||User Satisfaction with Decision Making Process and Outcome: An Empirical Study among Electronic Meeting Systems
||User Satisfaction with Decision Making Process and Outcome: An Empirical Study among Electronic Meeting Systems
||Institute of International Management (IIMBA--Master)
Computer mediated communication
Group decision support systems
Decision support systems
Electronic meeting systems
Today’s organizations are becoming more and more complex and the complexity of organization’s resource management makes it difficult for individual organizations to deal effectively with decision making. There is a need to develop a collaborative approach that can facilitate strategic decision making and improve the effectiveness and efficiency of resource management. The complex environmental and organizational pressures lead to business teams distributed along the dimension of space, time and computing. Distributed teams often need to collaborate to solve complex problem together. Much needed as well is integrating into this collaborative decision-making process a computer-based GDSS to support and facilitate strategic decision making.
This thesis has addressed the following research issues: (1) Can technology help improve organizations’ decision making? (2) Can type of task influence on group decision making performance? (3) Can location of meeting and synchronicity effect to the group meeting performance?
The objective of this thesis include: (1) To determine the influences of task type on different meeting styles and technology. (2) To evaluate the effect of meeting location on organizations’ decision making. (3) To determine the effect of synchronicity on organizations’ decision making. (4) To compare the effectiveness of various communication technology such as chat room, discussion forum and GDSS systems
Through addressing the above research objectives, this thesis has made a number of findings. Results show a direct effect of synchronicity on satisfaction with the process and outcome, which confirm media synchronicity theory. Most interestingly the interaction effects of the four independent variables are significant and show that participants most satisfaction in simple task using with synchronous CMC technology at the same place.
TABLE OF CONTENTS IV
LIST OF TABLES VII
LIST OF FIGURES IX
CHAPTER ONE INTRODUCTION 1
1.1 Research Background and Motivation 1
1.2 Research Objectives and Contribution 4
1.3 Research Procedure 5
1.4 The Structure of this Study 6
CHAPTER TWO LITERATURE REVIEW 8
2.1 Group Decision Support Systems 8
2.2 Computer-Mediated Communication Systems 11
2.3 Group Task Type 13
2.4 Proximity 16
2.5 Media Synchronicity Theory 18
2.6 Effectiveness of Group Decision Making 21
2.7 Hypothesis Development 21
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 27
3.1 Research Design 27
3.2 Dependent Variables 28
3.2.1 Satisfaction 28
3.2.2 Level of Technology Experience 30
3.3 Participants 30
3.4 The Experimental Task 30
3.4.1 Simple Tasks 30
3.4.2 Decision Tasks 31
3.5 The Systems 32
3.5.1 The GDSS 32
3.5.2 Computer-Mediated Communication 33
3.6 Experimental Procedure 33
3.7 Data Analysis Procedure 36
3.7.1 Descriptive Statistic Analysis 36
3.7.2 Internal Consistency Analysis (Cronbach’s Alpha) 36
3.7.3 MANOVA 36
CHAPTER FOUR RESEARCH RESULTS 38
4.1 Introduction 38
4.2 Experiment 38
4.2.1 Data Collection 38
4.2.2 Characteristics of Respondents 39
4.2.3 Measurement Results for Relevant Research Variables 40
4.2.4 Distribution of Scores 41
4.3 Reliability Tests 42
4.3.1 Satisfaction with Decision Making Process 42
4.3.2 Satisfaction with Decision Outcome 44
4.4 Findings: Research Hypothesis 45
4.4.1 The Effect of Synchronicity and Meeting Locations 45
4.4.2 The Effect of Synchronicity and Technology 48
4.4.3 The Effect of Place, Synchronicity, Technology and Task 50
CHAPTER FIVE CONCLUSIONS AND SUGGESTIONS 55
5.1 Discussion and Conclusions 55
5.1.1 The Effect of Synchronicity and Meeting Place arrangement 57
5.1.2 The Effect of Synchronicity and Technology 57
5.1.3 The Effect of Place, Synchronicity, Technology and Task 58
5.2 Limitations and Direction of Future Research 59
APPENDIX Questionnaire for Experiment 67
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