Volume 15 Issue 2 / Jul 2012 pp149‑229
Keywords: information systems, service quality, SERVQUAL, service performance, service expectations, difference scores, user satisfaction, quality evaluations, Technical and Functional Quality Model, mobile telephony industry, factor analysis, health information systems, evaluation, individual and organisational change management, e-health, decentralisation
Service provided by the information system (IS) department within an organization has come to be considered a major component of IS success. The determination of service quality is considered as a comparison process between an expected level of service and the service perceived by the user. In past research, an IS adaptation of the SERVQUAL measure from the marketing literature was commonly used since it considers both the expectation and performance components of service quality. IS researchers have applied the IS SERVQUAL metric in various forms, including as a difference score, as a single component only, and as two distinct components. The choice of an IS SERVQUAL variation was usually made based on psychometric properties of the scale or explained variance. Few considered the implications that the chosen form of IS SERVQUAL variation has on the relationship between service quality and a dependent variable such as satisfaction or on the theoretical interpretation of the discrepancy theories from which service quality measure is derived. We examined the implications to research models and theory due to choosing the form based on statistical properties. The two component form holds truest to theory and still retains valued statistical properties that are important to researchers. The one component form that includes on performance considerations is still superior to the difference score model. For purposes of prediction more useful for practitioners, the single component and two component model greatly outperform the predictive ability of the difference score model, with the two component model being slightly better than the single component model.
Keywords: information systems, service quality, SERVQUAL, service performance, service expectations, difference scores, user satisfaction, quality evaluations
Over the past few years many views have emerged that maximize the utilization of design research in Information Systems (IS) application development. A recent insightful debate in the IS community has suggested two major design views in IS research: a) a pragmatic technical artifact orientation, and b) a theory‑grounded user and meta‑artifact focus. The first (pragmatic design‑based) view focuses on explicit knowledge and on a step‑by‑step methodology for innovative artifact design and building. The second (theory‑grounded) view more broadly emphasizes meta‑artifact design in IS development and a more prescriptive guidance approach that is grounded in design research. The debate between these two views leads to the question: which method is more s uitable for Decision Support System (DSS) design? In extending the debate on design views in IS research, this paper evaluates a DSS application through both the utility of the pragmatic and the socio‑technical design research views. This helps create a methodological foundation for industry‑oriented DSS design and evaluation. The findings suggest that both positions have merit, but the latter view of design science is more suitable for industry‑oriented DSS design.
A theoretical framework for exploring the influence of national culture on Web 2.0 adoption in corporate contexts pp176‑186
The purpose of this conceptual paper is to identify variables which help to explain cross‑country differences in adoption rates of Web 2.0 technologies in corporate contexts. The paper proposes a model which indicates how national cultural characteristics determine the evolution of Enterprise 2.0 business practices in different countries. The model is developed from a literature study, which combines insights on technology adoption, the Web 2.0 phenomenon and cross‑cultural management concepts. Based on this model, the paper assumes that Web 2.0 technologies may enjoy faster adoption rates in companies that operate in countries whose national cultures reject power distance, embrace collectivism, and accept uncertainty.
Implementing Electronic Health Information Systems in Local Community Settings: examining Individual and Organisational change experiences in the Philippines pp187‑198
In this paper, we examine the implementation of an electronic health information system called the Community Health Information Tracking System (CHITS) in health centres in the Philippines. CHITS was created in 2005 to respond to a gap in population health decision‑making that developed when the Philippines government underwent health sector reforms in the 1990s, shifting resources and decision‑making authority from the national Department of Health to local governmental units at the municipal, provincial and regional levels. Two models ‑ Prochaska and Velicers Transtheoretical Model for Health Behaviour Change and Greenwood and Hinings Organisational Change Management Model ‑ were used to examine the transition from a paper to electronic environment and to assess processes and outcomes at the individual and organisational levels. Final results show both models adequately described the change management processes that occurred for health centre workers and health centres during implementation. However, neither model was developed to focus well on system and government level action and inaction. Our use of these frameworks was therefore unable to fully encapsulate the multiple organisational and political layers of change required in a highly decentralised environment; the health centre as an organisational entity was, and remains, highly dependent on decisions made by local governmental units decision and policy‑makers at this level must undergo their own change management processes in order for the adoption of CHITS to proceed. We therefore see a series of processes required to proceed both concurrently and sequentially in order for change to occur and be sustained individually, organisationally and systemically. In particular, the role and power of government policy and decision‑making requires more deliberate attention when building our models and conducting our empirical enquiries.
Keywords: health information systems, evaluation, individual and organisational change management, e-health, decentralisation
Confirmatory factor analysis of service quality dimensions within mobile telephony industry in Ghana pp199‑217
Due to the increasing importance and investment in modern information systems (IS) technologies, the evaluation of service quality (SQ) in information system environments has attracted significant attention and debate in the literature. Much effort ha s been made by scholars and practitioners to use IS service quality criteria and dimensions in different industry contexts. Not much attention has been devoted to using other SQ model criteria and dimensions to evaluate information systems in the mobile t elephony industry (MTI) context. This study fills the gap, and contributes to the body of knowledge in the area SQ in the MTI environment. This paper, which was a part of a larger study, sought to empirically validate SQ dimensions that are relevant to the mobile telephony industry in Ghana. It used Confirmatory Factor Analysis (CFA) to detect the underlying latent variables that significantly determine SQ in Ghanas MTI. 1000 customers were sampled from four mobile telecom operators in Ghana in a cro ss‑sectional survey that used a self‑administered structured questionnaire for data collection. The findings indicate that four emerged SQ dimensions relevant to Ghanas MTI were labelled as: Customer relations, Image, Tangibles and Real network quality. Cronbach alpha reliability for all items indicated a high value of 0.918. Service providers could conveniently use the derived instrument items for measuring service quality in Ghana Mobile Telephony industry. It concludes that aside the popular SERVQUAL, alternative SQ models model, like one conceptualised in this study, could be useful in determining SQ dimensions relevant to MTI. Limitations and directions for research are discussed.
Keywords: Service quality, SERVQUAL model, Technical and Functional Quality Model, mobile telephony industry, factor analysis.
Clinicians adoption of the information systems deployed at hospitals is crucial to achieving the intended effects of the systems, yet many systems face substantial adoption barriers. In this study we analyse the adoption and use of an electronic medicati on record (EMR) 2‑4 years after its deployment. We investigate mid‑and‑lower‑level managers perception of (a) the extent to which clinicians have adopted the EMR and the work procedures associated with its use and (b) possible barriers toward adopt ing the EMR and work procedures, including the managers perception of the usefulness and ease of use of the EMR. The investigation consists of a questionnaire survey sent to the EMR managers in one Danish healthcare region, followed up with interviews at two hospital wards. The EMR is generally perceived as useful, yet respondents state that adoption of the EMR and related procedures is far from obtained. Eleven categories of barrier are identified with uncertainty about what the barriers concretely are as the prime barrier. This prime barrier is particularly noteworthy because the respondents are formally responsible for the adoption of the EMR. It is apparent that time alone has not led to consistent adoption of the EMR. We discuss implications of this finding for the organizational implementation of systems such as the EMR.
Keywords: adoption, technology acceptance, adoption barriers, organizational implementation, electronic medication record, healthcare IT.