Factors such as the usefulness of information or trust in how personal information is handled were taken into account. Ulrike Bauernfeind is Assistant Professor at the Department of Tourism and Hospitality Management, MODUL University of Vienna.
1 INTRODUCTION
Problem statement
Another important development is that people are becoming more and more experienced in using the Internet. Technical and skill barriers had a significant impact on Internet use and satisfaction.
Objectives of the study
Structure of the book
Each of the dimensions hypothesized to influence satisfaction with personalized Internet applications is detailed. Limitations of the study are outlined and implications for future research as well as for practitioners are given.
2 STATE OF THE FIELD
THEORETICAL BACKGROUND
Classification of Personalised Internet Applications Personalised internet applications are the focus of this study. Therefore, this
Perugini and Ramakrishnan (2002) defined personalization as the automatic adaptation of the content, structure or presentation of information to the preferences of the individual user. Item recommendation is often included when a personalization process is performed, as it helps tailor the website to the user's preferences and desires (Ha, 2002).
Relevant Research Traditions and Theories
Diffusion of innovation theories serve as a basis for exploring online buyer behavior in general (e.g. Chen, Lee et al. 2004) or for investigating specific applications such as buying cars online (Molesworth & Suortti, 200 l. IDT is used in m- also trading environment (eg, Kauffman and Techatassanasoontorn 2005; Wu and Wang 2005).Uses and gratifications research originating in the field of mass communication also has relevance to the Internet.
In information systems research, of course, many contributions can be found on website adoption or satisfaction. Various journals are geared towards this research tradition: MIS Quarterly, Decision Support Systems, International Journal of Human-Computer Studies, Information Systems Research, to name just a few. A lot of lessons can be learned from research on the adoption of management information systems (MIS) and the adoption of decision support systems (DSS) or executive information systems (EIS).
Originally, the term "domestication" was used to refer to the use of entirely new products or technologies in domestic life. 34;domestication" is used in a broader context and means the general use of a certain product or technology (Habib, 2003). Obviously, different research disciplines play an important role in finding models that explain the use or satisfaction of a system.
Customer Satisfaction in General
Wang and Tang (2003) used the SERVQUAL model as a starting point and developed an EC-SERVQUAL model containing four dimensions: reliability, responsiveness, assurance and sensitivity. 2000) proposed a WebQual instrument that measures 12 dimensions divided into 4 umbrella terms: usefulness (dimensions: informative fit for the task, tailored communications, trust, response time), ease of use (ease of understanding, intuitive operations), entertainment (visual appeal, innovativeness, emotional appeal) and finally, complimentary relationship (consistent image, online completeness, relative advantage). WebQual version 2.0 included 10 dimensions (aesthetics, understanding of the individual, communication, access, security, reliability, navigation, competence, responsiveness and reliability). Their latest version WebQual 4.0 (Barnes & Vidgen, 2003) is reduced to a fairly simple model with four dimensions: usability, design, information and service.
In addition, they introduced another scale called E-RecS-QUAL, which is intended to be used when non-routine incidents occur with websites. Servicescapes is another approach originally proposed for service organizations (Bitner, 1992) and later applied in an online context (Galan & Gonzalez, 2001; Zins, 2002). Galan and Gonzalez's (2001) Webscape model uses a similar framework but adapted to web page design.
The environment/"creative palette" (eg colors, layout) of a website affects the holistic environment (consisting of four main factors: informative dimension, entertainment, interactivity and effectiveness. Content characteristics refer to the type of resource, domain of content, interactivity, and liveliness While the former, servicescapes, measure factors influencing customer and employee responses, the Webscape model focuses on customer responses.
Human-Computer Interaction (HCI)
- The Technology Acceptance Model (TAM)
- The IS Success Model
- Flow
- Hedonic aspects
- General Consumer Behaviour Context
- Online or Information Technology Context
- Other Approaches
The Technology Acceptance Model (TAM), introduced by Davis (1989), is a well-known and often tested model to explain acceptance with an information system or website. The TAM is based on two factors that explain human behavior when using a system: perceived usability and perceived ease of use. Perceived ease of use is the amount of effort the user thinks it takes to use a given system (Davis, Bagozzi et al. 1989).
Examples are perceived accessibility and customer attitude toward the Web (Jeong & Lambert, 200 l ), perceived playfulness (Moon & Kim, 200 l ), application-specific self-efficacy (Yi & Hwang, 2003) or trust and perceived risk (Pavlou presented a framework that distinguishes three categories of factors that influence perceived usefulness and perceived ease of use, i.e., Accessibility of accommodation websites, Recommendations- Attitudes dating Kuçuk and An Intercultural Ease of Usability, (Attitude and Arslan Comparison of Purpose of Usefulness =>. Ability was defined by Novak et al. 2000) as the user's ability to act while browsing online.
The interactive speed deals with issues such as the loading time of the website or the response time of the computer (Novak et al., 2000). According to Zhang and Dran (2000), there are two types of website factors: hygiene and motivational factors. The definition by Novak, et al. 2003) is a broader one and goes beyond the concept of hedonic motivations, which are just part of the experiential behavior.
Van der Heijden (2004) added the perceived pleasure construct to the TAM constructs perceived usefulness and perceived ease of use in his study of online user acceptance. CA served as an antecedent to perceived ease of use and usefulness and had three dimensions in Saade and Bahli's study: temporal dissociation, directed immersion, and heightened enjoyment.
User Interface Design Aspects
However, the author believes that none of these models can be used one-to-one to explain adoption, satisfaction, or acceptance of personal Internet applications. However, a quite common understanding of the information systems (IS) community is that a system's success is proportional to the degree of user involvement in a system's design and development phase (Carmel, Whitaker, & George, 1993). Since this study focuses on user evaluation, only the user perspective of interface design will be discussed.
There is no exact definition of PD; flexible working methods are used to involve the user in the design process (Carmel et al., 1993). The last level, Reflection Design, deals with the meaning of a product service, the interaction and the long-term customer experience. According to Lindgaard (1994), usability is defined as the ease of learning and using computer systems (also for beginners).
In ISO (International Standards Organization) 9241 (ISO, 1998), usability is "the extent to which specific users can use a product to achieve specific goals with effectiveness, efficiency and satisfaction in a specific context of use". According to the author, the definition of "usefulness" is often used similarly to the perceived ease of use construct of the TAM. However, the ISO definition is broader and encompasses more aspects than perceived ease of use.
System Evaluation
- Software Evaluation Methods
- Web Site Evaluation Methods
Another subjective assessment approach, the interview, is often time-, cost-, and/or labor-intensive, although it can be productive in that it provides new insights (that a predetermined questionnaire would not capture) because the interviewer can ask specific questions. worrying (Shneiderman, 1992). Objective evaluation methods include observations that can be made in the field or in the laboratory. Video recording is a useful method because every reaction of the user, such as eye movements, can be tracked and analyzed.
Experiments can be classified as a method in which the experimental situation is precisely defined; a key characteristic is the variation of the independent variables. Quantitative evaluation of the website can be carried out in the way of judging the structure of the site, technical parameters and characteristics of the content or the server. A qualitative method that can be found quite often is the think-aloud method or protocol analysis (eg Benbunan-Fich, 2001; Van Waes, 2001).
Although protocol analysis is a viable and efficient approach (Benbunan-Fich, 2001), there are also some drawbacks, such as that the situation can be quite unnatural for the test subjects. In addition, more insight can be gained because the assessor can immediately ask about problems when he or she notices dissatisfaction of the user. While manual system assessment methods can be valuable for providing deeper insight, this type of assessment is time-consuming and complex (especially if there are a large number of websites to be evaluated).
3 INFLUENCES ON PERSONALISED INTERNET APPLICATIONS'
SATISFACTION -
RESEARCH MODEL AND HYPOTHESES
Research Model
Finally, there is a hypothesis that trust in the website (and information processing) is of greater importance because personal information is disclosed. Influential factors are divided into personal factors, which characterize the characteristics of an individual, which cannot be influenced by the internet application provider. Second, there are characteristics of the interaction/process that can be optimized by the website provider.
Since exploratory browsing behavior is assumed to be the more appropriate construct in the context of personalized Internet applications, enjoyment is shown only by dashed lines in the research model. A research model that includes perceived enjoyment with the personalized Internet applications will serve as an alternative model. Literature review suggested that the constructs investigated in this study have an impact on satisfaction.
All the constructs are explained and the operationalizations used for each dimension are presented in the following section.
Influencing Factors - Constructs and Hypotheses
- Perceived Usefulness
- Perceived Ease of Use
- Trust
- Exploratory Browsing Behaviour
- Enjoyment
- Attitude towards e-service
- Experience
- Satisfaction
- Commitment
Delone and McLean (1992) define their construct "system quality as the quality characteristics of the system itself". Whether the user trusts the website provider, the information and the way transactions are carried out. Fake websites (websites that offer products or services that do not exist or spread false information), fake websites (they are copies of websites, look the same or use similar URs but have different content) are other examples of abuse internet.
While 58% of Americans trust newspapers and television, the amount of trust decreases dramatically when it comes to the Internet: only 26% trust online shopping sites (Carton, 2002). The hedonic components of the website experience are represented in this study by exploratory browsing behavior. Since EBB has not been tested as well as satisfaction, satisfaction will also be used to ensure that the hedonic component of website satisfaction is not neglected in this study.
Attitude can be the general attitude towards using the internet or more specifically towards information searching on the web. Furthermore, the attitude towards using the internet to perform specific tasks (eg searching for a trip, buying a book) or the attitude towards e-shopping may also be involved. Again, experience can act either as a direct influence on the outcome or as an antecedent of other constructs or both, e.g. the influence of experience on trust was studied by Riegelsberger et al. 2002) suggested that perceived ease of use and usefulness are influenced by experience.
