Web-based applications and web portals

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Chapter 2: Literature Review

Introduction

Chapter 1 was the introduction to this research. It provided an overview of the entire study. The aim of this literature review chapter is to provide a context and theoretical framework for the work. This is done by critically reviewing existing literature in order to provide clear arguments of what is known or unknown about the research questions (Saunders, Lewis and Thornhill, 2016). Consequently, this chapter provides the key theories, concepts and a critical analysis of the relevant literature on which the research is based.
Figure 2.1 shows the layout of the chapter. After this introduction (Section 2.1), Section 2.2 discusses the theories relevant to this research, namely, DeLone and McLean’s IS success Model (Section 2.2.1), the technology acceptance model (Section 2.2.2), the unified theory of acceptance and use of technology (Section 2.2.3), and SERVQUAL (Section 2.2.4). Lastly, Section 2.2.5 deals with the main theoretical foundations of this research. Section 2.2 is followed by Section 2.3 which overviews Human Computer Interaction (Section 2.3.1), interaction design (Section 2.3.2), and user-centred design/human-centred design (Section 2.3.3). The three main facets addressed in this work are discussed in Section 2.4, namely, usability (Section 2.4.1), user experience (Section 2.4.2), service quality and e-service quality (Section 2.4.3), and the benefits of these three (Section 2.4.4). In Section 2.5, definitions of Web-based applications (Section 2.5.2) and web portals (Section 2.5.2) are provided. Section 2.6 discusses evaluation of e-service quality, usability and user experience (e-SQUUX) and the methods used, with subsections on e-SQUUX evaluation (Sections 2.6.1), e-SQUUX evaluation methods (Sections 2.6.2) and modelling and measurement of e-SQUUX (Sections 2.6.3). Section 2.7 focuses on University web portal services and their evaluation, while Section 2.8 concludes the chapter.

Information Systems theories and other theories relevant to this research

In qualitative, quantitative and mixed methods studies, theories are frequently used. In quantitative studies, hypotheses are tested to test a theory. In qualitative studies, the theory provides a lens onto the matter to be investigated or, as in grounded theory, a theory is generated at the end of the study. Mixed methods studies may both build and test theories (Williams, 2007; Creswell, 2014). Theories influence the way researchers think, the way in which they interpret the world, and the actions they take during the research process (Walls, Widermeyer and El Sawy, 2004; Hong et al., 2014). They also play a major role in the determination of the research questions posed or hypotheses to be tested, issues to be investigated, methods to apply, and in the way in which the data is analysed and interpreted (Avgerou and Cornford, 1998; Pare et al., 2015). This section presents the four theories most relevant to this research from the fields of Human Computer Interaction and Information Systems, in which this research lies. In addition, a theory from marketing research is also included, namely SERVQUAL.

DeLone and McLean IS Success model

The DeLone and McLean information systems success model, known as the D&M IS success Model is a framework and model for measuring the complex dependent variables in IS research (DeLone and McLean, 1992, 2003). The model emanated from a classic study undertaken by DeLone and McLean in 1992 that synthesised previous research involving IS success to a consolidated body of knowledge and provided guidance for future research. Their findings were that IS is multidimensional and that the dimensions are interdependent. Figure 2.2 depicts their original model, which comprises six dimensions or categories.
As depicted in Figure 2.2, System Quality (SQ) and Information Quality (IQ) individually, or in combination, impact on both System Use (SU) and User Satisfaction (US). Furthermore, US can affect use of a system and vice versa. SU and US individually or both have an Individual Impact (II) on a person’s performance that usually results in some Organisational Impact (OI).
Ten years after presentation of the original model, DeLone and McLean enhanced and extended the model to include the dramatic changes in IS practice, particularly due to the advent and growth of the Internet and e-commerce. The new model, Figure 2.3, includes Service Quality as an additional category and combines all ‘impact’ measures, that is, Individual Impact and Organisational Impact, to a new category named Net Benefits. Finally, System Use and Intention to Use make up a category in the new model, since they are considered to be an important measure of IS success. The new model can be adapted to evaluation and measurement of challenges of organisations with a web-presence, especially those involved in e-commerce (DeLone and McLean, 1992, 2016).
The DeLone and McLean IS success Model is relevant to this research due to the following factors:
System Quality, Intention to Use, Actual Use, User Satisfaction and, to some extent, the Net Benefit of using a system are considered by the current researcher to be critical constructs in modelling and evaluating both usability and user experience of any web-based system as undertaken in this research. For example, System Quality includes constructs such as usability, user experience, functionality, reliability and flexibility (Jamwal, 2010; Jagannathan, Balasubramanian and Natarajan, 2018).
The model includes service quality that can be seen as the foundation of e-service quality, as investigated in this research.
The model can be used to analyse the overall success or effectiveness of any given Information and Communication Technology (ICT) system or product (Booth, 2012) such as a web portal.
Since the model is multidimensional and interdependent, it is important that as one emphasises and researches one aspect of on IS system, the other model constructs should not be ignored. For example, if e-SQUUX evaluation of a University web portal investigates issues related to system quality, service quality and user satisfaction, as provided in the model, issues relating to other dimensions such as net benefit of the system should not be ignored.
Perhaps the only real criticism of the original DeLone and McLean IS Success model has been that of Seddon (1997), who points out that variance and process interpretations should not be included together in a single model, since this leads to potential confusion that can lead to a reduction in the value of the model. However, he agrees that the model makes important contributions to IS success and research. Some of the weaknesses mentioned were, however, addressed in the updated D&M IS success Model of 2003 (DeLone and McLean, 2003).

The technology acceptance model

The Technology acceptance model (TAM), introduced by Davis, is one of the most cited and proven IS theoretical frameworks that aims to explain why an individual accepts or rejects a new information system technology (Davis, 1989; Davis, Bagozzi and Warshaw, 1989; Venkatesh and Davis, 2000; Venkatesh and Bala, 2008; Wu and Chen, 2017).
TAM originates from the theory of reasoned action (Ajzen and Fishbein, 1980) which is used to explain and predict user behaviour across a number of domains. The theory of reasoned action postulates that a person’s performance of a specific behaviour is determined by his/her behavioural intention to perform that behaviour. The associated behavioural intention is jointly determined by the person’s attitude and subjective norms concerning the behaviour in question (Ajzen and Fishbein, 1980). Based on the Theory of reasoned action (TRA), the TAM investigates the factors that affect behavioural intention to use information or computer systems. Figure 2.4 is a diagrammatic representation of TAM. Two variables, perceived usefulness (PU) and Perceived ease of use (PEOU), are hypothesised to be fundamental determinants of user acceptance. TAM suggests a causal relationship between these two variables and user acceptance, which is sequentially made of users’ Attitude towards using a technology, Behavioural intention to use it, and Actual system use or (Davis, 1989; Park, Lee and Cheong, 2007; Wu and Chen, 2017). TAM suggests that actual information system adoption and use are determined by the behavioural intention to use the system, which, in turn, is jointly determined by a user’s attitude towards using the system and PU.

Chapter 1: Introduction
1.1 Introduction
1.2 Background and rationale
1.3 Problem statement
1.4 Research purpose and objectives
1.5 Main research question and subquestions
1.6 Value of the research
1.7 Outline of the literature review
1.8 Research design and methodology
1.9 Scope of the research
1.10 Structure of the thesis
Chapter 2: Literature Review
2.1 Introduction
2.2 Information Systems theories and other theories relevant to this research
2.3 Human Computer Interaction, interaction design, user-centred design
2.4 Usability, user experience and e-service quality: an overview
2.5 Web-based applications and web portals
2.6 e-Service quality, usability and user experience evaluation and methods
2.7 University web portal services and their evaluation
2.8 Conclusion
Chapter 3: Research design and methodology
3.1 Introduction
3.2 Research questions in the context of this study
3.3 Research framework, and philosophical stances and worldviews
3.4 Research approaches
3.5 Research design
3.6 Qualitative phase: Study 1A – Systematic literature review
3.7 Qualitative phase: Study 1B – Expert reviews of the conceptual model
3.8 Quantitative phase: General information for both the pilot and main questionnaire surveys
3.9 Quantitative phase: Study 2A – Pilot study of the questionnaire survey
3.10 Quantitative phase: Study 2B – Main study of the questionnaire survey
3.11 Validity, reliability and triangulation for the entire research
3.12 Ethical considerations undertaken during this research
3.13 Conclusion
Chapter 4: Synthesis of a conceptual integrated model for evaluation of e-service quality, usability and user experience (e-SQUUX Model V1): Study 1A
4.1 Introduction
4.2 Literature sources investigated
4.3 Dimensionality of the conceptual integrated e-SQUUX Model V1
4.4 Potential application of the conceptual e-SQUUX Model V1 at different levels
4.5 Conclusion
Chapter 5: Expert review of the conceptual e-SQUUX Model V1: Study 1B
5.1 Introduction
5.2 Experts’ profiles and overview of the nature of data
5.3 Analysis based on the ranking of categories and dimensions by experts
5.4 Analysis of expert reviewers’ suggestions
5.5 Merging rankings and suggestions data results to arrive at the expert-reviewed Provisional e SQUUX Model PV2
5.6 Further refinement of the conceptual e-SQUUX Model due to precise definitions of its components
5.7 Conclusion
Chapter 6: Pilot study: Study 2A
6.1 Introduction
6.2 Sampling, and procedure and administration of the questionnaire
6.3 Data capturing and profile of participants
6.4 Reliability of the constructs in the questionnaire
6.5 Other changes to the questionnaire design and distribution procedure
6.6 An overview of the value of the pilot study
6.7 Conclusion
Chapter 7: Data analysis and results of the main study: Study 2B
7.1 Introduction
7.2 Sampling, and procedure and administration of the questionnaire
7.3 Data cleaning and profile data of participants
7.4 Reassessment of the reliability of the expert-reviewed conceptual e-SQUUX Model V2
7.5 Data analysis leading to the validated e-SQUUX Model V3
7.6 Partial least square – structural equation modelling (PLS-SEM): e-SQUUX Model estimation using SmartPLS
7.7 e-SQUUX measurement model assessment using PLS-SEM
7.8 e-SQUUX Structural model assessment using PLS-SEM
7.9 Chapter conclusion
Chapter 8: Discussion
8.1 Introduction
8.2 A consolidated conceptual model of e-service quality, usability and user experience (e-SQUUX) for evaluating Web-based applications
Answer to Subquestion 1
8.3 Content validity of the e-SQUUX conceptual model by means of expert reviews
Answer to Subquestion 2
8.4 Value of a pilot study in a questionnaire survey evaluation of e-service quality, usability and user experience (e-SQUUX)
Answer to Subquestion 3
8.5 Validation of expert-reviewed e-SQUUX Model V2 by means of a user survey  Answer to Subquestion 4
8.6 Proposed model: Partial least square – structural equation modelling (PLS-SEM) of e-SQUUX
Answer to Subquestion 5
8.7 Discussion of the PLS-SEM e-SQUUX Model
8.8 Conclusion
Chapter 9: Conclusion
9.1 Introduction
9.2 Answering the research questions
9.3 Theoretical, practical and methodological contributions of the research
9.4 Implementations of Exploratory sequential design within this mixed methods research
9.5 Validity, reliability and triangulation
9.6 Recommendations
9.7 Limitations and future research
9.8 Conclusion
References
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