Measurement of internal user satisfaction and acceptance of the e-justice system in Turkey

2016 ◽  
Vol 68 (6) ◽  
pp. 716-735 ◽  
Author(s):  
Ozlem Oktal ◽  
Ozlem Alpu ◽  
Berna Yazici
Keyword(s):  
User Satisfaction ◽  
Latent Variable ◽  
Justice System ◽  
Evaluation Model ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
System Quality ◽  
Design Quality ◽  
Content Type

Purpose The purpose of this paper is to develop an evaluation model for National Judiciary Informatics System (NJIS), which is an e-justice system forming part of e-government, based on the models and the theories of information systems (ISs). Design/methodology/approach The survey was conducted on 8,840 internal users working for judicial services in Turkey. The success of the NJIS as an e-justice system is evaluated using structural equation modeling (SEM). Findings The results show that while the most important factor is the latent variable information quality in the SEM created to analyze the satisfaction of internal users using the NJIS, other factors include perceived usefulness (PU), system quality, and service quality, respectively. It is found that design quality has affected directly and positively the perceived ease of use (PEoU) while PEoU has affected the PU in the same manner. Research limitations/implications This study was solely concerned with internal users. Therefore, a more comparative study in which other users such as lawyers and ordinary citizens can be incorporated is suggested. Related to internal user satisfaction of the e-justice system, it is explored whether or not internal users are satisfied with their information processing needs, the system’s efficiency, the number of process steps, technical office services, and the system in general. Originality/value The research presents a new developed evaluation model of e-justice system from an internal user perspective. Most evaluation models focus on system-centered evaluation or organizational structure while user-centered evaluation concerning judicial ISs has not been explored yet.

Factors influencing the behavioral intention to use food delivery apps

2017 ◽  
Vol 45 (9) ◽  
pp. 1461-1473 ◽  
Author(s):  
Eun-Yong Lee ◽  
Soo-Bum Lee ◽  
Yu Jung Jennifer Jeon
Keyword(s):  
Technology Acceptance ◽  
Structural Equation ◽  
Mobile Apps ◽  
Food Delivery ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
System Quality ◽  
Perceived Ease Of Use ◽  
Design Quality

We examined the relationships between the determinants that affect customers' use of food delivery apps. Using an extended technology acceptance model, we explored consumers' experiences in purchasing delivery food through mobile apps. We distributed a self-administered questionnaire online and used structural equation modeling to test the hypotheses. We found that user-generated information, firm-generated information, and system quality had a significant effect on perceived usefulness. In addition, system quality and design quality strongly influenced the perceived ease of use, which improved perceived usefulness, and in turn, perceived usefulness and perceived ease of use affected attitude toward the use of mobile apps. Practical implications for the food service industry are discussed.

Evaluating ERP systems success: evidence from Jordanian firms in the age of the digital business

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Aws Al-Okaily ◽  
Manaf Al-Okaily ◽  
Ai Ping Teoh
Keyword(s):  
Service Quality ◽  
Enterprise Resource Planning ◽  
User Satisfaction ◽  
Empirical Work ◽  
Resource Planning ◽  
Perceived Usefulness ◽  
Organizational Level ◽  
Equation Modeling ◽  
System Quality ◽  
Content Type

Purpose This paper aims to propose a theoretical extension of the information system success model (ISSM) to evaluate enterprise resource planning (ERP) success at an organizational level in Jordan. It explores whether information quality, system quality and service quality have a positive impact on both perceived usefulness and user satisfaction as antecedents of organizational impact. Design/methodology/approach A questionnaire was undertaken to gather data from chief information officers among Jordanian firms, with a total of 134 valid returns tested via partial least squares structural equation modeling. Findings The results showed that most of the research hypotheses proposed are empirically supported, with the exception of the influence of service quality on user satisfaction which was extremely low. Originality/value To the best of the authors’ knowledge, this is the first empirical work that measured ERP success from an organizational perspective in Jordan. It also provides insight into how the factor of perceived usefulness is incorporated into ISSM in the mandatory system case and its influences on organizational benefits.

User satisfaction with mobile websites: the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust

2014 ◽  
Vol 5 (3) ◽  
pp. 258-274 ◽  
Author(s):  
Muslim Amin ◽  
Sajad Rezaei ◽  
Maryam Abolghasemi
Keyword(s):  
Technology Acceptance ◽  
User Satisfaction ◽  
Structural Equation ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Mobile Users ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
The Impact

Purpose – The purpose of the study is to investigate the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust on mobile website satisfaction. Design/methodology/approach – A total of 302 valid questionnaires were collected to empirically test the research model. Structural equation modeling (SEM) was performed to evaluate the reliability and validity of the measurement model and structural models. Findings – The results show that there is a positive relationship between PEOU, PU and mobile users’ satisfaction. PU is positively related to trust and mobile users’ satisfaction. Moreover, trust positively influences mobile users’ satisfaction. Practical implications – Drawing on the technology acceptance model and trust theory, this study develops and empirically examines a model for consumers’ satisfaction to use mobile services. This study contributes new insights concerning the marketing literature by examining the impact of PU, PEOU and trust on mobile users’ satisfaction. Originality/value – The contribution of the study is significant for both mobile marketers and academicians in the era of the third-generation environment. This study is among the first few attempts to integrate the TAM with trust to determine mobile user satisfaction.

Investigating the role of mobile payment quality characteristics in the United Arab Emirates: implications for emerging economies

2020 ◽  
Vol 38 (7) ◽  
pp. 1465-1490
Author(s):  
Samar Mouakket
Keyword(s):  
United Arab Emirates ◽  
User Satisfaction ◽  
Quality Characteristics ◽  
Individual Characteristics ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Mobile Payment ◽  
Intention To Use ◽  
System Quality ◽  
Content Type

PurposeThis study contributes to the limited and rather fragmented research on mobile payment (m-payment) within a post-adoption context by identifying individual characteristics (personal innovativeness and m-payment self-efficacy) and m-payment quality characteristics (system quality, information quality and service quality) that can influence expectations about performance and effort of this technology. These two outcome expectations may affect user satisfaction with m-payment, which will in turn influence users' continued intention to use this technology.Design/methodology/approachA survey was carried out among university students in the United Arab Emirates who have used the m-payment method. Structural equation modeling technique was used to test and analyze both the measurement model and the structural model.FindingsIndividual characteristics are important in establishing users' expectations of the ease of use and usefulness of m-payment. However, of the quality characteristics, only system quality significantly affected users' expectations of the ease of use and usefulness of m-payment.Originality/valueThe findings of this study provide unique insights into the individual and quality characteristics that will eventually lead to continued intention to use m-payment. This will help businesses to develop appropriate marketing strategies to increase adoption and use of m-payment.

To stay or not to stay? Discontinuance intention of gamification apps

2019 ◽  
Vol 32 (6) ◽  
pp. 1423-1445 ◽  
Author(s):  
Cheng-Kui Huang ◽  
Chun-Der Chen ◽  
Yu-Tzu Liu
Keyword(s):  
User Satisfaction ◽  
Structural Equation ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Perceived Ease Of Use ◽  
Holistic View ◽  
Content Type ◽  
Factors Influencing ◽  
Gamification App

Purpose As the application of gamification is gaining great attention and has grown increasingly, thousands of these applications can be easily obtained from mobile phone stores, thus causing intensified competition and discontinuance of use accordingly. Besides, though understanding what factors influence the discontinuance of use of information systems (ISs) is critical for theoretical as well as practical reasons, studies pertaining to the saliency of the final phase, termination of an IS, are still limited. As such, the purpose of this paper is to propose a holistic view to fulfill the above-mentioned research gaps based on the expectation-confirmation model with other salient factors such regret, habit and gamification app values. Design/methodology/approach The context of a fitness gamification app is investigated. A total of 210 valid responses were received, and structural equation modeling was applied for data analysis. Findings The findings of this paper are as follows: among all factors influencing discontinuance intention, regret is the strongest, habit is second and gamification is third; among all factors affecting user satisfaction, gamification app value is the strongest, confirmation is second, perceived usefulness (PU) and perceived ease of use are third and regret is the last one; for factors influencing users’ habits, satisfaction is the strongest, following by PU and frequency of prior use; confirmation negatively influences the degree of regret; and confirmation positively influences PU. Originality/value This study highlights the important determinants influencing users’ discontinuance intentions in the context of gamification apps by incorporating two overlooked factors, regret and habit. Besides, this study suggests that app designers can not only increase user’s perceived value through external cooperation with other alternatives, but can be through internal enhancement with diverse services development as well.

The effect of perceived security and grievance redressal on continuance intention to use M-wallets in a developing country

2018 ◽  
Vol 36 (7) ◽  
pp. 1170-1189 ◽  
Author(s):  
Anup Kumar ◽  
Amit Adlakaha ◽  
Kampan Mukherjee
Keyword(s):  
User Satisfaction ◽  
Service Providers ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Perceived Ease Of Use ◽  
Continuance Intention ◽  
Content Type ◽  
Perceived Security ◽  
The Impact

Purpose Many developing countries, including India, are committed to curbing black money from the economy. Therefore, these countries are focusing on a transparent online transaction facility. M-wallets are one online option facilitated by various companies using a mobile application. The purpose of this paper is to investigate the impact of perceived usefulness, perceived security, perceived ease of use, trust, grievance redressal and satisfaction on young users’ intention to continually use M-wallet in India. Design/methodology/approach A research framework based on the expectation–confirmation theory has been formulated and tested empirically using data from M-wallets young users in India using structural equation modeling. Findings The analysis reveals that perceived usefulness and perceived ease of use significantly affect user satisfaction and intention to continually use M-wallets. The effect of perceived security on user satisfaction is significant, and grievance redressal mediates the effect of perceived security on intention to continually use M-wallets. Practical implications The outcome of the research will help M-wallet service providers and policy makers in planning the service and increasing customer’ continuance intention. Originality/value The uniqueness of this research is that it adds two important constructs for mobile payment systems (grievance redressal and perceived security) that were missing in the earlier model proposed by Zhou (2013). The addition of the two constructs helped in formulating a better model.

Assessing users satisfaction with web digital library: the case of Universiti Teknologi MARA

2016 ◽  
Vol 33 (1) ◽  
pp. 36-56 ◽  
Author(s):  
Mohamad Noorman Masrek ◽  
James Eric Gaskin
Keyword(s):  
Digital Library ◽  
User Satisfaction ◽  
Structural Equation ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Easy Access ◽  
Equation Modeling ◽  
Perceived Ease Of Use ◽  
Sampling Frame ◽  
Content Type

Purpose – The purpose of this paper is to examine the determinants of user satisfaction in the context of academic web digital library (DL). A model based on the re-specified information system success model was developed and tested using the structural equation modeling (SEM) technique. Design/methodology/approach – The study employed survey research methodology with self-administered questionnaire as the research instrument. The questionnaire was developed based on the instruments used by previous researchers. The population of the study was students enrolled for the bachelor’s degree in the Faculty of Information Management, Universiti Teknologi MARA, Malaysia. These students were chosen because of researcher’s easy access to the sampling frame. Descriptive analysis and inferential analysis which include SEM were executed using IBM SPSS and AMOS statistical software. Findings – The findings indicate that information quality, systems quality, service quality, perceived usefulness, perceived ease of use and cognitive absorption are significant predictor of users’ satisfaction with the web DL. Research limitations/implications – Instead of collecting data from students from various faculties, this study only covered students enrolled in one faculty. In the same light, as the respondents were from one faculty, they only report their experience of using one DL. Given these limitations, the results obtained are narrowed in terms of generalizability. The second limitation of the study is related to the predictor variables which only focussed on six variables only. Practical implications – From the practical viewpoint, the instrument that has been developed can be used as a diagnostic tool for continuous improvements of the DL. Originality/value – From the theoretical viewpoint, the study has developed an empirical based framework that depicts critical factors influencing DL satisfaction. Researchers specializing on the assessment of DL effectiveness can consider adopting the framework for future studies. Alternatively, the framework can be further extended by integrating other variables such as users’ characteristics or organizational characteristics.

Examining the intentions of a Ghanaian technical university students to use e-library

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Eugene Okyere-Kwakye ◽  
Khalil Md Nor
Keyword(s):  
University Students ◽  
Structural Equation ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Library Resources ◽  
Technical University

Purpose Electronic library (E-library) is a form of computer mediated system that uses electronic media, such as Web/internet devices and distributes resources to improve on the quality of teaching and learning. Students’ use of e-library for learning is essential and as such the government has invested hugely into its subscription for several university libraries in Ghana. However, most university students feel reluctant to use the e-library resources for their studies. The purpose of this paper is therefore to examine the factors that influence students’ intention to use e-library resources for their studies. Design/methodology/approach Questionnaire was used to collect data from 200 students from one Technical University in Ghana. Structural equation modeling (SmartPLS) was used to analyze the data. Findings The study found that accessibility, attitude, perceived ease of use, perceived usefulness and relevance to studies have positive significant effect on students’ attitude to use e-library. In addition, self-efficacy, subjective norm and attitude have positive significant influence on students’ intention to use e-library. Research limitations/implications Although the sample frame used for this study may be unique, but the total amount of data collected was limited to providing the general representative of the Ghanaian students in one particular university. Other researchers may consider collecting data from other universities to extend the sample frame for a larger sample size of students. Practical implications Academic administrators need to organize training and workshops on how to use the e-library portal for their search and other didactic assignments. Most importantly, students should be given IT or internet tutorials as foundation for the use of the e-library portal. Social implications Universities have to provide internet access such as hotspot and network routers at the labs, classrooms and other vantage points. It is believed that with these in place, adequate access to the internet would promote students’ engagement on the e-library facility. Originality/value The study examines the factors that influence students’ intention to use e-library resources for their studies in Ghana.

Smart shopping: the adoption of grocery shopping apps

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lee-Andra Bruwer ◽  
Nkosivile Welcome Madinga ◽  
Nqobile Bundwini
Keyword(s):  
Least Squares ◽  
Partial Least Squares ◽  
Latent Variables ◽  
Moderating Effect ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Grocery Shopping ◽  
Intention To Use ◽  
Content Type

PurposeThe purpose of this paper is to determine the key factors influencing the adoption of grocery shopping and to examine the moderating effect of education between antecedents of the adoption of grocery shopping apps and user attitude and intention to purchase.Design/methodology/approachThis study adopted partial least squares structural equation modeling (PLS-SEM) to evaluate the relationship between the latent variables: perceived usefulness, perceived ease of use, attitude and intention to use grocery shopping apps. Partial least squares multigroup analysis (PLS-MGA) was used to examine the moderating effect of education. A total of 305 grocery shopping apps users were surveyed using a structural questionnaire.FindingsThe results indicated that all the factors considered in the framework were significant in predicting the intention to use the grocery shopping apps. The findings show that education has no significant impact on any relationship.Practical implicationsA better understanding of the factors that affect the acceptance of mobile grocery shopping apps is important for developing better strategic management plans.Originality/valueThis is one of the first studies to research the adoption of grocery shopping apps in a developing country, as well as the first to focus on consumers in South Africa.

Understanding users’ behavioral intention to use voice assistants on smartphones through the integrated model of user satisfaction and technology acceptance: a survey approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mine Bertan Yılmaz ◽  
Kerem Rızvanoğlu
Keyword(s):  
Regression Analysis ◽  
Technology Acceptance ◽  
Behavioral Intention ◽  
User Satisfaction ◽  
Integrated Model ◽  
Perceived Usefulness ◽  
Intention To Use ◽  
System Quality ◽  
Content Type ◽  
Behavioral Intention To Use

Purpose This study aims to determine system quality (SQ) and information quality (IQ) characteristics of voice assistants (VA) on smartphones that are affecting users’ satisfaction and technology acceptance, and how these affect behavioral intention (BI) to use. Design/methodology/approach This study uses the integrated model of user satisfaction and technology acceptance to evaluate users’ behavioral intention to use VAs on smartphones. The model represents a causal chain from the key characteristics of SQ and IQ to beliefs and attitudes that ultimately affect use. An online survey was conducted with 75 university students, and the data was analyzed using multivariate analysis: Simple linear regression analysis and multiple regression analysis. Findings While SQ and IQ of VAs had stronger effects on perceived ease of use (PEU), information satisfaction and PEU showed significant influences on perceived usefulness (PU). The results supported the influence of PEU, PU, and attitude on BI to use but with lesser effect than what PU and attitude together had on BI. Research limitations/implications The sample was drawn from a population of students at a single and small university. Although this study received 160 responses, only 75 were appropriate for analysis. Originality/value There is no research, which adopts technology acceptance and user satisfaction approaches to VAs. To measure the causal effects, this study determined system and information characteristics that could explain SQ and IQ of the current VAs on smartphones. This study tested the proposed framework within the scope of the integrated approach.

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