Self-service technologies (SSTs) have grown rapidly and aim to help customers self-serve. Self-service can be facilitated through help centers, which offers information and support. As the demand for on-going support continues to rise, it is important with continuous research of how to assist help centers to match the affordances of current technology to customers’ needs while providing a good User Experience (UX). Therefore, this study investigates how UX design can be used to improve help centers as a tool for self-service for different stakeholders. This study was in collaboration with Nasdaq, where the users’ needs, expectations and concerns when looking for help to use Nasdaq’s products were identified. In an evaluation, the main features of help center’s that influenced users experience and encouraged their use of the technology were measured by a theoretical lens of a revised version of a Technology Acceptance Model (TAM). The results of this study declare that the major significance in establishing a successful help center lies in ensuring easy accessibility to information through a search function and a well-organized side navigation. Additionally, incorporating a training and getting started page with a combination of videos and text are crucial for advanced products. / Självbetjäningsteknologier (SST) har vuxit snabbt och syftar till att assistera kunder att hjälpa sig själv. Självbetjäning kan underlättas genom ett hjälpcenter, vilket erbjuder information och support. Eftersom efterfrågan på ständig support fortsätter att öka är det viktigt med kontinuerlig forskning om hur man kan skapa hjälpcenter som matchar den nuvarande teknikens möjligheter till kundernas behov samtidigt som man tillhandahåller en bra användarupplevelse (UX). Därför undersöker denna studie hur UX design kan användas för att förbättra hjälpcenter som ett verktyg för självbetjäning för olika intressenter. Denna studie gjordes i samarbete med Nasdaq, där användarnas behov, förväntningar och oro när de söker efter hjälp att använda Nasdaqs produkter identifierades. I en utvärdering mättes huvudfunktionerna i ett hjälpcenter som påverkade användarnas upplevelse och uppmuntrade deras användning av tekniken genom en teoretisk lins bestående av en reviderad version av Technology Acceptance Model (TAM). Resultaten av denna studie visar att det viktigaste för att etablera ett framgångsrikt hjälpcenter ligger i att säkerställa lättillgänglighet till information genom en sökfunktion och en välorganiserad sidnavigering. Dessutom är det avgörande för avancerade produkter att införa en tränings- och komma igång-sida med en kombination av videor och text.

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This thesis delves into the digital transformation of private banking, emphasizing the challenge of balancing technology with the personalized service that high-net-worth clients expect. Employing frameworks like Relationship Marketing, the Technology Acceptance Model, and Customer Experience Management, it examines the integration and impact of digital tools on client relationships and operational efficiency in private banking. The research, informed by interviews with industry professionals, explores the adoption of digital practices, highlighting a trend towards operational efficiency yet revealing a gap in achieving the depth of personalization characteristic of private banking. The study concludes by exploring the future of digitalization in the sector, suggesting a strategic approach where technological advancements complement the foundational elements of private banking. This balanced integration is vital for maintaining the essence of bespoke advice and trust that defines the client-advisor bond in an increasingly digital financial landscape. / Denna avhandling fördjupar sig i den digitala omvandlingen av private banking-sektorn, med betoning på utmaningen att balansera teknik med den personliga service som kunder med hög nettoförmögenhet förväntar sig. Genom att använda ramverk som Relationsmarknadsföring, teknikacceptansmodellen och kundupplevelsehantering, undersöks integrationen och effekten av digitala verktyg på kundrelationer och operationell effektivitet inom private banking. Forskningen, som är baserad på intervjuer med anställda inom private banking, undersöker införandet av digitala processer och belyser en trend mot operationell effektivitet, men visar även en brist på att uppnå den djupgående personalisering som är karaktäristisk inom private banking. Studien avslutas med att analysera framtiden för digitalisering inom sektorn, och föreslår en strategisk metod där tekniska framsteg kompletterar de grundläggande elementen i private banking-verksamhet. Denna balanserade integration är avgörande för att bevara essensen av skräddarsydd rådgivning och förtroende som definierar bandet mellan klient och rådgivare i ett alltmer digitalt landskap.

[ES] A las universidades actuales no se les demanda solamente que actúen como centros de enseñanza e investigación, sino que contribuyan al desarrollo económico y social de los territorios en los que están implantadas. Una de las maneras en las que las universidades pueden contribuir a este desarrollo es mediante la transferencia de conocimiento de investigación aplicada que contribuya a la generación de riqueza y puestos de trabajo. Otra es incrementar la empleabilidad de sus egresados facilitando su incorporación al sistema productivo. En este sentido, la universidad puede jugar un papel relevante facilitando una formación que potencie y desarrolle el sentido de la iniciativa y el emprendimiento de sus estudiantes, considerado una de las habilidades fundamentales demandadas en el siglo XXI. Asimismo, la formación en el espíritu emprendedor de los estudiantes pasa por el uso de metodologías docentes que sean innovadoras y motivadoras y, por lo tanto, capaces de hacer frente a los retos a los que se enfrenta la educación superior actual. En este sentido, en los últimos años, se ha señalado la capacidad de la gamificación como herramienta de instrucción altamente motivadora y eficaz. Los estudios actuales señalan asimismo las posibilidades del uso de la gamificación para desarrollar la competencia emprendedora entre los estudiantes universitarios. No obstante, el profesorado es un elemento clave en la implantación de las metodologías y aproximaciones pedagógicas empleadas en el aula. Por este motivo, el objetivo principal de esta tesis es analizar las actitudes e intención de uso de la gamificación, por parte del profesorado universitario, como metodología docente dirigida a desarrollar la competencia emprendedora de los estudiantes universitarios. Con este objetivo se plantea un diseño exploratorio de corte cuantitativo orientado a conocer la actitud e intención de uso del profesorado universitario hacia la gamificación como metodología docente con la que desarrollar la competencia emprendedora de los estudiantes universitarios. Para alcanzar este objetivo se desarrolla, y valida, un modelo predictivo que incluye tanto variables personales (edad, género,) como moduladoras (clima laboral) explicativas de la actitud e intención de uso del profesorado universitario. Los resultados sugieren que la actitud frente al uso resulta explicada fundamentalmente por la utilidad percibida, y en menor medida por el clima laboral, la edad y el género. Por otro lado, la intención de uso se explica básicamente por la utilidad percibida y la edad, y en menor grado por la actitud, el clima laboral y el género. / [CA] En els últims anys, a les universitats no se'ls demanda únicament que actuen com a centres d'ensenyament i investigació, sinó que contribuïsquen al desenvolupament econòmic i social dels territoris en els quals estan implantades. Una de les maneres en les quals les universitats poden contribuir a aquest desenvolupament és mitjançant la transferència de coneixement d'investigació aplicada, que contribuïsca a la generació de riquesa i llocs de treball. Una altra és incrementar l'ocupabilitat dels seus egressats, facilitant la seua incorporació al sistema productiu. En aquest sentit, la universitat pot jugar un paper rellevant facilitant una formació que potencie i desenvolupe el sentit de la iniciativa i l'emprenedoria dels seus estudiants, considerat una de les habilitats fonamentals demandades en el segle XXI. Així mateix, la formació en l'esperit emprenedor dels estudiants passa per l'ús de metodologies docents que siguen innovadores i motivadores i, per tant, capaces de fer front als reptes als quals s'enfronta l'educació superior actual. En aquest sentit, en els últims anys, s'ha assenyalat la capacitat de la gamificació com a eina d'instrucció altament motivadora i eficaç. Els estudis actuals assenyalen així mateix les possibilitats de l'ús de la gamificació per a desenvolupar la competència emprenedora entre els estudiants universitaris. No obstant això, el professorat és un element clau en la implantació de les metodologies i aproximacions pedagògiques emprades a l'aula. Per aquest motiu, l'objectiu principal d'aquesta tesi és analitzar les actituds i intenció d'ús de la gamificació, per part del professorat universitari, com a metodologia docent dirigida a desenvolupar la competència emprenedora dels estudiants universitaris. Amb aquest objectiu es planteja un disseny exploratori de tall quantitatiu orientat a conéixer l'actitud i intenció d'ús del professorat universitari cap a la ludificació com a metodologia docent amb la qual desenvolupar la competència emprenedora dels estudiants universitaris. Amb aquest objectiu es desenvolupa, i valguda, un model predictiu que inclou tant variables personals (edat, gènere,) com a moduladores (clima laboral) explicatives de l'actitud i intenció d'ús del professorat universitari. Els resultats suggereixen que l'actitud enfront de l'ús resulta explicada fonamentalment per la utilitat percebuda, i en menor mesura pel clima laboral, l'edat i el gènere. D'altra banda, la intenció d'ús s'explica bàsicament per la utilitat percebuda i l'edat, i en menor grau per l'actitud, el clima laboral i el gènere. / [EN] In recent years, universities are not only required to perform as teaching and research centers, but also to be part of the economic and social development of the territories in which they are located. To do so, universities can contribute in many ways, like transfering applied research knowledge that helps in the generation of wealth and jobs or by increasing the employability of their graduates by facilitating their incorporation into the productive system. In this sense, the university as an institution can play a relevant role by providing training that enhances and develops the sense of initiative and entrepreneurship of its students, considered one of the fundamental skills demanded in the 21st century. Likewise, training students in entrepreneurship requires the use of teaching methodologies that are both innovative and motivating and, therefore, capable of meeting the challenges faced by today's higher education. In this sense, in recent years, the capacity of gamification as a highly motivating and effective instructional tool has been pointed out. Current studies also focus on the possibilities of using gamification to develop entrepreneurial competence among university students. Taking this into account and considering that teachers are still a key element in the implementation of the methodologies and pedagogical approaches used in the classroom, the main objective of this thesis is to analyze the attitudes and intention to use gamification, by university teachers, as a teaching methodology aimed at developing the entrepreneurial competence of university students. With this objective, an exploratory design of quantitative cut is proposed, oriented to know the attitude and intention of use of university professors towards gamification as a teaching methodology, to develop the entrepreneurial competence of university students. Having this objective in mind, a predictive model is developed -and validated- that includes both personal variables (age, gender) and modulating variables (work environment) that explain the attitude and intention of university professors towards the use of gamification as a teaching methodology to develop the entrepreneurial competence of university students. The results suggest that attitude towards the use of gamification is explained mainly by perceived usefulness, and to a lesser extent by work environment, age and gender. On the other hand, intention to use is basically explained by perceived usefulness and age, and to a lesser extent by attitude, work environment and gender. / Seguí Mas, DM. (2021). El uso de la gamificación en la enseñanza del emprendimiento: actitud e intención de uso por parte del profesorado universitario [Tesis doctoral]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/172236

Mobile technology is increasingly leveraged for mental health interventions, with users expressing overall satisfaction and finding the apps helpful and user-friendly. While the apps offer diverse features for symptom management, self-help, and treatment support, evidence regarding their effectiveness remains limited, suggesting a need for further research. Usability, engagement, and tailoring to user preferences emerge as critical factors, emphasizing the importance of customization for different populations. This research presented a systematic literature review aimed at evaluating studies specifically focusing on post-traumatic stress disorder (PTSD) apps, with a subsequent quality assessment using the MARS scale. Additionally, the research involves an in-depth analysis of user reviews for these PTSD apps through thematic, and path analysis. The technology acceptance model (TAM) model serves as the framework for path analysis, and the performance of VADER, Flair, and TextBlob is evaluated. Sentiment analysis is then employed to explore relationships among TAM model factors and additional factors derived from the systematic literature review and thematic analysis. In conclusion, this dissertation contributes to the understanding of PTSD apps, their usability, and their potential for mental health support. It underscores the need for further research, customization, and ongoing collaboration to optimize the effectiveness of these applications in managing PTSD symptoms and supporting individuals in their mental health journey.

Yes / Digital payment methods (DPMs) are evolving fast but they are yet to be widely adopted particularly in the developing countries. An initial review of literature suggests that several studies have already been conducted on this topic for understanding antecedents of digital payments adoption. However, only a few studies have examined this emerging topic in the context of developing countries. The aim of this submission is to identify antecedents of consumer adoption and usage of digital payments methods. The results of this literature analysis suggest that constructs related to technology acceptance model (TAM) and unified theory of acceptance and use of technology (UTAUT) along with trust and risk are the most frequently examined constructs for determining consumer’s behavioural intention to use and usage of DPMs. The findings from this work can help researchers selecting factors for inclusion in the future empirical works on this topic.

Cloud computing (CC) has become a strategic trend for online government services around the world, and Jordan is no exception. However, the acceptance and use of this novel technology face a number of barriers and challenges, including technological, human-aspects, social, and financial issues which need to be considered carefully by governments contemplating the implementation of cloud-based services. Drawing on the literature review on the acceptance and use of cloud-based e government services, it is evident that there is still a lack of explanatory power due to the following reasons: 1) focusing on the adoption and implementation of cloud-based e-government systems from the supply-side perspective, and therefore there are no enough studies on the integration between the supply-side and the demand-side as a single phenomenon. 2) while most of the e-government literature discussed the acceptance and adoption of traditional e-government services, there has been relatively little research on the distinguishing characteristics of cloud technology (e.g. security and trust). In addition, although Jordan made significant efforts in implementing cloud-based e-government systems since 2014, Jordan still has an unsatisfied rank with respect to the E-Government Development Index (EGDI) and E Participation Index (EPI). Many researchers state that security is one of the main determinates to the successful implementation of e-government services, without investigating this issue in depth. This thesis aims to bridge these gaps in an empirical manner through introducing a comprehensive investigation to provide a thorough understanding of cloud services adoption stemming from multiple perspectives, using an amended theoretical model based on the second version of the Unified Theory of Acceptance and Use of Technology (UTAUT2). To achieve this research aim, a mixed-methods approach for data collection was used. The first stage employed an online questionnaire (220 valid responses and 27 questions) to identify that some e-government challenges still affect the acceptance of cloud-based public services (e.g. lack of awareness and security). Also, to determine some of the security concerns relevant to the research context. In the second stage, a grounded theory approach (18 semi-structured interviews and five questions as an interview guide) was adopted to explore factors affecting users’ (i.e. citizens’) perceptions regarding the security of cloud-based e-government services. The results show five factors influencing perceived security: intangible and tangible characteristics (ITCS), information security awareness (ISA), interface design quality (IDQ), law and regulations, and security culture (SC). The third stage applied an online questionnaire to validate the proposed theoretical framework which integrated the findings of the second stage with the UTAUT2 constructs, trust and perceived security. In this stage, the theoretical model was evaluated through an online survey (57 Likert five-point scale questions), and a total of 669 validated responses were analysed with the Structural Equation Modelling (SEM) technique using Analysis of Moment Structures (AMOS) version 25.0. The results indicated that performance expectancy (PE), effort expectancy (EE), social influence (SI), facilitating conditions (FC) and trust (ToEG) of e-government were found to significantly and positively influence the individuals’ behavioural intention to use cloud-based e-government services. Moreover, perceived security (PS) significantly influenced trust (ToEG) of e-government. In addition, intangible and tangible characteristics (ITCS), information security awareness (ISA), interface design quality (IDQ), law and regulations, and security culture (SC) had a positive effect on the perceived security of cloud-based public services. The outcome of this research presents a theoretical framework for studying the acceptance of cloud services in the Jordanian public sector. Additionally, eighteen action guidelines corresponding to the eleven factors of this study have been suggested and five of which have been already implemented or are planned to be implemented by the Jordanian government. The results of this study will provide empirical findings for the e-government professionals around the world, especially in developing countries with a similar context to the Hashemite Kingdom of Jordan, facing similar obstacles for the acceptance and adoption of cloud-based e-government services, and aspiring to enhance such services in their countries. The practical implications, implementation guidelines, theoretical contributions, and limitations of this work are discussed in the context of providing key directions for future research. / Mutah University in Jordan

<p>This research work investigates and reports on the contribution of usability and perceptual frameworks towards understanding and ultimately increasing usage of a sales website and a corporate marketing website for a major insurance company in South Africa. It investigates whether the application of usability principles to the sales web positively influences the usage of the sales web system as a tool by intermediaries, and in so doing help the organisation recoup their investment and lower operational costs. This financial services (traditionally insurance) company, like many organisations, is in the process of migrating key operational systems onto web platforms to take advantage of benefits such as the ubiquity of web access and services orientated architecture among others. The research reviewed key frameworks in the area of technology acceptance or usage namely  Nielsen‟s usability attributes (Nielsen, 2003)  The Technology Acceptance Model (TAM), (Davis, 1989)&nbsp /  The Theory of Reasoned Action (Fishbein &amp / Ajzen, 1975)  The Theory of Planned Behavior (Ajzen, 1985) / and derived a theoretical summative model (the Conceptual Research Model) that combined both usability and perceptual dimensions. The applicability of this summative model was empirically tested using quantitative data relating to system&nbsp / usage and user perception. Empirical evidence was gathered to prove and refine the Conceptual Research Model (CRM), and the data substantiated the inclusion of the constructs in the CRM, as well as the efficacy of the model in a financial services organisation. Through testing of the CRM, this research has also confirmed which specific attributes of usability can be focussed on to bring about positive change in users‟ usage behaviour and adoption of a website or web application.</p>

<p>This research work investigates and reports on the contribution of usability and perceptual frameworks towards understanding and ultimately increasing usage of a sales website and a corporate marketing website for a major insurance company in South Africa. It investigates whether the application of usability principles to the sales web positively influences the usage of the sales web system as a tool by intermediaries, and in so doing help the organisation recoup their investment and lower operational costs. This financial services (traditionally insurance) company, like many organisations, is in the process of migrating key operational systems onto web platforms to take advantage of benefits such as the ubiquity of web access and services orientated architecture among others. The research reviewed key frameworks in the area of technology acceptance or usage namely  Nielsen‟s usability attributes (Nielsen, 2003)  The Technology Acceptance Model (TAM), (Davis, 1989)&nbsp /  The Theory of Reasoned Action (Fishbein &amp / Ajzen, 1975)  The Theory of Planned Behavior (Ajzen, 1985) / and derived a theoretical summative model (the Conceptual Research Model) that combined both usability and perceptual dimensions. The applicability of this summative model was empirically tested using quantitative data relating to system&nbsp / usage and user perception. Empirical evidence was gathered to prove and refine the Conceptual Research Model (CRM), and the data substantiated the inclusion of the constructs in the CRM, as well as the efficacy of the model in a financial services organisation. Through testing of the CRM, this research has also confirmed which specific attributes of usability can be focussed on to bring about positive change in users‟ usage behaviour and adoption of a website or web application.</p>

Made available in DSpace on 2014-12-17T13:53:24Z (GMT). No. of bitstreams: 1 AnnaCSN.pdf: 3032779 bytes, checksum: c9b62b38c5e42ff883e6b2946ccff0e1 (MD5) Previous issue date: 2009-09-04 / This study examines the factors that influence public managers in the adoption of advanced practices related to Information Security Management. This research used, as the basis of assertions, Security Standard ISO 27001:2005 and theoretical model based on TAM (Technology Acceptance Model) from Venkatesh and Davis (2000). The method adopted was field research of national scope with participation of eighty public administrators from states of Brazil, all of them managers and planners of state governments. The approach was quantitative and research methods were descriptive statistics, factor analysis and multiple linear regression for data analysis. The survey results showed correlation between the constructs of the TAM model (ease of use, perceptions of value, attitude and intention to use) and agreement with the assertions made in accordance with ISO 27001, showing that these factors influence the managers in adoption of such practices. On the other independent variables of the model (organizational profile, demographic profile and managers behavior) no significant correlation was identified with the assertions of the same standard, witch means the need for expansion researches using such constructs. It is hoped that this study may contribute positively to the progress on discussions about Information Security Management, Adoption of Safety Standards and Technology Acceptance Model / Este estudo analisa os fatores que influenciam os gestores p?blicos na ado??o de pr?ticas van?adas de Gest?o de Seguran?a da Informa??o. A pesquisa utilizou como base assertivas a Norma de Seguran?a ISO 27001:2005 e modelo te?rico baseado no TAM (Technology Acceptance Model) descrito em Venkatesh e Davis (2000). O m?todo adotado foi a esquisa de campo de alcance nacional que contou com a participa??o de oitenta gestores p?blicos dos Estados do Brasil, sendo todos coordenadores na ?rea de gest?o e planejamento dos governos estaduais. A abordagem da pesquisa foi quantitativa e foram utilizados m?todos de estat?stica descritiva, an?lise fatorial e regress?o linear m?ltipla para an?lise dos dados. Os resultados da pesquisa apresentaram correla??o entre os construtos do modelo TAM (facilidade na utiliza??o, percep??o sobre a utilidade, atitude e inten??o de utiliza??o) e a concord?ncia com as assertivas elaboradas de acordo com a norma ISO 27001, demonstrando que estes fatores influenciam os gestores na ado??o de tais pr?ticas. J? as outras vari?veis independentes do modelo (perfil organizacional, perfil demogr?fico e comportamental dos gestores) n?o tiveram correla??o significante com as assertivas da referida norma, demonstrando necessidade de amplia??o de pesquisas com utiliza??o de tais construtos. Espera-se que este estudo possa contribuir de forma positiva ao avan?o nas discuss?es sobre o tema Gest?o de Seguran?a da Informa??o e Ado??o de Normas de Seguran?a, bem como, Modelos de Aceita??o de Tecnologia