Measuring worker expectations of information technology at the organizational level: identifying how end-user expectations influence productivity-enhancing behavior

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Gilmore, Candace Nicole
Chaparro, Barbara S.
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The ultimate goal of Information Technology (IT) organizations is to provide tools and services which enhance the performance of the end-user. In order for IT to create business value, the technology it provides must be adopted and fully utilized by the targeted end-user group. The degree to which end-user expectations are met has been shown to play a key role in determining effective adoption and use. End-user expectations of IT must be identified and reliably measured in order to be met. To date, there are no well-established, validated, comprehensive measures that capture end-user expectations at the organizational level. This study created a scale to reliably measure end-user expectations at the organizational level at a large technology corporation. Two samples were used, the first to refine items using exploratory factor analysis, the second to validate reliability using confirmatory factor analysis, to assess criterion validity and to identify potential antecedents to end-user expectations using a structural equation model. It was found that end-users have two expectations related to IT: (1) that IT use will result in ‘Enhanced Work Effectiveness’ and (2) that an IT organization should provide a ‘Relevant, Consistent and Easily Accessible IT Infrastructure’. Results suggest that type of expectation does not meaningfully impact ‘Satisfaction’; however, the degree to which an individual’s expectation is confirmed does. Expectation type was shown to impact system-use behavior: The greater the expectation for enhanced work effectiveness, the more likely it is end-users will engage in productivity-enhancing behaviors. Conversely, the more end-users see the role of IT as supporting them as employees (as opposed to enhancing their work output) by providing a ‘Relevant, Consistent and Easily Accessible IT Infrastructure’, the less likely they are to engage in productivity-enhancing behavior.

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Thesis (Ph.D.)--Wichita State University, College of Liberal Arts and Sciences, Dept. of Psychology
Wichita State University
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