ABSTRACT

User satisfaction is one of the key research area of Information Technology (IT) particularly, Information System (IS). It is recognized by many researchers as a significant factor in determining IS success. In view of it competitive advantage, most business organizations nowadays focus on IS as a means of minimizing cost and maximizing profit. Unfortunately, many are not getting the expected outcomes as agreed in the IS requirements, not because of wrong choice of products and vendors but due to lack of user satisfaction. Therefore, it is imperative to study factors refining user satisfaction of CPAS in Sigma Pensions. This research work titled “CPAS User satisfaction: A Case Study of Sigma Pensions Limited Abuja” investigate relationships between user acceptance test, system, information, and service quality, on user satisfaction of CPAS. The researcher employed a survey approach through questionnaires to unveil factors influencing user satisfaction of CPAS. One hundred questionnaires were administered, and the study discovered that there are statistically significant associations between all constructs. The thesis revealed that CPAS users were fully involved in CPAS user acceptance test in addition to systems, information and service qualities as contained in the theoretical framework. Thus, the researcher concluded that CPAS has satisfied it users and succeed. The Researcher encouraged Management and stakeholders on the need to improve system policy that will guarantee maximum user satisfaction. Training and retraining of users and technical support staff, timely maintenance and upgrade is also advocated for efficient CPAS utilization. Researchers in the field are equally encouraged to further study.