Review of the impact of service quality and subjective norms in TAM among telecommunication customers in Jordan

Abstract

Purpose

Among the vast innovation that emerged through industrialized revolution is the cell phone, while innovation has made life simpler in the present day, society is winding up increasingly attached to it via email, bills payments, movie production, video conferencing, financial tracking, face booking, indigenous and national news, stocks exchange news as well as the weather prediction. This paper aims to examine the elements influencing the utilization of telecommunication among clients through cell phones.

Design/methodology/approach

The technology acceptance model (TAM) has been widely used in the arena of innovation utilization; nevertheless, modern-day models are inadequate with regards to the factors that influence purchaser use, as they are centered more around innovation rather than services. Additionally, in the theory of planned behavior, individual norms construct is suggested as social impact and is regarded to be an independent factor.

Findings

Equally, usefulness and ease of use have been disregarded in numerous writing in light of TAM and in view of the survey discoveries; there is a positive connection between service quality, subjective norms, perceived ease of use and perceived usefulness service.

Originality/value

The present paper proposed to the telecommunication establishments to firm-up interconnection between service quality and utilization purpose. It similarly enumerated equally theoretical and practical ramifications based on earlier writing and suggested future studies to concentrate more on the factors affecting Jordanian telecommunications utilization.

Citation

AL-Nawafleh, E.A., ALSheikh, G.A.A., Abdulllah, A.A. and bin A. Tambi, A.M. (2019), "Review of the impact of service quality and subjective norms in TAM among telecommunication customers in Jordan", International Journal of Ethics and Systems, Vol. 35 No. 1, pp. 148-158. https://doi.org/10.1108/IJOES-07-2018-0101