[논문]Analysis of PMIS Users Satisfaction and Loyalty Using Structural Equation Model

Kim, Min-Cheol; Lee, Hyung-Il; Cho, Sang-Ho; Kim, Ju-Hyung

doi:10.5659/aikar.2021.23.1

[국내논문] Analysis of PMIS Users Satisfaction and Loyalty Using Structural Equation Model 원문보기

Architectural research, v.23 no.1, 2021년, pp.1 - 10

Kim, Min-Cheol (Department of Architectural Engineering, Hanyang University) , Lee, Hyung-Il (NH Investment & Securities) , Cho, Sang-Ho (Tomoon Architects & Engineering) , Kim, Ju-Hyung (Department of Architectural Engineering, Hanyang University)

Abstract ▼ AI-Helper

Project management information systems (PMIS) have been implemented to support cooperation among the participants of construction projects. Unlike other information systems used by members from an organization with similar culture and business environment, the PMIS are members from one-off fragmented project organization with diverse professional background. Successful operation is significantly affected by the tendencies of client's side and individual awareness of participants. In this regard, it is imperative to evaluate the success of the system based on the individual characteristics of PMIS users. Thus, this study proposes a method for determining the system success by analyzing the extent of the effects of system factors such as System Quality, Information Quality, and Service Quality and individual factors such as a user's IT application ability, Extrinsic Motivation to achieve User Satisfaction, and loyalty. Accordingly, a structural equation model (SEM), an effective tool to examine of the comprehensive structure of a causal relationship, is applied for analysis because the internal awareness of individuals is established as a variable.

Keyword

표/그림 (11)

그림 Figure 1. Model of IS Success by DeLone and McLean(1992; 87p)
그림 Figure 2. DeLone and McLean Model of IS Success(2003; 24p)
그림 Figure 3. Research model for evaluating User Satisfaction and Loyalty
표 Table 1. Operational Definition of Variables and Relevant Measurement Items
표 Table 2. Composition of the Questinnaire
표 Table 3. Statistics on the Questionnaire Respondents-1
표 Table 4. Statistics on the Questionnaire Respondents-2
표 Table 5. Results of Conduction Reliability Analysis and Confirmatory Factor Analysis
그림 Figure 4. Result of research model for evaluating User Satisfaction and Loyalty
표 Table 6. Analytical Result of Discriminant Validity among Variables
표 Table 7. Result of SEM Analysis of the Research Model: Verification of to

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문제 정의

This study aimed to verify the system factors capable of enhancing User Satisfaction and loyalty. This enabled us to establish the following individual characteristics affecting PMIS users that warranted analysis: System Quality, Information Quality, Service Quality, users’ IT application ability, and their Extrinsic Motivation.

가설 설정

H₁ : The System Quality of PMIS will have a significant positive effect on User Satisfaction.
H₂ : The quality of information provided by PMIS will have a significant positive effect on User Satisfaction.
H₃ : The Service Quality of PMIS will have a significant positive effect on User Satisfaction.
H₄ : Users’ ability to use IT applications will have a significant positive effect on User Satisfaction.
H₅ : Users’ Extrinsic Motivation will have a significant positive effect on User Satisfaction.
H₆ : The System Quality of PMIS will have a significant positive effect on User Loyalty.
H₇ : The quality of information provided by PMIS will have a significant positive effect on User Loyalty.
H₈ : The Service Quality of PMIS will have significant positive effect on User Loyalty.
H₉ : Users’ ability to use IT applications will have a significant positive effect on User Loyalty.
H₁₀ : Users’ Extrinsic Motivation will have a significant positive effect on User Loyalty.
H₁₁ : User Satisfaction with the PMIS will have a significant positive effect on User Loyalty.
H₁ : The direct effect of the path from System Quality to User Satisfaction is 0.44; thus, it is positively significant (p<0.01).
H₂ : The direct effect of the path from Information Quality to User Satisfaction is 0.44; thus, it is positively significant (p<0.01).
H₃ : The direct effect of the path from Service Quality to User Satisfaction is 0.22; thus, it is positively significant (p<0.01).
H₄ : The direct effect of the path from users’ IT application ability to User Satisfaction is insignificant.
H₅ : The direct effect of the path from Extrinsic Motivation to User Satisfaction is insignificant.
H₆ : The direct effect of the path from System Quality to User Loyalty is 0.52; thus, it is positively significant (p<0.01).
H₇ : The direct effect of the path from Information Quality to User Loyalty is insignificant.
H₈ : The direct effect of the path from Service Quality to User Loyalty is insignificant.
H₉ : The direct effect of the path from users’ IT application ability to User Loyalty is 0.77; thus, it is positively significant (p<0.05).
H₁₀ : The direct effect of the path from Extrinsic Motivation to User Loyalty is 0.49; thus, it is positively signifi-cant (p<0.01). H₁₁ : The direct effect of the path from User Satisfaction to User Loyalty is 0.

제안 방법

, the System Quality, Information Quality, and Service Quality), Users’ IT application Ability, and Extrinsic Motivation on User Satisfaction and Loyalty through an SEM analysis. The study also reflects the situation in the field by obtaining data from the users of the PMIS, which, in practice, is being operated in firms where different projects are being carried out simultaneously.
The purpose of this study is to verify the effects of the quality of the PMIS as well as the user’s ability to use an IT application, and their Extrinsic Motivation on User Satisfaction and Loyalty (Figure. 4). In other words, the study aims to identify the direct and indirect effects of the above-mentioned variables on User Satisfaction and Loyalty as well as the direct effects of User Satisfaction on User Loyalty
This study analyzes the effects of the PMIS quality variables (i.e., System Quality, Information Quality, and Service Quality), users’ ability to use IT applications, and their Extrinsic Motivation to achieve User Satisfaction and loyalty, and establishes research hypotheses based on the preliminary studies as follows.
The effects of the exogenous constructs, namely the PMIS quality (i.e., System Quality, Information Quality, and Service Quality), users’ ability to use IT applications, and their Extrinsic Motivation, on the endogenous constructs including User Satisfaction and loyalty, were analyzed by designing the questionnaire based on preliminary studies, as shown in Table 2. General items on the respondents include their sex, age, firm classification, position, and period of using the PMIS.
, System Quality, Information Quality, and Service Quality), users’ ability to use IT applications, and their Extrinsic Motivation, on the endogenous constructs including User Satisfaction and loyalty, were analyzed by designing the questionnaire based on preliminary studies, as shown in Table 2. General items on the respondents include their sex, age, firm classification, position, and period of using the PMIS. A five-point Likert scale was used to assess the response to each question in the questionnaire.
General items on the respondents include their sex, age, firm classification, position, and period of using the PMIS. A five-point Likert scale was used to assess the response to each question in the questionnaire. On this scale, 1, 2, 3, 4 and 5 represent “strongly disagree”, “disagree”, “neutral”, “agree” and “strongly agree” respectively.
These participants were asked to use the questionnaire to respond to the survey that was conducted to obtain data. The initial questionnaire was reviewed by three PMIS development experts regarding the redundancy of 28 items and adequacy of classification based on previous studies and then used in this study. This questionnaire was subsequently distributed to 201 PMIS users in the three categories mentioned above, who were participating in 11 construction projects(four apartment buildings, five efficiency apartments, two hotels) in Korea during October 2015.
The value of Cronbach’s α was calculated to examine the reliability of each scale, and confirmative factor analysis was carried out to verify the validity of latent variables through the scale.
These factors were derived through typical analytical studies of ISs. An SEM analysis, which can be used to comprehensively examine the causal relationship between system-related variables and individual characteristic variables, was carried out, and the main results of the analysis that was conducted to verify the hypotheses are as follows.

대상 데이터

The initial questionnaire was reviewed by three PMIS development experts regarding the redundancy of 28 items and adequacy of classification based on previous studies and then used in this study. This questionnaire was subsequently distributed to 201 PMIS users in the three categories mentioned above, who were participating in 11 construction projects(four apartment buildings, five efficiency apartments, two hotels) in Korea during October 2015. A total of 172 questionnaires were retrieved, which is a collection rate of 85.

데이터처리

7 %. SPSS, which is a statistical package for the social sciences, and AMOS SEM were used to analyze the reliability and validity of the data obtained, examine the descriptive statistics, and verify the hypotheses.

이론/모형

This study uses a modification of the IS success model of DeLone and McLean (2003) to investigate the effects of the quality of the PMIS (i.e., the System Quality, Information Quality, and Service Quality), Users’ IT application Ability, and Extrinsic Motivation on User Satisfaction and Loyalty through an SEM analysis. The study also reflects the situation in the field by obtaining data from the users of the PMIS, which, in practice, is being operated in firms where different projects are being carried out simultaneously.

성능/효과

(2010) conducted a study based on an SEM analysis to identify the determinants of User Satisfaction and User Loyalty. This study enabled them to confirm that the confidence, Service Quality, and perceived values, such as functional and emotional value, have significant effects on User Satisfaction, which was found to have a significant effect on User Loyalty. Afsar et al.
(2002) carried out an SEM analysis based on an empirical investigation of the banking industry. The analysis enabled them to confirm that User Satisfaction and individual conversion cost serve as the main determinants that have significant positive effects on User Loyalty. Chang et al.
The result of verifying the hypotheses indicated that exogenous variables such as the PMIS quality, users’ ability to use IT applications, and their Extrinsic Motivation have positive, significant effects on User Satisfaction or loyalty although not all 11 hypotheses are adopted.
First, the System Quality exerts significant positive effects on both User Satisfaction and loyalty. This result shows that users found the PMIS easy to operate and found it convenient to execute and exchange complex tasks requiring data of the construction period and the project cost by simply inputting information.
Fourth, User Satisfaction has a significant positive effect on User Loyalty. Although not all of the forms of PMIS quality (i.
1) System Quality has the most significant effect on User Satisfaction and loyalty. 2) Users’ ability to use IT applications and their Extrinsic Motivation do not affect User Satisfaction, whereas both of these factors have a significant positive effect on User Loyalty.
and loyalty. 2) Users’ ability to use IT applications and their Extrinsic Motivation do not affect User Satisfaction, whereas both of these factors have a significant positive effect on User Loyalty. 3) User Satisfaction has a significant positive effect on User Loyalty.
2) Users’ ability to use IT applications and their Extrinsic Motivation do not affect User Satisfaction, whereas both of these factors have a significant positive effect on User Loyalty. 3) User Satisfaction has a significant positive effect on User Loyalty.
Extrinsic Motivation does not have a significant positive effect on User Satisfaction either because respondents filled in the questionnaires under circumstances where Extrinsic Motivation such as the establishment of a working environment and appropriate evaluation and compensation for system application was not regularly provided due to the characteristics of one-off construction project organization. Finally, not all the factors initially identified as being potentially capable of affecting PMIS users, namely System Quality, Information Quality, Service Quality, users’ IT application ability, and their Extrinsic Motivation were determined to have direct or indirect effects on both User Satisfaction and loyalty. However, System Quality was found to have a significant positive effect on both User Satisfaction and loyalty and User Loyalty is high as User Satisfaction is high.

후속연구

The result of this study can be used as baseline for developing and operating a PMIS that leads to higher User Loyalty. However, in this study the characteristics of users were generalized based on three user groups (clients, representatives on the client side, and contractors); therefore, further studies should be conducted to identify the effects of individual tendencies of each of these user groups on User Satisfaction and loyalty.

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