Contextual influences on user satisfaction with mobile computing: findings from two healthcare organizations
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Contextual influences on user satisfaction with mobile computing: findings from two healthcare organizations Rens Scheepers1, Helana Scheepers2 and Ojelanki K. Ngwenyama3 1
Department of Information Systems, The University of Melbourne, Victoria, Australia; 2 Caulfield School of Information Technology, Monash University, Victoria, Australia and 3 School of Information Technology Management, Ryerson University, Toronto, Canada Correspondence: Rens Scheepers, Department of Information Systems, The University of Melbourne, Victoria 3010, Australia. Tel: þ 61 3 8344 1575 E-mail: [email protected]
Abstract Mobile information technologies (IT) are transforming individual work practices and organizations. These devices are extending not only the boundaries of the ‘office’ in space and time, but also the social context within which use occurs. In this paper, we investigate how extra-organizational influences can impact user satisfaction with mobile systems. The findings from our longitudinal study highlight the interrelatedness of different use contexts and their importance in perceptions of user satisfaction. The data indicate that varying social contexts of individual use (individual as employee, as professional, as private user, and as member of society) result in different social influences that affect the individual’s perceptions of user satisfaction with the mobile technology. While existing theories explain user satisfaction with IT within the organizational context, our findings suggest that future studies of mobile IT in organizations should accommodate such extra-organizational contextual influences. European Journal of Information Systems (2006) 15, 261–268. doi:10.1057/palgrave.ejis.3000615 Keywords: user satisfaction; mobile technology; social context
Introduction
Received: 11 November 2005 Revised: 1 February 2006 Accepted: 20 February 2006
From the earliest studies following the introduction of computing in organizations to the more recent studies on user satisfaction, information system (IS) researchers have examined how new computing devices can affect users’ behaviours and how such behaviours affect the organization. A contemporary challenge is to understand and explain users’ satisfaction with mobile computing technologies, nomadic work practices enabled by these devices (Lyytinen & Yoo, 2002) and their impact on organizations. Mobile technologies challenge our current theories of user satisfaction due to their usability within multiple contexts. Historically, we have based our understanding of user satisfaction on fixed computing devices situated within a single context: the organization. The mobility of these devices and their multiple contexts of use add several dimensions to the user satisfaction and organizational adoption problem. In this research, we question how individuals’ satisfaction with mobile computing is influenced by the multiple contexts of use afforded by these devices. In a longitudinal study of the implementation of mobile technologies in two healthcare organizations, we
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