Contexte : Les premières implantations PACS (Picture Archiving and Communication System) remontent aux années 80. Le rehaussement récent du PACS au sein d’un centre hospitalier universitaire a permis d’étudier l’introduction d’innovations dans une technologie mature. Objectif : Dans un premier temps, effectuer une revue de la littérature sur les études évaluant la perceptions des utilisateurs de l’implantation des PACS. Deuxièmement, évaluer dans une étude de cas si le niveau d’alignement entre les tâches et la technologie prédit l’utilisation et la perception des bénéfices. Méthodes : Il y a eu une revue systématique de la littérature afin d’identifier les études sur la perception des utilisateurs du PACS. Une adaptation du modèle TTF (Task-Technology-Fit) développé par Goodhue (1995) a servi de base théorique pour l’étude de cas effectuée par questionnaire auto-administré. Résultats : Les modèles recensés dans la revue systématique sont mieux adaptés à des nouvelles implantions PACS qu’à des systèmes matures en évolution. Il y a une corrélation significative entre le niveau de l’alignement, tel que perçu par les utilisateurs, et la perception des bénéfices nets, ainsi que l’utilisation de la technologie. L’étude a démontré un écart entre la perception des utilisateurs et celle des développeurs interviewés. Conclusions : Cette étude supporte la validité du concept alignement tâche-technologie dans l’analyse d’un rehaussement PACS. Il est important de maintenir une interaction soutenue entre développeurs et utilisateurs, qui va audelà de la phase initiale de développement. / Context: The first PACS deployments date to the early 1980’s. The recent upgrade of PACS in a university teaching hospital has offered the opportunity to study the introduction of innovations in a mature technology. Objective: First, to conduct a literature review of studies evaluating user perceptions following deployment of PACS. Second, to evaluate in a case study if task-technology fit predicts utilisation and perceived benefits. Methods: A systematic review of the literature was conducted to identify studies evaluating user perceptions. An adaptation of the Task-Technology-Fit model developed by Goodhue (1995) served as a theoretical basis for the case study conducted with an auto-administered survey. Results: The models used in the studies identified in the review are more suited for initial deployments of PACS, rather than mature systems in a state of continuous evolution. There is a significant correlation between the level of task-technology fit and the users’ perception of net benefits, as well as use. The study also revealed a divide between the perception of users and that of developers involved in product evolution. Conclusion: The findings validate the use of task-technology fit to study a PACS upgrade. It is important to maintain a continuous interaction between users and developers beyond the early phases of product development.

Intelligent conversational agents (ICAs) are artificial intelligence (AI)-enabled systems that can communicate with humans through text or voice using natural language. The first ICA, “Eliza,” appeared in 1966 to simulate human conversation using pattern matching. Commercial ICAs appeared on the AOL and MSN platforms in 2001 and aided in developing advanced AI and Human-Computer Interaction (HCI). Since then, ICAs have progressively appeared in consumer products and services. Their success depends on the user’s experience and attitude towards these services. This research examines customer attitudes towards ICAs through a theoretical framework of integrated Expectation Confirmation Theory (ECT) and Task Technology Fit Theory (TTF). By exploring user experience via an experiment that engages end-users with ICA’s different functions and tasks, this study examines user perception of ICA’s AI capabilities, such as Conversation Ability, Friendliness, Intelligence, Responsiveness, Task Performance, and Trust. This research investigates how customer satisfaction with ICA capabilities and perceived task technology fit influence their intention to use ICAs. A field survey of 380 Canadian end-users utilizing ICAs on the websites of five large Canadian telecom service providers enabled empirical testing of the model. / Thesis / Doctor of Philosophy (PhD)

The relevance of this thesis is in addressing information systems business leadership HRIS use issues.The thesis explains acceptance and use issues central to Human Resource Information Systems (HRIS) within South African State Owned Agencies (SOAs). Organisations typically deploy HRIS with a view to automate Human Resource (HR) service delivery and administrative functions. Among other values, HRIS produces useful data and information which optimises HR operations and improves decision-making. However, the use of HRIS, notably within SOAs, is poorly understood owing to inadequate literature and contextualised studies. Despite the tremendous amount of investment into such systems, SOAs continuously identify emerging challenges and issues pertinent to HR operations and administration. For instance, despite HRIS automation, job applications and recruitment are still manually processed, which means that the costly implemented HRIS is not effectively used, and is thus underutilised. The burning questions for business leadership remain - why is HRIS not optimally utilised given significant organisational investment on such systems, and the mixed return-on-investments? The other question relates to what the level of acceptance is and actual use of these HR systems. There is also a need to determine to what extent do these systems enable or improve the delivery of human resource services and administration. Moreover, what influences the use of HRIS? Previous literature and organisational practice inadequately addresses these questions. This thesis, therefore, addresses these key issues to bridge these preceding knowledge gaps. In order to explain the use and subsequent effective use of HRIS, the study triangulated three theories as theoretical lenses. These theories are the Unified Theory of Acceptance and Use of Technology (UTAUT), Self Determination Theory (SDT), and the Representation Theory (RT). These theories are employed to explore and explain the individual use, and subsequent effective use of HRIS. In this respect, the ontological stance for this thesis is that reality is objective. Thus, the study followed a positivist research paradigm, whilst the research the approach was deductive. A survey research strategy was employed during the study to obtain primary data. Survey participants included executives and individuals from speciality units e.g. HR, Finance, Supply Chain, Support departments (including IT and Help Desks) as well as other HRIS users. Participants were drawn from various South African SOAs. Structural equation modelling and hypothesis testing show that there are myriad of determinants influencing use and effective use of HRIS. The results further show that certain constructs are inconsistent with the existing literature. Nevertheless, this inconsistency speaks to the unique South African SOA contexts. The outcome of the study is a model which theoretically and practically explains those factors which must be considered to effectively use and utilise HRIS. That is, the theoretical, practical, methodological, and contextual contributions of the thesis is in explaining the determinants which are significant for effective use of HRIS. / Centre for Business Manangement / D.B.L.