Abstract
M.Phil. (Information Management)
An efficient document management system is one that considers the user’s needs for
information and the ability of the system to provide valuable information that matches certain
characteristics.
When users utilise a document management system (DMS) they require a system that they
perceive will make their work easier. The efficient and effective use of a DMS depends on
how receptive the users are to technology and their intention in using the system.
The documents in the document management system are corporate knowledge and should
therefore be stored in a central repository such as the DMS, where the company’s corporate
memory cannot be lost. The DMS has all the capabilities to keep documents safe where the
documents can be accessed again.
To measure the technology acceptance of end users, research has identified the technology
acceptance model (TAM) as the ideal method. TAM is tailored to elaborate on computer
usage, perceived ease of use, attitudes toward using and usage behaviour. The research
stream on technology acceptance and use has become one of the most prolific and is
claimed to be the most mature research in the modern information system field.
The problem identified was to analyse the user’s behavioural intent towards effectively
utilising the Eskom in-house document management system.
The purpose was to investigate the use of the document system that is currently in place at
Eskom and determine user perspectives. Employees working in Eskom cannot afford to
neglect using the document management system on a regular basis. Important documents
relevant for everyday work are stored in the system, and all employees are granted access
to these documents. Given these considerations, users’ perceptions of the in-house
document system cannot be taken for granted, and these issues were researched.
The findings from the TAM variables showed that perceptions of users towards the DMS
were divided, while half of the users were satisfied with the information, system, usefulness
and ease of using the system the other half was not satisfied. A division in opinion emerged
whether the system should be replaced or rather improved. Benefits of both options were
weighed and the study suggested that the system be replaced.