University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
9. CHAPTER 9: USER PERCEPTIONS RELATED TO
BIOMETRICS
“Wisdom denotes pursuing the best end by the best means.”
Francis Hutcheson
Figure 9-1: Thesis roadmap – Chapter 9
___________________________________________________________________________________ 136
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
9.1 Introduction
This chapter provides an exploratory field study of “User perceptions related
to biometrics”, addressing the research question: “How user perceptions,
related to biometrics, should be taken into consideration to ensure success with
the implementation of identification through biometrics in Electronic
Business?” This chapter has the following sections:
q Discussing user perceptions related to biometrics that need to be
considered for biometric identification systems.
q Revisiting the Technology Adoption Model constructed in Chapter 6 –
Adoption of Technology.
q Listing additional use of biometrics as identified by the employees that
participated in the research study questionnaire.
q Summarizing additional comments by employees on the research study
problem statement presented to them.
q Illustrating the interest shown by the employees that answered the
questionnaire in receiving the research study results.
q Summarizing the results of the focus group with key employees that
responded to the research study questionnaire by discussing the
conclusions reached within Chapter 8 and 9 of the research study in order
to provide more insight into the employee’s perceptions and attitudes
before moving on to the chapter’s conclusion.
The answers and/or perceptions relating to the research questions will be
reported on by summarizing the findings in tables and schematic diagrams.
9.2 User perceptions
“The adoption of emerging technologies always takes longer than the Information
Technology (IT) industry would like it to.”
Phil Duff
___________________________________________________________________________________ 137
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
The research study questionnaire tried to obtain two views on how the
implementation of identification through biometrics in Electronic Business
should be handled to ensure success: one from a user perspective and one
from a developer/implementation perspective. This was done to establish if
the Technology Adoption Model as identified in Chapter 6 – Adoption of
Technology was correctly compiled.
9.2.1 User perspective
The employees were asked (Question 45): “In your opinion, as an individual
(user of the biometric identification system), how should the implementation
of identification through biometrics in Electronic Business be handled to
ensure success?” The employees’ responses are listed from the most to the
least mentioned answers to indicate the strengths of the themes:
q Pilot project – a pilot site for testing purposes should be constructed to
enable users can gain confidence in the process, testing through a pilot site
is extremely important, the users should be provided with the results of the
testing to ensure them that it is secure and the pilot projects should be
managed by well established organizations.
q Information – the general public should be informed, users need to be well
educated on how it will be implemented, how it will be used and how it
works and users need to be provided with a detailed user guide.
q Joint effort – the entire Electronic Business should work together to
achieve this and a single stringent standard, starting with the national ID
incorporating various accepted encrypted biometrics would ensure mass
availability for deployment.
q Ease of use – ergonomics is the key, easy installation and operating the
system with minimum maintenance.
q Legislation – Government and financial institutions should enforce the
adoption of biometrics and a legal admissible identification and
authentication standard would lay down all the groundwork required for
credibility.
___________________________________________________________________________________ 138
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
q Costs – a biometric identification system should be available to all and the
cost of implementing such a means of identification needs to be acceptable
to a large number of prospective users.
q Trust – face-to- face registration at central trusted point.
q Security – it must prove itself to be tamper-proof.
q General service – a biometric identification system should be implemented
as a service to the general public.
q Speed – should be fast with verification.
q Phased approach – should be implemented progressively and not replace
redundant systems outright.
q Freedom of choice – more than one means of biometric identification
needs to be offered by a business to ensure that those who are not
comfortable with a certain identification method or way are
accommodated.
q One employee commented that it should not be implemented before the
speed of the verification process has been improved.
The employees were asked (Question 44): “When will you, as an individual,
adopt biometrics as an identification system?” and the following table and
figure summarize their responses:
___________________________________________________________________________________ 139
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
Table 9-1: Biometric identification – user perspective
Themes Selected Rank
Question 44: When will you, as an individual, adopt biometrics as an identification
system?
As a brand new innovation 1 4
Entering the market as a beta version 0 5
Being implemented by various organizations 9 1
Well established in the market 9 1
Being used for a substantial period of time 8 2
Never 2 3
Figure 9-2: Biometric identification – user perspective
Biometric identification - user perspective
10 9 9
9 8
8
7
6
5
4
3 2
2 1
1 0
0
As a brand Entering the Being Well Being used for Never
new market as a implemented established in a substantial
innovation beta version by various the market period of time
organizations
9.2.2 Developer/implementation perspective
When the employees were asked (Question 49): “In your opinion, from a
developer/implementation perspective, how should the implementation of
identification through biometrics in Electronic Business be handled to ensure
___________________________________________________________________________________ 140
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
success?” The employees’ responses are listed from the most to the least
mentioned answers to indicate the strengths of the themes:
q Ease of use – it should be implemented as a quick and hassle free
identification system, it should be easy to install and to maintain, and it
should be configurable for future expansion and for easy change of user
details.
q Marketing – awareness campaigns should be launched, benefits should be
marketed to the Internet and the marketplace should be educated.
q Pilot sites – pilot and demo sites should be constructed and an innovative
organization should be used to test the biometric identification system on a
specific target market.
q Training – training should be offered by means of study groups and user
guides.
q Legisla tion – it should be implemented as a single sanctioned standard
developed by reputable partners.
q Costs – a biometric identification system should be available to all and the
cost of implementing such a means of identification needs to be acceptable
to a large number of prospective users.
q Trust – face-to- face registration at central trusted point.
q General service – a biometric identification system should be implemented
as a service to the general public.
q Phased approach – be implemented progressively and no t replacing
redundant systems outright.
q Hardware – packaged as part of PC hardware not issued by an
organization.
q One employee commented that it should not be implemented before the
speed of the verification process has not been improved.
The employees were asked (Question 48): “When, in your opinion, will an
organization adopt biometrics as an identification system?” and the following
table and figure summarize their responses:
___________________________________________________________________________________ 141
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
Table 9-2: Biometric identification – developer/implementation perspective
Themes Selected Rank
Question 48: When, in your opinion, will an organization adopt biometrics as an
identification system?
As a brand new innovation 0 5
Entering the market as a beta version 0 5
Being implemented by various organizations 13 1
Well established in the market 12 2
Being used for a substantial period of time 7 3
Never 1 4
Figure 9-3: Biometric identification – developer/implementation perspective
Biometric identification -
developer/implementation perspective
14 13
12
12
10
8 7
6
4
2 1
0 0
0
As a brand Entering the Being Well Being used for Never
new market as a implemented established in a substantial
innovation beta version by various the market period of time
organizations
___________________________________________________________________________________ 142
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
9.3 Technology Adoption Model – revised
This section revisits the Technology Adoption Model developed based on the
results of the questionnaire conducted to establish if any changes should be
made to the Technology Adoption Model reported on in Chapter 6 – Adoption
of Technology.
9.3.1 User perceptions
The user perceptions section of the Technology Adoption Model is based on
Davis’s (1989) technology acceptance model (TAM). The results of the
research study questionnaire sho w that the employees indicated that perceived
usefulness (PU) and perceived ease of use (PEOU) would definitely play a
role in their adoption of biometrics as an identification system. Their
comments are listed from the most to the least mentioned answers to indicate
the strengths of the themes:
q Ease of use of e-transacting on the Internet and within Electronic Business
is important.
q The employees perceive biometrics as a possible means of identification as
being a more workable solution than traditional methods, because it is
easier to use (a password and/or PIN need not be remembered) and it
provides a single log- in to multiple systems.
q The employees are willing to make use of any biometric identification
method as long as it is easy to use.
q Ease of use factors could probably prevent employees and/or organizations
from adopting biometrics as an identification system, as it could be to
complicated and difficult to use.
q On the other hand, ease of use factors could probably motivate employees
and/or organizations to adopt biometrics as an identification system based
on the simplicity of the biometric identification system.
q Ergonomics is the key – easy installation and operating the system with
minimum maintenance.
___________________________________________________________________________________ 143
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
q The implementation of a biometric identification system should be quick
and hassle free, easy to install and to maintain.
q The biometric identification system should be configurable for future
expansion.
q The biometric identification system should be configurable for easy
change of user details.
The employees indicated a need for information on biometrics as an
identification method. They suggested that the implementation should be
handled via pilot projects and as a phased approach, indicating that product
trial and repetitive usage play an important role for them in making sense of
the technology. They mentioned that new technology would lead to new,
different type of problems, meaning that they would only be able to reflect
accurately on the new innovation once it has been used for a period of time; in
other words, retrospectively. All these factors would eventually lead to an
adoption or rejection decision by the individual evaluating the innovation.
In other words, “user perceptions” related to biometrics play a vital role in the
adoption of technology and should form part of the Technology Adoption Model
developed for the research study. Further, based on the results of the research study
questionnaire, it was necessary for a new sub-section to be added to the Technology
Adoption Model developed for the research study, namely “social factors”.
9.3.2 Social factors
The results of the questionnaire indicate that the employees’ social factor
concerns include e-transacting security and/or fraud, information privacy, and
trust amongst participants within Electronic Business. The employees are
concerned about the impact of biometric identification, but realize that it can
provide them with additional security and better privacy protection, and that it
would help build trust amongst participants. They conclude by stating that
biometric identification would make them feel safer with regard to information
___________________________________________________________________________________ 144
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
privacy and e-transacting security, therefore making them as a trusting user of
Electronic Business. This statement alone shows how important it is to control
social factor influences, and the fact that social factors are interlinked and
should be addressed carefully, as one social factor will have an impact on the
other.
In other words, “social factors” have a definite impact on user perceptions related to
biometrics and should be added to the original Technology Adoption Model as
compiled in Chapter 6 – Adoption of Technology. The following figure illustrates the
revised Technology Adoption Model as defined for the research study problem
statement:
Figure 9-4: Technology Adoption Model – revised
9.4 Biometric identification – additional use
As part of the research study questionnaire the employees were asked
(Question 50): “Where else would biometric identification be of use outside
Electronic Business?” The employees’ responses are listed from the most to
the least mentioned answers to indicate the strengths of the themes:
q At retail outlets (goods suppliers and manufacturers).
q At buildings, warehouses, airports.
___________________________________________________________________________________ 145
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
q Police services for crime detection and prison visitor systems, where
visitors to inmates are subject to verification procedures in order that
identities may not be swapped during the visit.
q Public services (health institutions, internal affairs).
q Schools and other educational institutes.
q As access control and time-and-attendance systems.
q As verification on electronic cheques.
q ATMs.
q As part of credit card information to include with your signature.
q Vehicle and home security systems.
q UIF claims, pension payments and administration.
q In place of an ID book at voting stations during elections.
q Any environment that requires positive authenticated identification has a
use for biometrics, hence the preference for a universal standard like a
mobile biometric on a national ID.
9.5 Research study questionnaire – additional comments
Additional comments received from the employees that participated in the
research study questionnaire include the following statements (Question 51).
The employees’ responses are listed from the most to the least mentioned
answers to indicate the strengths of the themes:
q Innovations will only be adopted if enough economical benefits can be
gained.
q User convenience (ease of use) will play a role if the perceived benefits
surpass the costs.
q The technology is too expensive.
q Users should be informed, as they think it only exists in movies.
q Biometrics is a must for the future.
q Must be done in partnership with the government.
q Regulate standards and procedures (legislation).
q When can we implement it?
___________________________________________________________________________________ 146
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
q Should be used for identification and something else - added value e.g. are
people inside or outside a building?
q It is probably an inevitability in the marketplace, but feel that it will be
driven by the big corporations like Microsoft, IBM, etc. as a different
avenue for revenues, not from any real world requirement.
q All the solutions are currently in existence - the problem for adoption has
been lack of universal standards, and credibility from influential third
parties like government, despite their limited use of the technology
already.
q The method of identification being used will have to be considered with
regard to the possibility of one or both hands being injured and fingerprints
not being available. The same will apply to all the other methods or
biometric identification. Another reason for more than one method of
identification to be available.
To conclude, most of the employees have a positive attitude towards biometrics as an
identification system if the correct procedures are followed, relevant information is
made available, additional benefits are visible and it is easy to use.
9.6 Research result interests
The employees were asked whether they would be interested in receiving the
questionnaire results and the majority (twenty employees) stated that they
would, implying that there is a growing interest in biometrics as a means of
identification within Electronic Business. The results is summarized in the
following table and figure:
Table 9-3: Research result interests
Themes Selected Rank
Question 52: Would you be interested in receiving a copy of the thesis results?
Yes 20 1
No 6 2
___________________________________________________________________________________ 147
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
9.7 Focus group results
“In a changing world we must be prepared to change with it.”
Benjamin Franklin
Lastly, as part of the exploratory field study section of the research study, a
focus group discussion was held with key employees to discuss the
conclusions reached in Chapter 8 and 9. This was done to obtain additional
insight into the employees’ perceptions of and attitudes towards the research
study problem statement presented to them in the questionnaire. The
comments of the employees that participated in the research study focus group
are listed from the most to the least mentioned answers to indicate the
strengths of the themes:
1. They again stressed the need for more information on biometric
identification methods:
q What will biometric identification methods improve within Electronic
Business?
q What additional value can be obtained from using a biometric
identification method within Electronic Business?
q Can we trust biometric identification methods?
2. They suggested that a better understanding should be reached on why
certain identification methods are perceived to be more acceptable to users
than others. This is necessary to understand how user perceptions related
to biometrics should be addressed to ensure success with the
implementation of identification through biometrics in Electronic
Business. For example, individuals no longer carry cash, but prefer to pay
with a credit card, although such transactions could also lead to fraudulent
transactions. Is the one method perceived to be more or less secure than
the other? For example is a user- id, pin and password method perceived
to be more or less secure than a biometric identification method?
___________________________________________________________________________________ 148
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
3. The employees indicated that certain motivational factors would play an
important role in user perceptions related to biometrics. For example,
ease of use would probably motivate individuals to start using a new
innovation even though they are still not entirely comfortable with it, as
indicated in the “user perceptions” portion of the Technology Adoption
Model compiled for the research study.
4. They discussed the impact that different generations would have on user
perceptions relating to biometric identification methods within Electronic
Business.
5. Lastly, they mentioned that our current lifestyle would force individuals to
adopt new innovations e.g. an individual does not have the time to walk
from shop to shop to find the best buy, and so would go on to the Internet
for on-line shopping, even though they still think that using their credit
card number carries certain risks. Over time the first-glance risks seem to
fade and disappear until something happens that again alerts everyone to
the already known risks.
9.8 Conclusion
It was concluded in this chapter, Chapter 9 – User perceptions related to
biometrics, that there is seemingly still uncertainty regarding the
implementation of biometrics as an identification system amongst individuals
and organizations. The need was expressed for reassurance through phased
approach pilot projects, joint efforts between participants within Electronic
Business and the provision of additional information to the general public.
Individuals and organizations are only interested in using biometrics as an
identification system if it has already been implemented by various
organizations i.e. it is well established in the market and if it has been used for
a substantial period of time.
From the results of the research study, it was concluded that the Technology
Adoption Model developed for the research study would be of use in
___________________________________________________________________________________ 149
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
addressing user perceptions related to biometrics by adding a social factor
section to the model initially developed.
Figure 9-5: Technology Adoption Model – revised
The employees are definitely seeing the possibilities of biometrics and have
suggested interesting uses for biometrics that include ATMs, vehicle and home
security systems, UIF claims, access control and time-and-attendance systems,
schools, etc. This would seem to imply that they are willing to make use of
biometrics almost anywhere, anyplace. Furthermore, most of the employees
have a positive attitude towards biometrics as an identification system if the
correct procedures are followed, relevant information is made available,
additional benefits can be seen from the biometric identification system, and it
is easy to use. The employees were asked if they would be interested in
receiving the questionnaire results and the majority, twenty employees out of
the twenty-six that conducted the questionnaire, were interested in receiving
the research study results, implying that there is a growing interest in
biometrics as a means of identification within Electronic Business.
Lastly, results from a focus group held with key employees to discuss the
conclusions reached in Chapter 8 and 9 of the research study in order to
___________________________________________________________________________________ 150
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
University of Pretoria etd – Giesing, I (2003)
CHAPTER 9: User perceptions related to biometrics
___________________________________________________________________________________
provide more insight in to the emp loyees’ perceptions and attitudes were
provided.
This chapter has therefore, addressed the research question: “How user perceptions,
related to biometrics, should be taken into consideration to ensure success with the
implementation of identification through biometrics in Electronic Business?”
___________________________________________________________________________________ 151
Compiled by: Ilse Giesing
Submitted in fulfilment of the requirements for the degree MAGISTER COMMERCII (Informatics) in
the Faculty of Economic and Management Sciences at the University of Pretoria.
Copyright subsists in this work
