Developing Success Measure for Staff Portal Implementation

Developing Success Measure for Staff Portal Implementation

Dewi Rooslani Tojib (Monash University, Australia)
DOI: 10.4018/978-1-60566-136-0.ch006
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Abstract

he last decade has seen the proliferation of business-to-employee (B2E) portals as integrated, efficient, and user-friendly technology platform to assist employees to increase their productivity, as well as for organizations to reduce their operating costs. To date, very few studies have focused on determining the extent to which the portal implementations have been successful. Such a study is crucial, considering that organizations have committed large investments to implementing the portals and they would certainly like to see the return on their investments. Our study aims to develop a scale for measuring user satisfaction with B2E portals. The four steps of scale development: conceptual model development, item generation, content validation, and an exploratory study, are reported in this chapter. Evidence about reliability, content validity, criterion-related validity, convergent validity, and discriminant validity is presented.
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Motivation For Developing Measurement

Business-to-employee (B2E) portals have been widely implemented across industries in the past decade (Cedar Crestone Survey, 2007). This system, more commonly known as staff portal, integrates a number of applications such as e-mail, reporting tools, employee self service (ESS) and manager self service (MSS), and presents them in a customized and personalized interface to the users. More importantly, users can access the portal at any time and anywhere from their desktops, notebooks, or even personal digital assistants (PDAs) through the Internet connection. The flexibility offered by the portals allows them to be the desktop medium through which employees can perform their work-related and personal-related tasks. B2E portals have also met with the approval of a number of organizations such as IBM, Toshiba, HP, General Motors, and Ford, to name a few. This is attributed to their perceived potential benefits, namely, improved corporate communication, increased competitive advantage, increased employee productivity, and reduced organizational costs (Sugianto & Tojib, 2006). In particular, the self-service model introduced by the portal is very attractive, providing convenience for the employees, and cost savings for the organizations.

Despite these substantial benefits, there are still some drawbacks associated with portal implementation, particularly when B2E portals promote a new way of working and communication among employees, which can directly influence employees’ work practices. For instance, the automation of business processes may discourage employees who are used to a paper-based culture to use the portal, as they will have less time for meeting and socially interacting with their colleagues in person. Moreover, the ability to access the portal at any time anywhere may imply that a stronger work commitment is demanded of the employees. All these concerns may inhibit the portal usage within the workplace, which in turn will influence the success of portal implementation. Thus, an accurate success measure is required to assist organizations in assessing the value of such portal implementation.

There have been a number of approaches for measuring the success of Information Systems (IS) such as system quality (Srinivasan, 1985), information quality (Mahmood & Medewitz, 1985), system use (Igbaria, Pavri & Huff, 1989), individual impact (Bergeron, 1986), organizational impact (Jenster, 1987), and user satisfaction (Baroudi & Orlikowsky, 1988). Having reviewed these different methods of measuring IS success, the two most frequently used are user satisfaction and system use (Galletta & Lederer, 1989). However, since the use of B2E portal is usually not mandatory, measuring B2E portal success through system use may be of limited value. Hence, in our study, we adopted the user satisfaction concept when developing a perceptual measure of B2E portal success.

Extensive research has been done in the past on the measurement of user satisfaction. Since the 1980s, considerable conceptual and empirical studies have been devoted to establishing a standard user satisfaction scale. The scales of Bailey and Pearson (1983) and Doll and Torkzadeh (1988) are those most frequently adopted or adapted when measuring user satisfaction with IS applications (Wang, Tang & Tang, 2001). The former was initially developed to measure general user information satisfaction for the traditional data processing (TDP) environment, while the latter was developed to measure user satisfaction with specific application for the end user computing (EUC) environment. Apart from these scales, previous researchers have developed user satisfaction scales for different types of applications such as enterprise resource planning (ERP) systems (Calisir & Calisir, 2004), knowledge management systems (Ong & Lai, 2004), and asynchronous electronic learning systems (Wang, 2003).

Complete Chapter List

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Table of Contents
Preface
Steve Clarke
Chapter 1
Jeremy Fowler
Although the discipline of information systems (IS) development is well established, IS failure and abandonment remains widespread. As a result, a... Sample PDF
Information Systems Success and Failure—Two Sides of One Coin, or Different in Nature? An Exploratory Study
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Chapter 2
Jeanette Eriksson, Yvonne Dittrich
This chapter reports on a case study performed in cooperation with a telecommunication provider. The telecom business changes rapidly as new... Sample PDF
Achieving Sustainable Tailorable Software Systems by Collaboration Between End-Users and Developers
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Chapter 3
Marvin D. Troutt, Douglas A. Druckenmiller, William Acar
This chapter uses some special usability and ethical issues that arise from experience with what can be called captive end-user systems (CEUS).... Sample PDF
Usability, Testing, and Ethical Issues in Captive End-User Systems
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Chapter 4
Jonathan P. Caulkins, Erica Layne Morrison, Timothy Weidemann
Spreadsheets are commonly used and commonly flawed, but it is not clear how often spreadsheet errors lead to bad decisions. We interviewed 45... Sample PDF
Do Spreadsheet Errors Lead to Bad Decisions? Perspectives of Executives and Senior Managers
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Chapter 5
Lixuan Zhang, Randall Young, Victor Prybutok
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Chapter 6
Dewi Rooslani Tojib
he last decade has seen the proliferation of business-to-employee (B2E) portals as integrated, efficient, and user-friendly technology platform to... Sample PDF
Developing Success Measure for Staff Portal Implementation
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Chapter 7
Peter Baloh
Improving how knowledge is leveraged in organizations for improved business performance is currently considered as a major organizational change.... Sample PDF
Contingencies in the KMS Design: A Tentative Design Model
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Chapter 8
Beryl Burns
We report the findings of a field study of the enactment of ICT supported knowledge work in a Human Resources contact centre, illustrating the... Sample PDF
Users as Developers: A Field Study of Call Centre Knowledge Work
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Chapter 9
Raymond R. Panko
This chapter describes two experiments that examined overconfidence in spreadsheet development. Overconfidence has been seen widely in spreadsheet... Sample PDF
Two Experiments in Reducing Overconfidence in Spreadsheet Development
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Chapter 10
Steven John Simon, David Paper
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User Acceptance of Voice Recognition Technology: An Empirical Extension of the Technology Acceptance Model
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Chapter 11
Peter P. Mykytyn
Colleges of business have dealt with teaching computer literacy and advanced computer application concepts for many years, often with much... Sample PDF
Educating Our Students in Computer Application Concepts: A Case for Problem-Based Learning
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Chapter 12
Elaine H. Ferneley
End user development (EUD) of system applications is typically undertaken by end users for their own, or closely aligned colleagues, business needs.... Sample PDF
Covert End User Development: A Study of Success
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Chapter 13
Steven Hornik, Richard D. Johnson, Yu Wu
Central to the design of successful virtual learning initiatives is the matching of technology to the needs of the training environment. The... Sample PDF
When Technology Does Not Support Learning: Conflicts Between Epistemological Beliefs and Technology Support in Virtual Learning Environments
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Chapter 14
Tom Butler
The study’s objective is to arrive at a theoretical model and framework to guide research into the implementation of KMS, while also seeking to... Sample PDF
A Theoretical Model and Framework for Understanding Knowledge Management System Implementation
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Chapter 15
Jun Xu, Mohammed Quaddus
This chapter develops a model of adoption and continued use of knowledge management systems (KMSs), which is primarily built on Rogers’ (1995)... Sample PDF
Exploring the Factors Influencing End Users' Acceptance of Knowledge Management Systems: Development of a Research Model of Adoption and Continued Use
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Chapter 16
Wei-Na Lee
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Classifying Web Users: A Cultural Value-Based Approach
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Chapter 17
Annette Hallin, Kristina Lundevall
This chapter presents the mCity Project, a project owned by the City of Stockholm, aiming at creating user-friendly mobile services in collaboration... Sample PDF
mCity: User Focused Development of Mobile Services Within the City of Stockholm
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Chapter 18
Cristina Hava Muntean, Gabriel-Miro Muntean
Lately, user quality of experience (QoE) during their interaction with a system is a significant factor in the assessment of most systems. However... Sample PDF
End-User Quality of Experience-Aware Personalized E-Learning
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Chapter 19
High-Tech Meets End-User  (pages 302-320)
Marc Steen
One challenge within the high-tech sector is to develop products that end users will actually need and will be able to use. One way of trying to... Sample PDF
High-Tech Meets End-User
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