Effect of management support, training, and user involvement on system usage and satisfaction in Kuwait

Purpose – The purpose of this paper is to investigate the organizational factors and human motivations affecting information systems and information technology (IS/IT) usage and user's satisfaction in an Arabic country. Design/methodology/approach – The study develops a research model that links three organizational factors (top management support – TMS, availability of training, and user's involvement) to IS/IT usage and end‐user's satisfaction via the mediation of TAM beliefs (usefulness and ease‐of‐use) by 382 IS users. The model was examined through the LISREL. Findings – The results indicate that IS/IT usage and user satisfaction is largely influenced by perceived usefulness. Among the organizational factors, TMS was found to have the strongest effect on IS/IT usage and user's satisfaction, followed by availability of training and user involvement. Research limitations/implications – This study focuses on perceptions of respondents from public organizations who have had high experience with IS/IT. These perceptions are based on a one‐time survey. For better validity, a longitudinal study with additional variables is needed. Practical implications – This study is useful for practitioners who want to increase and boost system usage and user's atisfaction in the Arab region. Originality/value – This paper highlights the motives of IS/IT usage and user's satisfaction in the Arab world and to educate researchers about how IS/IT is perceived by end‐users in Kuwait.