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The impact of interaction quality factors on the effectiveness of Web-based information system: the mediating role of user satisfaction

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Abstract

Recently, IS researchers have focused on the assessment of Web-based information system (WBIS) at the individual level as it highly contributes to the organizations’ employees. The evaluation and development of WBIS is significantly needed because the top management is in need of justifying their costly IT investment in terms of its impacts on employee performance. For this purpose, this study is primarily concerned with the development and validation of new multidimensional instrument, and also a theoretical framework for assessing the impacts of user interface quality, online communication quality, and user satisfaction on the effectiveness of Web employee portals. The effectiveness is assessed in terms of contextual performance. In a large-scale study, a sample of 384 United Nations Relief and Works Agency for Palestine Refugees respondents are gathered in order to validate and check the reliability of the adapted study instrument. The results of validity and reliability analysis provide enough confidence to proceed toward validating the proposed theoretical framework. The results of multiple-regression analysis indicate that there is a positive significant relationship between user interface quality, communication quality, user satisfaction, and effectiveness at significance level (sig. < 0.01). As another important point, the results of hierarchical regression showed that user satisfaction has a mediating role on the relationship between user interface quality, communication quality, and contextual employee performance. The findings and implications of this research are discussed. Finally, it is expected that this study would contribute to empirical studies in the fields of IS and user behavior assessment.

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Acknowledgments

The authors of this paper would like to convey their sincere thanks to Universiti Sains Malaysia for providing the fund for this research through the Short-Term Research Grant Number: 304/PKOMP/6311028. Also, the authors gratefully acknowledge the financial support by the Ministry of Higher Education Malaysia. Any opinions, findings, and conclusions or recommendations expressed in this material are those of the authors and do not necessarily reflect the views of UNRWA.

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Correspondence to Kamal Mohammed Alhendawi.

Appendix: The hierarchal regression of IV, MV, and DV

Appendix: The hierarchal regression of IV, MV, and DV

Model summary

Model

R

R square

Adjusted R square

Std. error of the estimate

1

0.590(a)

0.349

0.345

1.08980

2

0.722(b)

0.522

0.518

0.93504

  1. Predictors: (constant), ComQ_Mean, UIQ_Mean
  2. Predictors: (constant), ComQ_Mean, UIQ_Mean, Sat_Mean

ANOVA(c)

Model

Sum of squares

df

Mean square

F

Sig.

1

Regression

242.115

2

121.057

101.929

0.000(a)

 

Residual

452.500

381

1.188

  
 

Total

694.615

383

   

2

Regression

362.378

3

120.793

138.158

0.000(b)

 

Residual

332.236

380

0.874

  
 

Total

694.615

383

   
  1. Predictors: (constant), ComQ_Mean, UIQ_Mean
  2. Predictors: (constant), ComQ_Mean, UIQ_Mean, Sat_Mean
  3. Dependent variable: CP_Mean

Coefficients (a)

Model

Unstandardized coefficients

Standardized coefficients

t

Sig.

B

Std. error

Beta

B

Std. error

1

(Constant)

0.773

0.261

 

2.959

0.003

 

UIQ_Mean

0.257

0.052

0.214

4.896

0.000

 

ComQ_Mean

0.458

0.041

0.485

11.110

0.000

2

(Constant)

0.338

0.227

 

1.488

0.138

 

UIQ_Mean

0.092

0.047

0.077

1.951

0.052

 

ComQ_Mean

0.205

0.041

0.217

4.939

0.000

 

Sat_Mean

0.554

0.047

0.537

11.728

0.000

  1. Dependent variable: CP_Mean

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Alhendawi, K.M., Baharudin, A.S. The impact of interaction quality factors on the effectiveness of Web-based information system: the mediating role of user satisfaction. Cogn Tech Work 16, 451–465 (2014). https://doi.org/10.1007/s10111-013-0272-9

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