Loughborough University Institutional Repository Computer-based information systems and their use by managers in Saudi Arabia and the UK ThisitemwassubmittedtoLoughboroughUniversity’sInstitutionalRepository by the/an author. Additional Information: • A Doctoral Thesis. Submitted in partial fulfillment of the requirements for the award of Doctor of Philosophy of Loughborough University. Metadata Record: https://dspace.lboro.ac.uk/2134/7759 Publisher: (cid:13)c Mufleh M. Alkahtani Please cite the published version. This item is held in Loughborough University’s Institutional Repository (https://dspace.lboro.ac.uk/) and was harvested from the British Library’s EThOS service (http://www.ethos.bl.uk/). It is made available under the following Creative Commons Licence conditions. For the full text of this licence, please go to: http://creativecommons.org/licenses/by-nc-nd/2.5/ COMPUTER-BASED INFORMATION SYSTEMS AND THEIR USE BY MANAGERS IN SAUDI ARABIA AND THE UK By MUFLEH M. ALKAHTANI A Doctoral Thesis Submitted in fulfilment the partial of requirements For the award of Doctor Philosophy the of of Loughborough University 1998 M. Alkahtani 1998 Copyright by Mufleh ABSTRACT for Computer-Based Information Systems (CBIS) are now widely used supporting business information for they tool that activities; are recognised as a can produce decision-making. The has both management present study utilised qualitative and data investigate to the quantitative methods of collection way computer-based information being for in Saudi Arabia. Some systems are used management purposes data have been in'the UK to the impact of also obtained examine comparatively information in business the computer-based systems on work of managers organisations in Saudi Arabia the UK. This has involved determining the that and examination uses CBIS, levels managers are making of and evaluating of satisfaction. The has firms, but has sample covered a range of concentrated particularly on oil banks. The for is Saudi Arabia depends this that on companies and reason choice for its For UK, has involved these two much of economic activity. the the study a three The first Shell, to the Saudi small sample of companies. was compare with Arabian The Astra Andaris. These two oil companies. other companies were and were high technology to selected as companies which were expected put considerable information emphasis on computer-based systems. In fulfil to the this order aims and objectives of study, a research model was developed, describes for the the the the which characteristics of approach study and The first investigation involved the variables considered. stage of subsequent a distributed in Saudi Arabia firms (72.1% 1000 questionnaire of questionnaires were UK firms (74 % 140 The returned) and of questionnaires were returned). second stage involved interviews in both Saudi Arabia (19 a series of carried out respondents) and UK (I I the respondents) with selected managers and selected computer centre managers. The findings CBIS is highly in Saudi the that main of study show already used Arabia, but (e. There to that training) some problems g. with still remain. also appear be differences between Saudi Arabia UK. some the and DEDICATIONS I dedicate this thesis to the brother Ayed (may soul and spirit of my god him). I had he have lived that to this redeem wished could see work. To beloved Huda for her my wife the generous support and sacrifices she has for made my sake. ACKNOWLEDGEMENTS I like to thanks to would express my sincere and appreciation a number of people have been this without whose support and encouragement work would not completed. First foremost, thanks to Professor A. J. Meadows, and grateful my supervisor, who provided prompt and effective guidance, encouragement and generous assistance His throughout each stage of my work. constructive support and considerate guidance to this thesis. His this made a significant contribution guidance and. support, made to work very easy complete. I Dr. R. P Sturges, for help to the time, am also most grateful great amount of and he has during this support given me work. My Dr. Ray G. Thorpý, for his help, thanks to this also go support and advice on work. My helped during thanks to those and appreciation companies which me my fieldwork, Shell, Astra, Andarais in UK, in the the such as and and all companies Saudi Arabia. My is Huda, for her to sincere gratitude extended as well my wife, caring, compassion during difficult I have the times and many sacrifices encountered while undertaking I for her this work. am extremely grateful continued-shared responsibility, support help finish for I to and my study, and also creating a good atmosphere while was home. working at Finally, family, thanks to my sincere and gratitude go out all members of my with a father thanks to very special my and mother who generously supported me morally for Also, thanks to brother Nasser for his and sacrificed much my sake. my go my help during support and my education. TABLE OF CONTENTS LIST OF TABLES vii ix LIST OF FIGURES ABBREVIATIONS x ONE: INTRODUCTION CHAPTER 1 1.1 Introduction 6 1.2 Aim the of study 6 1.3 Objectives the of study 7 1.4 Hypotheses 8 1.5 Definitions CHAPTER TWO: GENERAL BACKGROUND 11 2.1 Introduction 12 2.2 Geography 15 2.3 Climate 15 2.4 History 17 2.5 Government 19 2.6 Population 20 2.7 Language 20 2.8 Currency 20 2.9 Education 25 2.10 Econom 27 2.11 Saudi development Arabia plans 2.11.1 The first development (1970-1975) 28 plan 2.11.2 The development (1975-1980) 29 second plan 2.11.3 The development (19 8 0-19 8 5) 30 third plan 2.11.4 The fourth development (1985-1990) 32 plan 2.11.5 The fifth development (1990-1995) 33 plan 2.11.6 The development (1995-2000) 35 sixth plan CHAPTER THREE: SAUDI ARABIAN ORGANISATIONS AND INFORMATION TECHNOLOGY 3.1 Introduction 37 3.2 Business 38 organisation structure 3.3 The Royal Commission for Jubail Yanbu 44 and 3.3.1 Jubail 45 3.3.2 Yanbu 47 3.4 Saudi Arabian Basic Industries Corporation 48 3.5 Saudi Arabian Oil Company _51 3.6 The Council Saudi Chamber Commerce of of and 3.6.1 Information Centre 58 3.6.2 The Riyadh Chamber Commerce Industry of and _60 3.7 Banking 60 3.7.1 Arab bank 65 national 3.7.2 United Saudi Commercial Bank 66 3.7.3 The banks 66 other 3.8 IT training 67 centres 3.9 Arabisation 67 3.10 IT in Saudi Arabia 70 marketing CHAPTER FOUR: REVIEW OF PREVIOUS WORK 4.1 Introduction 73 4.2 Organisational 74 support 4.3 Information 87 technology the and manager, 4.4 User 95 satisfaction ii 99 impacts 4.5 Information technology 107 4.6 Business communication 113 4.7 Relevant research model 121 4.8 Summary CHAPTER FIVE: RESEARCH METHODOLOGY 128 5.1 Introduction 129 5.2 Research model 135 5.3 Research method 135 5.3.1 Use interviews of 141 5.3.2 Use of questionnaires, 144 5.3.3 The present study 146 5.4 Interview method 147 5.4.1 Interview content 149 5.5 Questionnaire method 152 5.5.1 Questionnaire content. 5.6 Pilot study _153 155 5.7 Selection of sample 157 5.8 Saudi Arabia survey 161 5.9 UK survey 163 S. 10 Data analysis CHAPTER SIX: DATA ANALYSIS-SAUDI ARABIA QUESINONNAIRE 6.1 Introduction 165 6.2 Background 166 variables 6.3 Assessment 173 the of computer systems, 81 6.5 Usage of computer systems _I 6.5.1 Applications 181 189 6.6 Tasks involving computer systems. 198 6.7 Correlations between tasks applications and 6.8 Correlations between 202 usage and satisfaction. . 6.9 Computer impacts 206 systems iii 6.10 Correlation between individual impact 213 usage and 6.11 Correlation between individual impact. 217 satisfaction and 6.12 Infrastructure facilities 220 and support 6.13 Correlation between 227 support and user satisfaction, CHAPTER SEVEN: DATA ANALYSIS-THE UNITED KINGDOM QUESIONNAIRE 232 7.1 Introduction 233 7.2 Background variables 238 7.3 Assessment the of computer systems 7.4 Managers 240 their and systems, 7.5 Usage of computer systems _242 242 7.5.1 Applications 7.6 Usage for 251 tasks of computer systems 7.7 Correlations between tasks. applications and ý260 7.8 Correlations between 261 type of usage and ease-of-usage 7.9 The impact 263 of computer systems 7.10 Correlations between individual impact 269 usage and 7.11 Correlations between individual impact 272 satisfaction and 7.12 Infrastructure facilities 274 and support 7.13 Correlations between 279 support and user satisfaction CHAPTER EIGHT: DATA ANALYSIS-INTERVIEW SURVEY 8.1 Introduction 281 8.2 Saudi Arabia 282 8.2.1 Computer 282 centres 8.2.2 Managers _286 8.3 UK 289 8.3.1 Computer 290 centres 8.3.2 Managers _292 iv