A Study of the relationship between O2O Service Quality Characteristics, Perceived Usefulness, Flow Experience and Customer Value Co-Creation: Applying Technology Acceptance Model

2020 ◽  
Vol 24 (2) ◽  
pp. 165-191
Author(s):  
Taeuk Kim ◽  
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Customer Value ◽  
Quality Characteristics ◽  
Perceived Usefulness ◽  
Flow Experience ◽  
Acceptance Model ◽  
The Relationship

scholarly journals Impact of M-Banking Service Quality on Customer Satisfaction with the Role of Trust and Customer Value Co-Creation Intentions

2021 ◽  
Vol 3 (3) ◽  
pp. 228-250
Author(s):  
Anam Toqeer ◽  
Sadia Farooq ◽  
Syeda Fizza Abbas
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Customer Value ◽  
Mediating Role ◽  
Banking Service ◽  
Acceptance Model ◽  
The Relationship

This paper investigates the impact of various dimensions of mobile banking service quality on customer satisfaction with the mediating role of customer value co-creation intentions in the banking sector of Pakistan. Theoretical foundations of this study lie in the Technology Acceptance Model (TAM) and Service-Dominant (S-D) logic. Data was collected using a questionnaire from a sample of 383 respondents from 25 banks. Mediation and moderation analyses were conducted to explore the role of trust in creating customer satisfaction through the mediating role of customer value co-creation. The findings showed that m-banking service quality dimensions have a significant impact on customer satisfaction. Also, it was found that co-creation has a significant impact on customer satisfaction. Mediation analysis was conducted to see if co-creation mediates the relationship between m-banking service quality and customer satisfaction. There was found to be partial mediation between all dimensions of m-banking service quality and customer satisfaction. Moderation analysis was also conducted to check the role of trust. The findings revealed that trust moderates the relationship for only perceived ease of use of m-banking; however, trust doesn’t moderate the relationship for other dimensions of m-banking. This study will be beneficial for bank managers to adopt the strategies that help in co-creation by customers and hence enhance customer satisfaction in the existing competition for better services. This study will add to the existing literature by its novel findings and knowledge in the extended technology acceptance model.

scholarly journals Perceived usefulness, service quality and loyalty incentives: Effects on electronic service continuance

2007 ◽  
Vol 38 (3) ◽  
pp. 39-48 ◽  
Author(s):  
R. Naidoo ◽  
A. Leonard
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Positive Relationship ◽  
Marketing Research ◽  
Perceived Usefulness ◽  
Service Users ◽  
Electronic Service ◽  
Acceptance Model ◽  
The Relationship

This paper examines the interrelationships between perceived usefulness, service quality and loyalty incentives on e-service continuance. The Technology Acceptance Model (TAM) was adapted from the information systems (IS) literature and integrated with theoretical and empirical findings from prior marketing research to theorise a model of e-service continuance. Results from a survey of a financial healthcare’s e-service users indicate a positive relationship between perceived usefulness, service quality and loyalty incentives on continuance. Further analysis strongly suggest that continuance is determined solely by the higher perceived usefulness of the e-service while service quality is more effective at lower levels of perceived usefulness. Loyalty incentives did not moderate the relationship between perceived usefulness and continuance. Implications of these findings for firms contemplating e-service initiatives are discussed.

scholarly journals PENGARUH TRUST, RISK AND TECHNOLOGY ACCEPTANCE MODELS TERHADAP KEPUTUSAN NASABAH DENGAN MINAT NASABAH SEBAGAI VARIABEL INTERVENING

2017 ◽  
Vol 5 (1) ◽  
Author(s):  
Sri Ismulyaty ◽  
Wiwin Siswantini
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Internet Banking ◽  
Perceived Usefulness ◽  
Technology Acceptance Models ◽  
Banking Risk ◽  
Acceptance Model ◽  
The Relationship

Sri Ismulyaty dan Wiwin Siswantini: The purpose of this study was to determine the influence of trust, risk and technology acceptance models, perceived case of use, perceived usefulness, perceived of credibility, the customers' interest in using internet banking? And how to influence customers' interest in using internet banking to the decision in dealing with internet banking? As well as how to influence customers' interest in using internet banking mediates the relationship between trust, risk and technology acceptance models with decisions in dealing with internet banking?Discussion of the results of this study can be drawn the following conclusions: Trust affect the customers' interest in using internet banking, Risk affect the customers' interest in using internet banking, Perceived case of use affect the customers' interest in using internet banking, Perceived usefullnes affect the interest of the customer in using internet banking, Perceived of credibility affect the customers' interest in using internet banking, interest customers in using internet banking influence the decision in the transaction, interest customers in using internet banking may mediate the relationship between trust, risk and technology acceptance models with the decision in the transaction with internet banking.Key Words: Trust, Risk And Technology Acceptance Model Keputusan Nasabah, Minat Nasabah

Perceived Usefulness and Ease of Use of Mobile Government Services

2020 ◽  
Vol 11 (1) ◽  
pp. 1-16
Author(s):  
Isaac Kofi Mensah
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Government Service ◽  
Government Services ◽  
Acceptance Model ◽  
The Relationship

This study examined the moderating effect of electronic word of mouth (eWOM) communications on the relationship between the perceived usefulness (PU) and perceived ease of use (PEOU) of mobile government services and the intention to use mobile government services. The Technology Acceptance Model was used as the theoretical framework and the data analysis was done with SPSS. The results have shown that there was a significant moderating impact of eWOM on both the relationship between PU and PEOU and the intention to use mobile government services. In addition, perceived usefulness and perceived ease of use of mobile government service were significant in determining the intention to use mobile government services. Also, PEOU was found to be a determinant of the PU of mobile government services. The implications of these findings are discussed.

An expansion of the technology acceptance model applied to the halal tourism sector

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Izra Berakon ◽  
Muhammad Ghafur Wibowo ◽  
Achmad Nurdany ◽  
Hendy Mustiko Aji
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Ease Of Use ◽  
Partial Least Square ◽  
Perceived Usefulness ◽  
Young Generation ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Acceptance Model ◽  
The Relationship

Purpose The increasing number of tourists in the Muslim world every year has encouraged digital business developers and the Sharia banking industry to integrate halal product and service apps with the Sharia mobile banking system. The fourth wave of the industrial revolution has changed the consumer paradigm, creating a young generation that uses digital service transaction systems in their daily lives. This paper aims to investigate the factors that determine intention to use halal tourism apps amongst Muslim tourists to provide insights promoting the development of halal tourism in Indonesia. Design/methodology/approach The research was conducted using an online survey approach. The sample comprised 205 Muslim Millennial and Generation Z travellers. The data collected were analysed using partial least square structural equation modelling. There were three analysis stages: evaluation of the measurement model, assessment of the structural model and hypothesis testing. Findings The findings indicated that trust mediated the relationship between perceived ease of use and perceived usefulness on individual intentions and that halal knowledge positively and significantly impacted individual intentions. In contrast, religiosity was not a significant influence on individual intentions. Originality/value The paper expanded the technology acceptance model by incorporating the key constructs of halal knowledge, religiosity and trust into an integrated research framework; this represented a novel step, especially in the context of halal tourism. The finding that trust mediated the relationship between perceived ease of use and perceived usefulness fills a gap in previous research, which has rarely included the trust construct in technology acceptance models.

scholarly journals Investigating University Student’s Acceptance of Information and Communication Technology: Applying the Technology Acceptance Model

2021 ◽  
Vol 5 (1) ◽  
pp. 65-72
Author(s):  
Hadi Khalil Ismael ◽  
Aree Mohammed Ali
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Communication Technology ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Actual Use ◽  
Information And Communication ◽  
Acceptance Model ◽  
The Relationship

Building on the technology acceptance model (TAM), this study examines university student’s acceptance of information and communication technology (ICT) as a learning resource outside of the classroom. With the aim of looking more deeply into this subject, the study applied the technology acceptance model to recognize the effect of perceived usefulness on the student’s actual use of ICT with the existence of perceived usefulness as a moderator variable. Data were collected from 376 students from Duhok Polytechnic University in the Kurdistan Region of Iraq using a questionnaire survey consisting of 15 items developed based on the related literature. The results support that both perceived ease of use and perceived usefulness are key determinants of student’s actual use of ICT as a learning resource, and the relationship between perceived ease of use and actual use is moderated by perceived usefulness. Based on the findings, conclusions, implications, limitations, and an outlook for future studies were made. The originality of this study stems from the use of perceived usefulness as a moderator on the relationship between perceived ease of use and actual use of ICT among university students.

E-service quality and actual use of e-banking: Explanation through the Technology Acceptance Model

2019 ◽  
Vol 36 (4) ◽  
pp. 503-519
Author(s):  
Sheraz Ahmad ◽  
Sabeen Hussain Bhatti ◽  
Yujong Hwang
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Behavioral Intentions ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Actual Use ◽  
Technological Developments ◽  
Acceptance Model

Due to recent technological developments in banking, the use of e-banking is becoming increasingly widespread. This study explored the effect of e-service quality on actual use of e-banking services and explained it through the Technology Acceptance Model. A survey was conducted in Pakistan and 493 questionnaires were collected from e-banking users and the data was analyzed using AMOS 20 and SPSS 20. The results of the study indicate that e-service quality positively affects perceived usefulness, perceived ease of use and intention to use e-banking and perceived usefulness positively affects attitude towards using e-banking and behavioral intentions to use e-banking. Perceived ease of use affects attitudes towards e-banking and attitudes positively affect behavioral intentions to use e-banking and behavioral intentions further positively affect actual use of e-banking. The sequential mediation of attitude and intention has been confirmed between e-service quality and actual use of e-banking. This study has significance for the managers of banking industry and will enable them to influence the attitude of customers in favor of their services and also help them devise strategies to improve their profitability.

scholarly journals Behavior Intention to Use Online Zakat: Application of Technology Acceptance Model with Development

2021 ◽  
Vol 8 (1) ◽  
pp. 44
Author(s):  
Purwanto Purwanto ◽  
Muhammad Sulthon ◽  
Milna Wafirah
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Word Of Mouth ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Perceived Ease Of Use ◽  
Acceptance Model ◽  
The Relationship

<p><em>Indonesia is one of the countries with the largest Muslim population in the world, but the level of zakat is not too high. This can be seen from the low amount of zakat that has been successful compared to the potential for zakat. In view of this fact, the Zakat Management Organization (OPZ) implements a digitalization strategy for collecting zakat funds, including the Magelang Regency. </em><em>This study was conducted </em><em>to understand the intention of the community/muzakki to pay zakat online. This study uses the Technology Acceptance Model (TAM) theoretical framework by adding a moderating variable to electronic word of mouth (eWOM). This study used a quantitative approach with 135 respondents. Data were collected randomly from the Internet (online). Structural equation modeling (SEM) </em><em>and </em><em>partial least squares (PLS)</em><em> were used for data analysis. The findings of this study suggest that attitudes can be expressed by perceived ease of use</em><em>, perceived usefulness, and electronic word of mouth (eWOM). Meanwhile, behavioral intention in this study proved to be reliable by electronic word of mouth (eWOM) and attitude. The results of the moderation effect test prove that electronic word of mouth (eWOM) in this study weakens the relationship between perceived ease of use (PEoU) and attitude. Electronic word of mouth (eWOM) can assess the relationship between perceived usefulness (PU) and attitudes and behavioral intentions.</em><em></em></p>

Using Technology Acceptance Model to Study Customers’ Perception Towards Green Banking

Think India ◽  
2019 ◽  
Vol 22 (3) ◽  
pp. 402-409
Author(s):  
Deepak Shrivastava ◽  
Apurva Shrivastava ◽  
Gyan Prakash
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Perceived Risk ◽  
New Technology ◽  
Banking System ◽  
Point Of View ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Acceptance Model

Tech-friendliness in this new era is an important quotient considered and the persons’ acceptance towards the technology frequency matters a lot. But still the frequency varies from person to person, this brought in the concept of Technology Acceptance Model given by Fred Davis in 1989. The theory of TAM is based on two theories that are Theory of Reasoned Action and Theory of Planned Behavior, TAM is extended version of these two. Green Banking is a new technology introduced by the banks that focuses on the growth of Sustainable development and Banking system too. Thus, banks ask their customers to use it or practice it in their daily life transactions. But every customer has their own point of view on the usage of Green banking. Thus, the research aims to understand the customers’ perception towards the Green Banking for this TAM is used. The research states that Perceived risk is the primary factor that is followed by perceived usefulness and perceived ease of use that impacts the decision to use green banking. Thus, the behavioral intention results in actual use of green banking usage for which people are trying to accept the new technology. So, the banks have earned points for creating awareness among their customers but still they have to work hard and clarify their customers’ problems and vanish that hitch that is stopping them to use green banking easily.

FACTORS AFFECTING THE ADOPTION OF ELECTRONIC MONEY USING TECHNOLOGY ACCEPTANCE MODEL AND THEORY OF PLANNED BEHAVIOR

2019 ◽  
Vol 24 (1) ◽  
pp. 100-113
Author(s):  
Filona ◽  
Misdiyono
Keyword(s):  
Theory Of Planned Behavior ◽  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Electronic Money ◽  
Factors Affecting ◽  
Acceptance Model

With the rapid growth of information technology, electronic money has played an important and central role in the e-payment. Development of electronic money is able to create a trend less-cash society, which is a society’s behavior using non- cash transactions by utilizing the simplicity offered through electronic transactions. The purpose of this research is to determine the factors affecting the intention to use electronic money. We designed a questionnaire and used it to survey a simple random sampling of people who use of e-money in DKI Jakarta. The actual samples used for the study are 125 respondents. We analyzed the data using Structured Equation Modeling to evaluate the strength of the hypothesized effects. The result of the analysis showed that perceived ease of use has no significant effect on attitudes towards the use of e-money. Perceived ease of use has a significant effect on the perceived usefulness of e-money. Perceived usefulness has no significant effect on the intention to use e-money. Perceived usefulness has a significant effect on attitudes towards the use of e-money. Attitude has a significant effect on the intention to use e-money. Subjective norm has a significant effect on the intention to use e-money. Perceived behavioral control has no significant effect on the intention to use e-money. Keywords: electronic money, technology acceptance model, the theory of planned behavior.

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