TY  - JOUR
T1  - Examining the Relationship Between Overall Quality, User Satisfaction and
Internet Usage: An Integrated Individual, Technological,
Organizational and Social Perspective
AU - Mutahar, Ahmed M. AU - Ramayah, T. AU - Abdullah, Zaini AU - Isaac, Osama 
JO  - Asian Journal of Information Technology
VL  - 16
IS  - 1
SP  - 100
EP  - 124
PY  - 2017
DA  - 2001/08/19
SN  - 1682-3915
DO  - ajit.2017.100.124
UR  - https://makhillpublications.co/view-article.php?doi=ajit.2017.100.124
KW  - information quality
KW  -system quality
KW  -overall quality
KW  -Yemen
KW  -UTAUT
KW  -DeLone and McLean
KW  -service quality
KW  -user satisfaction
AB  - For most of us today, the internet has a significant effect on every aspect of our daily life and every
facet of the operation of our organizations. Yet, despite its importance and world-wide reach, internet usage in
Yemen is one of the lowest among the world’s countries. Many scholars have studied and proposed theories
and models to predict and explain user behaviour to account for the rapid change in both technology and its
environment. In order to further better comprehend internet usage and user satisfaction within organizations,
this study has developed and validated a multi-dimensional model, based on three well-known topic in
technology management (technology acceptance, task-technology fit and information systems success) within
four well-known theories and models, namely Technology Acceptance Model (TAM) Unified Theory of
Acceptance and Use of Technology (UTAUT) Task-Technology Fit (TTF) and DeLone and McLean
Information Systems Success Model (DMISM) from a perspective which integrates four different dimensions
(individual, technological, social and organizational). In addition, a second-order model of overall quality which
contains seven first-order constructs (system quality, information quality, service quality, task quality,
individual quality, social quality and top management quality) is proposed and validated. A survey
questionnaire was used to collect primary data from 530 internet users among employees within thirty
government ministries in Yemen. The data analysis start with initial Exploratory Factor Analysis (EFA) followed
by Confirmatory Factor Analysis (CFA) and lastly Structural Equation Modelling (SEM) via AMOS. The
findings from the descriptive analysis show that the majority of employees surveyed have the awareness of
the quality of internet information are dissatisfied with service and top management quality have the confidence
to browse the WWW use a search engine and send an e-mail but do not have the confidence to download and
upload files. They did agree with the notion that family, friends and coworkers think that using the internet is
a good idea. Although, employees find the internet easy to use, flexible, useful and enjoyable, they consider
its speed to be very low, it is not secure and its subscription is not reasonably priced. The results show that
the data fit the proposed integrated model well. The findings of the multivariate analysis produced three main
results. First, overall quality has a strong positive impact on actual usage and user satisfaction. Second, actual
usage has a positive influence on user satisfaction. Third, the bootstrapping analysis showed that actual usage
mediates the relationship between overall quality and user satisfaction. The theoretical and practical
implications are also discussed.
ER  -