Information Systems in Organizations - Principles of Information Systems - page 57

User Satisfaction and Technology Acceptance
To be effective, reengineering and continuous improvement efforts must result in satisfied
users and be accepted and used throughout the organization. Over the years, IS researchers
have studied user satisfaction and technology acceptance as they relate to IS attitudes and
usage. Although user satisfaction and technology acceptance started as two separate theories,
some believe that they can be integrated into one. 15
User satisfaction with a computer system and the information it generates often depend
on the quality of the system and the information. 16 A quality information system is usually
flexible, efficient, accessible, and timely. Recall that quality information is accurate, reliable,
current, complete, and delivered in the proper format. 17
The technology acceptance model (TAM) specifies the factors that can lead to better
attitudes about the information system, along with higher acceptance and usage of the system
in an organization. 18 These factors include the perceived usefulness of the technology, the
ease of its use, the quality of the information system, and the degree to which the organization
supports its use. 19
You can determine the actual usage of an information system by the amount of technology
diffusion and infusion. 20 Technology diffusion is a measure of how widely technology is
spread throughout an organization. An organization in which computers and information
systems are located in most departments and areas has a high level of technology
diffusion. 21 Some online merchants, such as Amazon.com, have a high diffusion and use
computer systems to perform most of their business functions, including marketing, pur-
chasing, and billing. Technology infusion , on the other hand, is the extent to which
technology permeates an area or department. In other words, it is a measure of how deeply
embedded technology is in an area of the organization. Some architectural firms, for example,
use computers in all aspects of designing a building from drafting to final blueprints. The
design area, thus, has a high level of infusion. Of course, a firm can have a high level of
infusion in one part of its operations and a low level of diffusion overall. The architectural
firm might use computers in all aspects of design (high infusion in the design area), but not
to perform other business functions, including billing, purchasing, and marketing (low dif-
fusion). Diffusion and infusion often depend on the technology available now and in the
future, the size and type of the organization, and the environmental factors that include the
competition, government regulations, suppliers, and so on. This is often called the technol-
ogy, organization, and environment (TOE) framework. 22
Although an organization might have a high level of diffusion and infusion, with com-
puters throughout the organization, this does not necessarily mean that information systems
are being used to their full potential. In fact, the assimilation and use of expensive computer
technology throughout organizations varies greatly. 23 Companies hope that a high level of
diffusion, infusion, satisfaction, and acceptance will lead to greater performance and prof-
itability. 24

technology acceptance model
(TAM)
A model that describes the factors
leading to higher levels of accep-
tance and usage of technology.

technology diffusion
A measure of how widely
technology is spread throughout the
organization.

technology infusion
The extent to which technology is
deeply integrated into an area or
department.

Quality
The definition of the term quality has evolved over the years. In the early years of quality
control, firms were concerned with meeting design specifications—that is, conforming to
standards. If a product performed as designed, it was considered a high-quality product. A
product can perform its intended function, however, and still not satisfy customer needs.
Today, quality means the ability of a product (including services) to meet or exceed customer
expectations. For example, a computer that not only performs well but is easy to maintain
and repair would be considered a high-quality product. Increasingly, customers expect helpful
support after the sale. This view of quality is completely customer oriented. A high-quality
product satisfies customers by functioning correctly and reliably, meeting needs and expec-
tations, and being delivered on time with courtesy and respect.
Quality often becomes critical for foreign suppliers and manufacturers. 25 In 2007, a major
U.S. toy company had to recall about 1.5 million toys because lead was found in the prod-
ucts likely manufactured in China. According to a representative for the Hong Kong Toys
Council, “Everyone is trying to find out which paint supplier is getting into trouble, because
once they know, they can stay away from that supplier.” In another case, a Russian car
magazine asked for a $9,000 Chinese car to be recalled from the Russian market because of

quality
The ability of a product (including
services) to meet or exceed cus-
tomer expectations.