University of Canberra. This thesis is available in print format from the University of Canberra Library.

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1 University of Canberra This thesis is available in print format from the University of Canberra Library. If you are the author of this thesis and wish to have the whole thesis loaded here, please contact the University of Canberra Library at Your thesis will then be available on the www providing greater access.

2 Technology Acceptance in Modern Organisations: The Role of Past Behaviour and Perceived Behavioural Control. NICOLE ZAMBELLI Supervisors: Dr. Marie Carroll Dr. Patricia Brown Submitted as fulfilment of The Masters of Applied Science (Research) at The University of Canberra Submitted: February 2001

3 IV ACKNOWLEDGMENTS The list of people whose love, support and guidance has enabled me to survive the last 3 years and remain (relatively) sane is long and (I think) distinguished. It is always risky to directly acknowledge people by name and at the risk of leaving someone out, the following people deserve special mention (in no particular order): ; * Dr. Patricia Brown (University of Canberra) - for agreeing to take over supervision of this thesis in the later stages of production and for making great efforts to understand what it is that I was on about. Your understanding and perspective has greatly contributed to the standard of the final edition. < Dr. Marie Carroll (University of Canberra) - for taking over supervision of this thesis in the even later stages of production. Thank you. <» Dr. Ron Henderson - without whose guidance and knowledge of the TAM this study would never have been conceptualised. Bet you're glad to see it completed too! * My Family - you've watched me slog this out over the last 3 years. What can I say but "I've made it!". * Nicole Pearson - my cherished flatmate. You been there through the high's and low's of this thesis campaign and though at times I'm sure you've wished to throttle me with it have remained supportive to the end. Thank you. * 'The Group' - you know who you are. Thank you for maintaining the balance in my life and helping me to keep things in perspective. Here's to more free time to party! * Toby Keene and Derek Bopping - two finer work colleagues one could not hope for. Thank you for listening to me whine, taking absolutely no notice and continuing to challenge me. * Thanks are also due to the Organisational Change Group of the Defence Science and Technology Organisation and the Australian Defence Organisation for the provision of the resources that enabled the data collection, data analysis and preparation of this thesis. And to all those other people who I have ever 'chewed the fat' with regarding technology acceptance, thank you for your views and insights. Now I guess it's on to the next chapter of my life. Onwards and upwards! : - Nicole

4 11 ABSTRACT New information systems will only improve organisational performance if they are accepted and used to their full capacity. It is therefore important to be able to understand, explain and predict the factors affecting technology acceptance. One model which has been successful at this is the Technology Acceptance Model (TAM; Davis, 1986). This study tests an extension of the TAM in a mandatory usage environment. The extended TAM proposed here incorporates two new independent measures; past behaviour and perceived behavioural control. Participants were 285 members of an Australian Government Department who had been using a new information system for approximately 4 months. Usage of the system was mandated in organisational policy and there were no alternative systems or processes available to participants to complete their job requirements. Results indicate that when information system usage is mandatory (or nonvolitional) perceived behavioural control significantly increases the ability of the extended TAM to predict system acceptance behaviour. Furthermore, self-reports of system usage were not related to the participants intention to use the system and user satisfaction was the only dependent variable accurately predicted by the model. Past behaviour did not predict either behavioural intention or behaviour in this study. The implications of these findings for technology acceptance in modern organisations and areas for future research are discussed.

5 Contents 1. INTRODUCTION Background to Problem Theory of Reasoned Action Introduction to the Theory of Reasoned Action Applications of the Theory of Reasoned Action Criticisms and Modifications of the Theory of Reasoned Action Theory of Planned Behaviour Introduction to the Theory of Planned Behaviour Empirical Tests of the Theory of Planned Behaviour Criticisms of the Theory of Planned Behaviour Technology Acceptance Model Introduction to the Technology Acceptance Model Specification of the Technology Acceptance Model Empirical Support for the Technology Acceptance Model Modifications to the Technology Acceptance Model Limitations of the Technology Acceptance Model The Current Study PILOT STUDY Method Participants Measures Procedure Results Descriptive Statistics Testing the Role of Past Behaviour in the Extended Technology Acceptance Model Testing the Role of Perceived Behavioural Control in the Extended Technology Acceptance Model Testing the Predictive Power of the Extended Technology Acceptance Model Discussion Testing the Reliability of the Measures Used Testing the Technology Acceptance Model Testing the Extended Technology Acceptance Model General Discussion METHOD Participants Measures Procedure

6 4. RESULTS Descriptive Statistics Testing the Role of Past Behaviour in the Extended Technology Acceptance Model Testing the Role of Perceived Behavioural Control in the Extended Technology Acceptance Model Testing the Predictive Power of the Extended Technology Acceptance Model DISCUSSION Testing the Technology Acceptance Model Testing the Extended Technology Acceptance Model Testing the Predictive Power of the Extended Technology Acceptance Model General Discussion Limitations of the Current Research Suggestions for Future Research REFERENCES : APPENDIX A - PILOT STUDY QUESTIONNAIRE APPENDIX B - MAIN STUDY QUESTIONNAIRE 112 2

7 List of Figures Figure 1-1 The Theory of Reasoned Action (Fishbein & Ajzen, 1975) 9 Figure 1-2 The Bentler and Speckart(1979) Modification 14 Figure 1-3 The Theory of Planned Behaviour (Ajzen, 1985) 17 Figure 1-4 The Technology Acceptance Model (Davis, 1986) 22 Figure 1-5 Revised TAM (Davis, et. al. (1989) 28 Figure 1-6 Extended TAM tested in the Current Study 47 Figure 2-1 Mediational Model (Baron & Kenny, 1986) 59 List of Tables Table 2-1 Descriptive Statistics.Correlation Matrix and Cronbach Alphas 57 Table 2-2 Testing Perceived Fun as a mediating variable in the Past Behaviour Fun, Behavioural Intention Relationship 60 Table 2-3 Results of regression for TAM variables plus Perceived Behavioural Control on Behavioural Intention 62 Table 2-4 Results for regression analysis for TAM variable plus Past Behaviour on Behavioural Intention 63 Table 2-5 Results of regression analysis of Extended TAM variables on Usage Frequency '. 64 Table 2-6 Results of regression analysis of Extended TAM variables on Usage Duration 65 Table 2-7 Results of regression analysis of Extended TAM variables on End User Satisfaction 65 Table 2-8 Hypotheses tested in the current study 66 Table 4-1 Descriptive Statistics, Correlation Matrix and Cronbach Alphas 77 Table 4-2 Testing Behavioural Intention as a mediating variable in the Perceived Behavioural Control, User Satisfaction relationship 80 Table 4-3 Results of regression analysis of TAM variables plus Perceived Behavioural Control on Behavioural Intention 81 Table 4-4 Results of regression analysis of TAM variables plus Past Behaviour on Behavioural Intention 82 Table 4-5 Results of regression analysis of Extended TAM variables on Usage Frequency 83 Table 4-6 Results of regression analysis of Extended TAM variables on Usage Duration 84 Table 4-7 Results of regression analysis of Extended TAM variables on End User Satisfaction 85 Table 5-1 Hypotheses tested in the current study 86