Journal of Robotics, Networking and Artificial Life
Vol. 8(3); December (2021), pp. 197–200
DOI: https://doi.org/10.2991/jrnal.k.210922.009; ISSN 2405-9021; eISSN 2352-6386
https://www.atlantis-press.com/journals/jrnal

Research Article

A Study of the Counseling Service System Satisfaction
for Teacher-Counselor in Tainan Elementary School
Hsiu-Hao Liu*
The Ph.D. Program in Business and Operations Management, College of Management, Chang Jung Christian University,
No. 1, Changda Rd., Gueiren District, Tainan City 711301, Taiwan

ARTICLE INFOABSTRACTArticle History

As the most important case management system in the school counseling work, the counseling service system must meet the needs
and expectations of the school teacher-counselors (the main users). This investigation used the questionnaire survey method
aimed at teacher-counselors in elementary schools in Tainan City to understand the degree of teacher-counselors’ satisfaction
when they used the counseling service system. The results mainly found that counselor-teachers were most satisfied with “Theitems provided by the system website are completed and various.” followed by “The items provided by the system website arenecessary items meeting the needs for counseling work.” while the least satisfactory item was “Using the system website helps mecommunicate and interact with others in counseling work.” In the five satisfaction dimensions of the system, the perceived easeof use and the usage attitude were found to be effective in explaining the system usage intention. Some practical implications of
this research as well as topics worthy of further research were discussed at the conclusion of the research.

Received 30 October 2020
Accepted 20 July 2021
Keywords
Perceived usefulness
perceived ease of use
counseling service systemteacher-counselor© 2021 The Author. Published by Atlantis Press International B.V.
This is an open access article distributed under the CC BY-NC 4.0 license (http://creativecommons.org/licenses/by-nc/4.0/).

1. INTRODUCTION
The counseling service system is the most important tool for casemanagement in counseling work in the junior high and elementary schools in Tainan City. The purpose of the system design is toassist school teacher-counselors to care for students and track their
psychological development, and hope that students will have good
adaptive growth. The school teacher-counselors are the main usersof the system. In addition to daily counseling affairs, the school
teacher-counselors also use the system to record the backgroundinformation, counseling records, referrals and other operations ofthe case. In actual use, the school teacher-counselors find that they
have encountered difficulties and doubts in the operation of thesystem, filling in items, and review procedures, and even ethicalconcerns about the leakage of personal data, which may endanger
the relevant rights and protection of the case, and therefore also
affect the system usage intention of the school teacher-counselors.

use and perceptual usefulness will affect attitudes, and perceptual
usefulness and attitudes will affect the intention of use [2,3]. And
there was a study showing that good system quality will promote
the use of website [4]. Another study showed that the system
response time is an important factor that affects users’ beliefs
about the website [5].
This study is to explore the reasons why the school teachercounselors accept or reject this system. It is based on the TAM [1]and refers to related research [6], used the five dimensions, theseare System Quality (SQ), System Response Time (SRT), Perceived
Usefulness (PU), Perceived Ease of Use (PEOU) and Usage
Attitudes (UA), as the main factors to explore the System Usage
Intention (SUI) of the school teacher-counselors.

3. RESEARCH DESIGN
3.1. Conceptual Model

2. BACKGROUNDThe Technology Acceptance Model (TAM) was a model developedby Davis [1] and others based on the Theory of Rational Action(TRA) to explore the relationship between cognition, emotion,and technology use behavior. Many follow-up researches on newinformation technology have applied TAM as a research framework. TAM has undergone many empirical studies and summarized through much literature, verifying that perceptual ease of
Email: harry2356969@gmail.com*Based on the related theories, we propose a hypothetical conceptual model, illustrated in Figure 1.
The model has the following hypotheses:
Hypothesis 1. Different demographic characteristics will have animpact on system satisfaction.
Hypothesis 2. Different demographic characteristics will have animpact on SUI.
Hypothesis 3. System satisfaction will have a significant impact onSUI.

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From the perspective of the five dimensions, except for the systemquality, the other dimensions had the lowest scores, but none ofthe dimensions had the highest scores. Observing the average scoreof the dimension again, it could be found that the school teachercounselors were somewhat dissatisfied with the degree of satisfaction with the system (Table 1).

4.2. System Usage Intention Score

Figure 1 | Conceptual model.

3.2. Participant
The main objects of this research were the full-time teachercounselors of Tainan Elementary Schools who were in service inthe academic year 2020/2021, with a total of 88 teachers. Finally,
20 teachers volunteered to participate in the questionnaire survey
and submitted responses.

3.3. Data Collection Instrument
This research was based on the self-compiled “Questionnaireon the Status of Professional Counselors in Tainan Elementary
Schools Using the Counseling Service System” to conduct a survey,
including demographic characteristics (four questions), system satisfaction (18 questions) and system usage Intention (two questions)consists of three parts, which are in the form of a Likert four-point
scale. The higher the score, the higher the degree of satisfaction orsystem usage intention.
The reliability of the questionnaire has a very good internal consistency reliability (a = 0.92). In terms of validity, seven senior
experts and scholars in the relevant fields, including information,
counseling and education, and with seniority between 6 and 20years are invited to conduct the survey. The content is fully discussed, which brings the narrative of the questionnaire closer tothe subject of the survey. According to the above, the researchtools used in the research should have content validity.

4. RESULTS
4.1. System Satisfaction Score
The results of the elementary school teacher-counselors satisfaction items were as follows: “The items provided by the system
website are completed and various.” (M = 2.90), was the highestof all items. “The items provided by the system website are necessary items meeting the needs for counseling work.” (M = 2.75) wassecondly. The least satisfactory item was “Using the system website helps me communicate and interact with others in counselingwork” (M = 1.85). The second lowest was “I think the system helps
me in the word processing of counseling work is more efficient andconvenient” (M = 1.90).

In terms of the performance of the school teacher-counselors inelementary schools, from the highest, lowest and average scores,
it could be found that school teacher-counselors have a little low
system usage intention (Table 1).

4.3. Demographic Characteristics
and System Satisfaction
After performing a one-way ANOVA, it was found that the system
satisfaction, system quality, system response time, perceived usefulness, perceived ease of use and usage attitudes of the school
teacher-counselors.
There was no difference due to seniority, usage frequency, andaverage use time (Table 2).

4.4. Demographic Characteristics
and System Usage Intention
One-way ANOVA found that the system usage intention of theelementary school teacher-counselors did not depend on seniority(F = 1.48, p > 0.05), usage frequency (F = 2.48, p > 0.05) and averageuse time (F = 0.00, p > 0.05).

4.5. System Satisfaction andSystem Usage Intention
System satisfaction and SUI were related to the Pearson productdifference. It is found that there was a high positive correlation
between the two (r = 0.89, p < 0.01), and four of the five dimensions were significantly correlated (r = 0.71–0.87, p < 0.01). Only
the system reaction time and the willingness to use the system were
not significantly correlated (r = 0.33, p > 0.05). It shows that in theusage intention of the school teacher-counselors to use the system,compared with other dimensions, the system response time was
not the main consideration (Table 1).
Carried out multiple regression analysis based on the five dimensions of system satisfaction and SUI and use stepwise regression
as the method of regression model to screen predictive variables.
It was found that the two dimensions of perceived usefulness andusage attitude in the degree of system satisfaction could effectively explain the SUI (multiple R2 = 0.84, adjusted r² = 0.82,
p < 0.01). It showed that there may be key factors in the system
usage intention of the school teacher-counselors in the twodimensions (Table 3).

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Table 1 | Descriptive statistics and correlations between the variables of the study

1. SQ
2. SRT
3. PU
4. PEOU
5. UA
6. SUIMSD123

456

15.65
4.55
4.30
8.20
8.60
4.15

1.79
1.43
1.42
2.48
2.42
1.50

–
0.55*
0.61**
0.52*
0.66**
0.71**

–
–
0.43
0.38
0.20
0.33

–
–
–
0.89**
0.76**
0.87**––––
0.81**
0.83**–––––
0.85**

–
–
–
–
–
–

p < 0.05, **p < 0.01.

*

Table 2 | Summary table of one-way ANOVA (system satisfaction
dimensions)
Dimensions
SQSRTPUPEOU
UASeniority(F-value)

Usage frequency Average use(F-value)
time (F-value)

0.61
1.13
1.61
2.03
0.59

2.85
1.22
1.89
2.16
1.51

0.50
0.02
0.04
0.42
0.02

Table 3 | Summary table of multiple regression analysis
coefficient
Selected
forecast var.
and order

Multiple R2

ΔMultiple R2

ΔF-value

0.76
0.84

0.76
0.08

56.37**
8.74**PUUA
p < 0.01. See Ref. [7].

**From the above results, we can know that through one-way
ANOVA, we found that different demographic characteristics havenot to impact on system satisfaction either usage intention (SUI).
Therefore, hypotheses 1 and 2 did not hold.
And through multiple regression analysis, we found that SUI withthe system could be effectively explained by perceived usefulness(PU) and usage attitude (UA) in the satisfaction of the system.
Therefore, hypothesis 3 was partially substantiated.

5. CONCLUSION
Based on the above results, it could be found that different seniority, usage frequency, average use time, the elementary school
teacher-counselors were no significant differences in the degreeof system satisfaction. Similarly, elementary school teachercounselors with different background variables were no significant difference with the degree of system usage intention (thescore tends to be low). In terms of this result, it could be seen thatthe current counseling service system was not trusted by the elementary school teacher-counselors, and it cannot help the school
teacher-counselors to improve their work efficiency or improve
the time-consuming trouble of paper processing. It was difficult toobtain the expected benefits in practice.
The main factors influencing the SUI were related to the two dimensions of PEOU and usage attitudes. Compared with the previous

research, the usage attitude has been mentioned all the time. Research
conducted in the past also confirms that there was a positive correlation between the usage attitude and the usage intention [8,9]. It
showed that the usage attitude dimension requires high attention.
From the items of the two dimensions, it could be found that there
may be difficulties in learning to operate the counseling service
system, and the security of the system could not be trusted by
the school teacher-counselors. Since school counseling work has
a fairly strict principle of confidentiality, the use of any information is regulated by law. From this result, it could be found that theschool teacher-counselors have great concerns about data preservation or management of information security.
In the future, this study will continue to extend the scope ofresearch to practitioners in different backgrounds, such as juniorand senior high school teacher-counselors, and counseling psychologists, etc., to verify the results of this research. In addition,according to the literature, if artificial intelligence with a good
human interface can be introduced into the information system
to improve the perceived usefulness and PEOU [10]. This mayhelp improve the users’ satisfaction with the counseling service
system.
We will propose improvements to the system maintenance organization based on the results of this research.

CONFLICTS OF INTEREST
The author declares no conflicts of interest.

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[5] J.C.C. Lin, H. Lu, Towards an understanding of the behaviouralintention to use a web site, Int. J. Inform. Manage. 20 (2000),
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AUTHOR INTRODUCTION
Mr. Hsiu-Hao Liu
He received his Master’s degree from theDepartment of Psychology, National ChungCheng University, Taiwan in 2015. He is currently a Doctoral course student in Chang Jung
Christian University, Taiwan. His researchinterests include the application of information technology to education and counseling.

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