Fatemeh Zahedi

The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach

Online shopping provides convenience to Web shoppers, yet its electronic format changes information-gathering methods traditionally used by customers. This change raises questions concerning customer satisfaction with the online purchasing process. Web shopping involves a number of phases, including the information phase, in which customers search for information regarding their intended purchases. The purpose of this paper is to develop theoretically justifiable constructs for measuring Web-customer satisfaction during the information phase.By synthesizing the expectation-disconfirmation paradigm with empirical theories in user satisfaction, we separate Web site quality into information quality (IQ) and system quality (SQ), and propose nine key constructs for Web-customer satisfaction. The measurements for these constructs are developed and tested in a two-phase study. In the first phase, the IQ and SQ dimensions are identified, and instruments for measuring them are developed and tested. In the second phase, using the salient dimensions of Web-IQ and Web-SQ as the basis for formulating first-order factors, we develop and empirically test instruments for measuring IQ and SQ-satisfaction. Moreover, this phase involves the design and test of second-order factors for measuring Web-customer expectations, disconfirmation, and perceived performance regarding IQ and SQ. The analysis of the measurement model indicates that the proposed metrics have a relatively high degree of validity and reliability. The results of the study provide reliable instruments for operationalizing the key constructs in the analysis of Web-customer satisfaction within the expectation-disconfirmation paradigm.

Multiple Conceptualizations of Small Business Web Use and Benefit

Small businesses play an important role in the U.S. economy and there is anecdotal evidence that use of the Web is beneficial to such businesses. There is, however, little systematic analysis of the conditions that lead to successful use of and thereby benefits from the Web for small businesses. Based on the innovation adoption, organizations, and information systems (IS) implementation literature, we identify a set of variables that are related to adoption, use, and benefits of information technology (IT), with particular emphasis on small businesses. These variables are reflective of an organizations contextual characteristics, its IT infrastructure, Web use, and Web benefits. Since the extant research does not suggest a single theoretical model for Web use and benefits in the context of small businesses, we adopt a modeling approach and explore the relationships between “context-IT-use-benefit” (CIUB) through three models—partial-mediator, reduced partial-mediator, and mediator. These models posit that the extent of Web use by small businesses and the associated benefits are driven by organizations’ contextual characteristics and their IT infrastructure. They differ in the endogeneity/exogeneity of the extent of IT sophistication, and in the direct/mediated effects of organizational context. We examine whether the relationships between variables identified in the literature hold within the context of these models using two samples of small businesses with national coverage, including various sizes, and representing several industry sectors. The results show that the evidence for patterns of relationships is similar across the two independent samples for two of these models. We highlight the relationships within the reduced partial-mediator and mediator models for which conclusive evidence are given by both samples. Implications for small business managers and providers of Web-based technologies are discussed.

Software reliability allocation based on structure, utility, price, and cost

A software reliability allocation model is developed. This model determines how reliable software modules and programs must be in order to maximize the users utility, while taking into account the financial and technical constraints of the system. The model is shown to provide a unified approach in which the users requirements and preferences are formally integrated with the technical structure of the software and its module and program reliabilities. The model determines reliability goals at the planning and design stages of the software project, making reliability a singular measure for performance evaluation and project control. An example for the application of the model is provided. >

Exploring the influence of perceptual factors in the success of web-based spatial DSS

Increasing reliance on the web for decision-making combined with higher demand on technologies that can efficiently deal with large volumes of data make visualization an important decision-making tool. Spatial decision support systems (SDSS) using the latest advances in geographic information systems (GIS) could be the appropriate approach in making DSS available to mass web-users for making decisions that have spatial components. Hence, it is important to explore the factors that impact perceived successful use of web-based SDSS. In this paper, we synthesize task-technology, goal setting, and self-efficacy theories in developing a conceptual model and the subsequent empirical study for exploring the perceptual factors impacting the perceived performance of web-based SDSS.

A simulation study of estimation methods in the analytic hierarchy process

Abstract This paper uses a simulation analysis to investigate the statistical accuracy and rank preservation capability of the AHP estimation methods. The methods under study consist of: the eigenvalue, mean transformation, row geometric mean, column geometric mean, harmonic mean and simple row average. The methods are compared under three distributions for error term—gamma, lognormal and uniform—and under two types of input matrices of various sizes.

Reliability of information systems based on the critical success factors - formulation

This article develops reliability as a measure of information system s(IS) success based on the critical success factors (CSF). This paper constructs the hierarchical configuration of CSFs using Rockarts data on CSFs of IS executives, and checks the applicability of this configuration by using Martins data. The article then derives IS reliability from the CSF configuration. Reliability is a quantifiable measure used in in the control and management of IS. It provides an early warning about the quality of the IS, and identifies the areas where the trouble lies. Reliability can be used to compare various information systems, and as the numerical example in this article demonstrates, this measure could be used extensively in cost/benefit analyses of computing IS investment projects.

Strategy-based design of reusable business components

Grounded on principles of manufacturing design, component-based software development (CBSD) has been viewed as the future trend in software development. In this paper, we propose a methodology for component fabrication and argue that, as in classical product development, business strategy of component development companies must guide the design of reusable business components. Accordingly, we link business strategy with component design through managerial goals (identified as cost effectiveness, ease of assembly, customization, reusability, and maintainability). These managerial goals are then mapped to technical features (identified as coupling, cohesion, number of components, component size, and complexity). We develop a formal model, called Business Strategy-based Component Design that uses the object-oriented model of a business to derive the component structure by grouping appropriate object classes to achieve the desired business strategy. We examine the validity of the model by a two-phase application process.

An assessment model for requirements identification in component-based software development

Software development literature is replete with studies that demonstrate how ineffective requirements analysis (RA) has led to failed applications. Some of the difficulties encountered in RA however are due to inherent limitations in traditional approach to software development. On the other hand, component-based software development (CBSD) presents a unique approach to developing software. Components advertise the services they offer and could be organized in a knowledge-base (i.e., repository). CBSD paradigm provides an effective communication vehicle for users and analysts by enabling them to uncover requirements as they navigate through the component knowledge-base.In this paper, we draw from the information processing theory (IPT) on problem solving to develop an assessment model for evaluating the impact of CBSD on requirements identification, arguing that the access to components in a knowledge-base facilitates the requirements identification. The key elements of the IPT on problem solving are information processing system of the problem solver, task environment and internal representation of the problem space. We propose that access to a component knowledge-base enhances information processing system of the problem solver and simplifies the task environment which together improve users internal representation of the problem space. This theoretical framework makes it possible to empirically test the impact of CBSD on requirements identification process.

A utility approach to the analytic hierarchy process

Abstract This paper attempts to examine the utility foundation of the Analytic Hierarchy Process (AHP). It identifies the conditions under which the selection of an alternative is consistent with the maximization of an underlying utility function, or more precisely, the conditions under which the AHP-recommended choice corresponds with the solution attained from maximizing the respondents utility function.

Ontology for Developing Web Sites for Natural Disaster Management: Methodology and Implementation

Recent natural disasters have highlighted the need for disaster preparedness, planning, and management. Hurricane Katrina demonstrated the usefulness of Web sites in dealing with natural disasters. However, little is known about the necessary contents and structures of Web-based information systems for natural disaster management. In this paper, we focus on developing an ontology structure of elements for Web-based disaster management systems. Web elements are identified, following a grounded-theory approach, from an inventory of 6032 Web pages drawn from 100 disaster management Web sites. Selected semi-structured data representation approaches are used to organize the resulting ontology structure, which consists of 2094 Web elements. The ontology structure is further coded into a Web-based system, allowing easy online access.