Abstract As the widespread use and company dependency on Intranet increase, so does the need to assess their value and to ensure implementation success. As a new technology, Intranet success may be affected by the general level of awareness and experience of IT networking in the user population. This study examines the factors which have been proposed in the literature to account for new IT systems and apply them to Intranet. This study identifies and empirically tests five major variables as determinants of Intranet success, in this case measured in terms of user satisfaction. This result clearly supports the hypothesized relationships and suggests the need for Intranet project managers and top management to pay special attention to these determinants of Intranet success. According to the result, Intranet success is directly positive to the quality of Intranet, degree of management support, degree of user participation in Intranet development, computer self-efficacy of users, service provided by the IT center, as each has been defined in this study. Among those five variables, the quality of Intranet and computer self-efficacy of users are the most critical factors affecting user satisfaction on Intranet. In addition, degree of user participation in Intranet development is also a moderating variable between degree of management support and user satisfaction. A set of those five factors is found to account for 61.4¢Mof the variance in user satisfaction on Intranet. As for users¡¦ attributes, such as age, seniority and computer experience influence the perception of Intranet as well. Based on the results, some recommendations are proposed for Intranet project managers and top management to enhance user satisfaction on Intranet and to shape an advantageous environment for Intranet development, including: improving the five factors mentioned above and increasing users¡¦ ability to use Intranet according to users¡¦ attributes, such as age, seniority and computer experience.

This research presents an in-depth investigation and description of a single user group, system administrators. Following an overview of these computing professionals and their complex, risky work environment, system administrator work practices were investigated using data collected from previous experience, interviews, a usability study, and the literature. This research contributes to existing knowledge by presenting an analysis of system administrator work practices and identifying them as broker technicians. As such, many of the findings of this study may apply to other broker technicians. Because the work of system administration is so dependent upon technology and the way sysadmins access and control that technology, investigations of tool use were then studied. Through an analysis of work practices related to tool use, attributes important to system administrator work practices were identified. These attributes fell into two categories: information quality (currency, completeness, accuracy, format, logging, and verification) and system quality (reliability, flexibility, integration, accessibility, speed, scriptability, credibility, situation awareness, and monitoring).This research proposes the use of Wixom and Todd's (2005) integrated user satisfaction model in the context of system administration. This theoretical model provides an opportunity to link the identified characteristics with system administrator beliefs and tool usage. This research contributes to existing knowledge by identifying information and system quality attributes important to system administrators, and empirically testing the modified user satisfaction model in the untested context of system administration. The user satisfaction model was found to be significant and predictive of system administrator tool use behaviors, with two information quality attributes (accuracy and verification) and two system quality attributes (reliability and credibility) significant.

No / This research seeks to measure citizen satisfaction with the electronic Prescription Prepayment Certificate (PPC) offered by National Health Service (NHS) in the United Kingdom (UK). The paper reports on the findings of a survey of over 500 users of the NHS PPC service. Satisfaction is measured using the four dimensions from the COBRA framework (Osman et al. (2011) [1]) which comprise the cost, opportunity, benefits and risk assessment constructs. This is the first study to measure citizen satisfaction with the electronic PPC in the UK across these constructs. The results show that most citizens using the PPC electronic service are satisfied with this service and that the service meets their essential needs. The paper also presents the results of qualitative feedback obtained from the participants that can be used to determine the areas that need further improvement in the current electronic PPC service and potential influence on user satisfaction.

Automatic Speech Recognition (ASR) research has been primarily focused towards large-scale systems and industry, while other areas that require attention are often over-looked by researchers. For this reason, this research looked at automatic speech recognition at the consumer level. Many individual consumers will purchase and use automatic software recognition for a different purpose than that of the military or commercial industries, such as telecommunications. Consumers who purchase the software for personal use will mainly use ASR for dictation of correspondences and documents. Two ASR dictation software packages were used to conduct the study. The research examined the relationships between (1) speech recognition software training and word accuracy, (2) error-correction time by the user and word accuracy, and (3) correspondence type and word accuracy. The correspondences evaluated were those that resemble Personal, Business, and Technical Correspondences. Word accuracy was assessed after initial system training, five minutes of error-correction time, and ten minutes of error-correction time. Results indicated that word recognition accuracy achieved does affect user satisfaction. It was also found that with increased error-correction time, word accuracy results improved. Additionally, the results found that Personal Correspondence achieved the highest mean word accuracy rate for both systems and that Dragon Systems achieved the highest mean word accuracy recognition for the Correspondences explored in this research. Results were discussed in terms of subjective and objective measures, advantages and disadvantages of speech input, and design recommendations were provided. / Master of Science

An increasing number of technologies and applications have begun to focus on mobile computing and the wireless Web as a way to conduct commerce-oriented transactions. M-commerce Websites that are usability friendly must emphasize information quality, system quality, and service quality, as these are proxy measures to mobile commerce user satisfaction (MCUS). Measureable variables can help researchers to understand how satisfaction induces users to return to a Website. Although several studies on m-commerce user satisfaction focus on content quality, appearance, service quality, and ease of use, the results of these studies were inconclusive because they do not address contextual usability barriers for the mobile Web. The task context, which consist of two activities, search and transaction, is a prominent contextual factor that affects mobile usability positively or negatively in achieving MCUS. The researcher determined what end user expectations and actual usage beliefs result in disconfirmation or MCUS. An empirical field study of an online retailer and search platform was conducted using a sampling of 98 participants. The participants used a smartphone to search and complete a transaction in the participant's natural setting. The study results indicated that expectations and usability measures including efficiency, errors, and flexibility significantly influence actual usage leading to MCUS. The original Expectation Confirmation Theory (ECT) model assumed that user's expectations could lead to actual usage. However, in the modified ECT model, it is the actual usage experience itself that determines MCUS. Disconfirmation is an inconsistent measure tied to actual usage, purchase intent, or satisfaction as mobile users often make purchases from m-commerce Websites because of convenience, flexibility, efficiency, and accessibility. If the user experiences an error during the search or transaction activity, such a drawback can cost a mobile Website future traffic, the loss of a transaction, and lead to lower levels of satisfaction.

The issue addressed by thesis is the fact that public transport in Sweden is operated through multiple organisations. All of these have individual applications for planning and paying for travel. It is believed by the authors of this thesis that because of this it is essential that these applications have high user satisfaction so that they are comfortable and easy to use for first time users. The purpose of this thesis is to ​explore the user satisfaction of Swedish public transport applications with a focus on usability. To gather the data needed to fulfill this purpose a survey was handed out to 103 Swedish people and think aloud test was performed with 5 people. The answers form these 2 investigations were analyzed in regard to usability, cognitive load and the concept of an integrated system. The results of this thesis showed that there were no significant differences between the different public transportation applications in Sweden.​This thesis maybe interesting for the different operators providing the applications for public transport, as a groundwork for further development of the applications. As well as being used in the current discussions about implementing a Swedish integrated public transport system.

The purpose of this Master’s thesis is to perform a user oriented evaluation of the International Library’s website. The questions posed in this study are; for what purpose do the users in this study turn to the International Library’s website; what does the users information searching process consist of when visiting the site; how does navigation, layout and content effect the users satisfaction with the website; do the users in this study consider that the International Library’s website can be improved and if so, how? The study was performed with a user oriented approach where six qualitative interviews with librarians who use the website were conducted. These interviews were analysed using Brenda Dervin’s Sense making-theory and Leclercq’s theory about user satisfaction. The results show that functions that the librarians have used regularly on the website are easily found but the site lack in intuitiveness. The users trust the content on the website and this effects their satisfaction in a positive way because it makes the information useful. The suggestions of improvement of the website concerned easier access to the catalog and a separate entrance for librarians and other users. / Uppsatsnivå: D

With the changing on network technology and Internet exchanges frequently, the Internet plays an important role in many people's lives, but also affects the learning, the change of the sale. The survey found that internet users are young than12-year-old is a rising trend. Therefore, construction of children's Web site to make children to feel about the vast Internet information in the information filtering case. Then, to provide a satisfactory experience for users of the site will affect the users of the site's views and re-visit frequently. This study aims to explore the impact on user perceived experience and loyalty of children's web-based service quality in order to understand whether website on providing service quality have different views in different a point of view, as the reference of site designer, web-site operators and follow-up study in the future. The results pointed out that in the course of children's website, the dimensions that the web-based service quality and perceived experience affect user¡¦s satisfaction and user¡¦s loyalty can be summarized as follows: (a) user¡¦s perceived experience of web site can directly impact on user¡¦s satisfaction and loyalty; (b) web-based service quality is required by the user satisfaction indirectly affects user¡¦s loyalty and demographic variables in the study of variable conditions sum up the differences. The management of meaning which are obtained by variance analysis will be able to serve as managers in improving the children's web-based service quality.

User development of applications provides end users with an alternative to the traditional process of systems development by allowing them to solve job related problems by developing their own software applications. User developed applications (UDAs) support decision making and organisational processes in the majority of organisations, and the ability to develop small applications forms part of the job requirements for many positions. Despite its pervasiveness, there are many risks associated with user development of applications. These risks result primarily from decreases in application quality that arise when end users have had little training and do not follow system development methodologies. The primary aim of the research described in this thesis is to gain a better understanding of UDA success. In particular, the thesis considers the role of system quality in UDA success and the ability of end user developers to judge whether the applications they develop will have a positive impact on their performance of tasks. The research also investigates factors that might impact upon this ability. The research objectives were addressed through two empirical studies. Two possible models of UDA success provided the starting point for Study 1. The first model is DeLone and McLean’s (1992) model of IS success, and the second model is a version of this model that was modified to address concerns about the DeLone and McLean model and to reflect current research about UDA success. The models were tested using data from a field study involving business people participating in a business policy simulation, where they developed spreadsheet applications to assist in decision making. Structural equation modelling was used to test the models. Neither of the models was well supported by the data. However, the analysis provided strong support for relationships between perceived system quality and user satisfaction, information quality and user satisfaction, user satisfaction and intended use, and user satisfaction and individual impact. It is notable that the model paths that were supported in Study 1 were primarily those that reflect user perceptions rather than objective measures. This study highlighted that user perceptions of information systems success play a significant role in the UDA domain. The results did, however, suggest that there might be a direct relationship between system quality and individual impact. Study 2 was a laboratory experiment and the participants were end users from a range of organisations. A revised research model was developed based on the findings of Study 1, and structural equation modelling was again used to test the model. The model paths that were supported suggest that for small to moderate applications, increases in spreadsheet development knowledge lead to increases in system quality and consequently the development of better quality spreadsheets. They also suggest that for these kinds of applications, end users have realistic perceptions of system quality and hence that user satisfaction may be an appropriate measure of UDA success. The results of Study 2 also provided insight into the role of user involvement in end user development, clarifying the process by which benefits are obtained. The study also provided insight into the importance of spreadsheet development knowledge for successful use (as well as development) of a spreadsheet application. The results described in this thesis have practical implications for the management of user development of applications. They highlight the need either to increase end user levels of development knowledge via training so that end users can cope with applications of greater complexity, or to provide other forms of support for development. The role of organisational standards and guidelines is also be considered in the thesis and it is suggested that there is a particular need for guidelines on what kinds of applications are suitable for end user development.

Enterprise Information Systems (EIS) are large systems that enable the integration of business processes and allow seamless business process data flow throughout the organization. An EIS implementation is considered a failure if it is being cancelled; if it is removed early with relevant financial and organizational losses; or if the implementation resulted in a system being underutilized due to dissatisfaction, overspend or poor requirements gathering. Despite excessive spending over the years on digital transformation projects of such systems, failure rates have been excessively high. This research explores Super User effectiveness as an integral part of digital transformation processes. Super Users are regular but highly motivated employees who receive additional training in the use of a new or upgraded computer system to be introduced in the workplace, so that they can provide first-line technical support and training to their local colleagues. Super Users are frequently engaged in guiding and supporting users throughout and after EIS implementations or system upgrades. User satisfaction with the training process and Super User support effectiveness tends to contribute to more successful system transition and EIS implementation success. However, the role of Super Users in EIS implementations as a first line of education and support for EIS users has been substantially understudied as a potential way of reducing these failure rates. Although several studies have explored desired Super User characteristics in EIS systems implementation and successful organizational digital transformation processes, there has been a lack of attention to user perceptions of integrative systems as a contributing factor to better system utilization and implementation. This research explores Super User effectiveness as an integral part of digital transformation processes. A Theoretical Model was developed that draws from accepted theories of collaborative technology, technology adoption, and expectation confirmation. A survey was used to gather responses of 321 end users about their perceptions of Super User support and effectiveness, derived from their experience in several organizations that had undergone digital transformation. The study data were analyzed quantitatively, and the model validated through a structured equation model that was developed, based on relevant published models. A further explanatory study was conducted through thematic analysis of written participant responses. Our study found that Super User ability to emphasize the collaborative features of integrative systems by augmenting user perceptions of EIS as a social presence medium can contribute to higher levels of user performance and satisfaction. Immediacy of integrative systems as well as Individual user characteristics were found to play a positive role in user performance and satisfaction improvement. Situational characteristics of resource-facilitating conditions was also found to contribute positively to user performance and satisfaction. This study contributes to existing research on integrative systems characteristics and Super User effectiveness. It emphasizes collaborative components of integrative systems and discusses additional tools and expanded capabilities for systems utilization and user learning. It also expands on our understanding of Super User effectiveness through an exploration of user perceptions of integrative systems as a social presence medium and effective collaboration tool. Practitioners can thereby emphasize to users the resulting augmented capabilities that can contribute to effectiveness of the Super User training and development process. Practitioners should therefore urge organizations to focus on Super User selection and development as effective organizational resources that facilitate user support through organizational changes associated with EIS implementations, thereby contributing to increases in EIS implementation success rates. / Dissertation / Doctor of Philosophy (PhD) / This research examines the role of Super Users in Enterprise Information Systems (EIS) implementation as a means to reduce high failure rates in digital transformation projects. Super Users, motivated employees trained to provide technical support and training for colleagues during EIS transitions, play a crucial but underexplored role. The findings highlight the importance of Super Users in emphasizing collaborative aspects of EIS, contributing to improved user performance and satisfaction. This research underscores the significance of Super User selection and development in enhancing EIS implementation success rates.