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Relating Cognitive Problem-Solving Style to User Resistance 195 H3(b): There is a negative association between the user’s R-score and his seven-point rating of the degree he can rely on the system’s output information The Roles of Age and Length of Service After examination of the study by Bruwer, beliefs were identified that older and/ or more experienced users in the organization will be most resistant to new computer systems. These beliefs infer the following hypotheses: H4(a): A user’s R-score for a given information system is positively associated with his age H4(b): A user’s R-score for a given information system is positively associated with his length of service in his organization H4(c): A user’s R-score for a given information system is positively associated with the absolute difference between his age and the analyst’s age H4(d): A user’s R-score for a given information system is positively associated with the absolute difference between his and the analyst’s length of service in the same organization THE RESEARCH METHODOLOGY AND DESIGN Ten organizations in the Cape Town and Johannesburg areas in South Africa participated. Within these organizations, 34 live (post-implementation) systems were randomly selected. These systems had all been in operation for between two and 26 months, and in each case, both a key analyst and key user could be identified. First the analyst was interviewed, since he could supply details of the user; most particularly, where the key user could be located. This information was recorded together with the analyst’s age and length of service. At the end of this interview, the KAI was administered to the analyst. Every effort was made to ensure that standard testing conditions prevailed during the administration of the KAI. Following this, the user was interviewed, whereupon a System Satisfaction Schedule (see Appendix) was completed. At the end of the interview, the KAI was administered to the user. The procedure and circumstances of the user interviews and KAI administration were similar to those described above for the analysts. Copyright © 2003, Idea Group Inc. Copying or distributing in print or electronic forms without written permission of Idea Group Inc. is prohibited.
196 Mullany and Lay Of significance is the question of whether or not complaints were distinguished in a consistent manner. With this in mind, notes were carefully taken at each interview of any unusual occurrences and responses, and how they were handled. Similar action was thus ensured where similar circumstances arose subsequently. For example, experience soon showed that responses to seven-point scales required special handling, because several of the respondents could not remember all the options at once. Even though the respondent was shown the form, he often required help in making his assessment. This assistance was given in the form of a two-tiered approach. First, the respondent was asked to make a crude assessment out of options 2, 4 and 6, and then he was asked to refine his choice by making a selection within one of his original choice. For example, if he first chose option 6, he would then be asked to make a final assessment out of 5, 6 or 7. The criticism that points of complaint were recorded to correlate with KAI scores and/or differences was counteracted in the research design as follows: the user R-score was measured close to the beginning of the interview, before the user’s KAI score was measured, and before it became possible to make a reliable guess of the user’s KAI score. Other questions on the System Satisfaction Schedule were not asked until after the R-score had been measured in the case of a user, once again to avoid guesses as to the user’s cognitive style. FINDINGS AND DISCUSSION In this study, thirty-four systems were researched, hence the data is divided into several univariate samples of thirty-four (that is, sample-size n = 34 in all cases). The levels of significance employed in this study were based on the opinions found in human science and statistical literature. These opinions are summarized in Table 1. Based on the opinions of respected experts as recorded in Table 1, the qualitative ratings listed in Table 2 were assumed for this study. The data was then stratified into those univariate samples identified in Table 3. The mean and standard deviation was calculated for each sample, which was then tested for goodness-of-fit to the normal distribution. The Randomness of the Data Samples The means for the analyst and user KAI score samples were respectively, 102.9 and 101.6, while their respective standard deviations are 12.55 and 14.09. Kirton’s British sample of KAI scores for 562 persons exhibited a normal distribution with mean 95 and standard deviation 18 (Kirton, 1987). In studies cited by Kirton, in which the KAI scores for various occupational groups were Copyright © 2003, Idea Group Inc. Copying or distributing in print or electronic forms without written permission of Idea Group Inc. is prohibited.
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Acquisition Editor: Mehdi Khosrow-P
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The Economic and Social Impacts of
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