Jordan Journal of Business Administration, Volume 3, No. 2, 2007 - 233 - Investigating IT Use and Satisfaction among Jordanian Commercial Banks: A Management Challenge Loay M. Salhieh and Jamal D. Abu-Doleh* ABSTRACT This study focuses on the psychometric stability of the IT use instrument by Doll’s and Torkzadeh’s (1998), and the psychometric stability of the IT satisfaction instrument by Palivia’s and Palivia’s (1999) when applied to Jordanian end-users. Furthermore, the study uses canonical analysis to investigate a causal link proposed by the success model of Delone and McLean (1992). The results of the study give evidence that the two instruments are valid and reliable measure; which contributes to the generalizability of the two instruments. The results of the canonical analysis give evidence of the causal link between IT use and IT satisfaction, and identify useful and not useful variables in the two instruments. KEYWORDS: IT Use, IT Satisfaction, IT Success, Canonical Analysis. 1. INTRODUCTION The availability of Information Technology (IT) within organizations, over the last two decades, has increased tremendously. The rapid growth of the personal computer industry, substantial decreases in computer unit costs, and simultaneous increases in computer power and speed have made vast amounts of information readily available to individuals in organizations. This proliferation of IT products (hardware, software and communication technology) and applications has been experienced by most organizations and has been increasingly researched in the past. The availability and use of information systems and technologies has grown almost to the point of being commodity like in nature, becoming nearly as ubiquitous as labor, and U.S. companies spent more on information technology than on any other form of investment (Dewett and Jones, 2001). Given the increasing complexity and uncertainty in the financial industry, banks are presently investing more and more in Information Technology (IT), hoping to obtain more and more productivity and greater effectiveness by this mean (Osei and Ko, 2004), and IT is seen as a vehicle to gain a competitive advantage (Earl, 1993). However, it is important to note that the mere introduction of IT, in and of itself, does not create a competitive advantage (Huff and Beattie, 1985), but the use of the right type of IT applications and consequently the satisfaction of the introduced IT for a given organization may lend a competitive edge (Kathuria et al., 1999). Also, investments in Information Systems (IS) does not automatically lead to success as implied by some earlier studies, but the benefits of IS come from the varying ways of its use and satisfaction with the investment (Byrd et al., 2005). So, in order to measure the success of the IT investments or the information system, usage and satisfaction has been proposed as a management information science (MIS) success in several frameworks for research (Doll and Torkzadeh, 1998). IT usage and satisfaction are a central concept in taxonomies of IT success (Doll and Torkzadeh, 1998, Received on 9/10/2006 and Accepted for Publication on 19/3/2007. © 2007 DAR Publishers/University of Jordan. All Rights Reserved.