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Determinants of user satisfaction with financial information systems in the digital transformation era: insights from emerging markets

Manaf Al-Okaily (School of Business, Jadara University, Irbid, Jordan)
Mahmoud Al-Kofahi (Faculty of Administrative and Financial Sciences, Irbid National University, Irbid, Jordan)
Fadi Shehab Shiyyab (School of Business, The Hashemite University, Zarqa, Jordan)
Aws Al-Okaily (Graduate School of Business, Universiti Sains Malaysia, George Town, Malaysia)

Global Knowledge, Memory and Communication

ISSN: 2514-9342

Article publication date: 6 July 2023




Most of the previous studies agree about the significance of user satisfaction in ensuring the endurance of information systems (ISs). Accordingly, it is crucial to investigate the effect of e-Government systems on individual end-user satisfaction as more and more countries adopt and deploy such Government Financial Management Information Systems (GFMIS) in the era of digital transformation. Because of this, the purpose of this study is to investigate the factors that contribute to the success of GFMIS in Jordan and ultimately the satisfaction of its users.


The IS success model developed by DeLone and McLean (2003) serves as the theoretical underpinning for the current research. Adding training quality as a new variable to the proposed model has been found to further increase the satisfaction of GFMIS users. A total of 104 GFMIS users in Jordan provided the data used to verify the model. The partial least squares-structural equation modelling was used to test the hypotheses.


The empirical findings indicated that GFMIS user satisfaction is significantly affected by information quality, service quality and perceived usefulness; meanwhile, system quality is only partially supported. The research also showed that the level of satisfaction among Jordanian GFMIS users was related to the quality of training they received.


This study fills a crucial literature gap by developing a research model that can help improve GFMIS usage towards attaining greater performance amongst government agencies in Jordan.



Al-Okaily, M., Al-Kofahi, M., Shiyyab, F.S. and Al-Okaily, A. (2023), "Determinants of user satisfaction with financial information systems in the digital transformation era: insights from emerging markets", Global Knowledge, Memory and Communication, Vol. ahead-of-print No. ahead-of-print.



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