A Study of Work Performance Influence by Communication Process,

Interactivity and Relation Network on Software Project Development

Team

An Example of Bank in Taiwan

Yin-Yih Chang

，Kuo-Chen Chou

， Chih-Hung Lin

1.Departmentof Information Management, Fu-Jen University, NewTaipei City, 24205, Taiwan

2. Institute of Business Administration, Fu-Jen University, NewTaipei City, 24357, Taiwan

Keywords: Computer Mediated Communication(CMC), Communication, Interactivity, Mutual trust, Relationship,

Work performance

Abstract: In this study, Instant Messaging(IM) software, E-mail software, social networking websites and knowledge

sharing platform for the independent variables, the process of communication, interaction, relation

networks, communication quality, mutual trust and work performance the impact study, this study used a

questionnaire survey method for IT project officers on commercial bank.The following three research and

found that:(1) CMC software will enable team members to communicate effectively and create an

atmosphere of mutual trust. (2)CMC software will make effective communication quality for team members

scattered in different places. (3)When the team members who use CMC software produce effective

communication quality and trust, it will significantly enhance work performance.

1 INTRODUCTION

Modern enterprises use the openness and

convenience brought by the Internet to improve team

performance.Computer Communication(CMC)

software is a tool that modern enterprises rely on

gradually, but not in any industry.Banking industry

has always been one of the highly regulated

industries, especially the internal network security

and digital transformation risk management strategy.

If it can be proved that the application of CMC

software is helpful to the communication and

interaction of financial industry. It will serve as a

reference for the financial industry.The purpose of

this research is to explore work performance

influence by communication process, interactivity

and relation network on software project

development team.

2 LITERATURE REVIEW

With the power of the social network, people can

interact with others, share information and expand

Personal Social Network by social networking

websites (Clemons, 2009). Social networking

websites provide people find people with common

interests, discuss each other, share photos, and share

personal information (Ahn, et al., 2007). "Perceived

Usefulness", "Perceived Compatibility",

"Technology Self-efficacy" and "Pressure from

Social Contact at Work" will affect the

organization's acceptance and adoption of IM

software (Vos, et al., 2004).The research suggested

that the use of instant messaging by organizations is

not only affected by the characteristics (usefulness)

of instant messaging and the characteristics of

workers themselves (compatibility and self-efficacy),

but also external influences of social pressure (social

pressure at work). Such as the influence of friends

and colleagues on workers.

IM software has considerable benefits in project

management communication(Hung et al., 2006). E-

mail and IM software are popular communication

methods for students. IM software has many

advantages over E-mail, such as expressing

emotions, establishing good relationships, and

improving user satisfaction (Lancaster, et al.,

2007).Team members gain high team performance

by using IM software.IM software is not only a

social tool, it can also help team members overcome

psychological barriers and enhance their willingness

to share knowledge (Ou, et al., 2010).

3 CONCEPTUAL FRAMEWORKS

We refer to the following research models:

Computer Communication Interactivity

Model(CMCIM), Media Synchronicity

Theory(MST) research Model (Ou,et al.,2011)and

Social Network Theory(SNT), Media Synchronicity

Theory(MST) research model (Ou,et al.,2013), then

combines social networking website as a research

model to explore the work performance influence by

CMC software on software project development

team of bank. The conceptual model of this study is

showed in Figures 1 below.

Figure 1:The research model.

The dimensions of the research model and

hypotheses described below:

1. IM software used at work:

IM software can improve active control (Nardi,

et al., 2000). Team members communicate will

increase team satisfaction by using real-time

communication software(Ou, et al.,2011). Using

IM software can affect the development of

friendship between members. (Hu, et al., 2004).

Combined above, the following hypotheses are

presented:

H1A: IM used at work has a positive

influence on Communication Process.

H1B: IM used at work has a positive

influence on Interactivity.

H1C: IM used at work has a positive

influence on Relationship Network.

2. E-Mail used at work:

E-mail is considered to be an appropriate CMC

tool (DeSanctis& Poole,1994;

Lee,1994;Ngwenyama& Lee,1997). The

following hypotheses are presented:

H2A: E-Mail used at work has a positive

influence on Communication Process.

H2B: E-Mail used at work has a positive

influence on Interactivity

H2C: E-Mail used at work has a positive

influence on Relationship Network

3. Social Network websites used at work:

Social networking websites help people find

people who share a common interest, discuss

each other, share photos, and share personal

information (Ahn, et al.,2007). the following

hypotheses are presented:

H3A: Social Network websites used at work

has a positive influence on

Communication Process.

H3B: Social Network websites used at work

has a positive influence on Interactivity

H3C: Social Network websites used at work

has a positive influence on Relationship

Network

4. Knowledge Sharing Forum used at work:

(Voelpel& Han,2005) advocates that in the

process of internal knowledge exchange,

knowledge is constantly magnified and

expanded in the context of sharing. Combined

above, the following hypotheses are presented:

H4A: Knowledge Sharing Platform used at

work has a positive influence on

Communication Process.

H4B: Knowledge Sharing Platform used at

work has a positive influence on

Interactivity

H4C: Knowledge Sharing Platform used at

work has a positive influence on

Relationship Network

5. Communication Process:

Rogers(1986) argued that communication is a

process by which information is shared to

understand each other, and the interrelated

process of information sharing in interpersonal

interaction is called network. Borzel(1998)

argued that the proposed network is based on

communication and trust. Combined above, the

following hypotheses are presented:

H5A: Communication Process has a positive

influence on Work Performance.

H5B: Communication Process has a positive

influence on Communication Quality.

6. Interactivity:

Cummings(2004) argued that interaction is an

important factor influencing team performance.

Costa(2003) argued that team interaction is

positively related to team performance, and

different degree of interaction affects task

performance, team satisfaction, attitude

commitment and continuous commitment.

Combined above, the following hypotheses are

presented:

H6A: Interactivity has a positive influence on

Communication Quality.

H6B: Interactivity has a positive influence on

Mutual Trust.

H6C: Interactivity has a positive influence on

Work Performance.

7. Communication Quality:

(Hambley, et al.,2007)argued that higher the

interaction between the members of the team,

the less super-vision. the following hypotheses

are presented:

H7A: Communication Quality has a positive

influence on Work Performance.

H7B: Communication Quality has a positive

influence on Mutual Trust.

8. Mutual Trust:

Mutual trust among employees has been seen as

a must (Panteli&Sockalingam, 2005). The trust

in the team has positive relationship with team

performance, team satisfaction and commitment.

High trust will produce better team performance

(Costa, 2003). Combined above, the following

hypotheses are presented:

H8: Mutual Trust has a positive influence on

Work Performance.

9. Relationship Network

(Ou, et al., 2010)argued that team members can

reduce the cost of searching knowledge by

sharing knowledge. The following hypotheses

are presented:

H9: Relationship Network has a positive

influence on Work Performance.

4 DATA ANALYSIS

4.1 Descriptive Statistical Analysis

We adopt convenience survey in this study, the

questionnaire was distributed to the information

project participants of each bank, and the paper

questionnaire and online questionnaire were

adopted. The paper questionnaire was issued to the

northern bank in Taiwan. The questionnaire was

issued on May 05, 2015, and 244 valid

questionnaires were collected. Information project

development for 6-10 years seniority of participants

most, ac-counted for 44.26%, more than 6 years

seniority, accounted for 81.9% of the whole.

From the questionnaire statistics, In the use of

IM software, Line is the most frequently used, with a

proportion of 41.35% and Microsoft Lync with

36.43%, while Skype accounts for 16.83%. In the

use of E-MAIL software, Microsoft E-mail was the

highest, accounting for 65.10 percent, compared

with 27.57 percent for Gmail. It can be seen that the

degree of relying on Microsoft E-mail is very high,

which is related to the choice of Microsoft Operation

System and Microsoft Office. In the use of social

networking websites, about 51 percent of people

have used it, half of whom have not used it.In the

use of knowledge sharing platform, Microsoft's

SharePoint is up to 52.80 percent. It’s the same

brand of the computer operating system used by

most companies. This product takes the pre-emptive

opportunities. The second is “Google Sites” 21.68%

and the third is Open KM 6.29%.

4.2 Reliability and Validity Analysis

In this study, the reliability and validity analysis

of SmartPLS and SPSS statistical software were

conducted.On reliability, using the method of

internal consistency Cronbach's alpha value as this

questionnaire reliability measure standard, the

results of the analysis as shown in table 1, the

various dimensions Cronbach's alpha values are

higher than 0.7 above, this study all dimensions

internally consistent method has a good reliability.

This study used convergent validity and

discriminant validity as the criterion for test validity.

Composition reliability (CR) is greater than or equal

to 0.7 and the average variance extraction (AVE) is

greater than or equal to 0.5. It can be seen from table

1 that the numerical values of each dimension of this

study are consistent, and therefore, all the

dimensions of this study have convergent validity.

In Discriminant validity, the average variance

extraction(AVE) method was used in this study.

Table 2 is the result of the AVE test in this study.

For each Dimension, the AVE value of diagonal

lines is greater than the square value of the

correlation coefficient between horizontal and

vertical. Therefore, the questionnaire data have

discriminative validity.

5 HYPOTHESIS VERIFICATION

RESULTS

In this study, the research model analysis, t

value, path coefficient and significance as show in

table 3.

Hypothesis 1A to 4A, independent variable was

respectively "used of IM software", "used of E-

mail", "used of social networking websites" and

"used of knowledge sharing platform". The

dependent variable was “communication processes”.

The results show that the independent variable is

0.336 for the dependent variable R Square. In terms

of statistical significance, the P-value significance

less than 0.05. therefore, hypothesis H1A, H2A and

H3A are all valid. Used IM software, used of E-mail

and used of social networking sites have a positive

influence on the communication process. Hypothesis

H4A is not established, which means that team

members do not think that the knowledge sharing

platform is an important means of communication.

Hypothesis 1B to 4B, independent variable was

respectively "used of IM software", "used of E-

mail", "used of social networking websites" and

"used of knowledge sharing platform". The

dependent variable was “Interactivity”. The results

show that the independent variable has 0.291 for the

dependent variable R Square. In terms of statistical

significance, the P-value significance less than 0.01.

However, the used of knowledge sharing platform

has no statistically significant influence on the

interaction. Therefore, hypothesis H1B, H2B and

H3B are valid, H4B is not valid. Used of IM

software is the most significant, and it means that

members of the project agree to interact with IM

software.

Hypothesis 1C to 4C, independent variable was

respectively "used of IM software", "used of E-

mail", "used of social networking websites" and

"used of knowledge sharing platform". The

dependent variable was “Relationship Network”.

The results show that the independent variable has

0.26 for the dependent variable R Square. In terms

of statistical significance, the P-value significance

less than 0.05. However, the use of knowledge

sharing platform has no statistically significant

influence on the Relationship Network. Therefore,

hypothesis H1C, H2C and H3C are valid, H4C is not

valid.

Hypothesis 5B, 6A, independent variable was

respectively "communication process” and

“Interactivity”. The dependent variable was

“communication quality”.The results show that the

independent variable has 0.42 for the dependent

variable R Square. In terms of statistical significance,

the P-value significance less than 0.001. Therefore,

hypothesis H5B and H6A are valid. The

“communication process” and “Interactivity” have

positive influence on the “Communication Quality”.

Hypothesis 6B, 7B, independent variable was

respectively "Interactivity" and "Communication

Quality". The dependent variable was “Mutual

Trust”.

The results show that the independent variable has

0.548 for the dependent variable R Square. In terms

of statistical significance, the P-value significance

less than 0.01. Therefore, hypothesis H6B and H7B

are valid.

Hypothesis 5A, 6C, 7A, 8, 9, independent

variable was respectively “Communication Process”,

“Interactivity”, “Communication Quality”, “Mutual

Trust”, “Relationship Network”. The dependent

variable is the Work Performance. The results show

that the independent variable has 0.608 for the

dependent variable R Square. In terms of statistical

significance, the P-value significance less than 0.05.

Therefore, hypothesis H5A, H6C, H7A, H8 and H9

are valid.

It can be seen from table 3 that except for the use

of knowledge sharing platform to other dependent

variables, all other hypotheses are valid. In terms of

statistical significance, the Interactivity has the

highest influence on the Mutual Trust. It also means

that information project developers will increase

their mutual trust by increasing interactivity during

the project development process. Figure 2 shows the

R Square, path coefficient, and significance of the

various configurations.

p<0.05* p<0.01** p<0.001***

Figure 2: Research model and path coefficient

6 CONCLUSIONS

The sample is based on people involved in the

development of financial information projects. From

the statistical evidence in this research and the

verification of the measurement tools, the results

show that the model proposed in this study has

26%~60.8% explanation power. It is pointed out

that, apart from the fact that the knowledge sharing

platform is not significant, all the other aspects have

significant influence. The results are as follows:

1. The research results indicate that the

management of the information project

development team should be able to improve the

quality of work by using CMC software in the

communication process, interactivity and

relationship network.

2. According to this research result, the information

project development team will enhance the

team's communication quality and mutual trust

when communicating and interacting with CMC

software, which will also significantly enhance

the performance of the work. However, most of

the information development project members

use IM software, E-mail software, and less

knowledge sharing platform. Team members

believe that knowledge sharing platform is used

for knowledge sharing rather than instant

interaction, so it is less willing to use knowledge

sharing platform.

3. When the project development has not been

completed, the knowledge sharing platform has

less influence on the performance of team

members, perhaps be influenced by after the

project development is complete.The application

of knowledge sharing platform to education

training after product completion may improve

the performance of other team members.Other

empirical research may be needed.

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APPENDIX

Table 1: Reliability, Component Reliability and Average Variation Extraction analysis

Dimensions

Reliability

Cronbach's Alpha

Component

Reliability

AVE R Square

Use of instant messaging software. 0.712 0.816 0.601

Use of Email software. 0.702 0.825 0.608

Use of Social Network web sites. 0.707 0.831 0.622

Use of Knowledge Sharing Platform 0.700 0.830 0.626

Communication Process 0.709 0.827 0.614 0.265

Communication Quality 0.891 0.914 0.606 0.420

Interactivity 0.867 0.894 0.515 0.291

Mutual Trust 0.850 0.890 0.576 0.548

Relationship Networ

0.854 0.896 0.632 0.260

Work Performance 0.884 0.905 0.502 0.681

Table 2: Reliability, Component Reliability and Average Variation Extraction analysis

Dimensions

Use of

instant

messaging

software.

Use of

software.

Use of

Social

Network

web sites.

Use of

Knowledge

Sharing

Platfor

Communicat

ion Process

Communicat

ion Quality

Interactivity

Mutual

Trust

Relationship

Network

Work

Performa

nce

Use of instant

messaging

software.

0.775

Use of Email

software.

0.747 0.780

Use of Social

Network web

sites.

0.191 0.269 0.789

Use of

Knowledge

Sharing

Platfor

0.356 0.278 0.277 0.791

Communication

Process

0.446 0.610 0.241 0.218 0.783

Communication

Quality

0.512 0.501 0.252 0.260 0.547 0.778

Interactivity

0.284 0.515 0.163 0.269 0.235 0.466 0.717

Mutual Trust

0.340 0.622 0.218 0.205 0.533 0.532 0.703 0.759

Relationship

Network

0.335 0.451 0.284 0.238 0.507 0.505 0.505 0.682 0.795

Work

Performance

0.289 0.417 0.282 0.319 0.581 0.404 0.581 0.699 0.682 0.710

Table 3: The research result

Hypothesis

Standardized

Coefficient

(Beta)

t Statistics p Value Result

H1A Using IM software -> Communication Process

0.336 3.190 0.001(**) Valid

H2A Using Email -> Communication Process

0.201 2.890 0.005(**) Valid

H3A Using Social Network web sites -> Communication Process

0.173 1.967 0.049(*) Valid

H4A Using Knowledge Sharing Platform -> Communication Process

0.065 0.531 0.596 not valid

H1B Using IM software ->Interactivity

0.265 3.178 0.001(**) Valid

H2B Using Email -> Interactivity

0.234 3.258 0.006(**) Valid

H3B Using Social Network web sites -> Interactivity

0.211 2.268 0.01(*) Valid

H4B Using Knowledge Sharing Platform -> Interactivity

0.154 1.131 0.189 not valid

H1C Using IM software ->Relationship Network

0.293 3.865 0(***) Valid

H2C Using Email -> Relationship Network

0.219 3.175 0(***) Valid

H3C Using Social Network web sites -> Relationship Network

0.222 2.582 0.01(*) Valid

H4C Using Knowledge Sharing Platform ->Relationship Network

0.171 1.592 0.1 not valid

H5B Communication Process ->Communication Quality

0.462 5.085 0(***) Valid

H6A Interactivity -> Communication Quality

0.357 3.865 0(***) Valid

H6B Interactivity ->Mutual Trust

0.675 8.329 0(***) Valid

H7A Communication Quality ->Work Performance

0.200 1.805 0.006(**) Valid

H7B Communication Quality -> Mutual Trust

0.260 2.812 0.005(**) Valid

H5A Communication Process ->Work Performance

0.199 1.144 0.049(**) Valid

H8 Mutual Trust -> Work Performance

0.466 4.612 0(***) Valid

H6C Interactivity -> Work Performance

0.259 3.101 0.009(**) Valid

H9 Relationship Network -> Work Performance

0.399 4.034 0(***) Valid

p<0.05* p<0.01** p<0.001***