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information management 36 1999 9 21 research extending the technology acceptance model with task technology t constructs a 1 b mark t dishaw diane m strong a university of wisconsin ...

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                                              Information & Management 36 (1999) 9±21
                                                              Research
                                Extending the technology acceptance model
                                       with task±technology ®t constructs
                                                                a,*                      1,b
                                            Mark T. Dishaw , Diane M. Strong
                    a
                    University of Wisconsin ± Oshkosh, College of Business Administration, 800 Algoma Blvd., Oshkosh WI 54901, USA
                       bWorcester Polytechnic Institute, Department of Management, 100 Institute Road, Worcester MA 01609, USA
                                                Received 8 June 1998; accepted 12 October 1998
           Abstract
           During the past decade, two signi®cant models of information technology (IT) utilization behavior have emerged in the MIS
           literature. These two models, the technology acceptance model (TAM) and the task±technology ®t model (TTF), provide a
           much needed theoretical basis for exploring the factors that explain software utilization and its link with user performance.
           These models offer different, though overlapping perspectives on utilization behavior. TAM focuses on attitudes toward using
           a particular ITwhich users develop based on perceived usefulness and ease of use of the IT. TTF focuses on the match between
           user task needs and the available functionality of the IT. While each of these models offers signi®cant explanatory power, a
           model that integrates constructs from both may offer a signi®cant improvement over either model alone. We discuss the
           theoretical foundation of both these models and present a theoretical rationale for an integrated model. The result is an
           extension of TAM to include TTF constructs. We test our integrated IT utilization model using path analysis. Our integrated
           model provides more explanatory power than either model alone. Research using the integrated model should lead to a better
           understanding of choices about using IT. # 1999 Elsevier Science B.V. All rights reserved.
           Keywords: Technology acceptance model; Task±technology ®t; TAM; TTF; Software utilization
           1. Introduction                                             in the MIS literature. The second model, the task±
                                                                       technology ®t model (TTF) [22, 23], addresses utili-
             While information technology (IT) utilization stu-        zation from a different, although not entirely ortho-
           dies are common in the MIS literature [13, 38], early       gonal, perspective.
           studies lacked a strong theoretical foundation. Two           We believe that TAM and TTF overlap in a sig-
           signi®cant models have emerged which provide a              ni®cant way and, if integrated, could provide an even
           strong theoretical base for studies of IT utilization       stronger model than either standing alone. Both these
           behavior. The ®rst model, the technology acceptance         models were developed to understand users' choices
           model(TAM)[10],iswellknownandwidelyaccepted                 and evaluations of IT. The outcome variable for both,
                                                                       TAM and TTF, is the actual use of IT or a related
                                                                       variable. Applications of TAM usually focus early in
             *Corresponding author. E-mail: dishaw@uwosh.edu           the outcome chain on intention to use or actual use,
             1E-mail: dstrong@wpi.edu                                  whereas TTF applications focus later in the outcome
           0378-7206/99/$ ± see front matter # 1999 Elsevier Science B.V. All rights reserved.
           PII: S-0378-7206(98)00101-3
           10                        M.T. Dishaw, D.M. Strong/Information & Management 36 (1999) 9±21
           chain on actual use or individual performance attri-      that a behavior is determined by intention to perform
           butable to actual use.                                    the behavior. Actual behavior and intention have been
             The objective of this research is to develop and        foundtobehighlycorrelated[10,20].Intention,itself,
           evaluate an integrated TAM/TTF model. To accom-           is determined by attitude toward the behavior.
           plish this objective, we examine the theory underlying      Davis' research, in essence, examines the external
           TAMandTTFandassesstheirsimilarities and differ-           variables whichdetermineorin¯uenceattitudetoward
           ences, which provides the theoretical foundation for      ITuse. The TAM identi®es perceived ease of use, and
           ourintegratedTAM/TTFmodel.Weempiricallycom-               perceived usefulness as key independent variables.
           pare the three models, TAM, TTF, and TAM/TTF,             Perceived usefulness is also in¯uenced by perceived
           using the same set of data collected in several orga-     ease of use. The TAM includes the very important
           nizations. Our results indicated that adding TTF          assumption that the behavior is volitional, which is to
           constructs to TAM explains signi®cantly more of           sayvoluntaryoratthediscretionoftheuser.TheTAM
           the variance in utilization than either TAM or TTF        has been tested in several studies of IT use [1, 12, 29,
           alone.                                                    32].
             An integration of TAM and TTF will be useful in           TAM differs from TRA in two key ways. First, it
           understandingsoftwareutilization in a broader variety     speci®esusefulnessandeaseofuseasthetwoexternal
           of circumstances, which is extremely important for        variables or beliefs that determine attitude toward an
           software authors and managers of the software users.      IT, intention to use, and actual use. Thus, TAM does
           They need to understand how the customers and end-        notneedtobetailoredtoeachbehavior,aslongasthat
           users of software actually choose to use or not use       behavior is use of IT. Second, TAM does not include
           certain functions. The key to understanding software      the subjective norms construct in TRA. Subjective
           use decisions lies in understanding how the functions     norms, along with attitude, account for intention to
           provided by the software ®t the perceived needs of the    perform a behavior in TRA. For TAM, the subjective
           user.                                                     normsconstruct has not been signi®cant [12, 29]. One
                                                                     possible explanation is the use of students in many of
                                                                     the tests of TAM; subjective norms may be more
           2. Modeling information technology utilization            important in an organizational setting [36]. Since
                                                                     we have data from an organizational setting in which
           2.1. The technology acceptance model (TAM)                users may feel some social pressure to use the IT, we
                                                                     test the signi®cance of subjective norms.
             The technology acceptance model [10, 12], in              The theory of planned behavior (TPB) [2, 3, 5], an
           Fig. 1, is a speci®c adaptation of the theory of rea-     extension of TRA, includes behavioral control as a
           soned action (TRA) model [4, 20] to the study of IT       construct to measure and account explicitly for the
           usage. The TRA and its successor, the theory of           extent to which users have complete control over their
           plannedbehavior(TPB)[2],arewellknown,andhave              behaviors, that is, the extent to which the behavior is
           been widely employed in the study of speci®c beha-        truly at the discretion of the user. TAM does not
           viors [4]. In general, these theories (TRA, TAM) state    include the behavioral control construct. In TPB,
                                                                     behavioralcontroldirectlyaffectsintentiontoperform
                                                                     a behavior, and may directly affect behavior in situa-
                                                                     tions where the user intends to perform the behavior,
                                                                     butispreventedfromdoingso[2].Whetherbehavioral
                                                                     control is signi®cant depends on the particular beha-
                                                                     vior. For example,behavioralcontrolwasimportantin
                                                                     accounting for whether students intended and actually
                                                                     received an `A' in a course, but not for whether
                                                                     students attended classes [5].
                                                                       For IT usage behavior, behavioral control has had
                   Fig. 1. Technology acceptance model (TAM).        limited importance. Comparisons between TAM and
                                         M.T. Dishaw, D.M. Strong/Information & Management 36 (1999) 9±21                             11
            TPB have largely concluded that TAM's ability to
            accountforvarianceinintentiontouseorinactualuse
            is about the same as TPB's [29, 36]. Like subjective
            norms, the reason for this lack of effect could be the
            use of students in comparing the models. Since we
            collected data from ®rms, we test whether the addition
            of behavioral control improves TAM. We expect
            behavioral control to have some, but minor, signi®-                      Fig. 2. A basic task±technology ®t (TTF) model.
            cance as compared to the other variables in TAM. In
            the organizations we studied, use is voluntary. The               ities of the user (see Fig. 2). Rational, experienced
            information technologies we studied are tools that                users will choose those tools and methods that enable
            software maintainers may use, but do not need to                  themtocompletethetaskwiththegreatestnetbene®t.
            use, to complete their maintenance tasks. While man-              Information technology that does not offer suf®cient
            agement in these organizations invested heavily in                advantage will not be used.
            advanced support tools for maintainers, maintainers                 In contrast to TAM, TTF, as a theoretical and
            generally complete their maintenance tasks in theway              measurable MIS construct and as part of a model of
            they deem most effective. Such voluntary use at the               IT utilization and performance, is still evolving. The
            individual level is common with CASE tools [9].                   basic ideas of TTF and models built around it are
               In summary,TAMrepresentsthetailoringofawell-                   showninFig. 2,whichisoneTTFmodelthathasbeen
            developed social psychology theory, the TRA [19], to              tested [23]. Since other versions of TTF-based models
            the speci®c behavior of using IT, by de®ning and                  exist2, the model shown in Fig. 2 should not be
            developing measures for two variables, usefulness                 interpreted as the `TTF model'. For example, utiliza-
            and ease of use [10, 11, 12]. The choice of these                 tion is a recent addition to the technology to perfor-
            two variables is consistent with previous empirical               mance chain [23]. Earlier TTF models employed
            research in several MIS-related disciplines [11]. TAM             individual performance as the only outcome variable
            hasalsobeentestedandcomparedtorevisionsofTRA                      because these models were developed from work
            by several authors independent of the original devel-             adjustment theory which does not include a construct
            opers of TAM.                                                     for behaviors, such as utilization.
               AweaknessofTAMforunderstandingITutilization                      Acommon addition to a TTF model is individual
            is its lack of task focus. IT is a tool by which users            abilities [21, 23]. The inclusion of individual abilities
            accomplish organizational tasks. The lack of task                 is supported by both, work adjustment theory from
            focus in evaluating IT and its acceptance, use, and               which TTF was originally derived and recent MIS
            performance contributes to the mixed results in IT                studies in which experience with particular IT is
            evaluations [23]. While TAM's usefulness concept                  generally associated with higher utilization of that
            implicitly includes task, that is to say usefulness               IT [24, 37]. In tests of TTF models, individual abil-
            means useful for something, more explicit inclusion               ities, operationalized as computer literacy, negatively
            of task characteristics may provide a better model of             affected perceived ®t between task and technology
            IT utilization. The task±technology ®t perspective                [22] and, operationalized as experience with the par-
            addresses this problem.                                           ticular IT, positively affected utilization [17].
                                                                                Although TTF is relatively new in the MIS litera-
            2.2. Task±technology fit model                                    ture, the concept of ®t, also called correspondence or
                                                                              matching, is common in organizational theories. For
               The ability of IT to support a task is expressed by            example, the theory of work adjustment, from which
            the formal construct known as task±technology ®t                  TTF was originally developed, considers the corre-
            (TTF), which implies matching of the capabilities                 spondence between the abilities of an individual and
            of the technology to the demands of the task [23].                the ability requirements of a job in determining an
            TTF posits that IT will be used if, and only if, the
                                                                                2
            functions available to the user support (®t) the activ-              See Refs. [22, 23] for a review of TTF and related models.
            12                            M.T. Dishaw, D.M. Strong/Information & Management 36 (1999) 9±21
            individual's satisfactoriness for the job [21, 23].                incorporating both attitudes toward IT and the ®t
            Research on strategic ®t, which is the correspondence              between IT functionality and the characteristics of
            between an organization and its environment, has                   the tasks that IT users are accomplishing with IT.
            in¯uenced the methods for computing TTF [18, 22,
            40].                                                               2.3. Integration of the TAM and the task±technology
               The general concept of ®t has appeared in the MIS               fit model
            literature. For example, research on data representa-
            tion, such as tables and graphs, has concluded that the              Ajusti®cation for elaborating the TAM to include
            best representation dependsontaskrequirements[35].                 explicit references to task and technology is provided
            Systemsimplementationresearchnotestheneedfor®t                     by the arguments of Goodhue [21, 22]. Goodhue
            between tasks, technologies, and users [30]. Data                  linked his TTF model with the technology usage
            quality research emphasizes the need for data to ®t                model of Bagozzi [7], which, like TAM, was devel-
            the needs of user tasks [16, 33, 34]. Research on                  oped from attitude/behavior models to explain tech-
            problem solving and problem representation has                     nology    utilization.   The general argument for
            developed the concept of cognitive ®t, which means                 combining the models is that they capture two differ-
            that problem solving works best when the problem                   ent aspects of users' choices to utilize IT. TAM, and
            representation and any tools or aids all support the               the attitude/behavior models on which it is based,
            processes required to perform that task [42, 43].                  assume that users' beliefs and attitudes toward a
               Wetest the TTF model shown in Fig. 3. Since we                  particular IT largely determine whether users exhibit
            are focusing on models of IT utilization, utilization is           the behavior of utilizing the IT. Critics note that users
            our only outcome variable. Like the basic TTF model                regularly utilize IT that they do not like because it
            shown in Fig. 2, task and technology characteristics               improves their job performance. TTF models take a
            are the antecedents of TTF. We also test for direct                decidedly rational approach by assuming that users
            effects of task and technology characteristics on uti-             choose to use IT that provides bene®ts, such as
            lization (the dotted lines in Fig. 3). Tool experience,            improvedjobperformance,regardless of their attitude
            representing individual abilities, is expected to                  towardtheIT[22].Bothaspects,attitudetowardtheIT
            directly affect utilization.                                       and rationally determined expected consequences
               While TTF models explicitly include task charac-                from using the IT, are likely to affect users' choices
            teristics, which is a weakness of TAM, they do not                 to utilize IT. That is, combining the two models is
            explicitly include attitudes toward IT, which is the               likely to provide a better explanation of IT utilization
            core of TAM. Rather than arguing for TTF as an                     than either an attitude or a ®t model could provide
            alternative to TAM, we propose adding the strengths                separately.
            ofTTFmodelstoTAMtoproduceanintegratedmodel                           We posit that constructs in the TTF model deter-
                                                                               mine, in part, three variables in the TAM. TTF con-
                                                                               structs are expected to directly affect utilization, as
                                                                               they do in TTF models. TTF constructs may also
                                                                               determine,inpart,TAM'stwodeterminantsofattitude
                                                                               toward IT, namely perceived usefulness and perceived
                                                                               ease of use. User beliefs about usefulness and ease of
                                                                               use are likely to be developed, in part, from rational
                                                                               assessments of the characteristics of the IT and the
                                                                               tasks for which it could be used. In addition, these two
                                                                               TAMvariables indirectly include aspects of the tech-
                                                                               nologyandthetaskforwhichthetechnologycouldbe
                                                                               used. For example, the whole notion of usefulness
                                                                               implies that the software is useful for something. The
                                                                               proposed integrated TAM/TTF model is shown in
                                 Fig. 3. TTF model.                            Fig. 4.
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...Information management research extending the technology acceptance model with task t constructs a b mark dishaw diane m strong university of wisconsin oshkosh college business administration algoma blvd wi usa bworcester polytechnic institute department road worcester ma received june accepted october abstract during past decade two signi cant models it utilization behavior have emerged in mis literature these tam and ttf provide much needed theoretical basis for exploring factors that explain software its link user performance offer different though overlapping perspectives on focuses attitudes toward using particular itwhich users develop based perceived usefulness ease use match between needs available functionality while each offers explanatory power integrates from both may improvement over either alone we discuss foundation present rationale an integrated result is extension to include test our path analysis provides more than should lead better understanding choices about elsev...

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