Evaluating Compliance Costs and Their Impact on User Satisfaction and Behavior: Insights from the e-Claim System at UPSI

This study investigates the impact of compliance costs on user satisfaction and usage behavior of the e-Claim system at Universiti Pendidikan Sultan Idris (UPSI). Data were collected from 285 administrative staff members using a structured questionnaire. The analysis reveals a significant positive correlation between usage behavior and user satisfaction, while compliance costs mediate this relationship. The findings highlight the importance of reducing compliance costs to enhance the efficiency of the e-Claim system. Practical recommendations for improving system adoption and satisfaction are discussed.