29,420 research outputs found

    Intention to use mobile customer relationship management systems

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    © Emerald Group Publishing Limited. Purpose - The purpose of this paper is to investigate the behavioral intentions of business-to-business (B2B) sales managers to use mobile customer relationship management (CRM) systems in the course of their day-to-day activities. Design/methodology/approach - An extended Technology Acceptance Model (TAM) of mobile CRM system adoption is developed and tested with data from 105 international sales managers representing five B2B companies. Findings - The study extends the TAM framework with three additional constructs derived from mobile technology and sales force automation literature, namely personal innovativeness in the domain of IT, perceived risk, and perceived reachability. The model demonstrates that personal innovativeness and perceived reachability have significant effects on the TAM framework. Research limitations/implications - The relatively small sample size limits the generalization of the results. Practical implications - Sales managers' intention to adopt mobile CRM can be explained by the extended TAM framework. Understanding the key factors that influence intention to adopt a mobile CRM system will aid companies in implementing it among their sales force. Companies willing to foster adoption of a mobile CRM system among the sales force could focus on communicating the usefulness of using the system and benefits gained from enhanced reachability. Recruiting sales people with strong personal innovativeness is beneficial. Originality/value - This study responds the calls for studies on mobile platforms and on the use of mobile B2B applications in sales force management. It is among the first attempts to incorporate variables derived from mobile technology acceptance literature among the sales force into the TAM framework, to better explain acceptance of mobile CRM systems

    An empirical study on behavioural intention to reuse e-learning systems in rural China

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    The learner’s acceptance of e-learning systems has received extensive attention in prior studies, but how their experience of using e-learning systems impacts on their behavioural intention to reuse those systems has attracted limited research. As the applications of e-learning are still gaining momentum in developing countries, such as China, it is necessary to examine the relationships between e-learners’ experience and perceptions and their behavioural intention to reuse, because it is argued that system reuse is an important indicator of the system’s success. Therefore, a better understanding of the multiple factors affecting the e-learner’s intention to reuse could help e-learning system researchers and providers to develop more effective and acceptable e-learning systems. Underpinned by the information system success model, technology acceptance model and self-efficacy theory, a theoretical framework was developed to investigate the learner’s behavioural intention to reuse e-learning systems. A total of 280 e-learners were surveyed to validate the measurements and proposed research model. The results demonstrated that e-learning service quality, course quality, perceived usefulness, perceived ease of use and self-efficacy had direct effects on users’ behavioural intention to reuse. System functionality and system response have an indirect effect, but system interactivity had no significant effect. Furthermore, self-efficacy affected perceived ease of use that positively influenced perceived usefulness

    Factors influencing students' acceptance of m-learning: An investigation in higher education

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    M-learning will play an increasingly significant role in the development of teaching and learning methods for higher education. However, the successful implementation of m-learning in higher education will be based on users' acceptance of this technology. Thus, the purpose of this paper is to study the factors that affect university students' intentions to accept m-learning. Based on the unified theory of acceptance and use of technology (UTAUT) (Venkatesh et al., 2003), this study proposes a model to identify the factors that influence the acceptance of m-learning in higher education and to investigate if prior experience of mobile devices affects the acceptance of m-learning. A structural equation model was used to analyse the data collected from 174 participants. The results indicate that performance expectancy, effort expectancy, influence of lecturers, quality of service, and personal innovativeness were all significant factors that affect behavioural intention to use m-learning. Prior experience of mobile devices was also found to moderate the effect of these constructs on behavioural intention. The results of this research extend the UTAUT in the context of m-learning acceptance by adding quality of service and personal innovativeness to the structure of UTAUT and provide practitioners and educators with useful guidelines for designing a successful m-learning system

    Understanding older consumers' usage of self-service technologies: test of two models

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    Self-service technologies play a major role in enabling consumers to perform service delivery themselves. This requires consumers adopting this service delivery process to modify their behaviour, however some consumers may resist change. Evidence of this is particularly strong in older consumers (plus 50 years of age) where their usage of self-service banking technologies (SSBT's) is considerably lower than for younger consumers. This paper specifically explores the beliefs, attitudes, intentions and usage behaviour of SSBT's by older consumers through the comparison of the suitability, fit and explanatory power of two existing models, namely the Theory of Planned Behaviour (TPB) (Ajzen 1991) and Technology Acceptance Model (TAM) (Davis, Bagozzi & Warshaw 1989). Survey methodology approach using a mailed questionnaire to 600 randomly selected respondents resulted in the return of 208 (35%) usable questionnaires. The use of SSBT's varied across the sample with 19% (40) non-users; 19% (40) low users (< 50% use); and 62% (128) moderate to high users (> 60%). The models were tested using AMOS 4.01 (Arbuckle & Wothke 1999), maximum likelihood estimation method. The TAM had a less than acceptable fit resulting in a modified TAM. The Modified TAM when compared with the TPB model had an overall better fit to the data in that all fit statistics were within acceptable limits and similar explanatory power. However, with the addition of two specific belief constructs in the modified TAM, perceived ease of use and perceived usefulness, these constructs provide a richer understanding of the factors that influence attitude (A), behaviour intention (BI) and behaviour (B) of older consumers' usage of SSBT's. Further, the failure of the perceived behavioural control pathway to contribute to the explanation of SSBT behaviour in the TPB model effectively gives the advantage to the Modified TAM. It is primarily for these reasons that the Modified TAM is favoured over the TPB model in this study

    BIM: a technology acceptance model in Peru

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    The purpose of this paper is to empirically study factors that facilitate the adoption of building information modelling (BIM) among practitioners using the unified theory of technology acceptance model (TAM). The factors identified in the TAM were examined using a quantitative approach. The empirical investigation has been conducted using a survey questionnaire. The data set has been obtained from 73 architects and engineers in Peru. Results show that Perceived Usefulness (PU) is the most important determinant of Behavioural Intention (BI), while Perceived Ease of Use (PEOU) is found to have no significant effect on BI. The findings provide an excellent backdrop in the development of policy and a roadmap for BIM implementation in Peru. The original contribution and value of the paper is the use of TAM to provide empirical evidence on factors that facilitate BIM adoption in Peru

    A study into user acceptance of new technology: British Airways ground transport department Heathrow Terminal 5

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    This project was conducted with the help and encouragement of British Airways (BA) management. It was carried out at Heathrow Airport, Terminal 5 (T5) where a new Resource Management System (RMS) that is based upon Internet Protocol (IP) has been implemented. RMS has replaced traditional pen and paper and radio systems for allocating work tasks to 4,000 airport operational staff. This research project studied one application of the RMS system; the allocation of tasks to the coach drivers in the Ground Transport Services (GTS) department. The user acceptance of the RMS system by the drivers was evaluated. In the previous 20 years, user acceptance theories have been developed which have shown that increased user acceptance of new Information Technology (IT) projects significantly reduces costs and improves efficiency (Davis, 1980). The most comprehensive theory is that of Sun and Zhang (2006) who identify critical factors regarding individual user acceptance (gender, age, experience, cultural background and intellectual capability). This research project used a case study methodology: three days were spent airside at T5 observing and interviewing a sample of drivers. The project research question was: 'Can the degree of RMS acceptance by the GTS end-users be determined by factors identified in user acceptance theories?' Essentially, it was not possible to answer this question because of two reasons. First there was little difference in level of user acceptance; it was very high for all users. Second there was also very little difference in the sample and population. The drivers were all male, over 90% between 42 and 65 years of age, with similar levels of experience regarding the RMS technology and computers in general. In addition, it was not possible to measure any difference between the intellectual capabilities of the participants. A difference in the cultural background was identified; there were two ethnic groups, Asian and Caucasian. However, detailed analysis of the responses to the questionnaire demonstrated that there was no evidence of different levels of user acceptance of these groups. Recommendations to improve the testing of user acceptance theories are included in this report
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