplishment were encompassing such system quality, information quality, service quality, system use, user satisfaction and net benefits (Delone, 2003).

However, DeLone and McLean (2004) requested their accomplishment model to assess the achievement of e-commerce systems. From an e-commerce perspective, the key users are clients and provider. Based on Neezam (2005) also are adapted the model for use in assessing e-learning course. Further, Hastie (2006) utilized the model after they assessed the efficiency and accomplishment of e-learning data arrangement from the viewpoint of associations and their employees.

Information System

The meaning of information systems has been producing in complexity, range and diversity (Nagib & Belkis, 2002). Based on Vassilios and Prodromos (2012) was described that information system could be defined in terms of two perspective where as functional perspective is based on implementing for the purpose storing, recording and dissemination as well as for the supporting of inference making. Secondly from a structural perspective has been seen the information system consists of a collection people, processes, data and some organizational purpose or function

From the past researcher, (McGill & Hobbs, 2003) notes that Information System request can honestly be believed as a "success" when a comprehensive number of users have utilized the Information System (IS) on a endured basis. According to the works, Information System Implementation can truly be expressed as a "success" after a momentous number of users have advanced from an early adoption to employing the Information System on a endured basis (Bhattacherjee, 2001).

On the other hand, Wang & Liao (2008) also indicates that the measurement of information system effectiveness has been extensively examined across the information system research community. Moreover, DeLone and McLean (1992) comprehensively studied the disparate information system accomplishment measures and counseled a six-factor information system success model as a taxonomy and framework for computing the complex dependent variables in information system research.

From Chen et al. 2004; Chiasson & Lovato 2001; Jones et al. 2002; Venkatesh et al. 2003; Wixom & Todd 2005 have shown in spread studies of knowledge adoption and knowledge acceptance. From the researchers Wong & Arjpru (2007), indicates from Bhattacherjee (2001) was the early researchers to counsel a Post-Acceptance Model for Information System Continuance. His model seeks to clarify users’ aim and goal to tolerate employing the system. Even though his model is considered to be the most extensively quoted and influential model in clarifying an information system continuance intention (Centefelli & Benbasat 2003; Cheung & Limayem 2005; Koppious et al. 2005), it is incomplete in clarifying the use of the system for a particular cluster of users, most chiefly, users who are operatives in association, employing the arrangement to present their jobs. This is because his model emphasizes satisfaction as the main reason provoking the users’ intention to tolerate employing the system.

System Quality

According to Gorla & et.al (2010), system quality represents the quality of the information system processing itself, that includes multimedia and data components, and it is a compute of the extent to that the system is technically authoritative. It is also characterized by employment of state of the art technology, then a system offering key functions and features which denoted as information system excellence and software that is user friendly and easy maintainable which denoted as Information System value.

Seddon (1997) indicates that system quality is concerned whether there are bugs in the system, the consistency of user interface, ease of use, quality of documentation, and also quality & maintainability of plan code. This statement can be proved accordingly to DeLone and McLean (2003), every single of the variables delineating success of an information system was persistent with one or extra of the six main accomplishment dimensions of the notified model. One of the dimensions of accomplishment contain of system quality that is delineate as the favored characteristics of information systems. For example, ease of use, system flexibility, system reliability and ease of discovering, as well as features of intuitiveness, refinement, flexibility and response times.

Other than that, DeLone and McLean (2003) as well uttered that system quality is measured by qualities such as ease of use, functionality, data quality, flexibility and integration. As Sedera and Gable (2004) develops and validates an comprehensive instrument for system quality that arise in nine qualities that are ease of discovering, user necessities, arrangement features, arrangement accuracy, flexibility refinement, integration and customization.

Information Quality

The ISO 9000:2000 average defines quality as the "degree to that a set of inherent discriminating features fulfils needs or expectations that are uttered, usually implied or obligatory" (International Association of Standardization, 2000). This statement can be upheld by Schee & Trumpold, 1996 uttered that in accordance with this meaning quality information comes from the contradiction of the actual and the nominal condition of a quality criterion. Next a quality data arrangement certainly is an instrument for grasping such quality information. In many cases quality information is not obtainable undeviatingly, but it has to be derived from supplementary raw data. Consequently in the pursuing data is considered as quality-relevant, if it can be utilized to compass quality data (Sommer, 2002).

Based on Forza (1995), the dimension "quality data systems" considers information flows and data technologies that prop managers and operatives in their activities in order to enhance quality performance. Information technologies are separated from data flows, as information flows can take locale even lacking information technologies and the attendance of information technologies does not necessarily promise the attainment of information flows.

Service Quality

According to Gorla & et al. (2010) indicated that service quality can be described as the degree of distinction amid customers’ normative expectations for service and their perceptions of service performance. This can be proved by Levesque and McDougall (1996) notes that the attention is mainly driven by the realization that elevated service quality results in customer satisfaction, larger willingness to counsel to someone else, reduction in complaints and enhanced clients or customers retention rates.

In contrast, service quality is a main impact on a customer satisfaction as customer buy products or services and on whether they tolerate to do so. As a result, precise and reliable instruments that assess service quality are of attention to firms whose revenues come in finished or portion from service delivery. Currently the most accepted and infinite of service quality instrument is Servqual (Landrum et al. 2009). This statement can be proved by the seminal work on service quality is that of Parasuramaner al. (1988), that finalized in the progress of the Servqual instrument (Gorla et al., 2010).

According to Landrum et al. (2009), Servqual is recognized on the proposition that service quality can be measured as the separation with the service that customer anticipate and the presentation they perceive to have received. Service quality is approximated as the antagonism in two scores whereas larger service quality aftermath in a tinier gap (Landrum, Prybutok, Kappelman& Zhang, 2008). From the past researcher (Buttle, 1996), Servqual is created on the think that the customer’s assessment of service quality is frank that is service quality is gave as a multidimensional construct. In their early formulation Parasuraman et al. (1985) recognized ten constructions of service quality that are reliability, responsiveness, competence, admission, courtesy, contact, credibility, protection, understanding or knowing the client and tangibles.

Although Servqual was industrialized inside the marketing sector, it additionally is utilized in a collection of organizational settings, encompassing libraries and data center’s (Kettinger& Lee, 1994; Nitecki, 1996). Furthermore, Hollis (2009) uttered that as service quality bet on the coalition of client expectations with customer perceptions, it is appropriate to examine service quality by subtracting anticipated from observed service. One then achieves an finished compute of service quality by averaging the scores of all items (Brown, Churchill & Peter, 1992).

In the present, Gorla & et al. (2010) the service quality constructs was measured by four indicators that are reliability, responsiveness, assurance, and empathy. Scale items were adopted from Pitt et al. They utilized four constructs for service quality as challenged to the five constructs utilized by Pitt et al. that are dropped the ‘tangibles’ construct. The rationale for this way is that the compute for the ‘tangible’ dimension had low reliability in the discover of Pitt et al. (1995), and their choice is consistent with the choices of preceding researchers (Kettinger and Lee, 1997; Carr, 2002) who excluded tangibles dimension in IS adapted service quality measurement. It can be supported by Landrum (2009), that states as the significance and size of the service sector of the globe economy grows, the discover of services and change are becoming increasingly important. Services are distributed regionally, nationally and globally and are increasingly becoming a larger serving of countless organizations’ revenue company services aimed at enhancing presentation need reliable methods of measurement, assessment and enhancement (Spohrer & Maglio, 2008).

Dependent Variable

Independent Variable

Job Satisfaction

(Ling-Hsiu Chen, 2008)

*Self-Actualization Satisfaction

*Social Satisfaction

*Job-Related Satisfaction

Information System (IS)

(DeLone and McLean)

*System quality

*Information quality

*Service quality

Figure 2.5 Represent the Theoretical Framework for the Impact of Information System Implementation on Job Satisfaction among Non-Academic Staff at UiTM Melaka City Campus.

Research Hypotheses

In conducting this study, several hypotheses were formulated from research questions. It is as follow:

H1 Higher system quality has a relationship with higher job satisfaction among non-academic staff at UiTM Melaka City Campus.

H2: Higher information quality has a relationship with higher job satisfaction among non-academic staff at UiTM Melaka City Campus.

H3: Higher service quality has a relationship with higher job satisfaction among non-academic staff at UiTM Melaka City Campus.

Conclusion

This chapter reviews the literature or work of employee job satisfaction and the encounter of information system. The theoretical frameworks were shows the relationship of job satisfaction and information system. There were shows relationship between two variables for the study and also including the definition of related term that being used by researcher.

CHAPTER 3

METHODOLOGY

Introduction

This chapter describes the research design, sampling frame, population, sampling technique, sample size, unit of analysis and data collection. The purpose of this study is to explore and recognize the impact of information system (IS) implementation on job satisfaction among staff at UiTM Melaka City Campus. Then, this chapter is concluded with the design for the data analysis.

Research Design

This research approach is adopted for the exploratory study. Exploratory research aims the undertaken to better comprehend the nature of the problem since very few studies might have been conducted in that area Sekaran (2009). It could use a collection of methods such a as trial studies, interviews, group discussions, experiments, or supplementary method for the purpose of gaining and obtaining the information.

Moreover, causal research also knows as experimental research explores the effect of one thing on another and more specifically, the effect of one variable on another. Besides that, causal research conducted to establish cause and affect relationships among variables Sekaran (2009). According to Salkind (2012) correlation analysis can aid to institute the attendance of a connection amid variables, but it does not provide any reason to believe that variables are because normally connected to one another. The objective of this research is used to compute what impact a specific change will have on existing norms and allows market researchers to predict hypothetical scenarios.

Population

The populations can be defining in terms of demography, geography, occupation, time, care requirements and diagnosis. According to Sekaran (2009), population was described as the target peoples, events or things of attention that researcher wants to evaluate. The current list of the staffs is categorized from each department which is consists from the top management to the lower management level were obtained from the head of administration officer from Administration department. The population for this study was the non-academic staffs who working in UiTM Melaka City Campus, Melaka.

However, the study also will be focused for 9 departments which Administration Department, Academic Affairs (HEA), Student Affairs (HEP), Treasurers Unit, Office Development and Facility Management, IT Units, Library, Centre for Islamic Thought & Understanding (CITU), Unit of Corporate Communication & Unit of Quality Management and Unit of Police Assists. The study also focused on permanent staffs and those who have working experience 3 years and above. In Table 3.1 shown the total of population are 121 of the non-academic staffs at UiTM Melaka City Campus, Melaka. The characteristic of the population are aged 25 to 55 years old.

Table 3.1 The Total of Population is 121 of the Non-Academic Staffs at UiTM Melaka City Campus, Melaka

Type of Departments

Number of Employees

Percentage (%)

Administration Department

Transportation Unit

Academic Affairs (HEA)

Student Affairs (HEP)

Health Unit

Sports Unit

Co-curriculum Unit

Non-Residence & College Management

Treasures Unit

Office Development & Facility Management

IT Units

Library

Centre for Islamic Thought & Understanding(CITU)

Unit of Corporate Communication & Unit of Quality Management

Unit of Police Assists

12

6

11

7

5

2

2

8

6

15

6

11

2

1

27

14.88

9.09

19.83

4.96

12.4

4.96

9.09

1.65

0.83

22.31

Total

121

100

Source: UiTM Melaka City Campus, Melaka (2012

Table 3.2 Krejcie & Morgan 1970

N

S

N

S

N

S

N

S

N

S

10

10

100

80

280

162

800

260

2800

338

15

14

110

86

290

165

850

265

3000

341

20

19

120

92

300

169

900

269

3500

246

25

24

130

97

320

175

950

274

4000

351

30

28

140

103

340

181

1000

278

4500

351

35

32

150

108

360

186

1100

285

5000

357

40

36

160

113

380

181

1200

291

6000

361

45

40

180

118

400

196

1300

297

7000

364

50

44

190

123

420

201

1400

302

8000

367

55

48

200

127

440

205

1500

306

9000

368

60

52

210

132

460

210

1600

310

10000

373

65

56

220

136

480

214

1700

313

15000

375

70

59

230

140

500

217

1800

317

20000

377

75

63

240

144

550

225

1900

320

30000

379

80

66

250

148

600

234

2000

322

40000

380

85

70

260

152

650

242

2200

327

50000

381

90

73

270

155

700

248

2400

331

75000

382

95

76

270

159

750

256

2600

335

100000

384

Note: "N" is population size

"S" is sample size.

Sampling Design

The main sampling method used was purposive sampling, that is a probability sampling technique. Probability sampling was the most normally utilized because of participants is ambitious by chance. It also can ensure the specific group is represented, even proportionally, in the sample by selecting individual from strata list. This kind of sampling used when the likelihood of selecting any one member of the population is known. The method of sampling use is stratified sampling. In other words, the examples have the comparable characteristic of the population and divided based on locale of the population.

The samples category are been taken from the non-academic staffs of nine different departments of UiTM Melaka City Campus. Items are collected at random from each category, in proportion to the size of the category relative to the population. Besides that, the stratified sampling most representative sampling design by Sekaran (2009). The advantage of the stratified sampling is ensures a high degree of representatives of all the strata or layers in the population.

Sample Size

Sample size was important in order to determine the number of respondents involved in this study. According to Sekaran (2006) the study of a sample rather that the entire population is more likely to produce more reliable results. Therefore, the population of this study were consists of the every department which have top management, middle management and lower management level in UiTM Melaka City Campus. The sample size was acquired from the table of Krejcie and Morgan (1970) that simplified the sample size decision in order to ensure a good decision for sample size. Therefore the sample size for this study was 93. In Table 3.3 shown the total sample size required is (N=92) based on table Krejcie, Robert V., Morgan and Daryle (1970).

Table 3.3

The Total Sample Size is 93 of the Employees at UiTM Melaka City Campus.

Type of Departments

Percentage (%)

Sample Size

Administration Department

Transportation Unit

Academic Affairs (HEA)

Student Affairs (HEP)

Health Unit

Sports Unit

Co-curriculum Unit

Non-Residence & College Management

Treasures Unit

Office Development & Facility Management

IT Units

Library

Centre for Islamic Thought & Understanding(CITU)

Unit of Corporate Communication & Unit of Quality Management

Unit of Police Assists

14.88

9.09

19.83

4.96

12.4

4.96

9.09

1.65

0.83

22.31

14

8

18

5

11

5

8

2

1

21

Total

100

93

Data Collection Method

The method of data collection which was utilized in the study is primary data collection. Primary data refer to the original reports of the early work or experience. Data collection was one of the major element of research that enable data to be accumulated. The data for this study were collected through a questionnaire. An important source of basis data is survey method. The types of surveys are used to collect the data are by personel or confidential, mail, internet and telephone. Therefore, the survey method is selected because easier to find the data or information that need to suit for the purposes. It is because the respondents feel free answers the question based on the chosen topic and no need to set up interview appointment. Other than that, the researcher distributed the questionnaires to the appropriate number of respondents at UiTM Melaka City Campus, Melaka. Generally it is relatively quick to collect information using a questionnaire. Therefore, questionnaires save time because individuals can complete them without any direct assistance or intervention from the researcher.

Instrument

The research instrument for this study was a set of questionnaire. The questionnaire was distributed to the respondents personally. Together with the questionnaire, the respondents consented a cover letter which explains the objective or goal of the study. Thus, the questionnaire was used to obtain the impact of information system implementation on job satisfaction among non-academic staff at UiTM Melaka City Campus. The questionnaire comprises three(3) sections which using 5-point Likert scale from "strongly agree"(5), "Agree"(4), "Neutral"(3), "Disagree"(2) to "strongly disagree" (1) which section "A" that include the job satisfaction consists three items. Section "B" consist three items about element of the information system. Lastly, Section "C" comprising four items seeking demographic information such as working experience, age, gender and type of departments.

Table 3.4 The Instruments Used of the Non-Academic Staffs at UiTM Melaka City Campus, Melaka

Question Sections

Scale of Measurements

Independent Variables

Information System

-System Quality

-Information Quality

-Service Quality

Dependent Variables

Job Satisfaction

-Self-Actualization Satisfaction

-Social Satisfaction

-Job Related Satisfaction

5-point Likert scale

5-point Likert scale

5-point Likert scale

5 point Likert-scale

5 point Likert-scale

5 point Likert-scale

Data Analysis

In order to achieve the purpose of this research and test the hypotheses, all the data were be analyzed by using the IBM Statistical Package for the Social Science Software (SPSS) version 18.0 to help the researcher to analyze the data which have been collected through questionnaires. IBM SPSS is formerly known as SPSS, a software used by social scientist and related professionals for statistical analysis. It is the most easiest and practical to use data analysis package available for both beginners and experienced users which are segmented into modules and each of it enhanced the management of data and reporting capabilities. IBM SPSS version 18.0 is provides the facilities for analyzing and displaying information using a variety of techniques such as offers a number of few features and some changes in the functionality of features from earlier version.

Descriptive Statistic

Demographic were calculated using frequency and descriptive analysis. The results were reported using mean and frequency analysis to identify what the level of staff’s job satisfaction at UiTM Melaka City Campus. The statistical tools were aligned with the objectives of the research and hypotheses testing to help make the decision about how the data is collected.

Table 3.5 Work Schedule

Conclusion

As a conclusion, the study of UiTM Melaka City Campus needs this methodology chapter to be successful. As this chapter were describes on the methodologies or tools that are used in conducting research which are contains of research design, population, sampling design, data collection method, instrument, and plan for data analysis. This research was conducted at UiTM Melaka City Campus and the respondent that involved is about 121 non-academic staffs. It was divided into nine departments such as Administration Department, Academic Affairs (HEA), Student Affairs (HEP), Treasurers Unit, Office Development and Facility Management, IT Units, Library, Islamic Though and Understanding (CITU), Unit of Corporate Communication & Unit of Quality Management and Unit of Police Assists. The questionnaires to obtain the answer for the objectives and question that has been developed before. For instance, the plans for data analysis is describing the techniques were used to analyze all data that already obtained from the questionnaires by used the SPSS version 18.0 of software.