scholarly journals Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development

2021 ◽  
Vol 13 (14) ◽  
pp. 7625
Author(s):  
Dung Minh Nguyen ◽  
Yen-Ting Helena Chiu ◽  
Huy Duc Le
Keyword(s):  
Sustainable Development ◽  
Customer Service ◽  
Structural Equation ◽  
Information Quality ◽  
Service Providers ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
System Quality ◽  
Continuance Intention ◽  
Information Systems Success

To improve customer experience and achieve sustainable development, many industries, especially banking, have leveraged artificial intelligence to implement a chatbot into their customer service. By integrating DeLone and McLean’s information systems success (D&M ISS) model and the expectation confirmation model (ECM) with the factor of trust, the aim of this study was to investigate the determinants of users’ continuance intentions towards chatbot services in the context of banking in Vietnam. A total of 359 questionnaire surveys were collected from a real bank’s chatbot users and analyzed using structural equation modeling. The findings revealed that users’ continuance intentions towards the banks’ chatbot services were influenced by satisfaction, trust, and perceived usefulness, of which trust had the strongest effect. The results also indicate that information quality, system quality, service quality, and confirmation of expectations had significant effects on three drivers of continuance intention in different ways. Our study contributes to the literature by providing a more comprehensive viewpoint to understand the perceptions and reactions of chatbot users in the post-adoption stage. The results of this study also yield several key suggestions for banking service providers on how to increase their customers’ intentions to continue using chatbot services, serving as a basis for long-term and sustainable development strategies in the current digital era.

scholarly journals What Makes Hosts Trust Airbnb? Antecedents of Hosts’ Trust toward Airbnb and Its Impact on Continuance Intention

2019 ◽  
Vol 59 (4) ◽  
pp. 686-703 ◽  
Author(s):  
Yichuan Wang ◽  
Yousra Asaad ◽  
Raffaele Filieri
Keyword(s):  
Structural Equation ◽  
Information Quality ◽  
Service Providers ◽  
Economic Value ◽  
Sharing Economy ◽  
Social Utility ◽  
Equation Modeling ◽  
System Quality ◽  
Continuance Intention ◽  
Information Systems Success

Sharing economy platforms are growing at an unprecedented rate. Travel and tourism scholars have been focusing on customers’ sharing intention, yet the literature has largely overlooked what makes sharing service providers trust a sharing economy platform and decide to continue using it. Drawing on sociotechnical theory and the information systems success model, in conjunction with privacy concerns and economic value perspectives, this study develops an integrated model of antecedents and consequences of trust toward sharing economy platforms. Data from 606 Airbnb hosts were analyzed through structural equation modeling. Our research documents the importance of social antecedents (i.e., social value orientation and social utility), technical antecedents (i.e., system quality, service quality, and information quality), economic antecedents (i.e., monetary rewards) and privacy assurance antecedents (i.e., perceived effectiveness of privacy policy) in shaping hosts’ trust toward Airbnb, thereby enhancing their continuance intention with regard to using the platform.

E-SERVCON and E-Commerce Success

2016 ◽  
pp. 816-838 ◽  
Author(s):  
Jung-Yu Lai
Keyword(s):  
Information Systems ◽  
Structural Equation ◽  
Information Quality ◽  
Quality System ◽  
Perceived Usefulness ◽  
System Quality ◽  
Continuance Intention ◽  
Information Systems Success ◽  
Information Systems Management ◽  
Service Convenience

Convenience has become an important indicator of e-commerce systems success. Based on the information systems management and marketing literature, this study explores how customer convenience in using functions and services affects e-commerce systems success. It proposes and analyzes a re-specified e-commerce system model based on the updated DeLone and McLean Information Systems Success Model with a new variable, e-commerce/electronic service convenience. The proposed model re-specifies and validates e-commerce systems success where continuance intention is proposed as a dependent variable and its relationship with independent variables such as information quality, system quality, e-service convenience, perceived usefulness and satisfaction are discussed. Partial least squares structural equation modeling technique is employed to analyze data collected by 210 users of business-to-consumer e-commerce systems in Taiwan. Findings indicate that continuance intention was found to be influenced by both satisfaction and perceived usefulness, which were found to be significant precursors of information quality, system quality, and e-service convenience. These results strongly support our contention that e-service convenience is an important factor affecting e-commerce systems success. They also offer practitioners and managers deeper insights into successful e-commerce systems implementation as well as aid researchers interested in testing related theories.

E-SERVCON and E-Commerce Success

2014 ◽  
Vol 26 (3) ◽  
pp. 1-22 ◽  
Author(s):  
Jung-Yu Lai
Keyword(s):  
Information Systems ◽  
Structural Equation ◽  
Information Quality ◽  
Quality System ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
System Quality ◽  
Continuance Intention ◽  
Important Indicator ◽  
Service Convenience

Convenience has become an important indicator of e-commerce systems success. Based on the information systems management and marketing literature, this study explores how customer convenience in using functions and services affects e-commerce systems success. It proposes and analyzes a re-specified e-commerce system model based on the updated DeLone and McLean Information Systems Success Model with a new variable, e-commerce/electronic service convenience. The proposed model re-specifies and validates e-commerce systems success where continuance intention is proposed as a dependent variable and its relationship with independent variables such as information quality, system quality, e-service convenience, perceived usefulness and satisfaction are discussed. Partial least squares structural equation modeling technique is employed to analyze data collected by 210 users of business-to-consumer e-commerce systems in Taiwan. Findings indicate that continuance intention was found to be influenced by both satisfaction and perceived usefulness, which were found to be significant precursors of information quality, system quality, and e-service convenience. These results strongly support our contention that e-service convenience is an important factor affecting e-commerce systems success. They also offer practitioners and managers deeper insights into successful e-commerce systems implementation as well as aid researchers interested in testing related theories.

An empirical study on continuance intention of mobile social networking services

2014 ◽  
Vol 26 (2) ◽  
pp. 168-189 ◽  
Author(s):  
Lingling Gao ◽  
Xuesong Bai
Keyword(s):  
Information Quality ◽  
Service Providers ◽  
Network Size ◽  
Perceived Usefulness ◽  
Mobile Service ◽  
System Quality ◽  
Continuance Intention ◽  
Content Type ◽  
Factors Affecting ◽  
Mobile Sns

Purpose – Users' continuance intention is vital to the future of mobile social networking service (SNS) with rapid development and intensive competitions among its providers. The purpose of this research is to identify the factors affecting mobile SNS users' continuance intention. Design/methodology/approach – Data from an online survey administered to 228 mobile SNS users are used to test the research model through the use of structural equation modelling. Findings – The results show that flow, perceived usefulness and satisfaction determine continuance intention of mobile SNS. Moreover, the authors found that referent network size and perceived complementarity are the main factors affecting flow, whereas information quality is the main factor affecting perceived usefulness. Only system quality significantly affects satisfaction. Practical implications – The results imply that mobile service providers need to take the functional characteristics of the mobile SNS (e.g. system quality and information quality), network externalities (referent network size and perceived complementarity) and flow experience into consideration when encouraging users' continuance intention towards mobile SNS. Originality/value – Extant research has focused on initial adoption and usage of mobile SNS and has seldom considered post-adoption usage, which is critical to mobile service providers' success. This research tries to fill the gap by examining continuance intention to use mobile SNS. The theory embedded within the IS success model, network externalities and flow theory articulated that these three research domains can be integrated to better understand the factors that influence mobile SNS users' continuance intention.

scholarly journals E-Health System Characteristics, Medical Performance, and Healthcare Quality at Jordan’s Health Centers

2021 ◽  
Vol 2021 ◽  
pp. 1-7
Author(s):  
Malik Bader Alazzam ◽  
Husam Al Khatib ◽  
Walid Theib Mohammad ◽  
Fawaz Alassery
Keyword(s):  
Beneficial Effect ◽  
Patient Care ◽  
Technology Acceptance ◽  
Structural Equation ◽  
Information Quality ◽  
Health Information System ◽  
Medical Personnel ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
System Quality

This research explores how e-health systems’ features (information quality, quality of the system, usability perceived, and perceived usefulness) contribute to improving medical personnel performance in medical centers, patient care, and physician-patient interactions in Jordan. The objective is to evaluate a single integrated model consisting of the technology acceptance model. This study used the logical research method and approach. A collection of data from 212 medical personnel working in 19 healthcare facilities throughout Jordan were gathered. To analyze the data collected and test the hypotheses of the research, a partially square/structural equation modeling method has been employed. The study found that the health information system (HIS) information quality has a direct and indirect beneficial effect on the performance of the staff, beneficial effects on patient care alone, and only favorable, indirect effects on the doctor-patient relationship. On the contrary, system quality was shown to influence directly and indirectly and to have a direct and indirect beneficial effect both on the connection between doctors and patients. Remember that the HIS has accessibility, speed, and mistake detection and avoids error issues. These shortcomings are suggested to be rectified in conjunction with improved user perception towards easy usage and utilization of the system.

scholarly journals Continuance Intention Customer Analysis On Online Accounting Software Usage

2020 ◽  
Vol 1 (5) ◽  
pp. 266-271
Author(s):  
Zulfati imani Syamsu
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Perceived Usefulness ◽  
Least Square ◽  
System Quality ◽  
Continuance Intention ◽  
Accounting Software ◽  
Positive Effect

Software as a Service (SaaS) is a variant of technology products that are now loved by both personal and business users. SaaS is a software product variant that can be used directly by users, without the need for complicated installation. In the realm of accounting itself, there have been many emerging accounting softwares ranging from those that are offline to online, one of which is Jurnal.id. Jurnal.id is a SaaS platform that presents a variety of digital accounting products that are designed to simplify and accelerate the process of bookkeeping business. This study aims to examine customer continuance intentions on the use of Jurnal.id online accounting software. The variables in this study consisted of perceived usefulness, information quality, service quality system quality, satisfaction, and continuance intention. The population in this study are the users of Jurnal.id Online Accounting Software in the Greater Jakarta area. The sample in this study amounted to 300 people obtained using the Hair Formula. This study uses the Structural Equation Model (SEM) approach using Partial Least Square (PLS) software, the SMART-PLS software version 3.3.2. The results showed that perceived usefulness, system quality, and service quality had a positive effect on satisfaction using Jurnal.id's online accounting software. Simultaneously Satisfaction has a positive effect on continuance intention. However, Information quality does not have a positive effect on satisfaction using online accounting software Jurnal.id

What determines customers’ continuance intention of FinTech? Evidence from YuEbao

2019 ◽  
Vol 119 (8) ◽  
pp. 1625-1637 ◽  
Author(s):  
Zhenning Wang ◽  
Zhengzhi (Gordon) GUAN ◽  
Fangfang Hou ◽  
Boying Li ◽  
Wangyue Zhou
Keyword(s):  
Social Factors ◽  
Structural Equation ◽  
Service Providers ◽  
Subjective Norm ◽  
Equation Modeling ◽  
System Quality ◽  
Continuance Intention ◽  
Content Type ◽  
Structural Assurance ◽  
Technical Factors

Purpose The purpose of this paper is to investigate the effects of trust in service and structural assurance on the continuance intention of FinTech services, and the roles of technical factors (i.e. situational normality and system quality) and social factors (i.e. herding and subjective norm) in developing trust in service and structural assurance. YuEbao is selected as the subject as it is a representative example of FinTech services in China. Design/methodology/approach A survey questionnaire was deployed and a ten-point sliding scale with two-decimal points was applied to improve the accuracy of the questionnaire. Partial least squares structural equation modeling was used to analyze the data. Findings Trust in service and structural assurance can encourage continuance intention of FinTech service. System quality, situational normality and subjective norm can boost the development of trust in service. Both herding and subjective norm can affect structural assurance significantly. Research limitations/implications The study highlights the important roles played by technical factors (i.e. situational normality and system quality) and social factors (i.e. herding and subjective norm) in developing the two levels of trust (i.e. trust in service and structural assurance). It also validates the influences of trust in service and structural assurance on encouraging customers’ continuance intention in the novel context of FinTech. Practical implications The findings of this study can be used by practitioners to encourage customers to continue using their FinTech services. To encourage continuance, service providers can improve the quality of their system, design the system to be aligned with customers’ using habits and show customers that their close friends are also using the service. Originality/value This study adds to the existing body of trust literature by investigating the direct effects of trust in service and structure assurance on continuance intention and how these two levels of trust are developed from technical and social aspects. It generates interesting insights into customers’ continuance behavior of FinTech services.

Why do customers intend to continue using internet-based sharing economy service platforms? Roles of network externality and service quality

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yung-Ming Cheng
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Sharing Economy ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Network Externality ◽  
Equation Modeling ◽  
Continuance Intention ◽  
Content Type

Purpose The purpose of this study is to integrate network externality and service quality as antecedents to the synthesis of expectation–confirmation model (ECM) and perceived ease of use (PEOU) in explaining customers’ continuance intention of internet-based sharing economy service platforms. Design/methodology/approach Sample data for this study were collected from students enrolled in a comprehensive university in Taipei, Taiwan. A total of 600 questionnaires were distributed in various campus locations, and 510 usable questionnaires were analyzed in this study, with a usable response rate of 85.0%. Collected data were analyzed using structural equation modeling. Findings The primary findings are as follows. First, service enablers’ online service quality positively affected customers’ perceived usefulness (PU), confirmation and PEOU of internet-based sharing economy service platforms, which directly or indirectly explained customers’ satisfaction and continuance intention of the platforms. Next, service providers’ offline service quality positively influenced customers’ PU of internet-based sharing economy service platforms, which in turn caused customers’ satisfaction and continuance intention of the platforms. Finally, network externality from customers’ side and service providers’ side all positively affected customers’ PU of internet-based sharing economy service platforms, which in turn led to customers’ continuance intention of the platforms. Originality/value First, this study contributes to the identification of network externality and service quality that may reveal deep insights to the understanding of customers’ continuance intention of internet-based sharing economy service platforms greatly driven by their confirmation of expectations and satisfaction with the platforms. Next, the empirical evidence on capturing ECM and PEOU for completely explaining the antecedents of customers’ continuance intention of internet-based sharing economy service platforms is well documented. Hence, this study’s findings have significantly shed light on the possible formulation of a richer post-adoption model.

M-Commerce Security

2021 ◽  
Vol 15 (4) ◽  
pp. 79-97
Author(s):  
Ahmed Elmorshidy
Keyword(s):  
Mobile Applications ◽  
Structural Equation ◽  
Information Quality ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
System Quality ◽  
Perceived Ease Of Use ◽  
Net Benefit ◽  
Factors Affecting

This paper aims to evaluate the factors affecting mobile applications used to access and control security cameras at home and office. Survey data from 397 mobile applications users in Southern California, USA were collected to test the proposed research model and hypotheses through structural equation modeling. This study finds that system quality, information quality, and service quality of mobile applications have a positive effect on the perceived usefulness and perceived ease of use of these applications and introduce several net benefit represented in increased control of users' security, increased convenience and flexibility and privacy when using those mobile applications for access their security cameras at both home and office. There is a lack of researches in this area which makes this study among the first to attempts to fill this gap by empirically investigating the factors affecting mobile applications of home and office security cameras as well as the benefits they introduce to uses.

Understanding Customers' Continuance Intention

2021 ◽  
Vol 52 (2) ◽  
pp. 68-93
Author(s):  
Bangaly Kaba
Keyword(s):  
Information And Communication Technologies ◽  
Structural Equation ◽  
Service Providers ◽  
Equation Modeling ◽  
Continuance Intention ◽  
Internet Service ◽  
Digital Inequality ◽  
Internet Users ◽  
The Difference ◽  
Use Behavior

The purpose of this study is to understand the difference between Internet users' continuing use behavior in the context of digital inequality. Data were collected through a survey of Internet users in the Ivory Coast. The structural equation modeling technique was used to test the research hypothesis. This study showed empirically that concern over information and communication technologies (ICT) access as an explanation for digital inequality should be toned down. This research suggests emphasizing alternative factors to explain Internet sustained use intention by underprivileged individuals, including normative beliefs. The results will help internet service providers, governments, and international aid agencies to better understand users' behaviors or reactions to ICT available to them. This understanding provides a foundational platform upon which viable and effective information technology-enabled solutions and policies can be conceptualized and implemented. This study is one of the few that integrate three salient beliefs to differentiate ICT use continuance intention in the context of digital inequality.

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