Empirical Analysis for E-Services Acceptance Model: Important Findings

Empirical Analysis for E-Services Acceptance Model: Important Findings

Kamaljeet Sandhu (University of New England, Australia)
DOI: 10.4018/978-1-4666-3658-3.ch019
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Abstract

This study investigates factors that influence the acceptance and use of e-Services. The research model includes factors such as user experience, user motivation, perceived usefulness, and perceived ease of use in explaining the process of e-Services acceptance, use, and continued use. The two core variables of the Technology Acceptance Model (TAM), perceived usefulness and perceived ease of use, are integrated into the Electronic Services Acceptance Model (E-SAM).
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The Research Model: Electronic Services Acceptance Model (E-Sam)

The research model includes e-Services acceptance and continued use of e-Services as dependent variables. The dependent variable, that is acceptance of e-Services, relates to: 1) the intention to navigate e-Services system, which makes way for user interaction; 2) the intention to use the e-Services system more for work, indicating that user interaction is facilitated; and 3) the likelihood of finding information quickly and so meets with user objectives. The other dependent variable is ‘continued use’ of the e-Services system in relation to international students’ use in areas other than work, success or failure in work, task focus, screen design personalisation, effects of incomplete information and unfriendly features. All of the variables were measured on six point Likert scales (see Figure 1).

Figure 1.

Electronic services acceptance model (E-SAM)

Ease of Use Factor

Ease of use (factor 1) was determined by international student response to items about how to use the e-Services system, learning to use those service, the flexibility in using the e-Services system, the level of effort that was required, the ease to use the e-Services system, navigation of the e-Services system, movement that related to accessibility of Web pages on the e-Services system, and information on the e-Services systems Web pages.

Usefulness Factor

Usefulness (factor 2) was determined from measures of e-Services system support, ability to do work quickly, work performance, work productivity, work effectiveness, ease of use, usefulness, and work usage of the e-Services system.

Experience Factor

International student experience (factor 3) was determined by measures of e-Services system control when interacting with the e-Services system, feelings of confusion in use, feelings of calmness when interacting with the e-Services system, feelings of frustration when faced with problems when using the system, ability to locate the e-Services system, the process of becoming skilled when interacting with the e-Services system, and knowing about e-Services system availability on the university’s website.

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