Examining the Relationship Between Overall Quality, User Satisfaction andInternet Usage: An Integrated Individual, Technological,Organizational and Social Perspective

摘要

For most of us today, the internet has a significant effect on every aspect of our daily life and everyfacet of the operation of our organizations. Yet, despite its importance and world-wide reach, internet usage inYemen is one of the lowest among the world?s countries. Many scholars have studied and proposed theoriesand models to predict and explain user behaviour to account for the rapid change in both technology and itsenvironment. In order to further better comprehend internet usage and user satisfaction within organizations,this study has developed and validated a multi-dimensional model, based on three well-known topic intechnology management (technology acceptance, task-technology fit and information systems success) withinfour well-known theories and models, namely Technology Acceptance Model (TAM) Unified Theory ofAcceptance and Use of Technology (UTAUT) Task-Technology Fit (TTF) and DeLone and McLeanInformation Systems Success Model (DMISM) from a perspective which integrates four different dimensions(individual, technological, social and organizational). In addition, a second-order model of overall quality whichcontains seven first-order constructs (system quality, information quality, service quality, task quality,individual quality, social quality and top management quality) is proposed and validated. A surveyquestionnaire was used to collect primary data from 530 internet users among employees within thirtygovernment ministries in Yemen. The data analysis start with initial Exploratory Factor Analysis (EFA) followedby Confirmatory Factor Analysis (CFA) and lastly Structural Equation Modelling (SEM) via AMOS. Thefindings from the descriptive analysis show that the majority of employees surveyed have the awareness ofthe quality of internet information are dissatisfied with service and top management quality have the confidenceto browse the WWW use a search engine and send an e-mail but do not have the confidence to download andupload files. They did agree with the notion that family, friends and coworkers think that using the internet isa good idea. Although, employees find the internet easy to use, flexible, useful and enjoyable, they considerits speed to be very low, it is not secure and its subscription is not reasonably priced. The results show thatthe data fit the proposed integrated model well. The findings of the multivariate analysis produced three mainresults. First, overall quality has a strong positive impact on actual usage and user satisfaction. Second, actualusage has a positive influence on user satisfaction. Third, the bootstrapping analysis showed that actual usagemediates the relationship between overall quality and user satisfaction. The theoretical and practicalimplications are also discussed.