Online communication satisfaction in using an internet-based information management system among employees at four research universities in Malaysia.

Abstract

The acceptance and adoption of Internet applications or online systems such as Internet-based Information Management Systems (IBIMS) relies not only on just technological judgement, but includes significant social and organisational factors. The purpose of this study is to investigate, explore and understand the use of IBIMS by employees in Malaysian research universities. This study examined the effects of the perceived usefulness, ease of use, interactivity features, usability and information system (IS) quality on employees’ online communication satisfaction (OCS) toward use of IBIMS. It meant measuring their satisfaction with online communication in using systems. This study makes significant contributions and adds new knowledge to the subject of technology acceptance, adoption and its usage, especially the empirical and practical implications for employing IBIMS in Malaysia’s higher education and research-based university. A mixed method research approach was used (combining quantitative and qualitative method) to provide a wider perspective on the topic being studied. This method comprised a survey, an in-depth interview and open-ended questionnaire to collect data from two employee groups (academics and administrative staff) in four pioneer Malaysian research universities (MRUs). The aim is to validate the theoretical framework and hypotheses empirically using a survey and in-depth interview analysis. These methods were important for a triangulation strategy concerning IBIMS. Furthermore the open-ended questionnaire added rich data that enhances an understanding of the adoption of IBIMS in the research context, especially by academic staff. This study revealed the importance of using the mixed method approach to understand the employment of IBIMS in Malaysian research universities. Usefulness, ease of use, interactivity features, usability and IS quality significantly influence employees’ perceptions of OCS and just how successful IBIMS is. The results showed that OCS does contribute to enhanced employees’ attitudes and intention to use IBIMS. However, the qualitative findings described not only the technological importance of enhancing users’ OCS, but also highlighted several human and social factors and organisational initiatives. Then, in the research university, IBIMS are important to academics or researchers for managing their research work such as research input (e.g., people, financial matters), research processes (e.g., collaboration) and research output/outcome (e.g., publications, patents, inventions). Therefore indentifying factors involved in successful uptake are important, not just for individual universities but for the national agenda. The findings in this thesis provide significant and valuable information on technology acceptance, especially to scholars, information system consultants, information technology managers, senior management of MRUs, and ultimately the Ministry of Higher Education in Malaysia. This study has sought to explain the use of Internet-based systems and online systems in the higher education sector with the objective of making recommendations on technology being implemented in administration, teaching, learning, and research. Finally, this study is the first empirical analyses to examine and understand the success factors that shape OCS concerning IBIMS in MRUs. The significance, implications and future research directions are also discussed in this thesis.