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Dekar Urumsah

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally…

Abstract

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

Details

E-services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-709-7

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Article

Samar Rahi, Majeed Mustafa Othman Mansour, Mahmoud Alghizzawi and Feras Mi Alnaser

Technology acceptance, especially internet banking adoption, has become a vital issue in the business world today. The potential of this technology is enormous. The…

Abstract

Purpose

Technology acceptance, especially internet banking adoption, has become a vital issue in the business world today. The potential of this technology is enormous. The purpose of this study is to ascertain determinants of internet banking adoption using unified theory of acceptance and use of technology (UTAUT) and electronic service (e-service) quality, which accounts for changes in user’s intention to adopt internet banking.

Design/methodology/approach

The authors collected data from customers of commercial banks using structured questionnaires. The data were collected in four weeks in the beginning of September 2017. A two-stage approach of confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used for data analysis.

Findings

The results reveal that integrated UTAUT model had significant influence on user intention to adopt internet banking. Findings of the SEM indicated that approximately 80 per cent of the variance in user intention to adopt internet banking was accounted by predictors. The study schematized that assurance is the most influential factor among all other technology and service quality factors. Additionally, performance expectancy and effort expectancy were found to be positive and significant mediator variables among website design, customer service and customer’s intention to adopt internet banking.

Practical implications

It is recommended that both website designers and managers should focus on technology and service quality factors to boost the confidence of internet banking users. Importance performance matrix analysis suggested that managers should provide assurance to internet banking users, so that they could maintain a long-term relationship with internet banking services. The study calls researchers to test the integrated UTAUT model in other electronic commerce (e-commerce) domains such as online booking or online shopping websites.

Originality/value

To the best of author’s knowledge, this study is the first that extend the UTAUT model with four e-service quality dimensions, namely, website design, customer service, assurance and reliability to investigate user’s intention to adopt internet banking in developing country context of Pakistan. More importantly, the mediating role of performance expectancy and effort expectancy is examined first time within integrated UTAUT model. Furthermore, the integration of UTAUT model contributes to the advancement of internet banking acceptance and offers useful insights to researchers and policy-makers on how to enhance internet banking acceptance among customers of commercial banks.

Details

Journal of Research in Interactive Marketing, vol. 13 no. 3
Type: Research Article
ISSN: 2040-7122

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Article

Samar Rahi and Mazuri Abd. Ghani

Understanding the main determinants of internet banking is important for banks and users. Although several prior research projects have focused on the factors that impact…

Abstract

Purpose

Understanding the main determinants of internet banking is important for banks and users. Although several prior research projects have focused on the factors that impact on adoption of technology, there is a limited empirical work which simultaneously captures technology-specific factors (PE, EE, WD, GAM) and customer-specific factors (GSC, INTRC) that help customers to adopt internet banking. Thus, the purpose of this paper is to verify how these factors influence individual behavior and motivate them to adopt new technology. The authors advance the body of knowledge on this subject by proposing moderating relationship of gamification between user’s intention to adopt and intention to recommend internet banking in social network.

Design/methodology/approach

To test the model the authors developed a quantitative study involving 398 internet users from five commercial banks. Data were collected in four weeks beginning of September 2017 from three large cities of Pakistan using convenience sampling approach. The theoretical model was tested using structural equation modeling (SEM).

Findings

The results indicate that intention to adopt internet banking is positively affected by performance expectancy, effort expectancy, website design, website characteristics and general self-confidence. Findings of SEM showed that approximately 72 percent of the variance in customer’s intention to adopt internet banking was accounted by predictors. Moderating effect of gamification suggested that the positive relationship between customer’s intention to adopt and customer’s intention to recommend internet banking will be stronger when gamification is higher. Importance performance matrix analysis (IPMA) suggested that among all other variables general self-confidence is the most important construct as it has the highest importance value in IPMA.

Practical implications

This study provides insightful guideline to practitioners, web designers and marketing professional that they should focus on both technology perspective and customer-specific factors to boost the confidence of internet banking users, while for researchers this study provides a basis for further development of technology adoption models in e-commerce domain.

Originality/value

This study contributes to the body of knowledge by adding game elements in technology perspective model and augments the e-commerce literature in the internet banking adoption context. To the date, this study is the first in its nature that investigates both technology-specific factors and customer-specific factors altogether to see the users influence toward technology adoption.

Details

The International Journal of Information and Learning Technology, vol. 36 no. 1
Type: Research Article
ISSN: 2056-4880

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Article

Kriti Priya Gupta, Rishi Manrai and Utkarsh Goel

The purpose of this paper is to investigate the factors influencing the behavioral intention to adopt payments banks services by Indian underbanked and unbanked population.

Abstract

Purpose

The purpose of this paper is to investigate the factors influencing the behavioral intention to adopt payments banks services by Indian underbanked and unbanked population.

Design/methodology/approach

The proposed model has assimilated factors from the Unified Theory of Acceptance and Use of Technology (UTAUT) along with perceived credibility. The factors of UTAUT include performance expectancy, effort expectancy, facilitation of conditions and social influence. Apart from testing the direct relationships of the model constructs with the behavioral intention to adopt payments banks services, the study has also explored mediating and moderating effects of certain constructs. The research model has been empirically tested using 660 responses from a field survey conducted in New Delhi – the capital city of India – by using the structured equation modeling (SEM) technique. The target respondents of the study are small businessmen and migrant laborers who are either underbanked or unbanked.

Findings

The findings of the study reveal that the model is able to explain 67.5 per cent of the variance in behavioral intention. The results indicate that all the factors are direct determinants of behavioral intention. Perceived credibility is found to be the strongest influencer of behavioral intention. The findings also indicate that perceived credibility partially mediates the relationships between “social influence and behavioral intention” and “performance expectancy and behavioral intention.” The relationship between performance expectancy and behavioral intention is also found to be moderated by facilitating conditions and effort expectancy.

Research limitations/implications

As this study is based on a convenience sample of respondents of only one city of India, this could negatively reflect on the generalizability of results across other cities. Moreover, the study has only focused on the perceptions of small businessmen and migrant laborers. This raises concerns regarding the applicability of the results for other segments of the current population that have different demographic characteristics (e.g. occupation, income, education level and technology experience). Modifying the conceptual model presented in this research to include “experience” and “age” as moderators can also be worth considering in future. Although this study has extended the UTAUT to include perceived credibility, the results of the explanatory power of the model indicate that there is still room for improvement. Therefore, including other constructs, e.g. hedonic motivation, perceived risks and trialability, could be a fruitful path forward. Future studies may also examine the factors influencing the actual use behavior of payments banks, rather than just behavioral intention.

Practical implications

The study looks forward to providing the payments banks service providers in India with suitable guidelines for effectively implementing and designing payments banks services. Specifically, the results of this study have provided clues for Indian payments banks service providers about the crucial role of perceived credibility in influencing the behavioral intention to adopt payments banks. Therefore, service providers have to initially be sure that payments banks are able to conduct financial transactions efficiently, securely and within less time, along with the availability of information required by customers to successfully use the services. Service providers should enhance customer confidence and trust by providing secure and reliable services. They should also emphasize on the positive safety measures of the payments banks during any marketing campaign rather than just creating brand awareness.

Originality/value

The study represents a substantial contribution to the existing knowledge regarding mobile payment channels in particular and technology acceptance area in general. In fact, this study presents a worthwhile direction by examining payments banks services, which, so far, have not been well evaluated in the Indian context. To the best of the authors’ knowledge, this is an early attempt toward a holistic and integrative approach to explain adoption of payments banks in India. Although prior studies have addressed mobile banking and mobile payment adoption, the strength of this research lies in combining the UTAUT constructs with perceived credibility. This is evidenced by the high explanatory power (67.5 per cent) of the research model adopted in this study.

Details

Journal of Asia Business Studies, vol. 13 no. 2
Type: Research Article
ISSN: 1558-7894

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Article

Choy-Har Wong, Garry Wei-Han Tan, Siew-Phaik Loke and Keng-Boon Ooi

The purpose of this paper is to explore the factors that influence users’ behavioral intention (BI) to adopt mobile social networking sites (mSNS) in facilitating…

Abstract

Purpose

The purpose of this paper is to explore the factors that influence users’ behavioral intention (BI) to adopt mobile social networking sites (mSNS) in facilitating formal/informal learning. Specifically, the study also investigates the association of mobility, reachability and convenience with performance expectancy (PE) and effort expectancy (EE).

Design/methodology/approach

Partial least squares structural equation modeling (PLS-SEM) approach was applied to test on 266 valid responses.

Findings

The findings indicated that learning compatibility (LC), PE, EE and copyright clearance (CC) has a significant effect on BI. The results also revealed that EE is influenced by mobility, reachability and convenience. PE however was found to be influenced by convenience.

Practical implications

The results of this study provides valuable insights and references for practitioners and mobile network providers in developing mSNS in facilitating learning.

Originality/value

While mSNS have the potential to become a new research area with numerous benefits for the learning community, there is little research on the adoption factors on mSNS in facilitating learning. This study therefore attempts to close the research gap by contributing to the mobile literatures.

Content available
Article

Patrick Holzmann, Christian Wankmüller, Dietfried Globocnik and Erich J. Schwarz

Mountaineering and related activities are increasingly becoming popular and are accompanied by an increase in medical incidents. Emergency operations in mountainous…

Abstract

Purpose

Mountaineering and related activities are increasingly becoming popular and are accompanied by an increase in medical incidents. Emergency operations in mountainous terrain are time-critical and often pose major logistical challenges for rescuers. Drones are expected to improve the operational performance of mountain rescuers. However, they are not yet widely used in mountain rescue missions. This paper examines the determinants that drive the behavioral intention of mountain rescuers to adopt drones in rescue missions.

Design/methodology/approach

This is a behavioral study that builds upon an extended model of the unified theory of acceptance and use of technology (UTAUT) and investigates the relationship between individual attitudes, perceptions, and intentions for drone adoption. Original survey data of 146 mountain rescuers were analyzed using moderated ordinary least squares (OLS) regression analysis.

Findings

Results indicate that the behavioral intention to use drones in mountain rescue missions is driven by the expected performance gains and facilitating conditions. Favorable supporting conditions and experience with drones further moderate the relationship between performance expectancy and behavioral intention. The effects for effort expectancy, social influence, and demonstrations were not significant.

Practical implications

Rescue organizations and stakeholders are recommended to consider the identified determinants in the implementation of drones in emergency logistics. Drone manufacturers targeting mountain rescue organizations are advised to focus on operational performance, provide sufficient support and training, and promote the gathering of practical experience.

Originality/value

A tailored-model that provides first empirical results on the relevance of personal and environmental factors for the acceptance of drones in emergency logistics is presented.

Details

International Journal of Physical Distribution & Logistics Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0960-0035

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Article

Charles Buabeng-Andoh and Charles Baah

This paper aims to develop and test a research model to explore the factors that influence pre-service teachers’ intention to use learning management system (LMS).

Abstract

Purpose

This paper aims to develop and test a research model to explore the factors that influence pre-service teachers’ intention to use learning management system (LMS).

Design/methodology/approach

A cross-section study was conducted. A survey questionnaire was used to collect data from participants. The total number of participants was 361 pre-service teachers. Partial least square structural equation model was used to analyze the data.

Findings

The findings of this study found that the research model explained approximately 43% of the variance in behavioral intention. Also, the findings revealed that attitude and social influence had an effect on behavioral intention to use technology, but the facilitating condition had no effect on behavior intention to use technology. Finally, performance expectancy, effort expectancy and social influence had an effect on attitude while facilitating condition had no effect on attitude.

Originality/value

In technology acceptance research, unified theory of acceptance and use of technology (UTAUT) and technology acceptance model (TAM) have been broadly designed and empirically tested to elucidate the determinants that impact users’ intention to operate technology in the developed world. However, research on the validation of TAM and UTAUT to explain the determinants that influence preservice teachers’ intention to use a LMS in developing countries is insufficient. Therefore, it is important to evaluate the efficacy of the integrated model of TAM and UTAUT to explain preservice teachers’ intention to use technology and explore the influential determinants that explain preservice teachers’ intention to use LMS.

Details

Interactive Technology and Smart Education, vol. 17 no. 4
Type: Research Article
ISSN: 1741-5659

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Article

Pável Reyes-Mercado

This paper aims to analyse the adoption of fitness wearables by using the unified theory of acceptance and use of technology (UTAUT). The study analyses the relative…

Abstract

Purpose

This paper aims to analyse the adoption of fitness wearables by using the unified theory of acceptance and use of technology (UTAUT). The study analyses the relative weights and causal combinations of antecedent variables on use and intention to use fitness wearables.

Design/methodology/approach

The study design involves two stages: first, from the perspective of variable-oriented analysis, a structural equation model is tested using partial least squares (PLS) technique on a sample of 176 adopters and a second sample of 187 non-adopters. Second, from the perspective of case-oriented analysis, a fuzzy set qualitative comparative analysis (fsQCA) identifies causal combinations of variables that lead to use of wearables by adopters and intention to use by non-adopters.

Findings

PLS results show that performance expectancy and effort expectancy have high net effects on use and intention to use for adopters. FsQCA analysis shows that current users follow a streamlined path to adoption. High beliefs on performance expectancy and effort expectancy are the main influences of intention to use a fitness wearable for non-adopters. In contrast to adopters, non-adopters may follow a number of paths to intention to use through performance expectancy, effort expectancy or facilitating conditions. This insight was apparent only after analysing the data sets by using fsQCA.

Research limitations/implications

For sake of parsimony, this paper tested UTAUT model instead of the more complex unified theory of acceptance and use of technology 2.

Practical implications

Marketers in the fitness category can enhance use and intention to use by utilising not one but a combination of causal factors such as performance expectancy, effort expectancy and facilitating conditions. Wide societal deployment of wearables depends on performance and expectations.

Social implications

The widespread use of mobile devices depends on performance expectancy and effort expectancy. To transit to a real knowledge economy, co-creation should occur at early stages of product development so that these expectations are shared and better products be developed.

Originality/value

This paper offers a nuanced understanding of fitness wearable adoption by analysing adopters and non-adopters through variable- and case-oriented techniques. It complements the one-linear-path perspective with a number of alternative causal combinations of variables that lead to use and intention to use fitness wearables. While the causal path for adopters is unique, there are a number of causal combinations of antecedents that lead to high intention to use in potential adopters.

Details

Journal of Systems and Information Technology, vol. 20 no. 1
Type: Research Article
ISSN: 1328-7265

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Article

Raja Jamilah Raja Yusof, Atika Qazi and Irum Inayat

The purpose of this paper is to monitor in-class activities and the performance of the students.

Abstract

Purpose

The purpose of this paper is to monitor in-class activities and the performance of the students.

Design/methodology/approach

A pilot study was conducted to evaluate the proposed system using a questionnaire with 132 participants (teachers and non-teachers) in a presentation style to record the participant’s perception about performance expectancy (PE), effort expectancy (EE), facilitating conditions (FC), usability expectancy (UE) and user’s satisfaction (S) based on unified theory of acceptance use of technology (UTAUT) model.

Findings

The results show that PE, EE, FC had positive and significant influence on the UE of the proposed system. The effect of EE and FC on UE was seen to be more in female compared to male participants. The teacher category considered the PE and EE as important factors in determining their decision to use the proposed system.

Originality/value

A real-time student(s) visualization system based on the concept of real-time student locating system using radio frequency identification technology is proposed. Concepts can be categorized within the Internet of Things in the education domain.

Details

The International Journal of Information and Learning Technology, vol. 34 no. 3
Type: Research Article
ISSN: 2056-4880

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Article

Khaled A. Alshare, Mohammad Kamel Alomari, Peggy L. Lane and Ronald D. Freeze

Expert systems (ES) design emulates expertise with the intention that the ES be used by non-experts. This study aims to predict end-user intention and use of ES by…

Abstract

Purpose

Expert systems (ES) design emulates expertise with the intention that the ES be used by non-experts. This study aims to predict end-user intention and use of ES by proposing a research model that extends the basic components of the unified theory of acceptance and use of technology (UTAUT) by including additional relevant factors to ES, including the expert domain, perceived relevance, reliability, quality of ES and management support, which directly and indirectly influence the end-user intention to use an expert system.

Design/methodology/approach

A structural equation model (SEM), using LISREL, was used to test the measurement and structural models using a sample of 205 end-users of expert systems in the USA. These users of expert systems come from a variety of domains. The factors include both internal and external factors for the individual level of analysis design of this study.

Findings

The results showed behavioral intention had the strongest effect on usage, followed by perceived relevance. With respect to the factors that impact intention, perceived relevance had the strongest total effect, followed by attitude. For attitude, effort expectancy had the strongest total effect, followed by management support and perceived relevance.

Research limitations/implications

The results of this study should assist decision-makers in planning training and communications about the use of expert systems so that the expert systems will be used as intended.

Originality/value

The originality of this work resides in the addition of external factors to the UTAUT model that helps provide advice to practitioners in the support needed to insure expert system implementation success.

Details

Journal of Systems and Information Technology, vol. 21 no. 2
Type: Research Article
ISSN: 1328-7265

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