A research on evaluating User satisfaction when applying the VANPRO software at the education and training of Dien Bien Province Student: Nguyen Van Doat Advisor: Dr Ming-Hsiung Hsiao Co-Advisor: Dr Nguyen Thi Ngoc Bich Management Information System Department August, 2012 07/20/15 OUTLINE I Introduction II Literature Review III Research Methods IV Concluding Remarks 07/20/15 I Introduction Research Background (1/6) 1.1 Planning in Vietnam 1.2 Planning education in Vietnam 1.3 Planning education in Dien Bien province 1.4 IT applications in the planning 07/20/15 I Introduction (Cont) Research Background (2/6) 1.1 Planning in Vietnam Work Plan in Vietnam has gone through many stages of change from the war period, the period of economic and social self-contained as far as Vietnam options open and integrated economy Each stage of Vietnam and is taking steps to farther innovation, farther improve planning in socio-economic development (Source: Page 44, Document philosophy from the University of National Economics Hanoi) 07/20/15 I Introduction (Cont) Research Background (3/6) 1.2 Planning education in Vietnam Planning education in Vietnam is also subject to periodic change the country's development Innovation management education is urgently required to improve the quality of management systems and ensure an effective use of resources for education In the process of innovation management and capacity, building in management education, an annual education plan and each stage is considered one of the important tools to help the Department of Education and training functional implementation of state management in education 07/20/15 I Introduction (Cont) Research Background (4/6) 1.3 Planning education in Dien Bien province The provincial People's Committee has asked the Department of Education and Training for innovation management in the direction of input from management to management by outputs It aims to ensure the achievement of the basic objectives of the industry and use educational resources for the most efficient way (Source: Directive 09/CT-UBND on 01/9/2008 of Dien Bien the provincial People's Committee) Achieving the educational objectives will depend significantly on the capacity for the Department of Education and Training, Department of Education and Training, the school units in the implementation of appropriate processes and tools to develop implementation of education policy 07/20/15 I Introduction (Cont) Research Background (5/6) Planning activities of Dienbien DoET Dienbien People's Committee Department of Finance DoET DPI BoET(S) Schools of DoET Schools of BoET 07/20/15 I Introduction (Cont) Research Background (6/6) 1.4 IT applications in the planning Application of information technology in data collection, analysis and assessment of the state of education is very important and necessary for planning If the state of education is appreciated, we will identify the objectives and targets of the plan At the same time, we will also have the solution, good for the development of education policy Therefore, in 2008 the Education and Training Ministry of Vietnam gave the provinces a tool to serve the educational planning That is VANPRO software 07/20/15 Research Motive I Introduction (Cont) On 16/4/2008, the Vietnamese MoET has officially written of 3222/BGDDTKHTC requested the provinces and cities directly under the Central Government shall apply VANPRO software to educational planning However, in the province of Dien Bien, many oppose the use of units VANPRO software Some units have complained about this software However, there are many units would love to use this software and they use very effectively MoET has a lot of effort, time and money to build this software If Dien Bien does not use this software, it would be a huge waste and a lot of influence on the accurate and timely work in educational planning User satisfaction for VANPRO software is an important factor affecting the success or failure of the implementation of this software Therefore, the need for a study to assess the factors that affects the "user satisfaction" from which to propose appropriate solutions for the successful deployment VANPRO software 07/20/15 I Introduction (Cont) Research purpose This research aimed to find out the factors effecting user satisfaction VANPRO software in educational planning Dien Bien province From there, make recommendations and propose solutions to edit, add, and update VANPRO software to improve the user satisfaction of this software 07/20/15 10 II Literature Review (Cont) IS success model The success model developed by DeLone and McLean provides a robust indicator of the success of information systems (DeLone & McLean, 1992) It was built on the work of Shannon and Weawer (1949) and Mason (1978), DeLone and McLean (1992) yielded six distinct aspects of information systems success: ‘System Quality’, ‘Information Quality’, ‘Use’, ‘User Satisfaction’, ‘Individual Impact’ and ‘Organizational Impact’ (see Figure below) 07/20/15 16 II Literature Review (Cont) IS success model (Cont) In 2003, DeLone and McLean introduced an update to their IS success model The main changes concerned quality, and service quality was included in the model They note “quality has the three major dimensions: information quality, systems quality and service quality” They also added ‘Intention to Use’ to the model, they removed ‘Individual Impact’ and ‘Organizational Impact’ and replaced them with ‘Net Benefits’; further, they added feedback loops to ‘Intention to Use’ and ‘User Satisfaction’ (see Figure below) 07/20/15 17 II Literature Review (Cont) System Quality System quality is concerned with weather there are bugs in the system, the consistency of user interface, ease of use, quality of documentation, and sometimes, quality and maintainability of program code (Seddon, 1997) System quality is measured by attributes such as ease of use, functionality, reliability, data quality, flexibility, and integration (DeLone and McLean, 2003) Information Quality Information quality refers to the quality of outputs the information system produces (DeLone and McLean, 1992), which can be as reports or online screens Huh et al (1990) define four dimensions of information quality: accuracy, completeness, consistency, and currency 07/20/15 18 II Literature Review (Cont) Service Quality The construct service quality has been the degree of discrepancy among customers’ normative expectations for service and their perceptions of service performance The seminal work on service quality is that of Parasuraman et al (1988), which culminated in the development of the SERVQUAL instrument Cronin and Taylor (1994) presented the SERVPERF instrument, which measures only customer perception of quality, as a sufficient measure of value 07/20/15 19 II Literature Review (Cont) In summary The purpose of the study, research and theoretical basis of this thesis are summarized above Along with reference to the results of some researches on evaluating User Satisfaction" has been published in scientific journals, newspapers of the authors This research is expected to use the "IS Success model" to evaluate user satisfaction When applying the VANPRO software at the education and training in Dien Bien Province 07/20/15 20 Research Model (1/2) III Research Methods DeLone and McLean (2003) have demonstrated: three key variables important "Service quality, Information quality and System quality" directly affect the "Intention to use - Use" Following that is "User satisfaction" They also pointed out that "Intent to use - Use" reserved "User satisfaction" Scope of this dissertation research focused only study the effects of three important variables is the "Service quality", "Information quality" and "System quality" how to influence the "User satisfaction" after they had "Use " the VANPRO software Therefore, from the DeLone model and McLean (2003) to build the research model for this topic as follows: 07/20/15 21 III Research Model (2/2)Research System quality Information Quality Methods (Cont) H1 H2 Use H4 User satisfaction H3 Service Quality 07/20/15 Research Hypotheses H1: The system quality has an effect on the use H2: The information quality has an effect on the use H3: The Service Quality has an effect on the use H4: The use effect on user satisfaction 22 III Research Methods (Cont) Measurement of Variables User Satisfaction System quality (SYQ) Comfort, acceptability Design, navigation, response time, security, availability, functionality Use Good/bad, wise/foolish, satisfactory/unsatisfactory, positive/negative, appealing/timid Measurement of Variables Information quality (INQ) Contents, completeness, detail, accuracy, timeliness, information reliability, format Service quality (SVQ) Responsiveness, credibility, assurance, empathy, follow-up service, competence 07/20/15 23 Data collection III Research Methods (Cont) • Research method: Quantitative • Sampling Methods: Random •Survey Methods: design and send questionnaire directly and by post There are 10 departments and 32 units of Dien Bien DoET (29 high schools, colleges), BoETs I will select 180 samples for research 30 samples of DoET, 96 samples of units of DoET, 54 samples of BoETs • Analyze data using SPSS 15.0 • Measurement Scale: 5-point Likert scale 07/20/15 24 IV Concluding Remarks (Cont) Expected Results and Contributions The results of this research are the factors evaluating user satisfaction for the VANPRO software at Dien Bien province The results of this research will be the evidence to Dien Bien Education and Training Department proposals to Viet Nam Education and Training Ministry for editing, adding and updating the VANPRO software So that, the upgrade software will improve the user satisfaction 07/20/15 25 IV Concluding Remarks (Cont) Current Progress and Following Schedule Currently, the basic outline of the thesis has been completed The contents of Chapter I, Chapter II and Chapter III has been written, but they have not been finalized Next, the thesis will be completed chapters I, II, III The questionnaire will be designed And then, the next part of the thesis will be completed with the help of my Advisor 07/20/15 26 IV Concluding Remarks (Cont) Current Progress and Following Schedule (Cont) Time Activities 2012/08 Study tour/Thesis Proposal Meeting 2012/10 Chapter completed 2012/11 Chapter completed 2012/12 Chapter completed 2013/01 Chapter completed 2013/01 Chapter completed 2013/02 Full thesis completed Application for thesis oral defense 2013/03 Oral defense/examination Thesis revised; Thesis finalized; Advisors’ review and; approval/disapproval of the finalized thesis 2013/04 Graduation procedure 07/20/15 27 Reference 1.Measuring Customer satisfaction, A review of approaches, Prepared for IDeA and LGA, 23rd March 2006; Customer satisfaction measurement in the private bank sector, European Journal of Operational Research 130 (2001) 347-360; Delone and McLean IS success model; ( http://www.fsc.yorku.ca/york/istheory/wiki/index.php/De lone_and_McLean_IS_success_model ); Developing and evaluating methods for user satisfaction measurement in France - Journal of Information Technology Management, Volume X, Numbers 3-4, 1999 07/20/15 28 Reference (Cont) How to measure customer satisfaction - A tool to improve the experience of customers, November 2007 ( http://www.ccas.min-financas.pt/documentacao/how-to-me asure-customer-satisfaction ) Measuringinformationsystemssuccess: models, dimensions, measures, and interrelationships - European Journal of Information Systems(2008)17,236–263 Reflecting with the Delone & MClean Model - Halonen, Raija, University of Oulu, raija.halonen@oulu.fi; Organizational impact of system quality, information quality, and service quality - Narasimhaiah Gorlaa, Toni M.Somersb, Betty Wongc 07/20/15 29 Thank you for your attention! 07/20/15 30 ... Quality 07/20/15 12 Keywords II Literature Review (Cont) User satisfaction VANPRO I research on evaluating User satisfaction When applying the VANPRO Software at the education and training of Dienbien... The software is designed to serve the educational requirements planning annual and five-year period of the school, the Education and Training, the Department of Education and Training This software. .. of management systems and ensure an effective use of resources for education In the process of innovation management and capacity, building in management education, an annual education plan and