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User satisfaction with business-to-employee portals: conceptualization and scale development

  • Original Article
  • Published:
European Journal of Information Systems

Abstract

The purpose of this paper is to develop and validate the business-to-employee portal user satisfaction (B2EPUS) measure. Five sequential stages of scale development were undertaken to achieve this purpose: conceptual model development, item generation, content validation, exploratory study, and confirmatory study. Confirmatory factor analysis confirmed the five dimensions of the B2EPUS, namely Usefulness, Confidentiality, Ease of Use, Convenience of Access, and Portal Design as the dimensions of the construct. Competing model analysis indicates that the second-order factor model is the better fitting for the B2EPUS construct. The theoretical and practical implications of the study as well as directions for future research are discussed in the concluding sections of this paper.

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Author information

Authors and Affiliations

  1. Department of Marketing, Monash University, Victoria, Australia

    Dewi Rooslani Tojib

  2. Department of Accounting & Finance, Monash University, Victoria, Australia

    Ly-Fie Sugianto

  3. Department of Management, Monash University, Victoria, Australia

    Sen Sendjaya

Authors
  1. Dewi Rooslani Tojib
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  2. Ly-Fie Sugianto
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  3. Sen Sendjaya
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Corresponding author

Correspondence to Dewi Rooslani Tojib.

Appendices

Appendix A: The final 18-item of the B2EPUS scale

  1. 1

    The staff portal enables me to share or exchange project/task information with my team member colleagues.

  2. 2

    The staff portal facilitates my collaboration work with all colleagues.

  3. 3

    The staff portal enables me to discuss work or project issues with my immediate work colleagues.

  4. 4

    The staff portal enables me to share general information through email or on website with other colleagues in the whole organization.

  5. 5

    I feel confident in submitting personal information through the staff portal because it will be properly used by authorized people.

  6. 6

    The information presented on the portal can be trusted.

  7. 7

    Information presented on the portal is dependable.

  8. 8

    I feel the staff portal is secure.

  9. 9

    I can rely on the information presented on the staff portal to carry out my tasks.

  10. 10

    No training on the use of staff portal is necessary as the portal use is self-explanatory.

  11. 11

    The staff portal is easy to navigate, back forward and backward.

  12. 12

    When I am navigating the staff portal, I feel that I am in control of what I am doing.

  13. 13

    The staff portal is accessible from my home through Internet connection.

  14. 14

    Gaining access to the staff portal is easy.

  15. 15

    The staff portal is accessible 24 h a day, 7 days a week.

  16. 16

    The staff portal is aesthetically designed.

  17. 17

    The design of the staff portal is attractive.

  18. 18

    The staff portal is user friendly with many help functions and useful button and links.

Appendix B: Six items measuring the B2E portal use construct

  1. 1

    Since the staff portal is now available, I prefer to access the portal to check and reply my emails.

  2. 2

    Since the staff portal is now available, I prefer to access the portal to communicate with my colleagues.

  3. 3

    Since the staff portal is now available, I prefer to access the portal to get the latest organizational news.

  4. 4

    Since the staff portal is now available, I prefer to access the portal to search for any information I need.

  5. 5

    Since the staff portal is now available, I prefer to access the portal to perform my job-related tasks.

  6. 6

    Since the staff portal is now available, I prefer to access the portal to perform my personal-related tasks.

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Tojib, D., Sugianto, LF. & Sendjaya, S. User satisfaction with business-to-employee portals: conceptualization and scale development. Eur J Inf Syst 17, 649–667 (2008). https://doi.org/10.1057/ejis.2008.55

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  • DOI: https://doi.org/10.1057/ejis.2008.55

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