Determinants of IS continuance: the use of mobile computing services by field service staff in a South African mandatory setting

M.Com (Information Systems) by Research 8/31/2015 Research report submitted to the University of Witwatersrand in fulfilment of the requirements for the degree of Master of Commerce (Information Systems)Rugged mobile computing devices have enhanced durability and protection, thus allowing these devices to be used in the field as opposed to the office. These rugged mobile computing devices provide organisations with the ability to extend their information system services to their field staff, such as delivery persons, transport drivers and field technicians. Bhattacherjee's (2001) IS continuance model appears to fall short in explaining IS continuance in the context of field service staff who often perform repetitive tasks as part of their job as opposed to doing more complex tasks as performed by office bound knowledge workers. An IS continuance-based study in a South African organisation, where field service staff use rugged mobile devices, will improve our understanding of user behaviour towards technology within the body of IS knowledge. This study makes a contribution to theory by demonstrating that the core IS Continuance model by Bhattacherjee (2001), can be extended to include additional constructs to better predict IS continuance. This study proposes and tests an extension of Bhattacherjee’s (2001) IS continuance model, which explains the determinants of IS continuance intention in terms of affective and cognitive factors. The cognitive factors are task technology fit, perceived service availability, result demonstrability and the affective factor is the construct of familiarity. The study is carried out in a mandatory setting within the context of field technicians (working for a South African utility organisation) using application services on rugged mobile devices. To date, most IS continuance studies appear to have been carried out in a voluntary setting or an academic institution setting and very few of them have been conducted in organisations (mandatory settings). A structured questionnaire with closed questions was developed to capture field data from 144 participants on each of the study’s variables The hypotheses were tested using both parametric and non-parametric correlation and regression statistical analyses. The independent variables of perceived post-usage usefulness, familiarity and satisfaction explain approximately 51% of the variance in IS continuance intention. One of the key findings of the research is that perceived post usage usefulness loses its significance in the presence of Familiarity in predicting IS continuance intention. Thus, familiarity (affective factor) is the stronger predictor of IS continuance intention as opposed to the cognitive factors. In summary, this study showed that the affective factor is a stronger predictor of IS continuance intention than the cognitive factors, thus providing a richer understanding of IS continuance and a foundation for future research. Thus, in addition to methodological and contextual contributions, this study also contributes to theory

Determinants of continuance intention and word of mouth for hotel branded mobile app users.

This study examined the cognitive and affective factors that influence users\u27 post-adoption behavioral intention. Specifically, based on the Expectation Confirmation Model (ECM) (Bhattacherjee, 2001b) the impact of cognitive factors (i.e., perceived usefulness, confirmation of expectations, mobility, personalization and responsiveness) and affective factors (i.e., satisfaction, perceived enjoyment) on hotel branded mobile applications (apps) users\u27 continuance intention and WOM were examined. Hospitality firms invest considerable resources on technology solutions that are aimed at improving the consumer experience. However, for investments to be profitable firms must ensure that technology solutions are continuously used and ensure post-adoptive behaviors such as continuance intention and WOM. Data for the study were collected from 550 hotel branded mobile app users. After data were collected and cleaned, Partial Least-Square Structural Equation Modeling (PLS-SEM) was used to analyze the data. The results of the structural model indicated that continuance intention and WOM were directly influenced by satisfaction and perceived enjoyment; with satisfaction exerting the most influence on continuance intention. Conversely, perceived enjoyment was most influential to WOM. All cognitive factors were found to influence satisfaction and enjoyment, except for responsiveness and perceived usefulness. The results show that contextual factors have a more significant impact than previously established constructs. The results of the study allow hoteliers and hospitality technology consultants to identify the influential factors impacting post-adoptive behaviors. The study extends the literature on post-adoptive behavior and the ECM by including context specific factors (i.e. perceived mobility, personalization and responsiveness). This study contributes to the scare literature in the lodging industry literature examining users\u27 evaluations of mobile apps and post-adoptive behaviors in the hospitality industry. The study adds to the post-adoptive behavior literature by adding WOM as a second outcome to continuance intention. The treatment of contextual factors in this study, allowed to show the impact technology characteristics have on technology post-adoption

Modelling continuance intention of citizens in government Facebook page: A complementary PLS approach

The main purpose of this paper is to examine the continuance intention (CI) of citizens in following government Facebook page. Applying theories of expectation-confirmation, and information system success on a sample of 362 students in Malaysia, and using Partial Least Squares-Structural Equation Modelling (PLS-SEM), the study finds that CI and satisfaction of government Facebook page is contingent upon information quality (IQ) of the Facebook page per se. IQ is found as a second order construct of five first order factors: reliability, completeness, relevancy, timeliness, and understandability. Satisfaction of government Facebook page is also found as a partial mediator to the relationship between IQ and CI of following government Facebook page. In addition, applying PLS multi-group analysis, the results show that different government Facebook pages moderate the relationships between IQ and satisfaction of government Facebook page, IQ and CI of following government Facebook page as well as satisfaction of government Facebook page and CI of following government Facebook page

Trust Transfer and Its Effects on The Continuance Usage of Mobile Service in B2C E-marketplaces

This study extends the concept of expectancy confirmation model (ECM) to discuss the trust as an internal motivation that can make customers continue to use mobile service in the middle of risks and uncertainties in mobile service transactions. This study want to know how to build trust in the B2C E-Marketplaces based on trust transfer theory. In the B2C E-Marketplaces, there are three entities that affect overall trust, such as the intermediary, community of sellers, and mobile service provided by an intermediary. To build customer trust, we need to know the factors that affect trust in those entities and whether customer trust in those entities can influence each other. This study used four antecedents of trust (mobile service quality, familiarity, consumer disposition to trust/CDT, and interpersonal recommendation) as factors that can affect trust. This study obtained 606 respondents who are Go-Jek users spread in Jabodetabek, Bali, Bandung and Surabaya. Data were analyzed by using structural equation modeling (SEM) with AMOS 22.0 tools. Results of this study concluded that trust has a significant impact on customers\u27 continuance intention to use mobile service. Trust in intermediary affected by familiarity, interpersonal recommendation, quality of the mobile service, and CDT. Trust in mobile service influenced by CDT, familiarity, and quality of mobile services. Meanwhile, trust in community of sellers only influenced by quality of the mobile service. In addition, this study also concluded that trust transfer occurred from the intermediary to the community of sellers and from the community of sellers to the mobile service provided by an intermediary

An Investigation of Affordances and Constraints for Continued Usage of Mobile Payment Technology

Users may continue to use or abandon a technology even after adoption. India’s historic demonetization of cash, which had forced users to adopt mobile payments, was followed by the return of cash to circulation after two years. This offers a setting to investigate users’ continued usage of mobile payment technology, since a majority of users continued using payment apps. We develop a research model that utilizes technology affordances and constraints theory (TACT) to study technology as contextually-embedded objects with respect to their capabilities perceived by humans. We identify the affordances and constraints that act as influencers or barriers to continued usage of mobile payment technology. We further analyze the effect of merchant and payment app companies on continued usage. We propose a survey-based methodology to gather empirical evidence for the developed research model. This study has important implications for IS research and practice since affordance theory, a novel theory for the field of mobile payments, provides a valuable lens for understanding action potential of a technology as an interplay between user and environment

The Public\u27s Perception of an Earthquake Early Warning System: A Study on Factors Influencing Continuance Intention

This paper investigates the perceptions of the New Zealand public towards the Android Earthquake Alert (AEA) system, a public-facing earthquake early warning system. Specifically, it examines the public’s continuance intention towards the AEA system and the influencing factors of satisfaction, confirmation, perceived usefulness, and perceived trust. To gather insights into the public’s perceptions regarding the AEA system, this study distributed online surveys following two separate earthquake alert events on 12 October and 22 October 2021. A total of 524 and 671 participants responded to the two events’ surveys, providing valuable data for analysis and exploration. Structural Equation Modelling of the two datasets revealed that the continuance model fit the data to some extent, especially on the significance of perceived usefulness and perceived trust to continuance intention. However, the results also showed varying results for satisfaction’s relationship with perceived trust and continuance intention. These findings underscore the need for further investigation into the role of satisfaction and perceived trust, considering the evolving nature of EEW technologies and users’ familiarity over time. The descriptive and inferential analysis results raised concerns about potential confusion around the alerts’ source and highlighted the question of responsibility and liability for EEW. Overall, this study contributes to understanding continuance intention in the EEW context and provides insights into the public’s perception of the AEA system in New Zealand. The findings have implications more broadly for EEW systems’ design, implementation, and communication strategies

User Acceptance of the Next Generation Digital Signage: A Perspective of Perceived Value

The next generation digital signage (NGDS) has become extremely important as a new innovative information system that provides interactive information to users by capturing contextual information through the utilization of the state-of-the-art technologies. NGDS gets wide popularity from millions of people due to its advanced information services that fit in with the individual’s digitizing life style. Despite the increasing importance, however, there is a significant gap of our understanding on the user acceptance of NGDS. Motivated thus, this paper aims to develop a research model to explore the factors influencing the user acceptance of NGDS from the perspective of perceived value. The four dimensions of perceived value are proposed as key antecedents: utilitarian value, hedonic value, social value, and epistemic value. In particular, our interest is on their impacts on users’ satisfaction, continuance intention, and positive word-of-mouth (WOM). The pilot study results indicate that utilitarian value increases satisfaction, continuance intention, and positive WOM. Moreover, hedonic value increases satisfaction and positive WOM, while social value increases positive WOM only. Also, epistemic value increases satisfaction and positive WOM. This research is expected to advance the theoretical understanding on the user acceptance of NGDS and offer organizations useful insights to manage their NGDS

The role of intrinsic and extrinsic motivations in sharing economy post-adoption

Oliveira, T., Barbeitos, I., & Calado, A. (2022). The role of intrinsic and extrinsic motivations in sharing economy post-adoption. Information Technology and People, 35(1), 165-203. https://doi.org/10.1108/ITP-01-2020-0007Purpose: The purpose of this paper is to examine use and sharing economy (SE) continuance intention, and the mediation effects of use between individuals' motivations and SE continuance intention. A theoretical model is developed to explain use and SE continuance intention as intrinsic and extrinsic motivated behaviour, as proposed by self-determination theory. Factors are derived from SE context and supported by published research on SE. Design/methodology/approach: The partial least squares path modelling (PLS-PM) technique is used to test the model in a quantitative study involving 256 users of SE services. Findings: Findings suggest that use and SE continuance can be explained by concurrent intrinsic and extrinsic motivations. Moreover, high environmental concerns may restrain the use of SE services. Findings show that continuance intention is influenced by current use of SE services. Moreover, the study emphasizes the mediation effect of use between intrinsic and extrinsic motivation and SE continuance intention. Research limitations/implications: The analysis of use behaviour should be complemented with other measures of use and with data provided by qualitative methods of research. Further research should also consider the effect of different control variables and mediation effects. Practical implications: Brand managers and companies providing services through digital platforms should address individuals' needs in order to stimulate voluntary engagement in persistent SE practices. Social implications: This study informs the consumer in general so that the SE can develop its potential alongside an economy based on the ownership of private property. Originality/value: This study extends findings on continuance intention research by offering internal motivation factors as predictors of post-adoption behaviour and emphasizes the role of use on SE continuance intention.authorsversionpublishe

Unified Theory of Acceptance and Use of Technology: A Synthesis and the Road Ahead

The unified theory of acceptance and use of technology (UTAUT) is a little over a decade old and has been used extensively in information systems (IS) and other fields, as the large number of citations to the original paper that introduced the theory evidences. In this paper, we review and synthesize the IS literature on UTAUT from September 2003 until December 2014, perform a theoretical analysis of UTAUT and its extensions, and chart an agenda for research going forward. Based on Weber’s (2012) framework of theory evaluation, we examined UTAUT and its extensions along two sets of quality dimensions; namely, the parts of a theory and the theory as a whole. While our review identifies many merits to UTAUT, we also found that the progress related to this theory has hampered further theoretical development in research into technology acceptance and use. To chart an agenda for research that will enable significant future work, we analyze the theoretical contributions of UTAUT using Whetten’s (2009) notion of cross-context theorizing. Our analysis reveals several limitations that lead us to propose a multi-level framework that can serve as the theoretical foundation for future research. Specifically, this framework integrates the notion of research context and cross-context theorizing with the theory evaluation framework to: 1) synthesize the existing UTAUT extensions across both the dimensions and the levels of the research context and 2) highlight promising research directions. We conclude with recommendations for future UTAUT-related research using the proposed framework

What Drives M-Shoppers to Continue Using Mobile Devices to Buy?

Producción CientíficaThe aim of this work is to offer a better understanding of consumer continued intentions to use mobile devices to shop. An integrated model is developed to identify the drivers that lead m-shoppers to repurchase. Specifically, navigation, safety and ubiquity are posited as stimuli guiding consumers’ affective (satisfaction) and cognitive (trust and convenience) reactions that will, in turn, increase repurchase intention. Results show the impact of ubiquity on m-convenience and safety m-experience on both affective and cognitive reactions. Finally, repurchase intention is explained directly by m-satisfaction and m-convenience and indirectly by m-trust. This article contributes to the fields of mobile marketing literature and practitioner management.Ministerior de Educación y ciencia (proyecto ECO2017-8217-R)Junta de Castilla y León (proyecto VA001B10-1)Fondo europeo de desarrollo regional (proyecto VA112P17