Patients’ Resistance towards Health Information Technology A Perspective of the Dual Factor Model of IT Usage

This paper presents a research model of patients’ resistance towards Health Information Technology (HIT). In particularly it examines patients’ reactions towards a new Patient Portal System (PPS). This work provides an integration of the technology acceptance and resistance to change literatures. The Resistance to Change construct from the User Resistance Model (URM), and the Unified Theory of Acceptance and Use of Technology (UTAUT) are bridged using the dual-factor model of technology usage. This model explains the asymmetric effects of use inhibitors such as Resistance to Change on use enablers such as Performance Expectancy and Effort Expectancy. The integrative model is empirically supported using survey data collected from patients of a large public international hospital. Total of 265 valid responses were used for the data analysis. This study highlights the importance of integrating resistance to change with the technology use research especially in healthcare settings that is considered to be under researched. Moreover, it is considered to be one of the first studies in IS that brings in patients’ perspectives of new HIT

The Bipartite Influence of Information Overload on User Resistance to Knowledge Management Systems

This research centers on the relationship between information overload as an aspect of information quality on the one side, and, on the other side, user resistance to knowledge management systems as an aspect of an individual’s decision process. While discussing this relationship theoretically we propose a bipartite influence of information overload as on the one hand it fosters acceptance of these system, but on the other hand also causes user resistance. By analyzing information overload in pre- and post-implementation phases of knowledge management systems we argue that information overload has an ambivalent causal effect as it can act both positively and negatively in relation to the point of time overload occurs or is expected. Therefore, based on existing literature we propose a research model and illustrate the relationships through results of a case study

Exploring Consumers’ Discontinuance Intention of Remote Mobile Payments during Post-Adoption Usage: An Empirical Study

Despite being critical to continuous technology usage, research on remote mobile payments (m-payments) post-adoption usage has received much less attention. Furthermore, information systems usage research has traditionally been positively oriented, generally assuming that the inhibiting and enabling factors influencing technology usage as being the opposite sides of one dimension, which may result in overlooking antecedents to technology continuance. Therefore, this study aims to explore the inhibiting factors that may directly influence customers’ intention to discontinue m-payments during post-adoption usage. Drawing on behavioral theories, information systems and marketing research this study explores the inhibiting factors directly influencing consumers’ intentions to discontinue using m-payments. Survey data was collected from 254 current users in the UK and PLS-SEM technique is employed to test hypotheses. The results show that poor quality of system, information, and service, as usage inhibitors, directly influence consumers’ discontinuance intentions. Importantly, usage frequency is found to have no moderating effect on the inhibitors of continuance intention, supporting the notion about different and asymmetric effects that negative factors can have on technology usage compared to positive ones. This interesting finding suggests that negative user experience will have different and asymmetric effects on intentions to use m-payments than positive user experience

INSIGHTS INTO PERSONAL ICT USE: UNDERSTANDING CONTINUANCE AND DISCONTINUANCE OF WEARABLE SELF-TRACKING DEVICES

Wearable self-tracking devices become increasingly common in our society and reflect the trend towards the digitized individual. However, little is known what drives the continuance and dis-continuance usage of such devices. To empirically analyze factors leading to continuance and discontinuance of wearable self-tracking device usage, we develop a conceptual model based on established post-adoption concepts and the dual-factor theory. We validate it by applying structural equation modeling on collected survey data among 357 self-tracking users. Whereas previous research focuses on predicting continuance intentions, our results reveal discontinu-ance to be another decisive determinant of usage behavior. Additionally, we provide insights into factors driving continuance and discontinuance intentions and derive practical implications for producers. Our results advance the theoretical discourse on IS post-adoption behavior in a personal ICT context

The influence of customer experience on customer loyalty for the mobile telecommunication services

The term customer experience (CE) is used to describe an emerging trend where the sellers and buyers are connected through the past and current product and service experiences. Customer loyalty is an important tool for current and future businesses in telecommunication field. Customer loyalty can help to capture and develop future strategies. Moreover, the effect of customer satisfaction on customer loyalty is also very vital for the sustainability and stability of service provider survival in competitive markets. While customer loyalty and customer satisfaction have been examined widely in different research contexts, the issue of customer loyalty in the context of mobile telecommunication services currently represents a gap in the literature. Therefore, the objective of this study is to identify the influence of customer experience on customers’ loyalty in mobile telecommunication services. This research will gather survey data and applies structural equation modelling SEM to analyse the data. The findings will provide insights for mobile telecommunication service industries in developing strategies for improved implementation of mobile products and services as well as the design of marketing strategies along with improved business models

Generation Z's Determinants for Using Online Food Delivery in Jakarta

One of the Indonesia's leading online food delivery services is Shopee Food. It has competed with other big players. This application has caught the attention of users, even those from the Z generation, who are known for their easy-to-move characteristics and are close to technological applications but sensitive to user experience. This generation's convenience is influenced by many factors. This study analyzes the factors that influence attitudes and behavior for sustainable use of this application in Jakarta. Quantitative data is collected using a survey and questionnaire. This PLS-SEM modeling study shows that after using the service in this application, the user's hedonic motivation must be followed by comfort and usability. The user will evaluate the post-use usefulness of the previous experience to form an attitude toward the next perceived experience. Behavioral intentions toward sustainable use are encouraged. This study highlights the importance of usability and ease of use in determining user comfort. Generation Z does not easily form positive usage attitudes until the benefits of the next experience are the same or better

Impacto dos fatores de expectativa na continuidade de uso dos usuários de fintechs

Com a aceleração da digitalização, muitas empresas tem buscado na tecnologia um meio de aprimorar o desempenho de seus produtos, processos e gestão, entregando aos usuários uma experiência cada vez melhor. Desta forma entender fatores que levam os usuários a continuar utilizando tecnologias torna-se essencial para as empresas se destacarem em um cenário competitivo. No setor financeiro, esse movimento tem se consolidado através do crescimento das fintechs, com um número crescente de usuários que passou a adotá-las. Este trabalho tem como objetivo analisar os impactos dos fatores de expectativa: confiança, valor, riscos e qualidade do sistema na continuidade de uso dos usuários de fintechs. O objetivo desta pesquisa foi alcançado com a realização de 3 artigos. O artigo 1 tem como objetivo analisar as relações dos fatores de expectativa: confiança, valor, riscos e qualidade do sistema na continuidade de uso através de uma revisão de literatura e meta-análise, propondo um modelo de pesquisa. Foi realizada uma revisão de literatura, seguida de uma análise de peso e meta-análise em artigos selecionados das bases Scopus, Web of Science e Emerald para propor o modelo de pesquisa. Um total de 116 artigos foram selecionados para as análises. Foi identificado que o principal preditor da continuidade de uso é o valor, seguido de confiança e qualidade do sistema. O modelo de pesquisa proposto pode auxiliar estudos futuros que avaliem a continuidade de uso utilizando estes fatores de expectativa. O artigo 2 busca medir os impactos dos fatores de expectativa: confiança, valor, riscos e qualidade do sistema na continuidade de uso dos usuários de fintechs. Através de uma survey online com 426 respondentes, buscou-se medir os impactos dos fatores de expectativa confiança, valor, riscos e qualidade do sistema na continuidade de uso das fintechs. SPSS e SmartPLS 3.0 foram utilizados para executar técnicas estatísticas multivariadas para análise de dados. Os resultados demonstram que o valor é o principal fator que impacta a intenção de continuidade de uso destas empresas. Das sete hipóteses propostas, seis foram suportadas. O artigo 3 tem como objetivo estudar os impactos dos fatores de expectativa: confiança, valor, riscos e qualidade do sistema na continuidade de uso dos usuários de diferentes categorias de fintechs. SPSS e SmartPLS 3.0 foram utilizados para executar técnicas estatísticas multivariadas para análise de dados, especialmente MICOM e MGA. Os resultados demonstram que os impactos dos fatores variam conforme a categoria de fintech analisada. Especialmente as fintechs de serviços digitais e pagamentos, a qualidade do sistema e os riscos são os principais fatores relacionados a continuidade de uso, juntamente com o valor. Enquanto nas fintechs de investimentos, apenas o fator valor se relaciona com a continuidade de uso.With the acceleration of digitization, many companies have been looking to technology as a way to improve the performance of their products, processes, and management, providing users with an increasingly better experience. Thus, understanding factors that lead users to continue using technologies becomes essential for companies to stand out in a competitive scenario. In the financial sector, this movement has been consolidated through the growth of fintechs, with a growing number of users who started to adopt them. This work aims to analyze the impacts of expectation factors: trust, value, risks and system quality on the continued use of fintech users. The objective of this research was achieved with the completion of 3 articles. Article 1 aims to analyze the relationship of expectation factors: trust, value, risks and quality of the system in the continued use through a literature review and meta-analysis, proposing a research model. A literature review was performed, followed by a weight analysis and meta-analysis on selected articles from the Scopus, Web of Science and Emerald databases to propose the research model. A total of 116 articles were selected for analysis. It was identified that the main predictor of continued use is value, followed by system quality and quality. The proposed research model can help future studies that assess the continued use using these expectation factors. Article 2 seeks to measure the impacts of expectation factors: trust, value, risks and system quality on the continued use of fintech users. Through an online survey with 426 respondents, we sought to measure the impacts of the expected factors of trust, value, risks and system quality on the continued use of fintechs. SPSS and SmartPLS 3.0 were used to perform multivariate statistical techniques for data analysis. The results show that the value is the main factor that impacts the continuance intention using these companies. Of the seven proposed hypotheses, six were supported. Article 3 aims to study the impacts of expectation factors: trust, value, risks and system quality on the continued use of users of different categories of fintechs. SPSS and SmartPLS 3.0 were used to perform multivariate statistical techniques for data analysis, especially MICOM and MGA. The results demonstrate that the impacts of the factors vary according to the analyzed fintech category. Especially digital services and payments fintechs, system quality and risks are the main factors related to continued use, along with value. While in investment fintechs, only the value factor is related to the continued use

Repurchase intention model for mobile shopping application users in Malaysia

Mobile shopping applications have become a popular channel to reach the omnipresent consumer of today. However, the market space has become highly competitive and therefore, cultivating repurchase behaviour has become pivotal to retain market share and boost sustainability. While the literature regarding initial purchase via a mobile shopping application is well developed, knowledge on how to foster repurchase behaviour in this context is still scarce. The purpose of this research was to explore the consumers’ continuous behavioural intention towards using mobile shopping apps. More specifically, the study investigated to what extent does consumers’ continuance behavioural intention to purchase using mobile shopping applications is shaped by various factors. This study employed the Stimulus- Organism-Response (S-O-R) model as the theoretical framework as well as Delone and McLean’s Information System success model, Technology Acceptance Model (TAM), Expectation-Confirmation Model (ECM), Flow theory, and mobile featured factors to develop a research model based on a comprehensive literature review. Accordingly, factors of system quality, service quality, information quality, perceived usefulness, perceived ease of use, flow experience, perceived ubiquity, interactivity, perceived enjoyment, visual appeal (as Stimulus factors), satisfaction (as Organism factor), and repurchase intention and WOM intention (as Response factors) were included in the research model. In addition, flow experience was considered as the moderator factor on the relationships towards Response factors. In an attempt to examine the relationships between the dependent and independent variables, this study adopted a quantitative, cross-sectional approach, consistent with the positivist paradigm. A structured survey questionnaire was administered to a total of 240 consumers who had previously shopped via a mobile shopping application, using a non-probability purposive sampling approach. Partial least squares structural equation modelling (PLS-SEM) was used to test cause-effect relationships in the model. The results indicated that consumers’ satisfaction with mobile app was significantly explained by the factors of system quality, service quality, visual appeal, perceived ubiquity, perceived ease of use, perceived usefulness, and flow experience. Satisfaction significantly explained consumers repurchase intention and word-ofmouth (WOM) intention. Finally, the moderation analysis revealed that flow experience significantly moderated the relationships towards repurchase intention and WOM intention. This research provides a better insight for future researchers and organizations on continuous usage intention of mobile shopping apps

An adoption model of cloud enterprise resources planning for Malaysian small and medium enterprises

The Cloud Enterprise Resource Planning (ERP) system offers promising benefits for the development of Small and Medium Enterprises (SMEs). It helps to address many of the challenges faced by SMEs and significantly promotes them in terms of business operations and use of resource. Despite its benefits, the research on cloud ERP adoption among SMEs in developing countries has not been fully explored, leading to a low rate of cloud ERP adoption among SMEs. Furthermore, the factors which influence SMEs to adopt the cloud ERP system are still unclear. In an attempt to tackle the aforementioned situation, this research investigated the influencing factors that have determined and enhanced cloud ERP adoption rates. To identify factors and develop the model used in this research, the researcher conducted a Systematic Literature Review (SLR). The model was proposed based on three integrated Information System (IS) predominant theories, namely, Technology- Organization-Environment (TOE) framework and Fit-Viability Model (FVM) with extension of Diffusion of Innovation (DOI) theory to scrutinize the influential factors leading towards Cloud ERP Adoption. Thirteen hypotheses were developed to test and validate the model based on the decision to adopt cloud ERP. A positivism paradigm with quantitative approach was applied to conduct this research. Purposive sampling technique and a survey method were applied and data were collected from SMEs who have already adopted cloud ERP that provided 174 usable responses. The analysis was conducted by using Structural Equation Modeling (SEM) technique through Partial Least Squares (SmartPLS 3.2.7) software to determine the significant relationships of the independent factors to Cloud ERP Adoption. The results showed that Task- Technology Fit, Task Interdependence, Relative Advantage, Compatibility, System Trust, Security, Top Management Support, Employee Cloud ERP Knowledge, Cost Saving, and Competitive Pressure were significantly related to Cloud ERP Adoption. On the other hand, Security was found to have no relationship (p > 0.05) with Task- Technology Fit. Similarly, Government Support and Vendor Support were found to have no relationship (p > 0.05) with Cloud ERP Adoption. In line with this, the research model can be explained as 65.2% of variance from all the independent variables. This implies that the model has substantial predictive power to explain cloud ERP adoption. Finally, this model can be used to guide cloud ERP ecosystems to enhance their knowledge so as to successfully evaluate and adopt the cloud ERP system

Technostress: Theoretical foundation and empirical evidence

In den letzten Jahrzehnten wurden die Vorteile des Einsatzes von Informationstechnologien (IT) durch die Forschung im Bereich der Wirtschaftsinformatik umfassend dargelegt. Unter anderem konnte gezeigt werden, dass die Nutzung von IT in Unternehmen mit einer Produktivitätssteigerung der Mitarbeiter einhergeht (Brynjolfsson and Hitt 1996) sowie das Verwalten und Bereitstellen von unstrukturierten Informationen effektiver und effizienter gestaltet (Laumer et al. 2013). Gleichermaßen wird IT auch für private Zwecke eingesetzt. Unter anderem werden Smartphones und soziale Netzwerkplattformen verwendet, um mit Freunden in Kontakt zu bleiben oder sich zu verabreden (Khan und Jarvenpaa 2010). Ungeachtet dieser Vorteile existieren erste Indizien, wonach IT für Endnutzer nicht uneingeschränkt positiv ist. Beispielsweise konnte Technostress als ein potentielles Problem der allgegenwärtigen IT-Nutzung für Endnutzer identifiziert werden (Ayyagari et al. 2011). Dies bedeutet, dass sich Personen von der IT-Nutzung gestresst fühlen (Ragu-Nathan et al. 2008). Eine Auseinandersetzung mit diesem Thema ist insbesondere vor dem Hintergrund, dass die IT-Nutzung in der öffentlichen Wahrnehmung als einer der Hauptgründe von Burnout dargestellt wird, von großer Relevanz. Aufgrund dieser Relevant ist Technostress Gegenstand dieser Dissertation und die Forschungsfrage lautet: Was sind Ursachen und Konsequenzen von Technostress? Für die Beantwortung dieser Forschungsfrage ist die Dissertation in fünf Kapitel gegliedert. Kapitel 1 analysiert Ursachen und Konsequenzen von Stress bei der Nutzung von IT für Arbeitszwecke. Anschließend untersucht Kapitel 2, welche Ursachen bei der Nutzung von IT im Privaten Technostress auslösen und welche Konsequenzen dies für den Nutzer hat. Kapitel 3 und 4 thematisieren den Einfluss von IT-Abhängigkeit und Persönlichkeitsmerkmalen auf Ursachen von und Reaktionen auf Technostress. Abschließend wird in Kapitel 5 eine Methode diskutiert, wie Stressreaktionen objektiv mittels Eyetracking-Technologie und elektrodermaler Aktivität erfasst werden können. Die Ergebnisse der Dissertation zeigen, dass Technostress sowohl bei der IT-Nutzung in Unternehmen als auch im Privaten das Verhalten der Nutzer beeinflusst. Die Identifikation von Stressoren sowie die Reaktionen auf diese Stressoren sind ein zentraler Bestandteil der vorliegenden Dissertation, mit dem Ziel, Ursachen und Konsequenzen von Technostress aufzuzeigen. Im organisationalen Kontext werden Stressoren und Reaktionen sowohl bei der Nutzung von mehreren IT-Systemen, wie in bisherigen Forschungsarbeiten zum Thema Technostress üblich (Ayyagari et al. 2011), als auch für ein konkretes IT-System (SAP E-Recruiting 6.0 Enhancement Package 4) untersucht. Stressoren sind in diesem Kontext vor allem technologiebedingte Arbeitsstressoren und Technologiecharakteristika. Zu den Reaktionen auf diese Stressoren zählen unter anderem eine geringe Jobzufriedenheit und die Absicht, sich einen neuen Arbeitsplatz zu suchen. Im Kontext der privaten IT-Nutzung zeigen die Ergebnisse, dass neben Technologiecharakteristika insbesondere soziale Faktoren Stressreaktionen hervorrufen. Diese Stressursachen lösen eine generelle Unzufriedenheit mit der IT aus und veranlassen Personen dazu, die weiterführende Nutzung der IT kritisch zu überdenken. Darüber hinaus zeigen die Ergebnisse der Dissertation, dass die Nicht-Nutzung eines möglicherweise stressenden IT-Systems nicht zwangsläufig stressfreier ist, da notwendige Veränderungen und die Nutzung von alternativen Technologien ebenfalls Stress hervorrufen. Mit Hinblick auf aktuelle Forschungsergebnisse, welche die Bedeutung von Verhaltensabhängigkeit aufzeigen (Turel et al. 2011; Turel und Serenko 2012), beinhaltet die Dissertation eine Erklärung, weshalb Personen stressende IT-Systeme im privaten Umfeld weiter nutzen. Hier belegen Ergebnisse, dass abhängige Personen Verhaltensintentionen unterschiedlich in Nicht-Nutzungsverhalten umwandeln, als dies nicht-abhängige IT-Nutzer tun. Um zu überprüfen, inwiefern IT-Nutzer mit unterschiedlichen Persönlichkeitsmerkmalen auf Stress reagieren, zeigen Ergebnisse, dass manche Persönlichkeitsmerkmale einen Einfluss auf Ursachen und Konsequenzen von Technostress haben. Abschließend zeigt die Dissertation, inwieweit objektive Methoden, wie die Verwendung der Eyetracking-Technologie und der Elektrodermalen Aktivität, im Rahmen der Technostressforschung eingesetzt werden können, um Verhaltensweisen erklärbar und nachvollziehbar zu machen. Mit den im Rahmen dieser Dissertation erzielten Ergebnissen können entsprechende Erkenntnisgewinne für die Forschung und Praxis der Wirtschaftsinformatik abgeleitet werden. Die Identifikation von Stressoren bei der IT-Nutzung (Ayyagari et al. 2011) ermöglicht es, Reaktionen auf Stressoren detaillierter zu verstehen (Tarafdar et al. 2010). Insbesondere die Wichtigkeit des IT-Nutzungskontextes als Einflussfaktor auf zu untersuchende Stressfaktoren und Reaktionen ermöglicht das Analysieren von Technostress in verschiedenen Nutzungskontexten. Mit der Identifikation von Stressoren als stärkste Einflussfaktoren auf die individuelle Nutzungsabsicht trägt die vorliegende Dissertation zu verschiedensten Technologieakzeptanzmodellen (z. B. Davis 1989; Venkatesh und Davis 2000) bei, indem es diese um den Faktor Technostress erweitert. Darüber hinaus belegt die Arbeit, dass Stress bei IT-Veränderungen und -Implementierungen insbesondere durch Veränderungsstressoren ausgelöst wird. Dies kann beispielsweise als Antwort auf eine Arbeit von Morris und Venkatesh (2010) verstanden werden, in der die Autoren eine Untersuchung von Stress bei IT-Veränderungen fordern. Ferner zeigt der Einfluss von Persönlichkeitsmerkmalen im Themenbereich Technostress, dass Personen in Abhängigkeit ihrer Prädisposition ein unterschiedliches Stressempfinden verspüren sowie unterschiedlich auf Stressfaktoren reagieren. Abschließend bietet die Dissertation einen weiteren Ansatz zur objektiven Messung von Reaktionen auf Stress, wie dies unter anderem von Riedl et al. (2012) und Ayyagari et al. (2011) gefordert wurde. Hinsichtlich der primären Motivation der Dissertation, Ursachen und Konsequenzen von Technostress zu erklären, kann abschließend festgehalten werden, dass die Stressoren vom jeweiligen Nutzungskontext abhängen und dieser die Reaktion der IT-Nutzer determiniert.The main objective of this dissertation is to provide theoretical explanations and empirical evidence for the causes and consequences of technostress. The results of this dissertation posit that the IT usage context matters. This means that users perceive technostress when using IT for work and for private purposes; but the causes and consequences differ for both contexts. In the case of using IT for work, technological characteristics and techno-stressors cause employees to feel exhausted at the end of their work day, feel dissatisfied with their job, and develop intentions to quit their job. In the case of IT usage for private purposes, social stressors are identified as new sort of stressor influencing psychological and behavioral strain even more strongly than techno-stressors. Although users of a stressful IT become dissatisfied with its usage and develop intentions to stop using it, the dissertation finds that switching to and using one or more alternatives can be even more stressful. In this context, this dissertation also emphasizes the influence of additional variables, such as user personality on technology characteristics, stressors and strain, concluding that the perception of stressors and strain varies among individuals. Bearing these conclusions in mind, IT can be seen as a double-edged sword: using IT can be a source of fun, but potentially also a source of stress to others and to ourselves