Asian Journal of Information Technology

Year: 2017
Volume: 16
Issue: 1
Page No. 100 - 124

Examining the Relationship Between Overall Quality, User Satisfaction and Internet Usage: An Integrated Individual, Technological, Organizational and Social Perspective

Authors : Osama Isaac, Zaini Abdullah, T. Ramayah and Ahmed M. Mutahar

Abstract: For most of us today, the internet has a significant effect on every aspect of our daily life and every facet of the operation of our organizations. Yet, despite its importance and world-wide reach, internet usage in Yemen is one of the lowest among the world’s countries. Many scholars have studied and proposed theories and models to predict and explain user behaviour to account for the rapid change in both technology and its environment. In order to further better comprehend internet usage and user satisfaction within organizations, this study has developed and validated a multi-dimensional model, based on three well-known topic in technology management (technology acceptance, task-technology fit and information systems success) within four well-known theories and models, namely Technology Acceptance Model (TAM) Unified Theory of Acceptance and Use of Technology (UTAUT) Task-Technology Fit (TTF) and DeLone and McLean Information Systems Success Model (DMISM) from a perspective which integrates four different dimensions (individual, technological, social and organizational). In addition, a second-order model of overall quality which contains seven first-order constructs (system quality, information quality, service quality, task quality, individual quality, social quality and top management quality) is proposed and validated. A survey questionnaire was used to collect primary data from 530 internet users among employees within thirty government ministries in Yemen. The data analysis start with initial Exploratory Factor Analysis (EFA) followed by Confirmatory Factor Analysis (CFA) and lastly Structural Equation Modelling (SEM) via AMOS. The findings from the descriptive analysis show that the majority of employees surveyed have the awareness of the quality of internet information are dissatisfied with service and top management quality have the confidence to browse the WWW use a search engine and send an e-mail but do not have the confidence to download and upload files. They did agree with the notion that family, friends and coworkers think that using the internet is a good idea. Although, employees find the internet easy to use, flexible, useful and enjoyable, they consider its speed to be very low, it is not secure and its subscription is not reasonably priced. The results show that the data fit the proposed integrated model well. The findings of the multivariate analysis produced three main results. First, overall quality has a strong positive impact on actual usage and user satisfaction. Second, actual usage has a positive influence on user satisfaction. Third, the bootstrapping analysis showed that actual usage mediates the relationship between overall quality and user satisfaction. The theoretical and practical implications are also discussed.

How to cite this article:

Osama Isaac, Zaini Abdullah, T. Ramayah and Ahmed M. Mutahar, 2017. Examining the Relationship Between Overall Quality, User Satisfaction and Internet Usage: An Integrated Individual, Technological, Organizational and Social Perspective. Asian Journal of Information Technology, 16: 100-124.

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