Case Study Findings from Human Interaction with Web E-Services: Qualitative Data Analysis

Abstract

Case study findings may provide a deeper insight into human interaction with web e-services. The qualitative data that was captured in this study suggests that human interaction with web e-services may make the user task difficult, and that the user expectation about the system not meeting user requirements may downgrade the system's use. Introducing an e-services system without integrating the user-friendly characteristics may have the effect of introducing complexity. Initial staff impressions of the system were formed on the basis of their expectations. When task outcomes did not meet their expectations, staff tried and then avoided its use.