Explaining Satisfaction at Different Stages of Adoption in the Context of Internet-Based Services

In this research we develop, operationalize, and empirically test a model for explaining/predicting the satisfaction of customers with Internet-based services at different stages of adoption. We argue and empirically demonstrate the need to consider the evolutionary nature of satisfaction and the variability of its determinants. Our model identifies desire disconfirmation, expectation disconfirmation, and perceived performance as the main determinants of satisfaction and differentiates between satisfaction at adoption of Internet-based services and satisfaction in the post-adoption stage. Our empirical results show that desires and expectations are both important comparison standards that need to be considered simultaneously in explaining satisfaction at adoption. The role of desires, however, diminishes significantly in the post-adoption stage. The results also show no significant relationship between post-adoption satisfaction and satisfaction at adoption. The paper presents the theoretical foundation of the proposed model and discusses the implications of the empirical results

Determinants of Satisfaction at Different Adoption Stages of Internet-Based Services

Early IS research on satisfaction investigated system characteristics affecting end-user satisfaction, relying mostly on the IS success model. More recent research, on the other hand, studied satisfaction formation in the context of web-based products and services, using the disconfirmation theory. The IS context, however, is different from the marketing context where the theory was originally developed. One important difference is the novelty effect associated with the constant and rapid advancement of information technology. Previous satisfaction studies did not account for the dynamic nature of satisfaction and the changeability of its determinants. Such variability may be more salient in the IS context due to the novelty effect. In this paper, we develop, operationalize and empirically test a model for explaining/predicting satisfaction with Internet-based services at adoption and post-adoption stages. We argue and empirically demonstrate the need to consider the evolutionary nature of satisfaction and the variability of its determinants. Our results show that desires and expectations are both important factors that need to be considered simultaneously in explaining satisfaction at adoption. The role of desires, however, diminishes significantly in the post-adoption stage. The results also show no significant relationship between post-adoption satisfaction and satisfaction at adoption. The augmented disconfirmation model resulting from this study constitutes an important step towards the development of an IS satisfaction theory that accounts for the evolution of satisfaction over adoption stages

The relationship between ecrm implementation and eloyalty at different adoption stages of transaction cycle: A conceptual framework and hypothesis

The purpose of this paper is to propose a model for the relationship between eCRM and E-loyalty by conceptualizing that e-loyalty is influenced by e-satisfaction, e-trust, and multi-dimensional aspects of eCRM. In order to capture the full picture for this relationship, we attempt to cover the complete purchase experience by focusing on transaction cycle (Pre-Purchase, A-Purchase, and Post- Purchase).different Components of eCRM have differing effects on e-loyalty. This study strengthens the literature by adding different components of eCRM as a possible critical antecedent in the model of e-loyalty development and attempts to build a stronger holistic model by including eCRM features

Alter ego, state of the art on user profiling: an overview of the most relevant organisational and behavioural aspects regarding User Profiling.

This report gives an overview of the most relevant organisational and\ud behavioural aspects regarding user profiling. It discusses not only the\ud most important aims of user profiling from both an organisation’s as\ud well as a user’s perspective, it will also discuss organisational motives\ud and barriers for user profiling and the most important conditions for\ud the success of user profiling. Finally recommendations are made and\ud suggestions for further research are given

The State of Research on Information System Satisfaction

Satisfaction with information systems (IS) has been and remains to be of great interest to both scholars and practitioners. The conceptualization of the construct, the theories employed to explain/predict it and the contexts of the empirical studies have changed considerably over time. Early research investigated system characteristics affecting end-user satisfaction, relying mostly on the IS success model. More recent research, on the other hand, studied satisfaction formation in the context of web-based products and services, using the disconfirmation theory originally developed in marketing. In this paper, we describe the evolution of IS satisfaction research and discuss the applicability of the marketing theories to IS contexts. We also explain the importance of further development and suggest future research directions

Emerging Perspectives on Self Service Technologies in Retail Banking

This paper attempts to critically examine the available literature on the subject, discuss a model that provides a managerial framework for analyzing the variables associated with customer value, and to identify potential research areas. The discussion draws conceptual impetus from new technologies in banking services through self service technologies in banking as a tool for optimizing profit. The discussion in the paper also analyzes the main criteria for successful internet-banking strategy and brings out benefits of e-banking from the point of view of banks, their technology and customer values and tentatively concludes that there is increasing returns to scale in the bank services in relation to the banking products, new technology and customer value.Self service technology, retail banking, customer value, profit optimization

The e-government implementation directions in Oman: A preliminay investigation

Electronic government has established itself as the primary enabler for transforming the way government services are offered to citizens. In the gulf countries, public sector transformation efforts are focused towards increasing accessibility, availability, competitive advances and enhancing services in civil administration. The Sultanate of Oman is one such example of the Gulf countries where large investments have been made since 2003 to implement electronic services in the public sector. Using a qualitative research approach, this research investigates the improvements that have been made to facilitate these electronic services in three public organisations, and their resulting impact within the organisations. The empirical results reveal that among others, top management support, integration and IT staff skills and capabilities are the most important factors that facilitate e-government initiatives in the Omani public sector

The Impact of Trust on Acceptance of Online Banking

Major benefits of Online Banking include for banks cost savings, and for customers convenience. Nevertheless, many people perceive Internet banking as risky. This paper introduces a tentative conceptual framework. Trust will be integrated into the Technology Acceptance Model – TAM - (Davis, 1989). Recent research showed that Trust has a striking influence on user willingness to engage in online exchanges of money and personal sensitive information. Detailed literature about Online Banking and Trust is provided. TAM is discussed in depth; external variables that are suitable for the Online Banking context is suggested. In addition the theoretical justification for the conceptual framework integration is discussed. Finally managerial implications and recommendations for Online Banking acceptance are suggested

A typology categorization of millennials in their technology behavior

Hay un interés creciente por los millennials; y sin embargo, hasta la fecha hay escasas segmentaciones de los millennials en cuanto a su comportamiento en relación a la tecnología. En este contexto, este estudio trata las siguientes cuestiones:”¿Son los millennials monolíticos o hay diferentes segmentos en esta generación en cuanto a su comportamiento tecnológico?”. Y si este fuera el caso: “¿Existen diferencias importantes en cuanto a la forma en que los millennials usan la tecnología?”. Nuestro objetivo consiste en examinar los potenciales perfiles de los millennials en relación a su comportamiento y uso de la tecnología. Los datos obtenidos de una muestra de 707 millennials se analizaron mediante un análisis de componentes principales y análisis clúster. A continuación, los segmentos se caracterizaron mediante un análisis MANOVA. Nuestros resultados revelan la existencia de cinco segmentos o tipologías de millennials en cuanto a su comportamiento tecnológico: los “devotos de la tecnología”, los “espectadores”, los “prudentes”, los “adversos” y los “productivos”. Este estudio contribuye de forma detallada al conocimiento sobre cómo las diferentes categorías de millennials usan la tecnología.There is an increasing interest for millennials; however, to date millennials’ segmentations regarding their technology behavior are scarce. In this context, this study addresses the following questions: “Are millennials monolithic, or are there segments within this generation group regarding the technology behavior?”. And if so: “Are there important variances in the way that millennial segments use technology?”. Our purpose is to examine the potential profiles of millennials regarding their technology use and behavior. Data from a sample of 707 millennials was gathered and analyzed through principal component analysis and cluster analysis. Then, millennials’ segments were profiled using a MANOVA analysis. Our findings revealed five different segments or typologies of millennials regarding their technology behavior: technology devotees, technology spectators, circumspects, technology adverse users and productivity enhancers. This study contributes with a detailed perspective of how different millennial segments use technology