This dissertation increases our understanding of information system project success by investigating how software development team members define the success of an information system development effort. The theoretical model of ISD success is developed and tested. ISD success is measured through the eyes of the software development team members—since they are the most influential stakeholders during the development of the system. This dissertation was conducted in two phases: 1) theory building and 2) theory testing. The theory building phase began with a thorough literature review. Semi-structured interviews were conducted and the data analyzed to add emergent concepts to the model. The result of the theory building phase is the theoretical model of ISD success. The theory testing stage began with the development and validation of a survey instrument to measure the constructs and subconstructs found within the theoretical model of ISD success. Data was collected and the model tested using partial least squares regression. The findings indicate that software development team members view ISD success as being composed of process quality, functional product quality, non-functional product quality, team member benefits, and team member satisfaction. Team member satisfaction is highly influenced by team member benefits, moderately influenced by functional product quality and slightly influence by non-functional product quality and process quality. Software development team members view process quality as being composed of within budget and process maturity; non-functional product as being composed of reliability, usability, testability, and efficiency; team member benefits as being composed of learning and teamwork; and team member satisfaction as being composed of product satisfaction, process satisfaction, and personal satisfaction. Software development team members do not view on time as a significant contributor to their definition of process quality; they do not view modifiability, portability, or reusability as significant contributors to their definition of non-functional product quality; and they do not view recognition as a significant contributor to team member benefits. / Ph. D.

Plusieurs recherches ont étudié les facteurs de succès du SI dans le contexte des PME. Mais, les dirigeants ont du mal à utiliser ces résultats à cause du nombre important de facteurs et de résultats souvent contradictoires de leurs impacts sur l’organisation. Dans le cadre de la théorie des ressources et du modèle d’acceptation de la technologie et, en tenant compte du contexte spécifique des PME, nous construisons un modèle théorique du succès du SI en nous appuyant sur le facteur des connaissances en TI des dirigeants. Ce modèle est testé empiriquement sur un échantillon de 123 PME, qui sont recensées par une enquête par questionnaire réalisée à Hanoi et ses alentours. Le résultat nous montre que la connaissance stratégique en TI, l’accès à la connaissance en TI et la connaissance en management des TI ont des impacts positifs sur le succès du SI des PME. Plus précisément, la connaissance stratégique en TI a des impacts directs sur le succès du SI, tandis que la norme subjective et la facilité d’utilisation perçue transmettent totalement l’impact de la connaissance en management des TI et de l’accès à la connaissance en TI. / Several studies have investigated the success factors of IS in the context of SMEs. But managers are struggling to use these results because of the large number of factors and of contradictory results of their impact on the organization. In the framework of resource-based theory and technology acceptance model, and taking into account the specific context of SMEs, we construct a theoretical model of IS success by building on the IT knowledge factor of managers. This model is empirically tested on a sample of 123 SMEs, which are identified by a survey conducted in Hanoi and its surroundings. The result shows that the strategic IT knowledge, access to IT knowledge and management of IT knowledge have a positive impact on IS success of SMEs. More specifically, the strategic IT knowledge has a direct impact on the IS success, while subjective norm and perceived ease of use totally convey the impact of IT knowledge management and access to IT knowledge.

Although many information system (IS) implementations are considered to have the resources necessary to be successful, they often fail. This is especially challenging for small IS providers who lack a proven process for gaining willingness to use and onboard a new customer. Hence, there is a need to develop a framework to identify potential pitfalls in such implementation matters, from designing the system until successfully onboarded customers. This paper aims to target this issue and proposes a framework for identifying common pitfalls during the implementation process of an IT system. Moreover, this paper applies the framework to an IS provider in the start-up phase by focusing on the system user. With the support of the framework and based on the company's context, this paper presents identified pitfalls and suggestions for actions that the IS provider can take to avoid them. IS models are selected and applied considering the company's needs and previous literature. The IS models considered are Value Network Analysis (VNA), Extended Technology Acceptance Model (TAM2), and Theory of Planned Behavior (TPB). As a result, seven pitfalls are identified considering organizational culture and leading change, user resistance, complexity, mandatory reliance, value demonstration, experience and control, and weak links.

Denna studie och uppsats har behandlat samt fokuserat på att synliggöra användarproblem och bearbeta dessa genom bakomliggande teorier kring olika systemegenskaper. Studien utgår från det aktuella administrationsverktyget Everyware. Verktyget Everyware används idag av tidningar och mediehus för att bygga upp och underhålla webbtidningar. En ständig ökning av digital nyhetspublicering bidrar till en konkurrens inom tidnings- och mediebranschen. Detta betyder i sin tur att branschen vill publicera sina nyheter så snabbt och smidigt som möjligt. Detta har varit en bidragande faktor till studiens syfte. Syftet med studien har varit att ta fram ett nytänkande gränssnittsförslag som utifrån användaren ska upplevas som lätthanterligt, smidigt och responsivt. Det teoretiska ramverk som står till grund för studien är baserat på teorin IS Success Model. Med denna teori har studien undersökt vilka framgångsfaktorer ett informationssystem, enligt användarna, bör tillhandahålla. Som komplement till teorin har studien även använt sig av vetenskapliga områden som användarupplevelse, användbarhet och användarnytta. Genom både kedje- och ändamålsenligt urval har åtta potentiella användare av aktuellt verktyg involverats. Det empiriska materialet har samlats in genom individuella semistrukturerade intervjuer samt en gruppintervju. Utifrån det empiriska material som samlades in har sedan tydliga mönster tagits fram för att senare vidareutvecklas och bearbetas vidare i arbetsprocessen. En kategorisering utifrån olika upplevelser kring användandet av det aktuella verktyget, har tagit studien vidare mot gränssnittsarbetet. För att kunna skapa gränssnittsförslag krävdes en analys av det resultat som framkommit. En innehållsanalys och ett affinitetsdiagram skapades för att ta reda på primära önskemål hos användarna gällande administrationsverktygets egenskaper. Utifrån analysen kunde slutligen ett förslag på ett nytänkande gränssnitt för administrationsverktyget Everyware tas fram. Resultatet av denna studie har visat att användare av ett administrationsverktyg, för skapande av webbtidningar, är beroende av att verktyget tillhandahåller särskilda system, information och serviceegenskaper. Dessa egenskaper kan i sin tur leda till förmåner för användare av administrationsverktyget, tidningsbranschen samt läsarna. / This study has addressed and focused on visualizing user problems and processing them through underlying theories about different system properties. The study is based on the current administration tool Everyware. The tool is today used by newspapers and media houses to build and maintain web magazines. An ongoing increase in digital news publishing contributes to competition in the newspaper and media industry. This in turn means that the industry wants to publish news as quickly and smoothly as possible, which has been a contributing factor to the purpose of the study. The purpose of the study has been to develop a new-minded interface proposal which, according to the users, should be experienced as easy to use, smooth and responsively. The theoretical framework for the study is based on the theory IS Success Model. With this theory, the study has investigated what success factors an information system, according to users, should provide. As a complement to the theory, the study has also used scientific areas such as user experience, usability and utility. Through different methods has eight potential users of the current tool been involved. The empirical material has been collected through individual semi structured interviews and a group interview. Based on the collected data, patterns have been developed for further development and adaption in the work process. A categorization based on different experiences regarding the use of the current tool took the study further towards the interface proposal. In order to create interface proposals, an analysis of the result that was obtained was required. A content analysis and an affinity diagram were created to determine primary requirements of users regarding a management tool properties. Based on the analysis, a proposal of a new interface for the Everyware administration tool could finally be made. The result of this study has shown that users of administration tools are dependent on that the tool are providing specific system, information and service characteristics. These characteristics can in turn lead to net benefits for users of the administration tool but also the newspaper industry and the readers.

目前各國為了提升政府運作效能與國家競爭力，均將電子化政府視為重點發展策略。電子化政府的發展，從早期推動國家資訊基礎建設，到進一步運用資訊通訊科技提供各類政府服務，再到強調行政服務的效率與整合、網路公民參與等，目前已在世界各國形成風潮。電子化政府的普及應用，對於促成公民社會的發展、公義社會的追求及優質網路社會的建構，都帶來相當的影響，也因此當前電子化政府的最新發展為「電子治理」概念的提出。 在電子治理的概念下，電子化政府的評估方式應該從以往的投入-產出之效率評估轉向強調公共目標實現與否的影響評估。然而當前在電子治理影響評估的研究方面仍十分缺乏，雖然目前的電子治理評估研究已經開始重視從使用者的角度進行評估，但評估的焦點還停留在使用者對電子化政府服務的感受，而非電子化政府服務實際對使用者產生何種影響，且尚未以因果模型的方式建構一個完整的電子治理影響評估架構，以找出造成公共目標實現的關鍵因素。 本研究透過國際電子化政府評估研究、電子化政府評估架構、網路服務品質評估研究、電子治理影響評估四類文獻的整理，結合DeLone & McLean的資訊系統成功模型與Heeks的電子化政府價值鏈模型，提出了電子治理影響評估因果模型以及評估指標，同時介紹我國重要的電子化政府服務：「電子採購系統」的發展現況以及相關評估研究，並透過次級資料分析，針對我國電子採購系統進行因果模型的驗證。研究結果證實本研究所提出的電子採購因果評估模型確實具有一定的解釋能力，同時本研究也透過模型實證的結果針對電子採購的政策以及後續研究提出了相關建議。 / eGovernment, as a popular government activity, has adopted by many countries in order to maximize the competitive advantage of nations. As eGovernment activity grows over time, the main issues of e-government change from e-infrastructure to e-service and to e-participation, and this change brings the concern about the impact of eGovernment. Therefore, the latest development of eGovernment is “eGovernance”. Under the concepts of eGovernance, the focus of eGovernment evaluation should change form program evaluation to impact assessment. However, most of literature concerning eGovernance has focused on the supply side, which is the perspective of the government. Little has focused on the evaluation of actual use and its impact in e-government service. This research reviews literatures and related reports, based on Heeks’ eGovernment Value Chain Model and DeLone and McLean’s Information System Success Model, proposes a causal model for the empirical examination of impacts of the e-Procurement System in Taiwan, this model is strongly supported by the empirical data. This research also makes some suggestions for the improvement of e-Procurement policy in Taiwan, and for futher researches.

Cette étude fournit un aperçu des tendances qui existent dans la littérature concernant le gouvernement électronique et le potentiel que ces systèmes ont pour les gouvernements, les entreprises, les employés et les citoyens dans la perspective des pays en développement. Pour comprendre la nature multidimensionnelle des systèmes de gouvernement électronique, cette étude présente un cadre de l'adoption par les citoyens de services du gouvernement électronique en intégrant la littérature sur l'acceptation de technologies et sur le succès du système d'information ainsi que les croyances d'attitude et de la société. Le modèle a été testé par une étude empirique au moyen de deux enquêtes, un questionnaire papier et une autre enquête sur internet. La modélisation d’équation structurelle a été utilisée pour tester les hypothèses.Les résultats de la recherche ont montré que par la capacité perçue à utiliser, le bénéfice fonctionnel, la confiance dans l'internet, la confiance dans le gouvernement et la satisfaction des utilisateurs sont de forts prédicteurs de l'intention des citoyens d’adopter des services de gouvernement électroniques. Nous trouvons également que l'effet de la qualité de l'information et la qualité du système sur l'adoption de l’e-gouvernement est totalement médiée par la capacité perçue à utiliser, le bénéfice fonctionnel, la confiance dans l'internet, la confiance dans le gouvernement et la satisfaction des utilisateurs. La capacité perçue à utiliser et la confiance dans le gouvernement s'avèrent être de significatifs médiateurs de la relation entre la qualité de service et l'adoption des services gouvernementaux en ligne. Nous ne trouvons pas d'effet direct significatif de risque perçu de terrorisme sur l'adoption des services gouvernementaux en ligne, cependant, nous trouvons un effet indirect par le bénéfice fonctionnel. Par ailleurs, nous trouvons un effet significatif du sexe, niveau d'éducation et du niveau d'expérience (avec Internet et avec les sites web du gouvernement) sur l'adoption des services gouvernementaux en ligne par les citoyens. On a constaté que l’âge n'avait pas d'effet significatif sur l'adoption des services gouvernementaux en ligne.En outre, la recherche fournit certaines suggestions utiles et implications pour les milieux académiques et les professionnels des services gouvernementaux en ligne. Cela permettra également de réduire les confusions dans l'esprit des citoyens, au sujet de l’adoption de l'e-gouvernement / Globalization has increased the importance of internet as a medium of communication almost in all aspects of our lives. The current exploratory research provides an insight into the trends that exist within literature concerning the area of Electronic Government (e-government) and the potential these have for the governments, businesses, employees and citizens in perspective of the developing countries. Globally the pace of implementing e-government services is rapidly increasing; however, despite high levels of investment, a broad range of applications, and various methods of access citizens have shown relatively low levels of usage of e-government services making it an interesting area of research. To encompass the multi-dimensional nature of e-government systems the current study presents a framework of citizens’ adoption of e-government services by integrating technology acceptance and information systems (IS) success literature along with citizens’ attitudinal and societal beliefs. In the proposed framework, the qualities of e-government websites such as perceived information quality (PIQ), perceived system quality (PSYQ) and perceived service quality (PSQ) along with social influence (SI), perceived risk of terrorism (PRT) are posited to influence citizens’ adoption of e-government services (ADP) directly and indirectly through perceived ability to use (PATU), perceived functional benefit (PFB), trust in the medium (TM), trust in the government (TG) and user satisfaction (SAT). The research uses a citizen-centric approach to determine citizens’ overall acceptability/adoptability of e-government services. Although we may generalize the results to other countries, yet the primary intention of this research is to shed light on how to approach, manage and implement such projects in developing countries. The model has been examined through an empirical study using paper-based along with a web-based survey. Structural equation modeling has been used to test the proposed hypotheses. The results of the research show that perceived ability to use, perceived functional benefit, trust in medium, trust in government and user satisfaction are strong predictors of citizens’ adoption of e-government services. We also find evidence that the effect of perceived information quality and perceived system quality on adoption of e-government services is totally mediated by perceived ability to use, perceived functional benefit, trust in medium, trust in government and user satisfaction. Perceived ability to use and trust in government are found to be significant mediators on the relationship between perceived service quality and adoption of e-government services. We do not find any significant direct effect of perceived risk of terrorism on adoption of e-government services rather we find an indirect effect through perceived functional benefit. We also find that perceived ability to use, trust in medium and trust in government partially mediate the relationship between social influence and adoption of e-government services. Moreover, we find significant effect of gender, education level, experience with internet and with e-government websites on citizens’ adoption of e-government services. Age is found to have no significant effect on citizens’ adoption of e-government services. Further, the research provides some useful suggestions and implications for the academician and practitioners of e-government services assisting them in designing and implementing policies and strategies to increase the adoption of e-government services. This will also help reduce confusions in the minds of citizens, regarding e-government adoption

This qualitative study is of the interpretivist nature and it aims to examine how knowledge workers perceive their interaction with a knowledge management system when used for knowledge sharing purposes. The purpose is to offer answers to two research questions: How do knowledge workers perceive their interaction with knowledge management technology in relation to knowledge sharing? What are the benefits and challenges that knowledge workers experience in relation to knowledge managing and sharing when using a KMS system? The data was collected by applying qualitative research methods and by conducting five interviews with participants of an IT organization that has its head office in Sweden, but additional offices in other geographical locations. To be able to study the participants´ perception and the benefits of the use on both local and international levels, the interviewees were chosen from different sites in which their organization was operating. To provide the answers to these questions and to establish the foundation of this research, an extensive literature review on the problem area was carried out, and a theoretical framework has been employed to study the different aspects of this model in the context of knowledge management systems in relation to knowledge sharing among knowledge workers. As a result, additional derived attributes came from the findings and it is shown that users tend to relate knowledge quality with the completeness, frequency of update, and validity of the knowledge content that they are exposed to in the KMS. Similarly, they relate KMS quality to administrability and maintenance easiness, whereas organizational service providing quality in relation to knowledge sharing is more related to the aspects of organizational commitment and reliability. Moreover, the findings show that participants relate their intention to use the KMS to the attributes of convenience and practicality, and the levels of user satisfaction were in this case mainly related to the user´s perception of usefulness. Lastly, the perception of the benefits and reciprocal value-creating for both the organization and the individual was examined and the findings show that the users tend to relate these to the aspect of relevance, or in other words that the benefits are only perceived as useful by the user if they are identifiable, respectively the user being aware of the benefits and perceiving them as relevant.

This study explored the needs and challenges faced by diabetics and healthcare personnel in the context of diabetes consultations in Sweden, with the aim of identifying improvements for Clinical Decision Support Systems (CDSS). Given the global prevalence of diabetes, understanding the use and implications of CDSS in patient consultations is crucial. This research aimed to fill that knowledge gap by exploring ways to improve CDSS, considering the needs of both diabetics and healthcare workers. A qualitative approach was used, including 12 interviews, 1 observation, and 6 document reviews. A thematic analysis revealed four key themes which highlighted various challenges and needs, experienced from both diabetics and healthcare personnel. The underlying causes of these challenges were linked to recent technological advancements and the increase in available data points. This results infrustration, suboptimal care outcomes, and an increased reliance on alternative solutions by both parties. The DeLone and McLean IS Success Model was used to identify potential technological solutions and provides a clear recommendation on what needs to be improved for future solutions. The findings contribute significantly to understanding the utilization of CDSS in diabetes care and associated challenges. The study is particularly relevant for healthcare personnel, diabetics, policymakers, entrepreneurs, and scholars interested in healthcare information systems. Future studies should focus on generalizing these findings by exploring other healthcare systems and to what extent this findings are applicable for type 2 diabetics, as well as practically exploring how new systems can address the identified needs in this study. Ultimately, this study contributes to the potential for improved care and quality of life for diabetics. / Denna studie utforskade behov och utmaningar som diabetiker och sjukvårdspersonal står inför i samband med diabeteskonsultationer i Sverige, med målet att identifiera förbättringar för kliniska beslutsstödssystem (CDSS). Med tanke på diabetes globala prevalens, är det avgörande att förstå användningen och implikationerna av CDSS i patientkonsultationer. Denna forskning syftade till att fylla detta kunskapsgap genom att utforska möjligheter att förbättra CDSS, med hänsyn till både diabetikers och vårdgivares behov. Kvalitativa metoder användes, inklusive intervjuer, observationer och dokumentgranskningar. En tematisk analys identifierade fyra nyckelteman som belyste flera utmaningar och behov från både diabetiker och sjukvårdspersonal. De underliggande orsakerna till dessa utmaningar var kopplade till tekniska utveckling och ökningen av tillgängliga datapunkter. Detta resulterade i frustration, suboptimala vårdresultat och en ökad användning av alternativa lösningar från båda parter. DeLone och McLean IS Success Model användes för att översätta behoven till tekniska krav för potentiella framtida lösningar. Studiens resultat bidrar till förståelsen av användningen av CDSS inom diabetesvård och relaterade utmaningar. Studien är särskilt relevant för sjukvårdspersonal, diabetiker, politiker, entreprenörer och forskare som är intresserade av hälso- och sjukvårdsinformationssystem. Framtida studier bör fokusera på att generalisera dessa resultat genom att undersöka andra sjukvårdssystem och i samband med typ 2 diabetes, samt utforska hur mer praktiskt utveckling av nya system kan gå till för möta de identifierade behoven i denna studie. Slutligen bidrar denna studie till potentialen för förbättrad vård och livskvalitet för diabetiker.

Computing / M. Sc. (Information Systems)

本研究以針對B2B資訊系統設計之資訊系統成功模型(IS Success Model)作為假設架構，探討使用者滿意度與持續使用意願間的關係，並加入個人創新特質做為影響持續使用意願之假設，在研究架構中，分別探討資訊品質與系統品質與使用者滿意度的關係，以及使用者滿意度與個人創新特質分別對持續使用意願的關係。 本研究透過問卷法抽樣進行資料蒐集，選擇2010台北國際電子產業科技展之參展廠商作為研究對象，在回顧大量文獻與研究架構，並且排除無效問項後，進行問卷調查與分析，總共回收117份有效問卷，以PLS(Partial Least Squares)法進行分析後，得到以下結論： 使用者對於資訊系統的滿意度與系統品質及資訊品質呈現正相關，當資訊品質越高，也就是資訊系統產出的資訊之品質越好時；使用者滿意度會越高；當系統品質越高時，也就是資訊系統本身的特性越好時，使用者滿意度會越高。本研究更進一步發現，資訊系統持續使用意願受到使用者滿意度及個人創新特質影響，使用者滿意度與持續使用意願有正相關，滿意度越高時，持續使用的意願會越高；個人創新特質與持續使用意願也呈現正相關，當使用者之個人創新特質越強烈時，持續使用資訊系統的意願會越高。 / This research, based on the IS Success Model proposed by DeLone and McLean(1992), the B2B information system regarding the relationship between user satisfaction and continuance usage. Personal innovativeness was added to test its relationship with continuance usage. Within the hypothesized framework, the impacts of latent variables in system quality and information quality on user satisfaction are examined and tested, respectively. The research is conducted through sampling by a survey from companies attending the 2010 Taipei International Electronics Show. Of 121 samples collected, 117 are effective. By analyzing the samples with the PLS (Partial Least Squares) method, the research concluded the following: User satisfaction is positively influenced by system quality and information quality, which represents the characteristics of the information system itself and the form of information produced by the information system respectively. User satisfaction, together with personal innovativeness of the users, positively influence the continuance intentions to use the information systems.