The moderating roles of subjective (perceived) and objective task complexity in system use and performance

This study builds on previous research by separating the effects of subjective (perceived) and objective task complexity to examine perceived task complexity as a positive moderator of the impact of decision support system (DSS) motivation on DSS use, and objective task complexity as a positive moderator of the effect of DSS use on performance. We manipulated task motivation and task complexity, and measured perceived task complexity, task motivation, and DSS motivation. The DSS also captured actual DSS use and the essential information for deriving the performance construct. The findings suggest that individuals report increased motivation in the high than low motivation task, and high task motivation leads to increased motivation to use the DSS to perform the task. Further, the results reveal that perceived task complexity decreases in the presence of the DSS and this highlights the importance of the DSS in alleviating cognitive resources which enhances user motivation to use the DSS, resulting in increased usage of the DSS to complete the task. The findings also accentuate the pivotal role of the DSS in assisting information processing of an objectively complex task which promotes the positive effect of DSS use on performance.