결과기대가 정보시스템 사용활동에 미치는 영향: 비자발적 정보시스템 사용환경을 중심으로 (The Effects of Outcome Expectation on IS Use Activity in the Context of Non-Voluntary IS Use)

서지정보

· 발행기관 : 한국경영학회
· 수록지 정보 : 경영학연구 / 38권 / 2호 / 351 ~ 378페이지
· 저자명 : 곽기영, 오송우

초록

오늘날 기업 환경에서 전사적으로 도입된 대부분의 정보시스템은 비자발적 환경에서 사용되고 있다. 이런 환경에서 비우호적인 사용자 수용행태는 성공적인 시스템 구현의 중요한 실패원인 중의 하나로서 제시되고 있다. 적절한 기대관리가 우호적인 시스템 수용태도를 결정하는 한 방안이라는 인식하에 본 연구는 결과기대가 사용자 수용행태에 미치는 영향을 실증분석하였다. 또한 전통적으로 활용되어 왔던 시스템 사용의도와 시스템 사용이 비자발적 시스템 사용환경에서는 적절치못하다는 한계를 극복하고자 실질적 수용행태를 설명할 수 있는 시스템 사용활동을 실질적 사용에 대한 대체변수로서 제시하였다. ERP 시스템 사용자를 대상으로 한 구조방정식모델의 분석결과 정보시스템 사용활동에 대한 개인적 결과기대및 사용자만족의 유의적인 영향을 확인할 수 있었다. 본 연구결과는 비자발적 정보시스템 사용환경에서의 사용자 수용행태를 이해하는데 도움을 줄 수 있을 것으로 기대된다.

영어초록

It has been argued that Enterprise systems (ES) implementations are overshadowed by a high failure rate despite their promised benefits. The factors accounting for ES failures are not limited to technical issues. Rather, there are various causes arising from the interactions among people, task, environment, and technology. One of the commonly cited reasons for ES implementation failures in the context of mandatory use is the user’s unwillingness to adopt or use the systems. Considering that the appropriate management of expectations may play an important role in forming positive behavior toward newly implemented systems and reducing unwillingness to adopt them, this study examines the effect of outcome expectation on the system use activity in the context of the mandatory use of information systems (IS) from the perspective of social cognitive theory. The user’s behavior depends on how the user appraises the expected consequences about the variety of events which occur in IS changes.
We examine outcome expectation from the social cognitive theory perspective which suggests that it is a significant cognitive factor for individuals to control their behavior. Prior research on the adoption of new IS has been conducted in the context in which individual users adopt the new IS voluntarily and either usage or intention to use is exploited as a dependent variable. However, nowadays most enterprise-wide IS are used in a non-voluntary context where users are compelled to use the system in order to perform their jobs. Therefore, the use of either usage or intention to use as an appropriate surrogate variable for actual system use behavior remains contentious. With this background, we propose a construct called system use activity that is conceptualized by immersion, reinvention, and learning, and which can play a surrogate role to explain actual system use behavior instead of the concept of either intention to use or simple system usage. This study aims to investigate the role of outcome expectations in the successful use of IS and to suggest a new surrogate variable for system use in the mandatory use context. We have two research objectives. First, from the IS acceptance perspective, we examine how outcome expectations affect the IS use activity of the organizational members. Second, we suggest a new outcome variable describing actual acceptance behavior of the user in the mandatory use context. A field study was conducted using a structural equation model. The data used to test the proposed research model were collected from ERP system users who were believed to reflect mandatory system use context.
A total of 145 complete and valid responses were obtained. The data were analyzed using a two-step methodology with LISREL 8.7. Structural equation model analysis provided significant support for the proposed relationships. The empirical results suggest that outcome expectationspersonal and user satisfaction have positive effects on system use activity. Outcome expectationsperformance and outcome expectations-personal show significant relationships with two aspects of system performance: system quality and information quality, respectively. User satisfaction has a significant impact on system performance. Theoretical and practical implications of the study are discussed, along with its limitations. Based on the study results, suggestions are made for improving system use activity in the mandatory use context of information systems.

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