FACTORS INFLUENCING THE USAGE OF ONLINE MAINTENANCE REQUEST SYSTEM IN INTEGRATED SUPPLY CHAIN MAINTENANCE MANAGEMENT: A CASE STUDY OF MERCURY TECH SERVICE COMPANY LIMITED

Abstract

This research aimed to investigate factors influencing the usage of MERCURY—an online maintenance request system in integrated supply chain maintenance management, at Mercury Tech Service Company Limited. The quantitative research approach collected data from 200 system users through structured questionnaires. Descriptive and inferential statistics were employed, including frequency, percentage, mean, standard deviation, one-way ANOVA, and multiple regression analysis. The results revealed that: 1) Most respondents were male (74.0%), held bachelor's degrees (67.5%), and worked as field technicians or engineers (45.0%) with 5-10 years of work experience (55.0%). 2) Users reported high to very high levels of agreement across all measured variables; continuance intention had the highest mean (M = 4.40), followed by perceived usefulness (M = 4.35) and information quality (M = 4.28). 3) Work experience significantly influenced user satisfaction at the .05 level. 4) System quality (β = .385), perceived usefulness (β = .290), information quality (β = .215), and facilitating conditions (β = .120) positively influenced continuance intention, collectively explaining 68.5% of the variance (Adjusted R² = .672). These findings indicate that sustainable adoption of an online maintenance system requires attention not only to technical functionality, but also to perceived value, data quality, and supportive organizational conditions.

Keywords: Online Maintenance Request System, Technology Acceptance, Integrated Supply Chain, Continuance Intention, CMMS