The problem of this study was the lack of knowledge about user satisfaction with the library services which are provided at the library of the Ministry of Foreign Affairs (MFA) in Saudi Arabia. The purposes of the study were twofold: (1) to measure, evaluate, and analyze user satisfaction with the library services provided at the MFA Library for the employees; and (2) to develop a model for evaluation of user satisfaction of library services in government libraries in Saudi Arabia.

Med informationssystemens ökande närvaro i dagens samhälle blir det allt viktigare att systemen anpassas efter användare och uppfyller deras behov. Därför uppmuntras användare i allt större omfattning att delta i systemutvecklingsprocessen. Trots detta är felaktiga krav en stor anledning till att projekt bedömts som misslyckade. Under tidigare studier har flera olika faktorer analyserats för att undersöka hur dessa påverkar användartillfredsställelse och hur uppfattningen av tillfredsställelse kan skilja sig mellan olika grupper av användare, baserat på dess kontext. Det har även tidigare visats att hög grad av användartillfredsställelse uppstått vid en låg grad av medverkan och vice versa. Uppsatsen ämnar belysa vilka faktorer som påverkar användares tillfredsställelse vid medverkan i systemutvecklingsprojekt. För detta har en intervjustudie med en kvalitativ ansats utformats där totalt sju intervjuer genomförts. Därefter har en kvalitativ analys genomförts för att behandla insamlade data. Studien visar att faktorerna grad och nivå av användarmedverkan och involvering, effektivitet av användarmedverkan och involvering, kommunikation mellan användare och utvecklare, användarrepresentation, stöd av ledningen samt åsikters beaktning påverkar användartillfredsställelse. Dessa faktorer stöds av teorin, medan faktorn planering inte stöds då avsaknaden av detaljerad planering inte visat någon större inverkan på tillfredsställelsen eller effektiviteten av medverkan. Slutligen har kommunikation mellan användare och utvecklare samt åsikters beaktning påvisats som faktorer med mest inflytande på användartillfredsställelse. / With the increasing presence of information systems in todays society, it can be percieved as important that the systems are adjusted based on the users needs. This could be an encouragement to let users participate in the system development process to a higher degree. Despite this, inaccurate requirement gathering is a prominent cause among projects deemed as failures. Previous studies have analyzed different factors to see how they affect user satisfaction and have also shown that the perception of user satisfaction can vary between groups of users, depending on the context. Research have shown that a high degree of user satisfaction can be achieved with a low degree of user participation, and vice versa. The aim of this thesis was to examine what factors affected users satisfaction with their participation in the system development process. To answer this, a qualitative study has been conducted through seven interviews. Further on, a qualitative method of analysis have been used to analyze the collected data. The study shows the factors degree and level of user participation and involvement, effectiveness of user participation and involvement, communication between users and developers, user representation, support of management and consideration of opinions does affect user satisfaction. These factors are supported by previous studies, while the factor planning is not supported since the absence of detailed planning does not show any significant influence on user satisfaction or the effectivity of participation. Finally, communication between users and developers and consideration of opinions has been shown to have the strongest influence on user satisfaction

Indiana University-Purdue University Indianapolis (IUPUI) / Introduction Mobile health (mHealth) applications (apps) are increasingly accessible and popular. In 2015, over 60% of smartphone users used their phones to look up health related information. mHealth apps related to maternal and child health (MCH) are particularly prevalent and frequently used. As high as 73% pregnant women and new mothers reported the use of MCH apps, with 27% using them daily. Methods A cross-sectional sample of MCH apps was extracted from the Apple App and Google Play stores using a JavaScript Scraper program. A multivariable linear regression, and series of ordinal logistic regression assessed the relationship between MCH app characteristics and two outcomes, end users’ perceived satisfaction (star ratings), and intent to use (downloads). Next, theory-based content analysis reviewed the presence and use of behavior change techniques (BCTs) in popular MCH apps using the mHealth app taxonomy framework. Finally, a qualitative inductive analysis assessed user self-reported experiences, perceived benefits, and general feedback for MCH apps. Results Seven hundred and forty-two apps met the inclusion criteria. A large majority of MCH apps were developed by non-healthcare developers. Google Play store apps had higher user ratings; while, apps within health & fitness genre, with older updates, and no agerestrictions had fewer user ratings. Furthermore, lower priced apps, with high star ratings, in-app purchase options, and in-app advertisement presence had high downloads. And, apps belonging to medical and health & fitness genre had fewer user downloads. Content analysis revealed that popular MCH apps on an average include 7.4 behavior change techniques (BCTs) with a median of 6 BCTs. Apps developed by healthcare developers had higher BCTs present within app content. Qualitative analysis shows that consumers value apps that are low cost, with superior features, smooth technical aspects, high quality content, and easy to use. Conclusions Healthcare providers, app developers, and policymakers may benefit from a better understanding of MCH apps available in two popular app stores and may consider strategies to review and promote apps to consumers based on information accuracy and trustworthiness. / 2020-11-06

The primary focus of this research is explicating the role of emotion in IT post-adoption behavior. Studied in the context of intelligent personal assistants (IPA), a class of conversational artificial intelligence (AI), the first study integrates elements from computer science, communications, and IS disciplines. The research identifies two constructs vital for speech-based technologies, natural language understanding, and feedback, and examines their role in use decisions. This work provides guidance to practice on how best to allocate R&D investments in conversational AI. The second essay examines the IT continuance through the theoretical lens of the expectation-confirmation model (ECM), incorportating cognitive and emotional satisfaction into the ECM framework. Empirical testing of the model suggests that it offers additional clarity on IT continuance phenomena and provides a significant improvement to the explanatory power of ECM in the context of an emerging technology. The third essay is one of the earliest efforts to conceptualize and test a theoretical model that considers emotional attachment in IT continuance behavior. This essay develops a novel model to investigate this phenomenon based on emotional attachment theory, and empirically validates the proposed model in the context of conversational artificial intelligence systems. While the existing theories of IT continuance focus on purely rational, goal-oriented factors, this study incorporates non-cognitive aspects by including the emotional consequences of IT continuance and offers evidence that attachment can exist even in the absence of cognitive factors.

This thesis explores potential strategies to enhance user control and satisfaction within the movie selection process, with a particular focus on the utilization of conversational generative artificial intelligence, such as ChatGPT, for personalized movie recommendations. The study adopts a qualitative user-centered design thinking approach, aiming to compre-hensively understand user needs, goals, and behavior. In-depth interviews were conducted, utilizing the "Thinking aloud"method and trigger materials to elicit rich user feedback. Participants interacted with ChatGPT and various prototypes, providing valuable insights into their experiences. The study found that participants felt more in control when given the opportunity to specify wishes. In addition, the users found that the experience of receiving recommendations through ChatGPT was more satisfying than their usual way of receiving recommendations for movies. Furthermore, participants expressed a desire for additional information about recommended movies and more novel suggestions. The prototypes, designed as triggers for user feedback, were generally well-received, providing an engaging and fun user experience. Despite some participants expressing challenges in specifying movie choices based on an emotion, this new approach to movie selection was viewed positively. Despite limitations concerning the study’s validity, reliability, and testing situation, the findings suggest the potential of generative artificial intelligence conversational agents in enhancing the movie selection process. It is concluded that iterative design improvements and further research is necessary to fully leverage the potential of natural language processing technologies in recommendation systems. The study serves as a preliminary investigation into improving movie recommendations using generative artificial intelligence and offers valuable insights for future developments.

An anonymous company has been redesigning its website to a responsive site and during this process the users have the option to stay on either site. This study examined the reasons as to why users stay on the non-responsive site and how the responsive site could be improved to make them switch to it. In order to understand how users were effected by first impressions and age as well as how adaption to technology works, previous research in these areas have been presented. A survey and user test were conducted to find the answers to the research question. Because the transformation to a responsive site meant that the visual structure changed, it affected the users’ existing habits. The results and conclusion were that there were three major groups stating different main reasons on what would make them go to the responsive site. The strategy for making users on the non-responsive site more satisfied with the responsive site would be to first implement missing functionality. The next step would be to invite all users and adding guides to help them to learn how to find what they usually look for. / Ett anonymt företag har arbetat med att designa om sin hemsida till att bli responsiv och under den här processen har användarna haft möjlighet att stanna på båda websidorna. Den här studien undersökte varför vissa användare stannade på den icke responsiva sidan och hur den responsiva sidan kan förbättras för att få dem att byta till den. För att förstå hur användare påverkades av första intryck och ålder samt hur anpassning till teknik fungerar har tidigare forskning inom dessa områden presenterats. En enkät och användartest utfördes för att svara på frågeställningen. Eftersom en övergång till en responsiv sida innebar att den visuella strukturen ändrades påverkades användares redan existerande vanor. Resultatet och slutsatsen var att det fanns tre huvudgrupper som angav olika anledningar till vad som skulle få dem att gå över till den responsiva sidan. Strategin för att få användarna på den icke responsiva sidan mer nöjda med den responsiva sidan skulle vara att först implementera de funktioner som saknas. Nästa steg skulle vara att bjuda in alla användare och att skapa guider för att hjälpa dem att lära sig hur de hittar det de oftast letar efter.

This thesis explores the impact of the usage of text-generative artificial intelligence (AI) in digital marketing on user satisfaction. Recently, concerns regarding job displacement and human expertise arose due to the efficiency and improved workflow provided by AI-powered tools. This study addresses these concerns by evaluating whether ChatGPT 3.5 is able to generate website texts with minimal human supervision while maintaining user satisfaction. Our investigation employs a mixed approach of qualitative and quantitative research, utilising controlled experiments with 14 participants aged between 20 and 31 to compare AI-generated texts with human-written texts. The controlled experiment included two identically looking prototypes, one containing human-written texts and the other containing texts generated by ChatGPT 3.5. Both prototypes had three different pages: Home, Joining and About. Additionally, two types of surveys were created, a Satisfactory Survey for each prototype and a Final Survey. The Satisfactory Survey contained Likert scales from one (1) to five (5) which enabled participants to rank the texts together with open-ended questions. The Final Survey included questions about demographics and an overall prototype preference. Having tested texts on the three different pages in each prototype on satisfaction, informativeness and appeal, the biggest difference was found in the satisfaction of the individual pages. While participants preferred human-written texts on the Home and the About page, they favoured AI-generated texts on the Joining page. Findings suggest that ChatGPT 3.5 can, with minimal human supervision, produce texts of nearly equally good satisfaction from a user perspective compared to texts written by humans. The study underscores the importance of human oversight and expertise in optimising AI-generated outputs and contributes to the ongoing discourse on integrating AI into marketing practices.

Yes / The importance of evaluation and optimization of electronic government (e-government) services is imperative if the government organisations are to have an effective impact on the success and take-up of the services offered. Transport For London's (TFL) London Congestion Charging (LCC) is one of the innovative electronic services (e-services) introduced by the United Kingdom (UK) government to the citizens. While some studies have addressed the impact of the introduction of the congestion charge there has been a dearth of research performed to address user (citizen) satisfaction of the online LCC system. Therefore, this research seeks to measure the citizen satisfaction of using the LCC online payment system offered by TFL. The citizen satisfaction in this context is measured using the four dimensions from the COBRA framework that comprise the cost, opportunity, benefits and risk assessment constructs. This paper presents the findings of a survey of 500 users of the TFL LCC online payment system. It also reports the qualitative feedback obtained from the participants that can be used to determine the areas that need further improvement in the current LCC e-service and potential influences on user satisfaction.

Customer satisfaction, from the service quality perspective, has emerged as a new modus operandi for assessing customers’ perceptions and/or expectations of services in order to re-orient and regulate existing services. University library administrators in Sri Lanka, realising the necessity of complying with customer perception of high quality service, have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This study therefore aims to meet this need by developing a model to assess the extent to which service quality indicators and other explanatory attributes may be used to predict customer satisfaction, from a service quality perspective. The research process used in the study was the “onion model,” which involved a combination of positivist and phenomenological inquiries that led to the use of qualitative and quantitative approaches in line with the purpose of the study, which was exploratory in nature and searched for causality. The design of the study involved two main stages: the exploratory stage and the main stage. In the exploratory stage, attributes and domain identification of service quality was carried out with a sample of 262 subjects. Based upon the exploratory study, four provisional models were constructed and tested in the main study, using a sample of 1840 subjects. The model based on the performance-only paradigm and the linearity assumption between the constructs was found to be the best parsimony model that provided for enhanced predictive performance, calibration and potential insight into attributes and domain relevance. Regarding overall satisfaction, responsiveness, supportiveness, building environment, collection and access, furniture and facilities, technology and service delivery as quality domains, involvement with the service, and knowledge of the customers as situational attributes and age, member category, university and gender as socio-demographic attributes were found to be significant. The final model may be used to design a simple measurement or monitoring process of library performance, and it may also be a useful tool for diagnosing service quality locally. This research further provides a keystone for other studies and may also stimulate the momentum of current research on service quality and/or customer satisfaction / Information Science / D. Litt. et Phil. (Information Science)

Customer satisfaction, from the service quality perspective, has emerged as a new modus operandi for assessing customers’ perceptions and/or expectations of services in order to re-orient and regulate existing services. University library administrators in Sri Lanka, realising the necessity of complying with customer perception of high quality service, have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This study therefore aims to meet this need by developing a model to assess the extent to which service quality indicators and other explanatory attributes may be used to predict customer satisfaction, from a service quality perspective. The research process used in the study was the “onion model,” which involved a combination of positivist and phenomenological inquiries that led to the use of qualitative and quantitative approaches in line with the purpose of the study, which was exploratory in nature and searched for causality. The design of the study involved two main stages: the exploratory stage and the main stage. In the exploratory stage, attributes and domain identification of service quality was carried out with a sample of 262 subjects. Based upon the exploratory study, four provisional models were constructed and tested in the main study, using a sample of 1840 subjects. The model based on the performance-only paradigm and the linearity assumption between the constructs was found to be the best parsimony model that provided for enhanced predictive performance, calibration and potential insight into attributes and domain relevance. Regarding overall satisfaction, responsiveness, supportiveness, building environment, collection and access, furniture and facilities, technology and service delivery as quality domains, involvement with the service, and knowledge of the customers as situational attributes and age, member category, university and gender as socio-demographic attributes were found to be significant. The final model may be used to design a simple measurement or monitoring process of library performance, and it may also be a useful tool for diagnosing service quality locally. This research further provides a keystone for other studies and may also stimulate the momentum of current research on service quality and/or customer satisfaction / Information Science / D. Litt. et Phil. (Information Science)