The evolution of ICT (information and communication of technology) has been changing the world rapidly especially in manufacturing. Applying Information technology in management and administrations become the trend of the 21st century. Vietnam is not outside this trend. A typical example is that Software applications have been deployed widely aims to improve and enhance management ability, performance, reduce risks…The MIS software of Vietnam DataCommunication Company (VDC) has been developed to reduce cumbersome procedures in managing documents; everything will be done and stored online such as: register meeting room and week schedule, assigning and receiving tasks… To a developing software company as VDC, satisfying customers is very important. On the other hand, there is no report or research about customers’ satisfaction about specific software product. So the researcher wants to do this research to know if our customers (users) are satisfied with our MIS software or not. These feedbacks will help us to improve the software, attract more customers, and make customers’ loyalty, bring profit for our company. This study use quantitative method, make the questionnaires and deliver them via email to the users (leaders, Officers, staffs of enterprises that the software has been deployed). The IS success model will be appropriate for this study. After doing this thesis, some results were drawn out: There is no difference between ages, genders with satisfaction of the MIS software and the officers have the highest level in satisfaction with the MIS software; Information Quality, System Quality, Service Quality has a positive effect on User Satisfaction but Service Quality needs to be improved; Almost users have good attitude in using the MIS software. They are ready to use this software; the level of satisfaction is not really high so the gap between the offer (from developers) and the expectation (from users) needs to be narrowed. I hope this study will contribute a little bit in strategic planning of our company in software marketplace, and we will have better strategies for customer care.

ABSTRACT i
ACKNOWLEDGEMENT iii
TABLE OF CONTENTS iv
LIST OF TABLES vii
LIST OF FIGURES ix
Chapter 1 Introduction 1
1.1 Research Background 1
1.1.1 The impact of ICT all over the world 1
1.1.2 ICT of Vietnam in recent years 3
1.1.3 Contribution of IS especially in managing and manufacturing. 4
1.1.4 Applying IS in operational management in state companies 5
1.1.5 Introduction about VDC and applying the MIS software 6
1.2 Research Motivation 9
1.2.1 Effectiveness of applying MIS software in operational management 9
1.2.2 Evaluate MIS after 4 years deployed 10
1.2.3 Improve the company product 11
1.2.4 Official survey on customer satisfaction with the MIS 12
1.3 Research Question 12
1.4 Research Purpose 13
1.5 Limitation 14
1.6 Terminologies 15
Chapter 2 Literature Review 18
2.1 Current situation: Applying IS in Vietnam 18
2.2 Related researches 19
2.3 Information System 20
2.3.1 Fundamental concept of IS and MIS 20
2.4 User Satisfaction 22
2.4.1 User Satisfaction concept 22
2.4.2 The necessity of measuring User Satisfaction 23
2.4.3 Tools and ways of evaluation 25
2.5 IS success model 28
Chapter 3 Research DESIGN 33
3.1 Framework and relationships of factors and variables 33
3.2 Research factors and variables (Definition and Measurement) 35
3.3 Research Design 40
3.4 Research Hypothesis 43
3.5 Research Procedure 49
3.6 Tool development 50
3.6.1Questionnaire Design 50
3.6.2 Expert Review 51
3.6.3 Pilot test 51
3.6.4 Reliability 51
3.6.5 Validity 56
3.7 Statistics 62
3.7.1 T-test 62
3.7.2 ANOVA 62
3.7.3 Correlation 62
3.7.4 Regression 62
Chapter 4 Research Results 63
4.1 Sample Description 63
4.2 Descriptive Statistics 66
4.3 Testing the difference between Factors 67
4.3.1 The influence of gender on User Satisfaction 67
4.3.2 The influence of Ages and Work Position on User Satisfaction 69
4.3.3 Correlation between factors 73
4.3.4 Regression Analysis for testing Hypotheses 74
4.4 Findings 77
Chapter 5 Conclusion 79
5.1 Conclusion 79
5.2 Limitation 82
5.3 Future Research Suggestions 83
REFERENCES 84
APPENDIX: RESEARCH QUESTIONNAIRE 89
MIS SOFTWARE SURVEY 91

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