Applying Keystroke Level Analysis to Facilitate the User Interface Design of Web-Based Complaint Management System (WCMS) at Universiti Utara Malaysia

The purpose of this study was to investigate the usability and user performance of Web-based Complaint Management System (WCMS) in Universiti Utara Malaysia (UUM). This study was evaluated the WCMS by predicting the execution time taken by the user to accomplish their task. Ten (10) users from Unive...

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Main Author:	Hasniah, Hassan
Format:	Thesis
Language:	eng eng
Published:	2009
Subjects:	QA76 Computer software
Online Access:	https://etd.uum.edu.my/1759/1/Hasniah_Hassan.pdf https://etd.uum.edu.my/1759/2/1.Hasniah_Hassan.pdf
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id	my-uum-etd.1759
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
topic	QA76 Computer software
spellingShingle	QA76 Computer software Hasniah, Hassan Applying Keystroke Level Analysis to Facilitate the User Interface Design of Web-Based Complaint Management System (WCMS) at Universiti Utara Malaysia
description	The purpose of this study was to investigate the usability and user performance of Web-based Complaint Management System (WCMS) in Universiti Utara Malaysia (UUM). This study was evaluated the WCMS by predicting the execution time taken by the user to accomplish their task. Ten (10) users from Universiti Utara Malaysia that known as active users of WCMS were interviewed to understand the problem of WCMS and also the process of the task flow. Task Analysis (TA) was used to identify the flow of task and scenario statement in WCMS. Simplified Hierarchical Task Analysis (HTA) was suggested to meet the objective of this study. Hierarchical Task Analysis (HTA) was used to identify the user task and described in graphically. Keystroke Level Model Analysis (KLM) was applied in this study to predict the user performance by evaluating the estimation time and focus on keystroke level operators with no goals, method or selection rules. The prediction time is calculated through summed up the estimation time of keystroke and mouse movement by a user to complete a task. The simplified HTA and the proposed task description were transformed into a mock-up user interface design layout that represents the prototype that would be developed by developer. The proposed model of WCMS allows users to carry out their task efficiently and effectively thus allows the organization to satisfy their customers.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Hasniah, Hassan
author_facet	Hasniah, Hassan
author_sort	Hasniah, Hassan
title	Applying Keystroke Level Analysis to Facilitate the User Interface Design of Web-Based Complaint Management System (WCMS) at Universiti Utara Malaysia
title_short	Applying Keystroke Level Analysis to Facilitate the User Interface Design of Web-Based Complaint Management System (WCMS) at Universiti Utara Malaysia
title_full	Applying Keystroke Level Analysis to Facilitate the User Interface Design of Web-Based Complaint Management System (WCMS) at Universiti Utara Malaysia
title_fullStr	Applying Keystroke Level Analysis to Facilitate the User Interface Design of Web-Based Complaint Management System (WCMS) at Universiti Utara Malaysia
title_full_unstemmed	Applying Keystroke Level Analysis to Facilitate the User Interface Design of Web-Based Complaint Management System (WCMS) at Universiti Utara Malaysia
title_sort	applying keystroke level analysis to facilitate the user interface design of web-based complaint management system (wcms) at universiti utara malaysia
granting_institution	Universiti Utara Malaysia
granting_department	College of Arts and Sciences (CAS)
publishDate	2009
url	https://etd.uum.edu.my/1759/1/Hasniah_Hassan.pdf https://etd.uum.edu.my/1759/2/1.Hasniah_Hassan.pdf
_version_	1747827200128712704
spelling	my-uum-etd.17592013-07-24T12:13:03Z Applying Keystroke Level Analysis to Facilitate the User Interface Design of Web-Based Complaint Management System (WCMS) at Universiti Utara Malaysia 2009-05 Hasniah, Hassan College of Arts and Sciences (CAS) College of Arts and Sciences QA76 Computer software The purpose of this study was to investigate the usability and user performance of Web-based Complaint Management System (WCMS) in Universiti Utara Malaysia (UUM). This study was evaluated the WCMS by predicting the execution time taken by the user to accomplish their task. Ten (10) users from Universiti Utara Malaysia that known as active users of WCMS were interviewed to understand the problem of WCMS and also the process of the task flow. Task Analysis (TA) was used to identify the flow of task and scenario statement in WCMS. Simplified Hierarchical Task Analysis (HTA) was suggested to meet the objective of this study. Hierarchical Task Analysis (HTA) was used to identify the user task and described in graphically. Keystroke Level Model Analysis (KLM) was applied in this study to predict the user performance by evaluating the estimation time and focus on keystroke level operators with no goals, method or selection rules. The prediction time is calculated through summed up the estimation time of keystroke and mouse movement by a user to complete a task. The simplified HTA and the proposed task description were transformed into a mock-up user interface design layout that represents the prototype that would be developed by developer. The proposed model of WCMS allows users to carry out their task efficiently and effectively thus allows the organization to satisfy their customers. 2009-05 Thesis https://etd.uum.edu.my/1759/ https://etd.uum.edu.my/1759/1/Hasniah_Hassan.pdf application/pdf eng validuser https://etd.uum.edu.my/1759/2/1.Hasniah_Hassan.pdf application/pdf eng public masters masters Universiti Utara Malaysia Adams B., Berner E and Wyatt J. R. (2004) Applying Strategies to Overcome User Resistance in a Group of Clinical Managers to a Business Software Application: A Case Study. Journal of Organizational and End User Computing; 16 (4); pg. 55, 10 pgs. Adam, D., A., Nelson, R., R., & Todd, P., A. (1992). Perceived Usefulness, Ease of Use, and Usage of Information Technology: A Replication. MIS Quarterly 16, 227-247. Ahmad, S. N. B. (2005). Customer relationship management (CRM): Students' satisfaction on UNITAR's customer relationship management. Paper presented at the Sosio Ekonomi & IT ke-3, Malaysia. 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Applying Keystroke Level Analysis to Facilitate the User Interface Design of Web-Based Complaint Management System (WCMS) at Universiti Utara Malaysia

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