Female Users’ Acceptance of the Electronic Document Management System (EDMS)

Abstract— The aim of this research is to identify the main factors that encourage female users’ acceptance of e-management in general. The female users’ decisions regarding whether to accept or reject e-management services were studied by using the framework of the Unified Theory of Acceptance and Use of Technology (UTAUT) model. This usage of the Electronic Document Management System (EDMS) is related to three factors: personal, technological and transactional. The findings of this research illustrate that the EDMS is affected by the nature of the administration of the organization using it and the level of ICT aptitude in the wider population is argued to limit the range of usage services provided. However, this research suggests that ease of use was the main factor in the decision for those who had had little previous experience with EDMS, while a number of respondents who accepted EDMS were able to use it due to better training and support from their organizations and through their personal efforts.

Keywords- e-management; EDMS; ICT; UTAUT

I. INTRODUCTION Electronic Management is the way of employing

technology to improve and facilitate the management process by maintaining and integrating different types of electronic records to achieve the best possible level of performance and results to support the managerial work. The Electronic Document Management System (EDMS) is one of the most popular e-management services as it supports different types of managerial work in different organizations. Furthermore, it is used to enhance the effectiveness and the productivity of the internal and external managerial transactions [1]. Therefore, EDMS applications are important for any organization in order for it to operate the world’s most enhanced and supportive administration system. This research examines the main impact factors on the female users’ acceptance of EDMS as part of e-management in different sectors.

From a theoretical perspective, the Unified Theory of Acceptance and Use of Technology (UTAUT) model [2] offers the development of the decision-making element within that approach to understand EDMS adoption as well as being a well-defined mode to explain the acceptance of information systems. In addition, this model argues that, when faced with multiple and conflicting criteria and information, individuals will simplify the situation in such a way that a single factor becomes dominant and forms the key to their decision-making.

Therefore, the research question aims to assess extent to which electronic management usage has improved among female cadres within the users’ acceptance of the Electronic Document Management system (EDMS). Some previous studies in this field have relied on questionnaires [1] and [3] state the responses have been codified and analyzed to find out which adoption factors are dominant across the group.

This research depended on an online questionnaire. The participants in the questionnaire were 144 female employees of three different organizations (University A, University B and the Medical Centre) in Saudi Arabia, for which the samples of the female employees were selected using a random base selection system.

The sample selection for this research allowed for variance exploration by examining the previous experience of the participants. This helped in identifying the behavioral differences of female employees in Saudi Arabia to justify the results for different groups of EDMS users. The research collected quantitative and qualitative data from the questionnaire.

The research objectives were as follows: first, to identify the key influences on the acceptance of the electronic document management system among female employees; and second, to investigate the current understanding of EDMS by female employees. However, through studying and investigating these objectives, the researcher generated findings that support a robust conclusion.

II. BACKFROUND The profile of e-management has become increasingly

significant over recent years, and the impact of this has been felt on a global basis, in both western and eastern nations. E-management has been defined by [4] as follows: “e-management will archive the determinate aim by effectively integrating the resources inside and outside the enterprise using dynamic creative activities”. It can also be defined as “a strategic approach of managing future and dynamic organizations through the implementation of a high performance and technology-based system” [5]. This is reflected in the increasing amount of research carried out in this subject area. This importance has fortunately long been recognized in academic research, as indicated by the following discussion of theories and models of technology acceptance put forward by IT/IS researchers as well as sociologists and psychologists.

Fadiah Kaaki, and Charlotte Rayner Portsmouth Business School

University of Portsmouth, Portsmouth, UK fadiah.kaaki@myport.ac.uk, charlotte.rayner@port.ac.uk

Mazin Alshamrani Centre for Communication System Research (CCSR)

University of Surrey, Guildford, UK m.alshamrani@surrey.ac.uk,

2013 European Modelling Symposium

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A. Electronic Document Management System (EDMS): The role of an Electronic Document Management System

(EDMS) in the development of user acceptance is highly significant and represents a major influence on our research objectives. According to [6], electronic document management (EDM) is defined as “the application of technology to save paper, speed up communications, and increase the productivity of business processes”. [7], and [8] all note that electronic document management is a major part of an e-management system. Meanwhile, other researchers such as [1] have shown that women often perform the tasks relevant to EDMS adoption, and this application of the technology is the focus of this research. So, this review has revealed potential understandings in a number of forms relating to EDMS issues from personal, technological and transactional perspectives. After that, it can draw a picture of EDMS in the right perspective.

The outcomes of EDMS research have led to the development of a guide for identifying existing good practice, which is available to all staff to improve their efficiency when implementing the essentials of EDMS [1] argue that “the eight important antecedent factors (i.e., perceived usefulness, perceived ease of use, training, compatibility, external influence, interpersonal influence, self-efficacy, and facilitating conditions) of user acceptance of intergovernmental e-Government services have been identified. Accordingly, to effectively evaluate the performance of intergovernmental e-Government services, the researchers suggest that policy makers can improve strategic planning through monitoring these eight factors as performance indicators.” [9] states that “the needs of the users were categorized to concern three issues: documents, information systems, and work with documents. The efficient use of standards for structured documents and electronic document management systems could solve many of the problems raised.” [10] highlights the benefits of EDMS as both tactical and strategic; the tactical benefits are short-lived and do not impact significantly on an organization’s bottom-line, while the strategic benefits impact the most on the bottom-line and are long-term. As a consequence, it may be that processes are not easy to perform without knowing these basic issues in order to use EDMS smoothly. However, the researcher could not find any studies on gender difference in EDMS adoption. Nevertheless, as the only available sample for this study was women working in Saudi Arabia, some attention should be paid to gender issues.

III. LITERATURE REVIEW The literature review that follows encompasses a wide

range of information sources, including academic research, newspapers and internet searches.

The concept of technology has been linked to theories and models throughout history. [11] and [12] describe significant research concerning the technological aspects of adoption on wider political and social processes. The major existing theoretical models of e-management adoption tend to stress the adoption of the technology [13], while the adoption of concepts or actual processes is of less concern

[2]. Despite this, there is also increased interest in multi-disciplinary approaches that associate elements of public administration, political science, and individual behavior with traditional considerations of the process of technology adoption [14]. This paper analyses the adoption of technology by individual sites and the influence on it of internal and external factors, based on the Unified Theory of Acceptance and Use of Technology (UTAUT).

A. Unified Theory of Acceptance and Use of Technology (UTAUT): UTAUT is a technology acceptance model formulated by

Venkatesh et al. (2003), in response to the argued weaknesses in both TAM and DOI [15]. It involves the characteristics of decision-makers (gender, age, previous ICT experience and voluntariness of use), and holds that four key constructs (performance expectancy, effort expectancy, social influence, and facilitating conditions) are direct determinants of usage intention and behavior, as well as the process of adopting the technology under consideration [2].

Figure 1. Unified Theory of Acceptance and Use of Technology Model

By [1]

Furthermore, these multidimensional aspects of the UTAUT model describe user acceptance in a more convincing way for useful discussion, because the model consists of the most common theories and models about use and acceptance of technology. Such evaluation of the constructs of the competing models would help researchers lay the foundation for an integrated research model of female end-user EDMS acceptance research.

B. The Role of Technology in the Advancement Of Women The influence of technology in improving the social

standing of women is recognized as highly significant and represents a major influence on our research objectives.

Gender

Social Influence

Performance Expectancy

Behavioural Intention

Effort Expectancy

Facilitating Conditions

Age Experience Voluntariness of Use

Use Behaviour

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Organizational culture has a significant effect on women in technology. Contemporary cultural activism depends strongly on linking culture as a means of both observation and accomplishment, so there is increasing use of information and communication technology by young women [16]. Proactive social support played a role in introducing the female population to IT, in terms of monitoring its effect on IT recruitment and retention [17]. [18] Suggested that the crucial difference in the number of women in Information Technology due to the significant systemic intervention in culture change. [19] indicated that schoolgirls who have studied Information and Communication Technology (ICT) become enablers in a diverse, meaningful and creative human context. The market of technology has been improved by women’s participation, because diversity is important in any firm and more women are needed in technology [20]. Worldwide, most jobs require familiarity with the technology which their organizations are associated with, which has provided opportunities for women [21]. It is essential to know the nature of the culture that women participate in during their improvement with technology. However, there is no evidence on women adopting technology in Saudi Arabia. This study used ideas from world-wide sources to inform the design of the research.

IV. RESEARCH SAMPLING The primary data was collected through questionnaires.

An online questionnaire was administered to all governmental sites with female employees in three organizations. The survey consisted of 26 questions; 19 close-ended questions and seven open-ended questions. [22] suggests that valid responses to questions can be increased by keeping the wording of each question and the visual appearance of the questionnaire simple. Also, the length of the questionnaire affects the rate of response, while it should cover the objective and the questions of the research [23] .The researcher looked for the differences due to dynamic influences: organizational context, user experience and demographic character.

V. DISCUSSION This chapter presents and analyses the data collected

from the online questionnaires based on the research objectives. The pertinent findings relating to female users’ acceptance of EDMS in Saudi Arabia and the factors that influence their approach are explored with regard to respondents in three organizations of respondents.

A. Identify The Key Influences on the Acceptance of The Electronic Document Management System Among Female Employees

1) The Personal Factors:

The investigation of female users’ acceptance of EDMS shows that each age group has a different level of acceptance. The main factors that affect the decision are their age, their

acceptance of training in EDMS, their recognition of the importance of this technology, and their experience in EDMS. These results concur with research carried out by [1], which found that users who accepted EDMS were aged from 21 to 50, and had EDMS experience. [3] argued that the importance of EDMS is the reason that his respondents accepted EDMS.

As can be seen in Table I and Table II below, the numbers of users who are classified in the majority of the results as either very satisfied or very dissatisfied with the acceptance of using EDMS is based on the basic points of the EDMS adoption in this research. The acceptance of EDMS by users is affected by different factors such as their work experience, the training they have received, their understanding of EDMS, the available support for them , and how important the users consider EDMS to be.

TABLE I. THE RESULTS OF THOSE VERY SATISFIED WITH ACCEPTANCE OF EDMS.

AG

E G

RO

UP

Very

sat

isfie

d A

ccep

tanc

e of

ED

MS

EDM

S EX

PER

IEN

CE

Trai

ning

Acc

epta

nce

of

EDM

S

Con

duct

ing

Trai

ning

in

EDM

S

Und

erst

andi

ng E

DM

S

EDM

S Su

ppor

t

Usi

ng E

DM

S

EDM

S is

Impo

rtan

t

20-29

28/47 59.6%

21

28

12

11

25

19

28

30-39

19/67 28.3%

18

19

9

19

17

10

19

40-49

5/25 20%

5

5

3

1

4

3

5

Over 50

3/5 60%

3

3

2

3

3

1

3

Total

55/144 38.2%

47

55

26

34

49

33

54/55

A possible reason for this is that female employees who

have EDMS experience, support from their manager and colleagues, self-training, and who fully understand the EDMS, are more likely to acknowledge the necessity of the EDMS in the organization, because they recognize the real advantages of EDMS use. On the other hand, the dissatisfied female users show a lack of understanding of EDMS as a result of weakness in their experience with EDMS, and insufficient training and support.

Therefore, the adoption of EDMS, as [24] mentioned, requires 80% of effort to be spent on cultural issues and only 20% on technology. However, the acceptance of EDMS among female employees might be increased if the majority of users are able to have training in EDMS and they already consider the use of EDMS to be a real part of management work. Even if they reject the system, they might change their answer after having training.

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TABLE II. THE RESULTS OF THOSE VERY DISSATISFIED WITH ACCEPTANCE OF EDMS

2) The Technological Factors: The influences of technological factors can be seen in the

usability and benefits of EDMS, in such a way that the female user can be influenced to adopt the EDMS. Firstly, the usability of EDMS may be reflected by the level of computer skills of the user, the time taken in using the computer during the work, conducting training courses in e-management, and using the computer and paper as part of the routine of their work. All of these have an impact on the decision of users on whether or not to accept the EDMS. These results confirm the effectiveness of using EDMS is related to concerns about the information system and working with documents, and concur with data found in research carried out by [9].

For instance, the vast majority of the female respondents, said that they spent more than 3 hours per day using the computer in their work. Therefore, one potential solution would be to require any managerial work to use computer knowledge and skills, e-management and the information system, which could help users of the EDMS to practise performance. In this case, other influences such as age and educational background will not be relevant to the technological factor considered in the context of the work, except to the extent that educated employees have a background in technology or science.

Secondly, the usefulness of EDMS has several advantages, which play a role in gaining the confidence of female employees in Saudi Arabia. These employees move to EDMS usage based on their own motivations. The main incentives in this regard are conserving paper and storage space, managing office documents, and managing paper file locations. These results concur with research carried out by [24], [25], [26], and [27]. Others mention that it is fast,

easier, accurate, and saves time – these findings are similar to those of [25] and [27]. Female staff are also led to accept EDMS due to their expectations, as a result of a deep belief in this technology, which can enable them to find out data quickly and flexibly. Despite other issues, such as whether or not they prefer it, the organization should work with this system and aim to build this recognition among employees, to deal with the system as part of skilful techniques and efficient performance.

3) Transactional Factors: There are several issues that affect female users’ decisions,

which can increase trust, make them more comfortable and able to deal with the risk. First of all, support from managers, colleagues, relatives and technical people, sharing experiences with others, and training – on the job, self-training, external training, and training during study- all have a positive impact on the adoption of the EDMS. In contrast, as the supervisor stated, “social and cultural pressures might decrease staff trust”. However, this impact can differ from user to user, depending on the nature of the work, self-discipline and the user’s experience of coping with the EDMS. It assumes that each user needs some specific service from the EDMS, so she does not need to consider all parts of it. But an effective user should be aware of the services, in case other users do not help her as they should. By having this awareness her experience will increase significantly. Next, the compatibility of EDMS can be noticed in the users’ understanding of EDMS, and using computers in their work as a routine part of doing their tasks, which is shown in Table I. This shows that the majority of female users use both a computer and paper. This certainly impacts on their understanding of the EDMS, which can delay their ability to cope with it easily. A similar result was found by [24] who argued that users who prefer using both the computer and paper have considered implementing the EDMS to be a disadvantage.

The last element of the transactional factors is risk, which can affect users’ implementation of the EDMS in regard to several issues. The results show that the obstacles to using EDMS are: training being non-existent or limited from the two universities, and the user’s background in the EDMS being mainly based on their own efforts in training and learning. Other employees in the medical Center, who had had both work-based and self-training, argued that the organization kept using traditional methods of document management.

This research shows the need for solutions which are likely to increase desire to accept the EDMS, as this will have actual benefits in increasing the sophisticated performance in office work. The supervisor of employee relations mentioned that progress in the application of the system could be improved by dividing the EDMS services and raising the awareness about it partially in order to improve the female staff performance. The majority of the respondents see that they need to make more effort themselves into training and learning, then job training and IT support. Therefore, the effort should come from both the organization and the users themselves in order to enhance the

Age

gro

up

Dis

satis

fied

Acc

epta

nce

of E

DM

S

EDM

S Ex

perie

nce

Trai

ning

acc

epta

nce

of E

DM

S

Con

duct

ing

trai

ning

Und

erst

andi

ng

EDM

S

EDM

S su

ppor

t

Usi

ng E

DM

S

EDM

S is

impo

rtan

t

20-29 12/47 25.5%

4 12 3 6 9 1 12

30-39 15/67 22.3%

11 15 8 3 14 1 15

40-49 9/25 36%

5 5 2 1 9 1 9

Over 50

0/144 0%

0 0 0 0 0 0 0

Total 36/144 25%

20 32 13 10 30 3 36

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performance of using and accepting the EDMS. It seems that the transaction is integrated with behavioral and managerial skills.

TABLE III. THE COMPATIBILITY OF THE EDMS

Pref

er u

sing

Wel

l- un

ders

tood

Part

ial

unde

rsta

ndin

g

Not

und

erst

andi

ng

at a

ll

Tota

l

Computer

18/34 (52.9%)

37/100 (37%)

3/9 (33.3%)

58/144 (40.3%)

Paper

0/34 (0%)

4/100 (4%)

1/9 (11.1%)

5/144 (3.5%)

Both

16/34 (47.1%)

59/100 (59%)

6/9 (66.7%)

81/144 (56.3%)

Total

34/144 (47.1%)

100/144 (69.5%)

10/144 (6.9%)

144 (100%)

B. The Current Understanding of EDMS This research has explored the major points that should

be indicated to recognize the knowledge of users in EDMS. Initially, users who have more experience of using EDMS are more reliable in realizing its benefits and vice versa. The number of staff in the two universities who missed the training in EDMS was 28 out of 57, 49.1% in university A, and 24 out of 46, 52.2% in university B. The possible reason for this is that each organization has different considerations in using EDMS, which can drive them either to prepare their staff to use EDMS to facilitate the business process or to keep using the traditional documents to spend more time and consume the staff’s efforts as well as to consume more paper. Therefore, this means that the nature of the organization's work is directly related to the realization of the benefits of EDMS by its staff.

Another point that might simplify the users’ understanding of EDMS is their acknowledgment of the benefits of EDMS, which have been discussed in the technological factors section in the first objective. The point is that without recognition of the usefulness of EDMS the users will not understand EDMS as it should be. In addition, the usefulness of sharing the experience was agreed by 99.30% of the participants in the questionnaire. This reflects the users’ insistence on understanding the EDMS by sharing it in the office with people or in the community. This outcome concurs with research carried out by [28] who argued that the involvement of each department is responsible for creating decision-making and for how particular documents are processed as well as for doing the task efficiently [5]. Therefore, administrators’ and supervisors’ role in the organization are more applicable with EDMS in conducting different types of transactions than the roles of mangers. Moreover, the users want their managers to be aware of the importance of the technology and the personal, technological and transactional advantages, as well

as the need for training in EDMS. Nevertheless, the understanding of EDMS is a controversial case, so the actual decision will certainly rely on the users themselves, recognizing the benefits and the experience of using it and sharing it with others, and finally being supported by training in general.

VI. THE RESEARCH FINDINGS This research has identified the factors of EDMS

acceptance in female staff, which are categorized as the strengths and weakness points in Table III:

TABLE IV. THE MAIN FINDINGS OF THE RESEARCH

Strengths points

Weakness points

1. The increased concerns about EDMS by staff and Organizations. 2. The recognition about the necessity to adopt EDMS. 3. The respondent agreed to have training course in the EDMs, and sharing the experience. 4. The majority of users are satisfied with EDMS. 5. Become more involved in administrative work. 6. The female users implement the EDMS immediately. 7. The advanced level of computer skill of female staff.

1. Organizations do not provide sufficient level of EDMS training. 2. Still using traditional methods (paper). 3. Little experience with EDMS. 4. Absence of awareness about the importance, the usages, and the services of the EDMS. 5. The usability of the EDMS specially the old users.

Thus, it seems that users’ acceptance of EDMS might be increased or decreased, depending on the nature of the organization’s activities, the attitudes of the users to be adopted with EDMS, and the extent of easiness of the EDMS software user interface. All users develop a psychological contract with their acceptance, which is based upon the trust in it, and achievement of their tasks. In return for commitment, motivation and, users expect satisfying acceptance. Therefore, the organizations must ensure that they take all- reasonable steps to develop and adopt the technology.

VII. CONCLUSION AND FUTURE WORKS This paper sets out to understand the main factors that

influence the acceptance of EDMS by female users in general and specifically in Saudi Arabia. There is strong support for investigating the research questions by conducting online questionnaires in three organizations. The research results have shown that the female staff have more concerns about technology such as EDMS, which is a great reflection from this research that could change the cultural perspective about them. The respondents were mostly well-

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educated, had used different types of ICT and were able to recognize the EDMS. The female users’ acceptance of EDMS was affected by the lack of awareness of their organizations, which are not providing a sufficient level of training and support that could increase their level of EDMS awareness and the skills of the employees in general. Finally, the findings of this research could be used to help in evaluating the e-management users, and improving the usability of EDMS as the research has been conducted within an academic organization and a medical center.

There are three recommendation for organizations. First, there should be mandatory training for all employees in EDMS, but it should be learned that in consequence .Second, it is necessary raise awareness of EDMS in the community, schools and universities. Thirdly, there is a need for director recognition for the importance of EDMS, and encouraging the employees to care about it. Further research should not be focused on the usage of EDMS by the staff and the organizations, but it should concern the study of the usability, simplicity of the EDMS software and support. Furthermore, it could examine the efforts that organizations have made to improve the women employees’ ICT and managerial skills. It would also be interesting to know if women who work in different occupations have different learning opportunities and barriers to accepting EDMS.

ACKNOWLEDGMENT A sincere gratitude and acknowledgment to the Ministry of

Higher Education in Saudi Arabia for the continuous help, care and support during the research journey and the study progress.

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