Nagle, Philip (2010) Empowering the customer of the future through self serving web portals - using www.truvolounge.ie as a case study. Diploma thesis, Dublin, National College of Ireland.
The Technology Adoption Model (TAM) has been extensively used to explain user adoption of technology. I will demonstrate how the main construct of this model, "perceived usefulness" can be determined in a meaningful way by an organisation wishing to implement changes to its web portal with the ultimate goal to increase usage and satisfaction. I will demonstrate, following analysis on the questionnaire results of the web portal www.truvolounge.ie, how the poor rating the users have given the site is not related to ease of use issues (understanding the terms used on the site, navigation issues or usability evaluation scores). I will show how data gathered from the questionnaire from users scoring the existing functionality on www.truvolounge.ie can be categorized into a "perceived usefulness" score which can be directly related to overall satisfaction. I will also set out how an organisation when faced with multiple and competing functionality requests for improvements in their web portal, how they can prioritize these functionalities using a mix of cost/benefit scores and "perceived usefulness" scores.
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