Exploring the role of perceived ease of use in Web-based information system usage

The user reported interaction difficulties with information systems are because these systems are designed on the basis of developers´ perceptions. It is more challenging to address this issue in the context of Web-based information systems where users come from varying backgrounds. Therefore, this paper aims to analyse the interaction of Web-based information systems on the basis of individual users´ perceptions of ease of use. The variability in users´ backgrounds is quantified in terms of their familiarity with the systems. On the basis of users´ familiarity with the system, a conceptual model is proposed. The model identifies several critical perceptual measures at various stages of interaction. The model is tested and validated in a three phase empirical study. Findings demonstrate significant insights into varying users´ perceptions of ease of use on the basis of their familiarity with systems. These results have implications for interaction design and usability evaluation processes, among others.