Understanding the Relative Influence of Perceived Response Time and Perceived Visual Appeal on Satisfaction and Net Benefits from Self Service Business Intelligence Systems

Abstract

As organizations invest considerable resources to enable access to data, information and insights through the Self-service route for their employees, there is a critical need to improve the chances of success of resource hungry Self-service Business Intelligence (SSBI) systems to unlock value from the investments. Our current understanding of post-adoption Satisfaction and Net Benefits from the use of Self-service BI systems in a bandwidth constrained environment has been in-adequate to enable targeted interventions to drive Continued Usage of Information Systems (IS). In this study, we determine the relative influence of Perceived Response Time vs Perceived Visual Appeal on Satisfaction and Net Benefits from Self-service BI systems. The motivation for this research derives from Expectation Confirmation Theory (ECT) extended IS continuance theory, DeLone and McLean (DandM) models and System Quality research where we found a dearth of studies that have tried to integrate System Quality and determinants of IS Continuance in the context of Self-service BI systems. As there were constant calls from product teams asking Human Computer Interaction (HCI) designers to trade-off Visual Appeal to deliver faster Response Times, there was an urgent need to decompose System Quality into actionable elements like Response Time and Visual Appeal, to study their relative influences on Satisfaction and Net Benefits, thereby providing actionable guidance to Human Computer Interaction (HCI) designers and practitioners. To determine the relative influences of Visual Appeal and Response Time on Satisfaction and Net Benefits, which are core to Continued Usage of an IS, an experimentation-based approach was adopted in the Self-service BI space, to truly capture the post-adoption dynamics from calibrated artifacts that differed on Response Time and Visual Appeal. The findings have clearly established the relative superiority of Perceived Response Time in comparison to Perceived Visual Appeal in influencing newline