Application software packages, particularly those provided for groupware and intranets, are increasingly designed to be customizable by the end user. This dissertation examines the determinants and consequences of user groupware customization. Groupware customization is defined as creating new or modifying existing groupware applications. A theoretical model of customization is developed and then tested in three organizations that use Lotus Notes.
Prior studies of groupware did not consider user customization. The research model that was developed includes computer experience, training, education, management support, task complexity, customization self-efficacy, and perceived usefulness of customization as determinants of user groupware customization. Customization results in system use and impact. The model is an extension of existing theoretical behavioral models (technology acceptance model and perceived self-efficacy) that adds the concept of user groupware customization.
To test the model, 484 Lotus Notes users in three organizations were surveyed. The survey showed significant support for the hypotheses that computer experience, self-training, perceived usefulness of customization and customization self-efficacy are determinants of user groupware customization. User groupware customization was also shown to increase groupware use and impact significantly. Contrary to expectations, education, organizational support, and task complexity did not have a significant effect on the formation of customization self-efficacy.
The results of this research indicate that user groupware customization occurs at multiple levels, involving customization performed for personal productivity, customization to increase work group performance, and customization performed to benefit multiple work groups. The results also indicate a need for organizations to provide opportunities for users to gain hands-on practice in groupware customization and to encourage users to match customization to their job task needs.
A measure of user groupware customization was developed and validated. This measure provides a tool for future Lotus Notes research and can be adapted for research on other software packages and environments.
