University of Twente Student Theses


End-user satisfaction as a result of RPA - a finance and accounting perspective

Blagoev, B. (2021) End-user satisfaction as a result of RPA - a finance and accounting perspective.

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Abstract:This research explores the effect of robotic process automation on end-user satisfaction with a focus on accounting and finance professionals. RPA technology is recently gaining a lot of attention from both academia and companies. Literature review suggested that limited research is done on the social-cultural implications of automation like end-user satisfaction. In order to fill this existing gap in the literature this paper investigated four predictor variables of end-user satisfaction. Perceived usefulness, perceived ease of use, user involvement in system development and perceived organizational support constructs are investigated for their impact on the satisfaction of RPA end-users. The study made use of primary data collected via an online survey (N=30), targeting finance and accounting professionals. The data was analyzed using factor analysis and multiple linear regression in order to arrive at a prediction model. It was found that all four predictors had positive relationship with end-user satisfaction, however only Perceived ease of use and perceived organizational support had statistically significant impact on the outcome variable. The main implication for RPA solution providers is to focus their efforts on the ease of use of their product as it has the biggest contribution to end-user satisfaction.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:International Business Administration BSc (50952)
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