Developing and Implementing a Web Portal Success Model

The emergence and subsequent spreading of new technologies, such as Web portals, has changed the way peoplehandle information, communicate, share knowledge, and perform tasks. The use of different informationtechnologies and systems offers the potential for substantially improving performance not only at theorganizational level but also at the individual level. However, performance gains are often obstructed by users unwillingness to accept and use available systems and technologies. This paper aims at examining the role ofWeb portals in improving the overall performance at the individual level in terms of task productivity andinnovation, customer satisfaction, and management control. To this aim, the paper develops a Web portal successmodel and empirically validates it through the case of Aramex Company. The results support all formulatedhypotheses, except two which are related to the relationships between Service Quality and both: Intention toUse and Users Satisfaction. The developed model explained about 72% of the variance in employees performance. The study also shows its implications for theory and practice