Intention to use mobile customer relationship management systems

© 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

Consumers’ adoption of mobile payment: comparison between China and Malaysia / S-C Chuah … [et al.]

Mobile payment services has emerged as one of the prominent transaction payment methods. China is leading in mobile payment globally while mobile payment in Malaysia still in its infancy. This paper compares the factors in adoption of mobile payment among consumers’ in Zuhai, China and Kuala Lumpur, Malaysia. The factors included in the study were perceived usefulness, perceived ease of use, subjective norms and perceived security risk. A cross-sectional, descriptive study was undertaken on 96 smartphone users from China and 51 users from Malaysia. Inferential statistics Mann-Whitney U test was applied to compare between study variables. Spearman’s ho correlation was used to identify the association between the study variables and behavioral intention to adopt mobile payment services. The study found significant different between users’ perception on subjective norms and perceived security risk in these two city. There was no significant different for perceived usefulness and perceived ease of use between users in Zuhai and Kuala Lumpur. Significant negative linear correlations between perceived security risk and behavioral intention, and significant positive correlations between perceived usefulness, perceived ease of use and subjective norms and behavioral intention were observed from the study. The findings of this study indicate that the consumers in Kuala Lumpur have higher concern on mobile payment services security and greater social influences to adopt mobile payments

Consumers’ adoption of mobile payment: comparison between China and Malaysia / Soo Cheng Chuah … [et al.]

Mobile payment services has emerged as one of the prominent transaction payment methods. China is leading in mobile payment globally while mobile payment in Malaysia still in its infancy. This paper compares the factors in adoption of mobile payment among consumers’ in Zuhai, China and Kuala Lumpur, Malaysia. The factors included in the study were perceived usefulness, perceived ease of use, subjective norms and perceived security risk. A cross-sectional, descriptive study was undertaken on 96 smartphone users from China and 51 users from Malaysia. Inferential statistics Mann-Whitney U test was applied to compare between study variables. Spearman’s ho correlation was used to identify the association between the study variables and behavioral intention to adopt mobile payment services. The study found significant different between users’ perception on subjective norms and perceived security risk in these two city. There was no significant different for perceived usefulness and perceived ease of use between users in Zuhai and Kuala Lumpur. Significant negative linear correlations between perceived security risk and behavioral intention, and significant positive correlations between perceived usefulness, perceived ease of use and subjective norms and behavioral intention were observed from the study. The findings of this study indicate that the consumers in Kuala Lumpur have higher concern on mobile payment services security and greater social influences to adopt mobile payments

The Relationship between User Experience, Customer Satisfaction, Switching Cost and Customer Loyalty in Indonesia Cellular Operators

The telecommunication industry in Indonesia has been highly competitive in recent years with the number of mobile subscription exceeding the number of population itself. Telkomsel, Indosat, XL Axiata and Tri are the biggest service provider in Indonesia by the number of subscription. The high competitiveness has made XL Axiata experiencing a negative customer growth. This further suggests that one of the service providers is experiencing a difficulty in maintaining customers. In order to increase the loyalty of the customers, service providers must deliver a positive experience and aims to satisfy the customers. Thus, this study aims to examine the relationship between customer loyalty, customer satisfaction, switching cost, and user experience. Six main predictors of user experience have been selected for this research based on the literature review. Non-probability sampling is used in this research and furthermore incidental sampling technique is used. The questionnaires were administered through 385 respondents as part of population using digital format questionnaire. Partial least square (PLS) analysis is used to explain the results of questionnaire using SmartPLS software. From the statistical data analysis results, all the items measured in this study are valid and reliable. In the partial least square analysis, the model used in this study had passed the outer model and inner model analysis. The results found that five of the six user experience predictors have positive effects towards customer satisfaction, with the exception of emotional. It is also found that trust, switching cost, and customer satisfaction have positive effects towards customer loyalty

BEHAVIORAL INTENTION OF BANGKOKIANS TO ADOPT MOBILE PAYMENT SERVICES BY TYPE OF USERS

Technology and Trend of mobile payment or cashless wallet have continuously grown and the potential to replace the traditional payment method is large. The purpose of this study is to understand the factors that impact customer behavioral intention to start using mobile payment service in the case of Thai people in Bangkok. Also, investigate the difference between 2 types of user as personal used user and business owner user toward the behavioral intention to adopt mobile payment services. A conceptual model in this study was developed based on element of innovation diffusion theory and technology acceptance. The questionnaire was provided and collected by 400 respondents by convenience, quota and the snow-ball sampling method. The methods used to analyze are linear regression and independent sample t-test. The findings show which factors have impact on customer behavioral intention to adopt mobile payment service

Determinants Influencing Consumers’ Attitude Towards Online Shopping: An Extension of the Technology Acceptance Model

This research is conducted for investigating determinants influencing consumers’ attitude towards online shopping. The survey was based on 423 Vietnamese Internet users. Data collected was analyzed in accordance with the process from Cronbach's Alpha to EFA and multiple regression technique. The results show that consumers’ attitude towards online shopping was impacted by perceived usefulness, compatibility and trust. Based on the findings, some recommendations are given for retailers to improve customers’ attitude toward online shopping in the context of Vietnam in particular and in emerging countries in general. Keywords: Attitude, Online shopping, Perceived usefulness, Trust

PERSONAL FACTORS AS PREDICTORS OF INTENTION TO USE IT

The relative power of personal factors such as innovativeness, perceived usefulness, ease of use, and attitude in predicting intention to use IT was tested with 35 students through a field experiment. A common employment website in Indonesia called jobstreet. com is used as a treatment channeling instrument as well as relevant audio and visual media. Simple and multiple regression were used to test the hypotheses. Our findings show that the personal factors such as personal innovation could predict perceived ease of use better than perceived usefulness. The other personal factors such as individual perception (perceived ease of use and perceived usefulness) could predict attitude for the next to effect intention to use I

CONSUMERS’ PARSIMONY OF MOBILE INTERNET BANKING USAGE IN MALAYSIA

Purpose of the Study: The objective of this study is to empirically investigate the determinants of the adoption of mobile Internet Banking in Malaysia. However, the slow growth of mobile Internet banking usage as comparison to online Internet Banking increases the concern on the adoption and parsimony issues of mobile Internet banking (MI-Banking) usage in managing personal finances and banking activities. Methodology: Self-administered survey was applied and analyzed by using V-Base structural equation modeling. The responses of 358 respondents were analyzed by using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) technique. Results: The findings of this study revealed that perceived ease of use, perceived usefulness, and perceived risk significantly influenced the adoption of mobile internet banking, while perceived ease of use was found to have the greatest influence on the overall adoption of mobile internet banking. At the same token, perceived ease of use was found to have a significant influence on perceived usefulness. Implications: The application of mobile internet services has increased and mobile phones are becoming significant tools for managing and controlling personal finances and spending. Thus, a study was conducted to seek clarification on the predictors of mobile Internet banking adoption among Malaysians that will embark further and deeper studies in the context of mobile Internet Banking

A Reference Model For Mobile Product Information Systems

This paper analyses the state of the art in research and practice on mobile product information systems. Based on literature review and multiple case study research, we design a reference model that is suitable for researchers and practitioners as a first reference point and recommendation for the construction and analysis of mobile product information systems

Drivers of Behavioral Intention to Adopt Hybrid Education of Undergraduates in Arts and Design's in Chengdu, China

Purpose: The purpose of this study is to determine drivers of behavioral intention to use hybrid education of undergraduate students in Arts and Design in three universities in Chengdu, China. The conceptual framework contains perceived ease of use, perceived usefulness, performance expectancy, self-efficacy, effort expectancy, social influence, and behavioral intention. Research design, data, and methods: The researchers applied a quantitative study of questionnaire distribution to 500 participants. Sampling techniques involve judgmental sampling, quota sampling and convenience sampling. Before the data collection, Item Objective Congruence (IOC) Index and Cronbach’s Alpha reliability test were ensured. Confirmatory Factor Analysis (CFA) and Structural Equation Model (SEM) are statistical methods used to measure goodness of fit, validity, reliability, and hypotheses testing. Results: Perceived ease of use has the strongest significant impact on both perceived usefulness and behavioral intention. Accordingly, behavioral intention is significantly impacted by self-efficacy, perceived usefulness, effort expectancy, performance expectance and social influence. Conclusion: All hypotheses are proven to meet this research objectives. Therefore, educators are recommended to maximize the effectiveness of hybrid teaching and learning, aiming to uplift students’ successful adoption and academic achievement