Users' Experiences of Internet-Based Systems in Malaysian Research Universities

Internet-based systems are providing more interactive and collaborative forms of participation in many kinds of organizations, particularly with the spread of the Internet and Web 2.0 technology. They have been designed to enhance organizational communications processes, information management and staff interaction. This qualitative study explores employees’ experiences in Malaysian research universities, and particularly strives to understand successes and problems in the implementation of Internet-based systems. Based on in-depth interviews with officers and academics at four research universities, the study found that employees were most concerned with three issues that determined success or failure in this scenario: technological features of the systems; social and human factors; and organizational initiatives. Organizations such as universities and senior management may improve employees’ satisfaction with Internet-based systems as e-government applications by implementing several recommendations arising from this study’s analysis.