Exploring the intention to continue using web-based self-service

The popularization of Internet and the development of cloud computing have not only changed our lifestyles, but have impacted the ways in which enterprises relate with their customers. For example, customers and enterprises can now directly interact through web-based self-services (e.g., Internet banking, online ticketing, online bookstores, and online reservations) that do not require face-to-face interactions. Web-based self-services (WBSS) allow enterprises to proactively initiate contacts with customers and respond to their needs. Customers can also quickly access the services they want online, at any time and place, thus enhancing overall service efficiency. However, a review of the previous literature shows that most related studies have used the Technology Acceptance Model, which examines perceived usefulness, perceived ease of use and attitude toward use, in order to investigate user behaviors when operating a WBSS. In contrast, there are few studies that examine the impact of perceived usefulness and perceived quality features on the continued intention to use a WBSS. Therefore, this study applied the questionnaire method and investigated the relationships among users’ perceived usage characteristics, quality characteristics, satisfaction and continued usage intention with regard to WBSS. Based on the results, specific recommendations are provided for enterprises to enhance the intention to continue using WBSS.     

基于消费者接受理论的移动商务成功因素研究

近几年来中外移动商务呈现快速发展势态,以手机为终端的无线接入用户迅猛增加。B2C移动商务的成功主要取决于消费者的接受和使用。为此,从消费者接受问题的相关理论出发,结合B2C移动商务的消费者接受模型,研究B2C移动商务的成功影响因素,并从操作层面上提出相关成功因素的具体内涵。     

Users' intentions to employ a Point-Of-Sale system

This study proposes that task, technology, and individual characteristics affect the Point-Of-Sale (POS) utilization of employees in service industry, specifically in restaurants. The integrated technology acceptance model and task–technology fit (TTF) model is appropriate for explaining service employees' behavioral intentions to use POS. Data were obtained from 167 service employees. The hypothesized model resulted in a good fit, supporting all eight proposed hypotheses. The TTF construct was confirmed to be a mediator of task, technology, and individual characteristics affecting intention to use. Our integrated model is expected to help researchers and practitioners better understand why service employees choose POS for their tasks and, further, how the technology characteristics of POS and its fit-with-task characteristics in a service sector lead to service employee choices.     

Consumers’ Behavioral Intentions Toward Self-Service Technology in the Emerging Markets

ABSTRACT

Self-service technologies (SSTs) allow customers to offer their own service encounters via the interaction of electronic service interfaces or machines rather than by interacting with a firm's service personnel. This lack of personal interaction generates doubts and queries in the minds of the people, especially those unaware or less aware of these technology-based services. Such a situation is quite prevalent in the developing nations (like India), where still a large number of people are apprehensive about using the latest technologies. In this regard, the present study aims to develop an integrated model designed to predict and explain the various factors that influence customers’ behavioral intentions to use or not to use one particular SST (i.e., ATM services). The study finds that bank customers are less innovative and less optimistic to try out new technologies. Usefulness of the technology helps in developing positive attitude toward the technology, which in turn affects customers' intentions to use that technology.     

Consumer Acceptance of mHealth Services: A Comparison of Behavioral Intention Models

Recent appropriation of mobile devices to deliver health services is transforming the health care landscape, offering reduced costs and increased access for service providers and consumers. This article examines factors influencing consumers' decisions to adopt mobile health (mHealth) services through a comparison of three behavioral intention models. A national web-based survey of 482 French adults indicates that the model of goal-directed behavior (MGB) more fully, though less parsimoniously, explains consumers' acceptance of mHealth services. This research provides insight into the usefulness of the MGB in improving understanding of the determinants of behavior situated at the intersection of health, service, and technology.     

移动营销:基于短信息服务的消费者接受实证研究

作为一种新的广告和信息交流的途径,手机短信服务现已经普遍应用。在已有文献提出技术接受研究模型及其它相关理论研究的基础上,探讨消费者对于移动广告的态度和接受源技术接受和使用整合模型,创新扩散理论,任务技术匹配理论的整合模型,并进行实证研究。运用结构方程模型方法对调查数据进行分析,揭示消费者对于移动营销的整体态度,以及影响消费者接受的主要因素。     

Why Do Consumers Go Internet Shopping Again? Understanding the Antecedents of Repurchase Intention

Consumer intention of reusing online websites for shopping is a major consequence for an electronic commerce company's profitability. Therefore, understanding the factors that influence online customers' repurchase intentions is of great importance to the EC companies. Drawing on specific dimensions of Social Cognitive Theory (SCT), Information Systems continuance model, Technology Acceptance Model (TAM), and empirical findings from prior studies as antecedents, the related factors were adapted and integrated within the context of Internet shopping repurchase intentions and were tested in a field study. Empirical data for hypotheses testing were collected from the online virtual store of 7-ELEVEN in Taiwan, yielding 444 valid samples. The results show that online consumer repurchase intention is determined by satisfaction, perceived usefulness, perceived ease of use, and Internet shopping self-efficacy. Satisfaction is influenced by perceived usefulness, perceived ease of use, confirmation, and positive Internet shopping experience. Perceived usefulness, in turn, is influenced by behavior modeling, positive Internet shopping experience, Internet shopping self-efficacy, and confirmation. Confirmation is affected by positive Internet shopping experience and behavior modeling. In addition, confirmation has significant effects on perceived ease of use. Finally, positive Internet shopping experience appeared to have a significant impact on Internet shopping self-efficacy. From the empirical data, meaningful findings and conclusions are derived, and suggestions for future research are also discussed.     

User acceptance of ‘near field communication’ mobile phone service: an investigation based on the ‘unified theory of acceptance and use of technology’ model

Near-field communication (NFC) is a technology with service applications that include location-based service, mobile payment, peer gaming, and targeted advertising. Using the unified theory of acceptance and use of technology model, this study explores the factors that affect consumer acceptance of mobile phones with built-in NFC capability. The results indicate that Effort Expectancy has a positive effect on Performance Expectancy. Also, Performance Expectancy and Social Influence have a positive effect on Attitude Toward Use of Technology, but Anxiety has a negative effect on it. Finally, Attitude Toward Use of Technology is more significant than Facilitating Conditions in affecting Behavioral Intention.