Assessing and Improving User Satisfaction in Higher Education: A Role for Human Factors

Website is an important part of any organization namely in the government, business, health and education sectors. In the world of higher education, website can be used to disseminate information related to campus life as well as a medium for promoting the existence of the campus to the outside world. As a higher education institution, Polytechnic ATI Padang own a website which is used to display various information about campus academic activities. In its management, the level of user satisfaction of the website of Polytechnic ATI Padang has never been measured. The Webqual 4.0 method used in this study aims to measure the satisfaction of internal website users by looking at the dimensions of Usability, Information Quality, Interaction Quality and Customer Satisfaction. Measurements performed by using a questionnaire instrument with Likert scale then calculated with the help of SPSS software. The results obtained that the independent variables, namely Usability, Information Quality, Interaction Quality have an influence on the dependent variable Customer Satisfaction of 70.1% and there are still 29.9% of other independent variables that can affect the dependent variable Customer Satisfaction. Furthermore, based on the results of the calculation of the satisfaction level with Likert scale, it was found that the variables of Usability, Information Quality, Interaction Quality and Customer Satisfaction received a satisfied interpretation, so it can be concluded that the Polytechnic ATI Padang website provides good service to its users.

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Knowledge management systems: structural model of its success determinants in Latin America higher education institutions

Journal of Business ◽

10.21678/jb.2020.1483 ◽

2020 ◽

Vol 12 (2) ◽

pp. 30-51

Author(s):

Vidalina De Freitas ◽

Guillermo Yáber ◽

Carlos Zerpa

Keyword(s):

Higher Education ◽

Knowledge Management ◽

Service Quality ◽

User Satisfaction ◽

Structural Model ◽

Management Systems ◽

Knowledge Map ◽

System Quality ◽

Endogenous Variables ◽

Implementation Factors

This study proposes a structural model of the causal relationships that organizational, strategic, technological, and implementation factors have with knowledge management (KM) processes, as well as those between KM processes and the implementation factors for knowledge management systems (KMSs) at higher education institutions (HEIs) in Latin America. The exogenous variables are: culture of sharing, leadership, KM approach, knowledge map, information management strategy, and ICT. In turn, the endogenous variables are: KM processes, system quality, service quality, KMS use, and user satisfaction. A causal, explanatory, cross-sectional, and ex post facto multivariate study was carried out, using a hypothetical–deductive approach. The sample consisted of 374 individuals (academics, administrators, and researchers), belonging to 193 HEIs across 15 Latin American countries. The resulting model presents a partial fit to the data, confirming the explanatory relationships between 12 of the variables. Based on the results obtained from calculation of the direct and indirect effects observed for each of the endogenous variables of the model, the following goodness of fit indices were calculated: absolute (χ2 = 48.908, P-value= .059, PCMIN= 1.397, RMSEA= .075, FMIN= .689) and incremental (GFI= .894, IFI= .790). It is concluded that leadership, KM approach, knowledge map, and ICT positively influence KM processes; KM processes have a causal relationship with system quality and service quality; and system quality and service quality have an influence on KMS use and user satisfaction.

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Human Factors in Cybersecurity – Perspectives from Industries

Proceedings of the Human Factors and Ergonomics Society Annual Meeting ◽

10.1177/1541931218621032 ◽

2018 ◽

Vol 62 (1) ◽

pp. 139-143 ◽

Cited By ~ 1

Author(s):

Nathan Lau ◽

Robert Pastel ◽

Melissa R Chapman ◽

Jennifer Minarik ◽

Jonathan Petit ◽

...

Keyword(s):

Higher Education ◽

Human Factors ◽

Lessons Learned ◽

Security Challenge ◽

Level Of Effort ◽

Human Factors Research

Today, cybersecurity is impacting every individual and industry, but the level of effort from the human factors community seems negligible compared to the magnitude of the current security challenge. This panel invites professionals in the healthcare, computer and network, higher education, and automotive industries to share experiences, lessons learned and solutions. The panel characterizes the security landscape in different industries and facilitate discussion on human factors research and applications to address the formidable security challenge.

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A Set of Usability Heuristics and Design Recommendations for Higher Education Institutions' Websites

International Journal of Information System Modeling and Design ◽

10.4018/ijismd.2020010104 ◽

2020 ◽

Vol 11 (1) ◽

pp. 58-73

Author(s):

Bhim Sain Singla ◽

Himanshu Aggarwal

Keyword(s):

Higher Education ◽

User Satisfaction ◽

Higher Education Institutions ◽

Education Institution ◽

Information Architecture ◽

Recent Past ◽

Design Quality ◽

Content Quality ◽

Intention To Revisit ◽

Practical Implications

Usability evaluation of a website is a key element in identifying the areas where the end-users might experience problems while interacting with it. The usability parameter has a great impact on the performance of a website, an organization's image, user satisfaction, and their intention to revisit the site. In the recent past, there has been a tremendous increase in the use of websites for seeking requisite information about admission to various courses offered by higher education institutions. There has been a lack of an effective and efficient set of heuristics that can be used to evaluate the usability of these education institution websites. The present study differs from earlier studies by providing a new set of 43 usability heuristics and categorizing them into eight distinct factors on the basis of their empirical validation. These eight identified factors exhibit strong psychometric properties and are ease of navigation, design quality, information architecture, credibility, functionality quality, content quality, simplicity, and learnability. The findings of this study are highly useful for the website designers and evaluators of higher education institutions' websites, who are concerned with evaluating and improving the usability of these websites. The findings of this study have theoretical as well as practical implications.

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Human factor and information security in higher education

Journal of Systems and Information Technology ◽

10.1108/jsit-01-2014-0007 ◽

2014 ◽

Vol 16 (3) ◽

pp. 210-221 ◽

Cited By ~ 10

Author(s):

Efthymia Metalidou ◽

Catherine Marinagi ◽

Panagiotis Trivellas ◽

Niclas Eberhagen ◽

Georgios Giannakopoulos ◽

...

Keyword(s):

Higher Education ◽

Information Security ◽

Computer Security ◽

Human Factors ◽

Pearson Correlation ◽

Field Research ◽

Content Type ◽

Relationship Of ◽

The Relationship ◽

Positive Effect

Purpose – The purpose of this paper is to investigate the association of lack of awareness and human factors and the association of lack of awareness and significant attacks that threat computer security in higher education. Design/methodology/approach – Five human factors and nine attacks are considered to investigate their relationship. A field research is conducted on Greek employees in higher education to identify the human factors that affect information security. The sample is consisted of 103 employees that use computers at work. Pearson correlation analysis between lack of awareness and nine (9) computer security risks is performed. Findings – Examining the association of lack of awareness with these attacks that threat the security of computers, all nine factors of important attacks exert significant and positive effect, apart from phishing. Considering the relationship of lack of awareness to human factors, all five human factors used are significantly and positively correlated with lack of awareness. Moreover, all nine important attacks, apart from one, exert a significant and positive effect. Research limitations/implications – The paper extends understanding of the relationship of the human factors, the lack of awareness and information security. The study has focused on employees of the Technological Educational Institute (TEI) of Athens, namely, teachers, administrators and working post-graduate students. Originality/value – The paper has used weighted factors based on data collection in higher education to calculate a global index for lack of awareness, as the result of the weighted aggregation of nine (9) risks, and extends the analysis performed in the literature to evaluate the effectiveness of security awareness in computer risk management.

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Current Challenges and Opportunities for Better Integration of Human Factors Research with Development of Clinical Information Systems

Yearbook of Medical Informatics ◽

10.1055/s-0038-1638638 ◽

2009 ◽

Vol 18 (01) ◽

pp. 48-58 ◽

Cited By ~ 34

Author(s):

J. J. Saleem ◽

A. L. Russ ◽

P. Sanderson ◽

T. R. Johnson ◽

J. Zhang ◽

...

Keyword(s):

Information Systems ◽

Human Factors ◽

User Satisfaction ◽

Clinical Decision Making ◽

Clinical Information System ◽

Healthcare Delivery ◽

Clinical Information ◽

Lessons Learned ◽

Clinical Information Systems ◽

Human Factors Research

Summary Objectives Clinical information system (CIS) developers and implementers have begun to look to other scientific disciplines for new methods, tools, and techniques to help them better understand clinicians and their organizational structures, clinical work environments, capabilities of clinical information and communications technology, and the way these structures and processes interact. The goal of this article is to help CIS researchers, developers, implementers, and evaluators better understand the methods, tools, techniques, and literature of the field of human factors. Methods We developed a framework that explains how six key human factors topics relate to the design, implementation, and evaluation of CISs. Results Using this framework we discuss the following six topics: 1) informatics and patient safety; 2) user interface design and evaluation; 3) workflow and task analysis; 4) clinical decision making and decision support; 5) distributed cognition; and 6) mental workload and situation awareness. Conclusions Integrating the methods, tools, and lessons learned from each of these six areas of human factors research early in CIS design and incorporating them iteratively during development can improve user performance, user satisfaction, and integration into clinical workflow. Ultimately, this approach will improve clinical information systems and healthcare delivery.

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Flight Stations and Offices of the Future: How Similar Will They be?

Proceedings of the Human Factors Society Annual Meeting ◽

10.1177/154193128302700124 ◽

1983 ◽

Vol 27 (1) ◽

pp. 85-88

Author(s):

Raymond L. Wasson

Keyword(s):

Human Factors ◽

Computer Technology ◽

User Satisfaction ◽

Work Environments ◽

Office Worker ◽

Improve Performance ◽

Major Task ◽

The Future

Information creation and management are starting to become the major task elements for both the office worker and the pilot. The computer technology which is enabling this will not only improve performance but will lead to greater user satisfaction. Research has been ongoing in both of these work environments. Human factors personnel engaged in either area can benefit from an increased sharing of their respective achievements.

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Testing and Validating DeLone and MacLean IS Model: ERP System Success in Higher Education Institutions of Pakistan

Engineering, Technology & Applied Science Research ◽

10.48084/etasr.3762 ◽

2020 ◽

Vol 10 (5) ◽

pp. 6242-6248

Author(s):

Z. H. Khand ◽

M. R. Kalhoro

Keyword(s):

Higher Education ◽

Service Quality ◽

User Satisfaction ◽

Information Quality ◽

Quality System ◽

Equation Modeling ◽

System Quality ◽

Erp Systems ◽

Delone And Mclean ◽

The Impact

The universities in Pakistan have recently started replacing their old legacy systems with ERP systems which are commonly used in business organizations to gain a competitive edge over competitors. The Higher Education Commission (HEC) has implemented ERPs systems at eight different Universities in Pakistan. HEC has invested a huge amount of money to facilitate the integration, customization, and implementation of ERP systems in these universities. Previous studies have mainly focused on Critical Success Factors (CSFs) and risk factors of ERP systems. This study intends to empirically measure the support of ERP systems in teaching processes. DeLone and McLean model of Information Systems (IS) success is one of the most commonly used models cited in IS literature. In this study, the DeLone and McLean model was applied at a University level analysis to access the impact of ERP in higher educational institutions and their support in the improvement of academic processes. Hypotheses were tested on the research model using empirical data collected from 230 respondents, including students and faculty at two selected universities, with the use of a questionnaire. The data were analyzed by structural equation modeling. The model was empirically tested and the findings showed that use and user satisfaction affected most net benefits. Information quality, system quality, and service quality accounted for 42.6% effect in use. Whereas, information quality, system quality, service quality, and use accounted for 46.5% variance in user satisfaction.

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The Exposure of Undergraduate Students to Human Factors/Ergonomics Instruction

Proceedings of the Human Factors and Ergonomics Society Annual Meeting ◽

10.1177/1071181397041001103 ◽

1997 ◽

Vol 41 (1) ◽

pp. 470-473 ◽

Cited By ~ 4

Author(s):

David W. Martin ◽

Michael S. Wogalter

Keyword(s):

Higher Education ◽

Human Factors ◽

Undergraduate Students ◽

Liberal Arts ◽

Liberal Arts Colleges ◽

Research Institutions ◽

Universities And Colleges ◽

Human Factors And Ergonomics ◽

Doctoral Institutions ◽

The U.S

The present study examined the availability of human factors/ergonomics courses to students in the U.S. Fifty schools were selected randomly from each of four categories of universities and colleges (Research I and II, Doctoral I and II, Masters I and II, and Baccalaureate/Liberal Arts I and II). Only one human factors/ergonomics (HFE) course was found in the sample of liberal arts colleges and only 10% of the master's universities had such a course. Of the doctoral institutions 62% had no HFE courses and 44% of the research institutions had no HFE courses. The possible reasons for these results are discussed as well as some possible actions that might be taken within the context of the Human Factors and Ergonomics Society's strategic plan to ameliorate this problem and expose students in higher education environments to the field, not only for the students' benefit but also for the discipline.

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