ABSTRACT
In this paper, three dimensions are conceptualized to represent elements of mobile business service experience. By combining these perspectives, namely usability, mobile working context and mobile work productivity, we aim to understand the nature of mobile work and how mobile business services could support users in this context. A questionnaire, MoBiS-Q, for measuring these dimensions has been developed and tested in three pilot studies during real service development processes. Iterative item generation and refinement were conducted through examination of the literature, interviews and pre-testing. MoBiS-Q is a multidisciplinary tool that provides a basis for joint development between relevant parties and departments in an organization, including user representatives, sales, marketing, product management, technology, and usability.
- Barnard, L., Yi, J., Jacko, J., and Sears, A. 2007. Capturing the effects of context on human performance in mobile computing systems. Personal and Ubiquitous Computing, 11, 2, 81--96. Google ScholarDigital Library
- Brooke, J. SUS - A quick and dirty usability scale. Available online at http://www.usability.serco.com/trump/documents/Suschapt.doc.Google Scholar
- Card, Stuart K., MacKinlay, J. and Schneiderman, B. 1999. Information Visualization: Using vision to think. Academic press. Google ScholarDigital Library
- Chin, J. P., Diehl, V. A., and Norman, K. L. 1988. Development of an instrument measuring user satisfaction of the human computer interface. Proceedings of CHI'88, 213--218. Google ScholarDigital Library
- Corso, M., Giacobbe, A., Martini, A., and Pellegrini, L. 2006. What Knowledge Management for Mobile Workers? Knowledge and Process Management, 13, 3, 206--217.Google ScholarCross Ref
- Davis, F. D. 1989. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, September, 318--340.Google Scholar
- Delone, W. H., and McLean, E. R. 1992. Information systems success: The quest for the dependent variable. Information Systems Research, 3, 60--95.Google ScholarDigital Library
- DeLone, W. H., and McLean, E. R. 2003. The DeLone and McLean Model of Information Systems Success: A Ten-Year Update. Journal of Management Information Systems, 19, 4, 9--30. Google ScholarCross Ref
- DeVellis, R. F. 2003. Scale Development - Theory and Applications. 2nd edition. Sage Publications.Google Scholar
- Dix, A., Rodden, T., Davies, N., Trevor, J., Friday, A., and Plafreyman, K. 2000. Exploiting Space and Location as a Design Framework for Interactive Mobile Systems. ACM Transactions on Computer-Human Interaction, 7, 3, 285--321. Google ScholarDigital Library
- Evans, N. D. 2002. Business Agility - Strategies for Gaining Competitive Advantage through Mobile Business Solutions. Upper Saddle River (N.J.): Prentice Hall. Google ScholarDigital Library
- Forlizzi J., and Battarbee K. 2004. Aesthetics, ephemerality and experience: Understanding experience in interactive systems. In proceedings of Designing interactive systems: processes, practices, methods, and techniques, ACM Press, 261--268. Google ScholarDigital Library
- Gebauer, J., and Shaw, M. J. 2004. Success Factors and Impacts of Mobile Business Applications: Results from a Mobile e-Procurement Study. International Journal of Electronic Commerce, 8, 3, 19--41. Google ScholarDigital Library
- Gebauer, J., and Tang, Y. 2007. Applying the Theory of Task-Technology Fit to Mobile Information Systems: The Role of User Mobility. Proceedings of the International Conference on Mobile Business. Google ScholarDigital Library
- Goodhue, D. L., and Thompson, R. L. 1995. Task-technology fit and individual performance. MIS Quarterly, 19, 213--236. Google ScholarDigital Library
- Gorlenko, L. and Merrick, R. 2003. No wires attached: Usability challenges in the connected mobile world, IBM Systems Journal archive, 42, 4, 639--651 Google ScholarDigital Library
- Ioimo, R. E. and Aronson, J. E. 2004. Police field mobile computing: Applying the theory of task-technology fit. Police Quarterly, 7, 4, 403--428.Google ScholarCross Ref
- ISO 9241--11. Ergonomic requirements for office work with visual display terminals -- part 11: guidance on usability (ISO/IEC 9421-11: 1998).Google Scholar
- Kaasinen, E. 2005. User Acceptance of Mobile Services - Value, Ease of Use, Trust and Ease of Adoption. VTT Information Technology, Helsinki.Google Scholar
- Kakihara, M., Sorensen, C. 2004. Practicing Mobile Professional Work. Tales of Locational, Operational and Interactional Mobility. INOFO: The Journal of Policy, Regulation and Strategy for Telecommuniacation, Information and Media, 6, 3, 180--187.Google Scholar
- Kalakota, R., and Robinson, M. 2001. M-Business -- The Race to Mobility. McGraw-Hill. Google ScholarDigital Library
- Karahanna, E., Agarwal, R., and Angst C. 2006. Reconceptualizing Compatibility Beliefs in Technology Acceptance. MIS Quarterly, 30, 4, 781--804. Google ScholarDigital Library
- Kautonen, M, Schienstock, G. and Tiainen, M. 1999. Knowledge-Intensive Business Services -- Their Role and Development in the Tampere Urban region. In: Schienstock, Gerd and Kuusi, Osmo (eds.): Transformation towards a Learning Economy. The Challenge for the Finnish Innovation System. Finnish National Fund for Research and Development. Helsinki.Google Scholar
- Kemppilä, S. and Lönnqvist, A. 2003. Subjective Productivity Measurement. The Journal of American Academy of Business, 2, 2, 531--537.Google Scholar
- Kim, H-W., Chan, H. C., and Gupta, S. 2007. Value-based Adoption of Mobile Internet: An empirical investigation. Decision Support Systems, 43, 111--126. Google ScholarDigital Library
- Kirakowski, J., & Cierlik, B. 1998. Measuring the usability of web sites. In Proceeding of Human Factors and Ergonomics Society 42nd Annual Meeting, Santa Monica, CA.Google ScholarCross Ref
- Larman, G. 2004. Agile & iterative development - A manager's guide. Addison Wesley. Google ScholarDigital Library
- Lee, C-C., Cheng, H. K., and Cheng, H-H. 2007. An empirical study of mobile commerce in insurance industry: Task-technology fit and individual differences. Decision Support Systems, 43, 95--110. Google ScholarDigital Library
- Lewis, J. R. 1995. IBM Computer usability satisfaction questionnaires: psychometric evaluation and instructions of use. International Journal of Human-Computer Interaction, 7, 1, 57--78. Google ScholarDigital Library
- Markova, M., Aula, A., Kulju, M., Vainio, T. and Wigelius, H. 2007. MoBiS-Q - A tool for evaluating the success of mobile business services. In Proceedings of MobileHCI 2007, 238--245. Google ScholarDigital Library
- Markova, M., Aula, A., Lönnqvist, A. and Wigelius, H. 2008. Identifying and measuring the success factors of mobile business services, International Journal of Knowledge Management Studies, 2, 1, 49--63.Google ScholarCross Ref
- Nielsen, J. 1993. Usability engineering. Academic Press Inc., Boston. Google ScholarDigital Library
- Oinas-Kukkonen, H. and Kurkela, V. 2003. Developing Successful Mobile Applications. International Conference on Computer Science and Technology (IASTED), 50--54.Google Scholar
- Perry, M., O'Hara, K., Sellen, A., Brown, B., & Harper, R. 2001. Dealing with Mobility: Understanding Access Anytime, Anywhere. ACM Transactions on Computer-Human Interaction, 8, 4, 323--347. Google ScholarDigital Library
- Rangone, A., and Renga, F. 2006. B2e mobile internet: an exploratory study of Italian applications. Business Process Management Journal, 12, 3, 330--343.Google ScholarCross Ref
- Rhyne, T.-M. 2005. Visualization viewpoints. http://ieeexplore.ieee.org/iel5/38/35448/01683688.pdf?tp=&isnumber=&arnumber=1683688.Google Scholar
- Roto, V. 2006. Web Browsing on Mobile Phones Characteristics of User Experience. Doctoral dissertation, TKK Dissertations 49, Helsinki University of Technology, Finland.Google Scholar
- Rosenbauhm S., Rohn J. A. and Humburg J. 2000. A Toolkit for Strategic Usability: Results from Workshops, Panels & Surveys. CHI 2000 Proceedings. ACM, Inc. Google ScholarDigital Library
- Ryu, Y. S., and Smith-Jackon, T. L. 2006. Reliability and Validity of the Mobile Phone Usability Questionnaire (MPUQ). Journal of Usability Studies, 2, 1, 39--53.Google ScholarDigital Library
- Saint-Onge, H. and Wallace, D. 2003. Leveraging Communities of Practice for Strategic Advantage. Butterworth & Heineman.Google Scholar
- Sasse, M. A., Flechais I. 2005. Usable security. In: Cranor F. and Garfinkel S. Designing secure systems that people can use. O'Reilly.Google Scholar
- Savio, N. and Braiterman, J. 2007. Design Sketch: The Context of Mobile Interaction. In Proceedings of MobileHCI 2007, 284--286.Google Scholar
- Schonberg, E., Cofino, T., Hoch, R., Podlaseck, M., and Spraragen. N, S. L., 2000, Measuring success. Commun. ACM, 43, 53--57. Google ScholarDigital Library
- Sheng, H., Nah, F. F., and Siau, K. 2005. Strategic implications of mobile technology: A case study using Value-Focused Thinking. Journal of Strategic Information Systems, 14, 269--290.Google ScholarCross Ref
- Siirtola H. and Mäkinen, E. 2005. Constructing and reconstructing the reorderable matrix. Information Visualization 4, 1, 32--48. Google ScholarDigital Library
- Software Usability Measurement Inventory. Information on line at http://www.ucc.ie/hfrg/questionnaires/sumi/.Google Scholar
- Verburg, R. M., Testa, S., Hyrkkänen, U. and Johansson, N. 2006. Case descriptions of mobile virtual work in practice. In Andriessen, J. H. E. and Vartiainen, M. (Eds.) Mobile virtual work, Springer, Heidelberg, 267--288.Google Scholar
- Wu, J-H., Wang, S-C. 2005. What drives mobile commerce? An empirical evaluation of the revised technology acceptance model. Information & Management, 42, 719--729. Google ScholarDigital Library
- York, J., Pendharkar, P. C. 2004. Human-computer interaction issues for mobile computing in a variable work context. International Journal of Human-Computer Studies, 60, 5--6, 771--797.Google ScholarCross Ref
- Yuan, Y., Zheng, W. 2006. The fit between Mobile Task and Mobile Work Support: A Theoretical Framework. Proceedings of the International Conference on Mobile Business. Google ScholarDigital Library
- Zhang, D., Adipat, B. 2005. Challenges, Methodologies, and Issues in the Usability Testing of Mobile Applications. International Journal of Human-Computer Interaction, 18, 3, 293--308.Google ScholarCross Ref
Index Terms
- Developing a questionnaire for measuring mobile business service experience
Recommendations
MoBiS-Q: a tool for evaluating the success of mobile business services
MobileHCI '07: Proceedings of the 9th international conference on Human computer interaction with mobile devices and servicesCompanies deploy mobile business services to enable efficient work processes and gain increases in productivity. However, the success of the services in fulfilling these goals depends on several factors from the usability of the service to its success ...
Reliability and validity of the mobile phone usability questionnaire (MPUQ)
This study was a follow-up to determine the psychometric quality of the usability questionnaire items derived from a previous study (Ryu and Smith-Jackson, 2005), and to find a subset of items that represents a higher measure of reliability and ...
Mobile Phone Usability Questionnaire (MPUQ) and Automated Usability Evaluation
Proceedings of the 13th International Conference on Human-Computer Interaction. Part I: New TrendsThe mobile phone has become one of the most popular products amongst today's consumers. The Mobile Phone Usability Questionnaire (MPUQ) was developed to provide an effective subjective usability measurement tool, tailored specifically to the mobile ...
Comments