research-article

MoBiS-Q: a tool for evaluating the success of mobile business services

Authors:

Minna KuljuAuthors Info & Claims

MobileHCI '07: Proceedings of the 9th international conference on Human computer interaction with mobile devices and services

Pages 238 - 245

https://doi.org/10.1145/1377999.1378013

Published: 09 September 2007 Publication History

Abstract

Companies 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 in supporting the business processes of the companies. This paper reviews existing measures for the usability of services and measures for evaluating the effects of mobile business services on the productivity of the company. We discuss the usefulness of the existing measures in the mobile business context, where both mobility and work-context pose specific demands for the services. The review showed that existing measures rarely consider the great contextual variation caused by mobility of the services and the demands this poses on usability; which, in turn, affects productivity. To build a measurement tool that better meets the requirements of mobile business services, we completed case studies on two mobile business services, one used in passenger transport and the other in construction sites. Based on the understanding gained from the case studies, we propose a list of themes addressing both usability and productivity measures that work as the basis for a multidisciplinary measurement tool, MoBiS-Q.

References

[1]

Alahuhta, P., Ahola, J. and Hakala, H. Mobilizing Business Applications -- A survey about the opportunities and challenges of mobile business applications and services in Finland. Technology Review 167/2005. Tekes, Helsinki, 2005.

[2]

Brooke, J. SUS -- A quick and dirty usability scale. Available online at http://www.usability.serco.com/trump/documents/Suschapt.doc.

[3]

Brynjolfsson, E. & Hitt, L. Beyond the productivity paradox. Communications of the ACM, 41, 8 (1998), 49--55.

Digital Library

[4]

Brynjolfsson, E. & Hitt, L. Paradox Lost? Firm-level Evidence on the Returns to Information Systems Spending. Management Science, 42, 4 (1996), 541--558.

Digital Library

[5]

Brynjolfsson, E. The Productivity Paradox of Information Technology. Communications of the ACM, 36, 12 (1993), 67--77.

Digital Library

[6]

Chen, M., Zhang, D., & Zhou, L. Providing web services to mobile users: the architecture design of an m-service portal. International Journal of Mobile Communications, 3, 1, (2005), 1--18.

Digital Library

[7]

Chin, J. P., Diehl, V. A., & Norman, K. L. Development of an instrument measuring user satisfaction of the human computer interface. Proceedings of CHI'88, (1988), 213--218.

Digital Library

[8]

Davis, F. D. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, September (1989), 318--340.

Digital Library

[9]

Dix, A., Rodden, T., Davies, N., Trevor, J., Friday, A., & Plafreyman, K. Exploiting Space and Location as a Design Framework for Interactive Mobile Systems. ACM Transactions on Computer-Human Interaction, 7, 3, (2000), 285--321.

Digital Library

[10]

Duyshart, B, Walker, D, Mohamed, S. & Hampton, K. An example of developing a business model for ICT adoption on construction projects -- the National Museum of Australia project. Engineering, Construction and Architectural Management, 10, 3 (2003), 179--192.

[11]

Fallman, D., From Freedom to Involvement: On the Rhetoric of Mobility in HCI Research. Proceedings of 38^th Hawaii Int. Conference on Systems Sciences, Big Island Hawaii, (2005), 32a

Digital Library

[12]

Frøkjær, E., Hertzum, M. & Hornbææk, K. Measuring usability: are effectiveness, efficiency, and satisfaction really correlated? Proceedings of CHI 2000, (2000), 345--352.

Digital Library

[13]

Gebauer, J., & Shaw, M. J. Success Factors and Impacts of Mobile Business Applications: Results from a Mobile e-Procurement Study. International Journal of Electronic Commerce, 8, 3, (2004), 19--41.

Digital Library

[14]

Hornbæk, K. Current practice in measuring usability: challenges to usability studies and research. International Journal of Human-Computer Studies, 64 (2006), 79--102.

Digital Library

[15]

ISO 9241-11. Ergonomic requirements for office work with visual display terminals -- part 11: guidance on usability (ISO/IEC 9421-11: 1998).

[16]

Kaasinen, E. User Acceptance of Mobile Services - Value, Ease of Use, Trust and Ease of Adoption. VTT Information Technology, Helsinki, 2005.

[17]

Kakihara, M., Sorensen, C., Expanding the 'mobility' concept. ACM SIGGROUP Bulletin, 22, 3, (2001), 33--37

Digital Library

[18]

Kaplan, R. S., Norton, D. P. The Balanced Scorecard. Translating Strategy into Action. Harvard Business School Press, Boston, Massachusetts, 1996.

[19]

Kemppilä, S. and Lönnqvist, A. Subjective Productivity Measurement. The Journal of American Academy of Business, Cambridge, 2, 2 (2003), 531--537.

[20]

Lewis, J. R. IBM Computer usability satisfaction questionnaires: psychometric evaluation and instructions of use. International Journal of Human-Computer Interaction, 7, 1 (1995), 57--78.

Digital Library

[21]

Lynch, W. & Riedel, J. Measuring Employee Productivity: A guide to self-assessment tools. William M. Mercer & Institute for Health and Productivity Management, 2001.

[22]

NASA Task Load Index. Available online at http://iac.dtic.mil/hsiac/docs/TLX-UserManual.pdf.

[23]

Nielsen, J. & Levy, J. Measuring usability: preference vs. performance. Communications of the ACM, 37, 4 (1994), 66--75.

Digital Library

[24]

Nielsen, J. Usability engineering. Academic Press Inc., Boston, 1993.

Digital Library

[25]

Rangone, A., & Renga, F. B2e mobile internet: an exploratory study of Italian applications. Business Process Management Journal, 12, 3, (2006), 330--343.

[26]

Ryu, Y. S. Development of Usability Questionnaires for Electronic Mobile Products and Decision Making Methods. Doctoral dissertation, State University, Virginia, 2005.

[27]

Ryu, Y. S., & Smith-Jackon, T. L. Reliability and Validity of the Mobile Phone Usability Questionnaire (MPUQ). Journal of Usability Studies, 2, 1, (2006), 39--53.

[28]

Sink, D. S. Productivity management: planning, measurement and evaluation, control and improvement. John Wiley & Sons, New York, 1985.

[29]

Software Usability Measurement Inventory. Information on line at http://www.ucc.ie/hfrg/questionnaires/sumi/.

[30]

Steinbock, D. The Mobile Revolution: The Making of Mobile Services Worldwide. Kogan Page, GBR, London, 2005.

Digital Library

[31]

Sørensen, C-F., Wang, A. I., & Conradi, R., Support of smart work processes in context of rich environments. In Krogstie, J., Kautz, K., & Allen, D. (eds.), IFIP TC8 Working Conference on Mobile Information Systems (MOBIS'2005), (Leeds, UK, December 6--7 2005). Springer, New York, USA, (2005), 15--30.

[32]

Uusi-Rauva, E. Yleiskatsaus mittausmenetelmiin. In Uusi- Rauva, E. (ed.) Tuottavuus -- mittaa ja menesty. Vantaa, (1996), 41--74 (in Finnish).

[33]

Wiberg, M. "Anytime, anywhere" in the context of mobile work. In Encyclopedia of Information Science and technology I-V. Idea Group, Inc. 2005.

Cited By

Kusumawati TRifa'i APurnomo M(2022)Mobile Augmented Reality Serious Game Design Based on Bloom’s Taxonomy2022 1st International Conference on Information System & Information Technology (ICISIT)10.1109/ICISIT54091.2022.9872641(140-144)Online publication date: 27-Jul-2022
https://doi.org/10.1109/ICISIT54091.2022.9872641
Meske CStieglitz SBrockmann TRoss B(2017)Impact of Mobile IT Consumerization on Organizations – An Empirical Study on the Adoption of BYOD PracticesHCI in Business, Government and Organizations. Supporting Business10.1007/978-3-319-58484-3_27(349-363)Online publication date: 13-May-2017
https://doi.org/10.1007/978-3-319-58484-3_27
Alshamsi AWilliams NAndras PFaily SJiang NDogan HJacqui T(2016)The trade-off between usability and security in the context of eGovernmentProceedings of the 30th International BCS Human Computer Interaction Conference: Fusion!10.14236/ewic/HCI2016.36(1-13)Online publication date: 11-Jul-2016
https://dl.acm.org/doi/10.14236/ewic/HCI2016.36
Show More Cited By

Index Terms

MoBiS-Q: a tool for evaluating the success of mobile business services
1. Human-centered computing
  1. Human computer interaction (HCI)
2. Information systems
  1. Information systems applications

Recommendations

Developing a questionnaire for measuring mobile business service experience
MobileHCI '08: Proceedings of the 10th international conference on Human computer interaction with mobile devices and services

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 ...
New business to business interaction: shake your iPhone and speak to it
MobileHCI '09: Proceedings of the 11th International Conference on Human-Computer Interaction with Mobile Devices and Services

We present a new multimodal interaction sequence for a mobile multimodal Business-to-Business interaction system. A mobile client application on the iPhone supports users in accessing an online service marketplace and allows business experts to ...
Change factors requiring agility and implications for IT
Including a special section on business agility and diffusion of information technology

The current highly dynamic business environment requires businesses to be agile. Business agility is the ability to swiftly and easily change businesses and business processes beyond the normal level of flexibility to effectively manage unpredictable ...

Comments

Information & Contributors

Information

Published In

cover image ACM Other conferences

MobileHCI '07: Proceedings of the 9th international conference on Human computer interaction with mobile devices and services

September 2007

352 pages

ISBN:9781595938626

DOI:10.1145/1377999

General Chairs:
Adrian David Cheok
Singapore
,
Luca Chittaro
Italy

Copyright © 2007 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

In-Cooperation

Publisher

Association for Computing Machinery

New York, NY, United States

Publication History

Published: 09 September 2007

Permissions

Request permissions for this article.

Request Permissions

Check for updates

Author Tags

Qualifiers

Research-article

Conference

MobileHCI07

MobileHCI07: 9th International Conference is Human Computer Interaction with Mobile Devices and Services

September 9 - 12, 2007

Singapore

Acceptance Rates

Overall Acceptance Rate 202 of 906 submissions, 22%

Contributors

Other Metrics

View Article Metrics

Bibliometrics & Citations

Bibliometrics

Article Metrics

10
Total Citations
View Citations
713
Total Downloads

Downloads (Last 12 months)5
Downloads (Last 6 weeks)0

Reflects downloads up to 10 Nov 2024

Other Metrics

View Author Metrics

Citations

Cited By

Kusumawati TRifa'i APurnomo M(2022)Mobile Augmented Reality Serious Game Design Based on Bloom’s Taxonomy2022 1st International Conference on Information System & Information Technology (ICISIT)10.1109/ICISIT54091.2022.9872641(140-144)Online publication date: 27-Jul-2022
https://doi.org/10.1109/ICISIT54091.2022.9872641
Meske CStieglitz SBrockmann TRoss B(2017)Impact of Mobile IT Consumerization on Organizations – An Empirical Study on the Adoption of BYOD PracticesHCI in Business, Government and Organizations. Supporting Business10.1007/978-3-319-58484-3_27(349-363)Online publication date: 13-May-2017
https://doi.org/10.1007/978-3-319-58484-3_27
Alshamsi AWilliams NAndras PFaily SJiang NDogan HJacqui T(2016)The trade-off between usability and security in the context of eGovernmentProceedings of the 30th International BCS Human Computer Interaction Conference: Fusion!10.14236/ewic/HCI2016.36(1-13)Online publication date: 11-Jul-2016
https://dl.acm.org/doi/10.14236/ewic/HCI2016.36
Lachner FNaegelein PKowalski RSpann MButz ABjörk SEriksson EFjeld MBødker SBarendregt WObaid M(2016)Quantified UXProceedings of the 9th Nordic Conference on Human-Computer Interaction10.1145/2971485.2971501(1-10)Online publication date: 23-Oct-2016
https://dl.acm.org/doi/10.1145/2971485.2971501
Wich MKramer T(2015)Enhanced Human-Computer Interaction for Business Applications on Mobile DevicesProceedings of the 2015 48th Hawaii International Conference on System Sciences10.1109/HICSS.2015.63(472-481)Online publication date: 5-Jan-2015
https://dl.acm.org/doi/10.1109/HICSS.2015.63
Osman NOsman I(2013)Attributes for the quality in use of mobile government systems2013 INTERNATIONAL CONFERENCE ON COMPUTING, ELECTRICAL AND ELECTRONIC ENGINEERING (ICCEEE)10.1109/ICCEEE.2013.6633947(274-279)Online publication date: Aug-2013
https://doi.org/10.1109/ICCEEE.2013.6633947
Lee JPark MMoon J(2013)Factors affecting the performance of mobile office outsourcingManagement Decision10.1108/MD-01-2012-004251:7(1422-1441)Online publication date: 2-Aug-2013
https://doi.org/10.1108/MD-01-2012-0042
Väätäjä H(2012)Mobile Work EfficiencyInternational Journal of Mobile Human Computer Interaction10.4018/jmhci.20120401064:2(67-87)Online publication date: Apr-2012
https://doi.org/10.4018/jmhci.2012040106
Brockmann TStieglitz SKmieciak JDiederich S(2012)User Acceptance of Mobile Business Intelligence Services2012 15th International Conference on Network-Based Information Systems10.1109/NBiS.2012.129(861-866)Online publication date: Sep-2012
https://doi.org/10.1109/NBiS.2012.129
Vuolle MTiainen MKallio TVainio TKulju MWigelius Hter Hofte HMulder I(2008)Developing a questionnaire for measuring mobile business service experienceProceedings of the 10th international conference on Human computer interaction with mobile devices and services10.1145/1409240.1409247(53-62)Online publication date: 2-Sep-2008
https://dl.acm.org/doi/10.1145/1409240.1409247

View Options

Get Access

Login options

Check if you have access through your login credentials or your institution to get full access on this article.

Full Access

Get this Publication

View options

PDF

View or Download as a PDF file.

eReader

View online with eReader.

Media

Figures

Other

Tables

View Table of Contents