Peeter Kirs

An assessment of customers' e-service quality perception, satisfaction and intention

This study examines the dimensions of web service quality based on e-customers, expectations and perceptions. We develop operationalized web service quality constructs, and analyze, their relationships with customer satisfaction and behavioral intentions in an e-business environment. The three identified dimensions of web service quality are perceived risk, web content and service, convenience. One of the major findings of this study is that although less perceived risk may lead to a favorable perception of web service quality, it does not necessarily translate to customer satisfaction, or positive behavioral intentions. Individual PC skill sets may affect perception of service convenience, but seems to have no influence on how customers assess web service quality, customer satisfaction or, behavioral intentions to use the e-service. The indirect or mediating influence of satisfaction on web, service quality and behavioral intentions is indeed stronger than the direct influence of web service, quality on behavioral intentions.

Global software piracy: can economic factors alone explain the trend?

Searching for explanations to increasing global software piracy rates.

The impact of price decreases on telephone and cell phone diffusion

The diffusion process (the degree of penetration within a region) of telephones and cell phones has proceeded rapidly in most regions, but the factors influencing diffusion rates are still unknown. Using data from six regions (which varied in terms of economic wealth, stage of diffusion, technological and social infrastructures, and institutional policies), and two different technologies (telephone and cell phone) we showed that price-adjusted diffusion models had better explanatory power than pure diffusion models, validating Gurbaxani and Mendelsons model. We found that the impact of price decreases was positive and significant in all regions and for both technologies. Additionally the study showed that the impact of price decreases was stronger for less wealthy regions and for nations with higher developed social infrastructure (as measured by educational level) and greater political stability (as measured by Mauros composite index) after controlling for GDP. We also found that, in general, the price effect was stronger for telephones (an older technology) than for cell phones.

Diffusion of ICT in Developing Countries: A Qualitative Differential Analysis of Four Nations

Abstract This study compares the diffusion of ICT in two sets of matched developing nations: Zimbabwe and Albania, and Namibia and Venezuela. Each pair of developing countries had similar average gross domestic products for the years 1990-1999 but different ICT diffusion levels. Using qualitative analysis, we compared the paired nations on six groups of national-level factors: demographic, economic, regulatory, infrastructural, educational, and affordability factors. The findings indicate that the difference in ICT diffusion may be attributed to factors such as poor infrastructure, income inequality, and adult illiteracy. Regulatory and affordability factors are also possible reasons why the African nations seem to perform differently than their non- African counterparts. This study further reveals that the impact of a given factor depends on the type of ICT in question in at least some of the nations investigated. The model is further tested using most recent ICT diffusion data and is found to produce mostly similar results to those of the original dataset. The paired nation-level qualitative analysis may be more suitable and more relevant than a macro-level regression analysis in certain situations because it is capable of revealing the role of specific factors in a given nation whereas macro-level regression can only reveal the impacts of a set of factors on a group of nations.

Internet use and human values

We use Schwartzs model to explore the impact of values on individual internet use.Study 1 uses 49 developed and emerging nations based on World Value Survey data.Study 2 uses 8 nations developed and emerging based on European Social Survey data.From Study 1 Schwartz-like value types are significant on Internet use in both groups.Study 2: tradition and security are most relevant and different impact in each group. In this study, we use Schwartzs value framework to explore the impact of values on internet use at an individual level. This approach differs from many of the previous studies that report on national level analyses. The gap in the literature arising from the absence of Schwartzs value types in information and communication technologies (ICT) studies calls for investigation of the impact of individual values on ICT use at the individual level. For study 1, we use the set of developing and developed nations, based on World Values Survey data. For study 2, we use eight nations grouped into two economic/cultural clusters (developed and developing) based on the data from the European Social Survey. Study 1 findings indicate that 4 out of 8, 6 out of 8 and 7 out of 8 Schwartz-like human value types are significant for Internet use for developed, developing and all nations respectively, with robust effect sizes. The study 2 findings indicate that for developed nations, Schwartz value types such as conformity, tradition, security, and power are relevant in at least two or more out of the four nations. In the case of the developing nations, achievement, stimulation, self-direction, tradition and security are relevant in at least two or more out of four nations. Tradition and security are the two value types that are most relevant in both groups of nations. These results indicate that value types have different as well as similar impacts in developed and developing nations. Similarities and differences also exist within developed and developing nations. The results show that value types in general and Schwartzs value types in particular, are useful in explaining Internet use. The implications of these findings are discussed and future studies suggested.

The impact of trust and changes in trust

Highlights? We investigate the impact of trust on National Level Adoptions (NLA) of a large number of ICT products, services, and issues, while controlling for GDP. ? The data used was based on three World Value Surveys (WVS) conducted across 90 nations, with each nation represented by more than 1000 respondents. ? Our results indicate that trust and national wealth alone are robust predictors of NLA. ? Our findings also show that over a 10 year period, trust rates have changed in many developed nations, and the change has a positive association with changes in adoption rates. Trust has been shown to play an important role in the adoption of information and communication technology (ICT) on an individual and firm level, but has received relatively little attention on a national level. In this paper we examine the impact of generalized trust, as measured by the World Value Survey, on the adoption of ICT products and related phenomena (e.g., such issues as Telecommuting and services such as E-Government Readiness), at a national level, while controlling for a nations wealth. Because national trust levels having changed over time, we also examine how the rate of change in trust has impacted the adoption of ICT and ICT related phenomenon. Our findings provide strong empirical support for the argument that trust impacts national level adoption. The results are robust as we consider multiple variables and data sources. We also show that changes in trust rates are generally associated with corresponding changes in ICT adoptions.

A Role-Playing Approach to the Instruction of Information Systems Analysis and Design Courses

Abstract A role-playing approach for the instruction of the required Business School course Information Systems Analysis and Design (SAD) at one university is described. The technique is suggested in response to studies that indicate that in addition to technical ability, the entry level systems analyst must possess a wide range of behavioral and technical skills. A structured learning environment is developed that familiarizes students with the needs of the three sets of principal participants (designer, decisionmaker, and system user) by requiring the assumption of commonly found roles in a task-oriented situation. The setting provides a framework for the instruction of SAD concepts, the direct application of structured methodologies, the presentation of findings, interaction with the affected parties, and structured evaluation and feedback. The approach has been favorably received by students as a medium for the instruction and application of tools and techniques.

The Demise of Novell Netware: Did Perceptions Related to Network Administration Play a Role?

In this study the authors examine some possible reasons for Novell Netwares fall from dominance in the 1990s to its near disappearance. The authors examine the role of the external variables security, productivity, and sharing on an administrators perceptions and intention to use the software within the Technology Acceptance Model (TAM). The results show that difficulty in administration was not responsible for Netwares demise; on the contrary, Netwares environment resulted in a positive intention to use it.

Diffusion of Business Intelligence and Data Warehousing: An Exploratory Investigation of Research and Practice

This empirical study extends current Business Intelligence (BI) and Data Warehousing (DW) research by studying the discourse life cycle of IS fashion waves. Using bibliographic methodology and applying Diffusion of Innovation and Management Fashion theories, BI/DW related papers and articles were gathered from both, academic research and practitioner journals, published from 1995 to 2009. Formal diffusion models were employed to examine the level of adoption of BI/DW based on these papers and articles. Our findings demonstrate mixed-influence fashion waves of BI/DW across the academic and private sector communities, with the practitioners research being influenced more by external factors compared to academic and academic research diffusion progressing differently than practitioners literature diffusion and the latter has comparatively slowed down.

Group Analysis at Regional Levels can be Meaningful in Global IS Research

In global ISItechnology research, studies are generally conducted on entities at an individual level, firm level or national level. We encourage IS researchers not to merely limit their research to these traditional entities groupings, but rather to also consider the impact of demographics on the behavior of these entities. Regional influences can determine economic stability, shape a groups attitudes, and influence accepted norms of behavior. Regional cultures, political atmospheres, religions, geographical considerations, such as urbanization and the proximity to bordering regions which may or may not share their accepted norms, and regional infrastructure, all can modify behaviors, making regional analysis an important concern in global IS research.