ISSN: 2222-6990
Open access
Professional Services Automation (PSA) systems can improve project visibility and resource coordination, yet many organisations struggle to sustain employee use after implementation. This study examines the behavioural and experiential conditions associated with PSA utilisation in a Malaysian information and communication technology firm. A two-cycle action-research design combined qualitative evidence from nine project-management stakeholders with a survey of 30 employees. Initial findings revealed reactive updating, dependence on spreadsheets, limited data trust, duplicated reporting and unclear ownership. Practical training improved workflow understanding and confidence but did not eliminate uneven adoption. Survey measures for perceived usefulness, perceived ease of use, perceived enjoyment and utilisation were reliable (Cronbach's alpha = .880-.891). All three perceptions correlated significantly with utilisation (r = .794-.928, p < .001). The regression model explained 86.6% of utilisation variance, and enjoyment was the only significant unique predictor (beta = .777, p < .001). Although the small sample and multicollinearity require caution, the results indicate that sustained use depends not only on functional value but also on whether the system experience is clear, convenient and minimally frustrating. The paper reframes user experience as an operational requirement for enterprise-system institutionalisation.
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