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The impact of initial learning experience on digital services usage diffusion: A field study of e-services in Lebanon
Abstract
The initial learning experience is crucial for understanding digital services adoption and usage diffusion. Using a UTAUTv2 model, we explore the effect of process- and content-oriented knowledge on behavioral intentions to use e-government services. The adoption of e-government systems is lower than desired in general and faces considerable resistance in many developing countries. Scholars suggest that more knowledge and better training are critical to increasing adoption and usage rates. We conducted a survey of 262 citizens in Lebanon to investigate how consumers cope with high and moderate levels of complexity during their initial learning experience with a technology-based product. The results show that a moderate degree of content- and process-oriented knowledge about e-government services during an initial learning experience improves usage habits, performance expectancy, effort expectancy, and facilitating conditions. The challenge for service providers is to understand consumers’ learning experience and coping strategies and to provide mechanisms that make the transition to e-services easier and more intuitive. This can be achieved by developing new infrastructure for e-services to facilitate easier access to e-government websites and to improve site performance. Marketers can also develop more effective communications that offer easy and flexible specific steps for using the portal.
Supplementary resources (2)
... Meanwhile, the end users as the target of providing electronic services are expected to be aware, have intentions, accept and use existing electronic services. In fact, the provision of electronic services does not lead to the greater usage of e-services [1] . Nonetheless, the success of this implementation depends on the end user's acceptance and usage of e-government services. ...
... Fakhoury and Aubert found that an understanding of citizen wants and need is required to provide appropriate e-services [1] . Therefore, the government migration strategy must consider the citizens as the end user. ...
... In addition to the policies, the government must also promote the electronic public services provided. Increasing public awareness of the existence and benefits of electronic service channels can provide better opportunities for the use of electronic channels [1] . The promotion of electronic services can be socialized online through social media and offline by utilizing interesting content in public places and spaces, for example on billboards, bus stops, parks, etc [23]. ...
The provision of e-Government public services is not automatically accepted by the citizen. The consequences of implementing e-services are unequal service quality and lead to serving those who already have the ICT competencies. This study aims to summarize citizens' expectations of e-services channel migration and the government's strategy for e-services channel migration from existing literature. This study used a literature review using the Google Scholar database and applied exclusion and inclusion criteria to filter selected articles. The results showed that the government's strategies in channel migration are government policies, multichannel management, government promotion, and e-services evaluation. Meanwhile, citizens expected the government to provide multichannel services, both electronically and traditionally, because citizens have their own channel choice. In addition, citizen involvement in decision-making will encourage increased use of electronic services.
... According to some academics, the TAM components are essentially a subset of the perceived innovation features and, when combined, could offer a model that is even more powerful than either model alone. Fakhoury and Aubert (2017), for example, used the original TAM in conjunction with the IDT's compatibility construct to assess and explain the factors influencing the adoption of e-HRM in public enterprises, particularly in emerging economies. ...
... The study adapts dimensions of TAM and IDM as the theoretical lens to investigate the factors that influence the implementation of e-HRM systems in selected public institutions in a developing country like Ghana. The benefits of using these theories are well-documented in the IS and innovation management literature (Fakhoury & Aubert, 2017;Rogers, 2003;Venkatesh & Davis, 2000). The measurement items for perceived simplicity of usage, perceived usefulness, individual self-efficacy, behavioural intention to use technology and actual behaviour to implement e-HRM are selected from scales developed by Venkatesh and Davis (2000) and as utilised in a study conducted by Sharifzadeh et al. (2017). ...
Purpose: Governments in developing countries are riddled with operational inefficiencies. Many have turned to electronic service delivery to address these operational problems. With coronavirus disease 2019 (COVID-19) pandemic, the push for digitalisation has only got stronger. We use the technology acceptance model (TAM) and innovation diffusion model (IDM) to investigate the factors that influence the implementation of electronic human resource management (e-HRM) in selected public organisations in an emerging economy.
Design/methodology/approach: Data were collected from key informants composed of human resource (HR) officers, supervisors, line managers and sections of employees in selected public sector organisations. The data were analysed using hierarchical regression techniques.
Findings/results: The various dimensions of TAM and IDM were found to contribute to the implementation of e-HRM in public organisations significantly. Specifically, perceived simplicity of usage, perceived usefulness, self-efficacy, compatibility and facilitating conditions showed significant positive effects on e-HRM implementation intentions. Furthermore, compatibility and perceived ease of use significantly predicted perceived usefulness of e-HRM.
Practical implications: The influence of the dimensions of TAM and IDM in e-HRM implementation intentions in public institutions in this study dictates that governments in developing nations need to pay attention to both technology features and employee’s technology capabilities to ensure smooth digitalisation of government business.
Originality/value: The integration of TAM and IDM in assessing e-HRM implementation in a developing nation enriches e-government and HR management literature.
... According to some academics, the TAM components are essentially a subset of the perceived innovation features and, when combined, could offer a model that is even more powerful than either model alone. Fakhoury and Aubert (2017), for example, used the original TAM in conjunction with the IDT's compatibility construct to assess and explain the factors influencing the adoption of e-HRM in public enterprises, particularly in emerging economies. ...
... The study adapts dimensions of TAM and IDM as the theoretical lens to investigate the factors that influence the implementation of e-HRM systems in selected public institutions in a developing country like Ghana. The benefits of using these theories are well-documented in the IS and innovation management literature (Fakhoury & Aubert, 2017;Rogers, 2003;Venkatesh & Davis, 2000). The measurement items for perceived simplicity of usage, perceived usefulness, individual self-efficacy, behavioural intention to use technology and actual behaviour to implement e-HRM are selected from scales developed by Venkatesh and Davis (2000) and as utilised in a study conducted by Sharifzadeh et al. (2017). ...
Purpose: Governments in developing countries are riddled with operational inefficiencies. Many have turned to electronic service delivery to address these operational problems. With coronavirus disease 2019 (COVID-19) pandemic, the push for digitalisation has only got stronger. We use the technology acceptance model (TAM) and innovation diffusion model (IDM) to investigate the factors that influence the implementation of electronic human resource management (e-HRM) in selected public organisations in an emerging economy. Design/methodology/approach: Data were collected from key informants composed of human resource (HR) officers, supervisors, line managers and sections of employees in selected public sector organisations. The data were analysed using hierarchical regression techniques. Findings/results: The various dimensions of TAM and IDM were found to contribute to the implementation of e-HRM in public organisations significantly. Specifically, perceived simplicity of usage, perceived usefulness, self-efficacy, compatibility and facilitating conditions showed significant positive effects on e-HRM implementation intentions. Furthermore, compatibility and perceived ease of use significantly predicted perceived usefulness of e-HRM. Practical implications: The influence of the dimensions of TAM and IDM in e-HRM implementation intentions in public institutions in this study dictates that governments in developing nations need to pay attention to both technology features and employee’s technology capabilities to ensure smooth digitalisation of government business. Originality/value: The integration of TAM and IDM in assessing e-HRM implementation in a developing nation enriches e-government and HR management literature.
... Nowadays, nations commenced e-government into their system with the determination to guarantee improved and more up-to-date ways for governments to manage information. This is particularly true in the Western Asian regions, where although large sums of money and enormous resources have been invested in developing solutions and higher levels of services maturity, yet those goals have not been realised (Ebrahim & Irani, 2005;Fakhoury & Aubert, 2017;Nica & Potcovaru, 2015;Ritchi, Fettry, & Susanto, 2016). Much has been discussed about e-government projects in a wide range of countries around the globe; many researchers devoted time and attempts have been undertaken to assess e-government. ...
... These governments involve innovative operations, communications and technological infrastructures across multiple domains to provide sustainability and serve the needs of the public (Harsh & Ichalkaranje, 2015). By realising the numerous benefits, governments across the world have started allocating budgets worth billions towards moving from the traditional government to e-government (Ebrahim & Irani, 2005;Fakhoury & Aubert, 2017;Harsh & Ichalkaranje, 2015;Ibrahima & Selamat, 2015;Nica & Potcovaru, 2015). The e-government is the ideal type of performing public services in many countries aspire to establish, it involves the public in all its affairs, open and transparent (AlEnezi et al., 2018). ...
There are limited studies on e-government adoption among accountants in countries
experiencing conflicts. Similarly, there are limited studies that aim to investigate the
inefficient e-government adoption due to the lack of regulations support and poor
information system. Hence, the objectives of this study were to investigate the factors
influencing e-government adoption and whether regulation support plays a moderating
role in Iraq. This study used the Unified Theory of Acceptance and Use of Technology
(UTAUT) Model to develop the research framework. This study was underpinned by
five variables representing (public performance expectancy, public facilitating
condition, public effort expectancy, information system quality, and social influence)
were tested, and regulation support was included as a moderator with five moderating
hypotheses. Data were collected through OneDrive online survey compromising 400
sample, 108 from the Kurdistan Region, and 292 from Iraq. The result reveals that four
variables (public performance expectancy, public facilitating condition, information
system quality, and social influence) have a significant relationship with e-government
adoption. However, public effort expectancy shows an insignificant relationship with
e-government adoption. Interestingly, regulation support moderates the relationship
between (public effort expectancy, information system quality, and social influence)
and the e-government adoption. This study contributes to the richness of UTAUT
model with the inclusion of information system quality and regulation support to the
research framework. Also, this study offers valuable insights to the government and
policy-makers who are responsible for assisting in the e-government service
operations. The result also contributes to the explanation of e-government adoption
levels and the government could formulate strategies to encourage employees to adopt
e-government in the developing and conflict areas. Conclusions, limitations and
suggestions for future studies are also highlighted.
... UTAUT2 model showed higher superiority in the prediction of technology acceptance by achieving higher explanation of the variance in intention and use of technology (Venkatesh et al., 2012). Since its' introduction, UTAUT2 has received validation and extension in multiple fields including mobile banking (Baptista and Oliveira, 2015;Alalwan, Dwivedi and Rana, 2017;Merhi, Hone and Tarhini, 2019), internet banking (Alalwan, Dwivedi, Rana, Lal, & Williams, 2015), e-services (Fakhoury and Aubert, 2017), online shopping/ e-commerce (Fakhoury and Aubert, 2017;Tarhini, Alalwan, & Algharabat, 2019), e-learning (El-Masri & Tarhini, 2017), and usage of smartphone (Ahmed, Figure 1 Original UTAUT2 Model (Venkatesh, Thong, & Xu, 2012) Everatt and Fox-Turnbull, 2017; Ameen, Willis and Hussain Shah, 2018). These studies and validations have further established UTAUT2 as a more comprehensive framework for the evaluation technology acceptance and use in organisational and consumer context alike. ...
... UTAUT2 model showed higher superiority in the prediction of technology acceptance by achieving higher explanation of the variance in intention and use of technology (Venkatesh et al., 2012). Since its' introduction, UTAUT2 has received validation and extension in multiple fields including mobile banking (Baptista and Oliveira, 2015;Alalwan, Dwivedi and Rana, 2017;Merhi, Hone and Tarhini, 2019), internet banking (Alalwan, Dwivedi, Rana, Lal, & Williams, 2015), e-services (Fakhoury and Aubert, 2017), online shopping/ e-commerce (Fakhoury and Aubert, 2017;Tarhini, Alalwan, & Algharabat, 2019), e-learning (El-Masri & Tarhini, 2017), and usage of smartphone (Ahmed, Figure 1 Original UTAUT2 Model (Venkatesh, Thong, & Xu, 2012) Everatt and Fox-Turnbull, 2017; Ameen, Willis and Hussain Shah, 2018). These studies and validations have further established UTAUT2 as a more comprehensive framework for the evaluation technology acceptance and use in organisational and consumer context alike. ...
Mobile banking applications have gained popularity and have significantly revolutionised the banking industry. Despite the convenience offered by M-Banking Apps, users are often distrustful of the security of the applications due to an increasing trend of cyber security compromises, cyber-attacks, and data breaches. Considering the upsurge in cyber security vulnerabilities of M-Banking Apps and the paucity of research in this domain, this study was conducted to empirically measure user-perceived security of M-Banking Apps. A total of 315 responses from study participants were analysed using covariance-based structural equation modelling (CB-SEM). The results indicated that most constructs of the baseline Extended Unified Theory of Acceptance and Use of Technology (UTAUT2) structure were validated. Perceived security, institutional trust and technology trust were confirmed as factors that affect user's intention to adopt and use M-Banking Apps. However, perceived risk was not confirmed as a significant predictor. The current study further revealed that in the context of M-Banking Apps, the effects of security and trust are complex. The impact of perceived security and institutional trust on behavioural intention was moderated by age, gender, experience, income, and education, while perceived security on use behaviour was moderated by age, gender, and experience. The effect of technology trust on behavioural intention was moderated by age, education, and experience. Overall, the proposed conceptual model achieved acceptable fit and explained 79% of the variance in behavioural intention and 54.7% in use behaviour of M-Banking Apps, higher than that obtained in the original UTAUT2. The guarantee of enhanced security, advanced privacy mechanisms and trust should be considered paramount in future strategies aimed at promoting M-Banking Apps adoption and use.
... Tratando-se de informações governamentais, diversos setores da sociedade possuem interesse sobre eles. Por exemplo, os stakeholders, que são identificados como políticos, autoridades, funcionários e servidores públicos, empresas, organizações internacionais, organizações da sociedade civil, ativistas da sociedade civil, fundo de investimento, doadores de financiamento, provedores de TIC, setores acadêmicos ou privados e pesquisadores (ALBALUSHI et al., 2016;DA CRUZ et al., 2016;FAKHOURY;AUBERT, 2017;JETZEK, 2016;JORDAN et al., 2016;MILTGEN;SMITH, 2015;MOUZAKITIS et al., 2016;SAXENA;JANSSEN, 2017;SCHMIDTHUBER et al., 2017;WEERAKKODY et al., 2017b;YANNOUKAKOU;ARAKA, 2014). ...
... Tratando-se de informações governamentais, diversos setores da sociedade possuem interesse sobre eles. Por exemplo, os stakeholders, que são identificados como políticos, autoridades, funcionários e servidores públicos, empresas, organizações internacionais, organizações da sociedade civil, ativistas da sociedade civil, fundo de investimento, doadores de financiamento, provedores de TIC, setores acadêmicos ou privados e pesquisadores (ALBALUSHI et al., 2016;DA CRUZ et al., 2016;FAKHOURY;AUBERT, 2017;JETZEK, 2016;JORDAN et al., 2016;MILTGEN;SMITH, 2015;MOUZAKITIS et al., 2016;SAXENA;JANSSEN, 2017;SCHMIDTHUBER et al., 2017;WEERAKKODY et al., 2017b;YANNOUKAKOU;ARAKA, 2014). ...
Resumo: Com o advento da Lei de Transparência, o cidadão passou a ter acesso facilitado a dados abertos do governo. O Observatório Social do Brasil, maior instituição de voluntariado brasileira, avalia os portais de transparência. A metodologia de pesquisa PROKNOW-C selecionou artigos para fundamentar um modelo teórico de avaliação para portais de transparência, que possa ser aplicado e validado, permitindo discutir os resultados desse contexto. Para a análise dos dados, foi utilizada a Modelagem de Equações Estruturais, confirmando a influência direta da Distância do Poder, Qualidade do Sistema, Qualidade da Informação e Valor Público Percebido. Após análises, das 21 hipóteses, somente um terço foi validado. Dos construtos pertencentes à Cultura Nacional, somente Distância do Poder se tornou parcialmente relevante, enquanto os demais não ofereceram suporte ao modelo. O observador social, usando tecnologia da informação, percebe o valor dos dados disponibilizados, para realizar a sua atividade de fiscal e de cidadão. Palavras-chave: Transparência. Tecnologia da Informação (TI). Modelo de Adoção da Tecnologia (TAM). Observatório Social. Abstract: Through the advent of the Transparency Law, citizens have easier access to open government data. The Social Observatory of Brazil, as the largest Brazilian volunteering institution, evaluates the transparency portals. PROKNOW-C research methodology selected articles to support a theoretical evaluation model for transparency portals that can be applied and validated, allowing to discuss the results of this context. For data analysis, we used Structural Equation Modeling, confirming the direct influence of Power Distance, System Quality, Information Quality and Perceived Public Value. After analysis, evaluating the 21 hypotheses, only one third was validated. Of the constructs belonging to the National Culture, only Distance from Power is partially relevant, while the others did not support the model. The social observer, using information technology, perceives the value of the available data, in order to carry out fiscal and citizen activities.
... It is argued that users considerations like acceptance of the developed technologies and systems as well as their attributes (such as age, experience, gender and knowledge) seem to be imperative for e-government (Fakhoury and Aubert, 2017;Sarrayrih and Sriram, 2015;Oseni, Dingley and Hart, 2015). For instance, Oseni et al. (2015) point the relevance of users who have to adopt the system for usage -ultimately deriving benefits from the government electronic services (interpreted as IS success in e-government). ...
... Users possessing ICT skills use easily e-government services (Wittendorp, 2017). Knowledge about e-government services especially during initial learning experience is useful for IS success as it improves usage habits (Fakhoury and Aubert, 2017). In other hand, Chopra and Rajan (2016) show experience as a moderating variable. ...
Informed by Information System (IS) success model, most studies overlook users' attributes and do not consider the effect of technology in IS success area. The main aim of this paper was to analyze the moderating effect of technology on the relationship between users' attributes and IS success for e-government implementation in Tanzania. Quantitative method was utilized to test the hypothesis for the moderation effect. The area is Dar es Salaam in Tanzania. A survey was made to tax practitioners from the Tanzania Revenue Authority by use of a self administered questionnaire. Data collected from 246 respondents was analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM) assisted with SmartPLS 3. The findings revealed that there is a significant relationship between users' attributes and IS success (p = 0.000). Further results showed that technology does moderate the relationship between users' attributes and IS success (p = 0.001).
... E-government has been viewed as an institutional mechanism to spur efficiency, effectiveness and equity in the public sector in order to attain improved public service delivery (Cordella & Iannacci, 2010;Zouridis & Thaens, 2003). The use of ICT for service delivery has gained considerable attention in both academic and professional writings lately (Fakhoury & Aubert, 2017;Larsson & Grönlund, 2014). Therefore, Nigeria adopted e-government with the establishment of National Information and Telecommunication Agency (NITDA) and the enactment of the National Information Technology Policy (Abdulkareem, Ameen, & Ishola, 2016). ...
The innovation in ICTs and the resulting emergence of the internet were strong drivers for shifting to an information era from the industrial age. In this movement, nations found succour in using information technologies for service delivery and this becomes the most significant epoch in the history of governance transformation. Despite the huge commitment of the government towards the e-government project in Nigeria, significant growth is not yet recorded on the use of ICT in governance as evidenced in the 2018 recent ranking by the United Nations on e-Government global ranking and assessment, Nigeria was positioned on 143rd of the 193 United Nation Member States. This paper therefore sought to investigate the reasons for the poor performance in the sector. This was done through secondary data collected with a structured interview from ICT directors of eight (8) purposively selected Federal Agencies in Nigeria. With due use of thematic analysis of the interview data, the study found that the challenges confronting e-government implementation in Nigeria were national challenges such as infrastructural deficiency, ICT illiteracy in addition to peculiar challenges like data privacy, security concerns. The paper thus concluded that unless these problems are tacked, the likelihood of having a successful e-government implementation outing in Nigeria would remain a mirage.
... Previous research has examined the effects of consumer, product, and marketing factors on new product adoption(Frank et al., 2023;Lamey et al., 2018;Langley et al., 2012). The online context, with its myriad touchpoints and evolving dynamics, introduces additional complexities to the consumers' decision-making process, especially concerning new product adoption(Fakhoury & Aubert, 2017). We add to this stream of research on new product adoption by emphasizing the distinctive influence of online recommendation system in influencing these decisions. ...
Online retailers often recommend new products to consumers. The present study examined the influence of regulatory fit on consumers' click‐through intentions of new products recommended by online retailers. We proposed that regulatory fit resulting from aligning the product's regulatory focus and recommendation message's regulatory orientation positively influences click‐through intention of new product recommendations. In a laboratory study (Study 1), we found that regulatory fit increase consumers' click‐through behaviors of new product recommendations. Study 2 replicated the findings of Study 1 in a controlled online experiment and found support for regulatory fit—click‐through intentions relationship. Study 3 found that regulatory fit increases click‐through intentions for new products but not for existing products. Study 4 supported the mediating role of perceived efficacy and boundary condition of consumer innovativeness in the relationship between regulatory fit and click‐through intentions. This study contributes to the literature on new product adoption, regulatory focus, and product recommendation strategies. Furthermore, it helps online retailors develop effective recommendation strategies for new product recommendations.
... It is because training play a significant role in ensuring high self-efficacy for users, and for that reason the e-government should create some training programs for users to enhance their skilled human, and hence, become more likely to adopt e-government services . As a result, educating and training employees about new technologies enables them to be more adaptable to change (Fakhoury and Aubert, 2017). ...
E-government is a global trend that accelerates across countries, which affiliates firm's internal and external connections and transactions, resulting in firm's transparency and efficiency. However, interoperability within organisations is limited and ineffective in developing countries like Algeria. Thus, the current study examines the factors influencing e-government adoption using the DOI and TOE frameworks, which encompasses IT infrastructure, security, top management support, organisational culture, awareness, and training. This research also examines the role of government policy as the moderating effect between the interrelationships. Stratified sampling was used to test the hypotheses. The data were collected through a survey from 170 top management executives of petroleum companies in four regions of Algeria (South, North, West, and East). SPSS version 26.0 and PLS-SEM 3.3.3 were used to analyse the data. The findings indicated that only IT infrastructure and top management support influencing e-government adoption. Only security and training were moderated by government policy, whereas awareness was negatively moderated. The findings of this study will assist researchers, policymakers, and Algerian petroleum companies in prioritising the improvement of IT infrastructure and top management support to enhance e-government adoption in Algeria.
... Facilitating conditions pertain to the availability of resources, infrastructure, and technical support necessary for the successful implementation and utilization of e-governance. Public sector universities should provide adequate technological infrastructure, training programs, and ongoing support to facilitate the adoption and utilization of e-governance (Fakhoury & Aubert, 2017). ...
The study aimed to investigate the factors influencing the adoption of e-governance in Pakistan's public universities and how that adoption has affected organizational performance. An online Likert scale survey was utilized to gather information from 350 participants from different public universities in Pakistan. The data were examined using descriptive statistics and correlation analysis. The findings suggest that organizational culture, infrastructure, and leadership support are among the elements impacting the adoption of e-governance at Pakistan's public sector universities. A further finding of the study was that e-governance adoption benefited organizational performance, including effectiveness, efficiency, and customer satisfaction. The study emphasizes the significance of e-governance adoption at public sector universities and the demand for successful policies and strategies to support its implementation. To increase organisational performance and raise the standard of higher education in Pakistan,
... Ebbers et al., 2016). The knowledge gained during the use of e-service channels built on usage experience will increase the adoption of e-services (Fakhoury & Aubert, 2017). It is also explained in the channel expansion theory that this experience will also affect service channel choice in the community. ...
This study aims to identify the factors that influence the use of service channels in accessing government services. A literature review was conducted using the Google Scholar database. Articles are limited to Scopus indexed journal and proceeding. In addition, the object of this research is limited to the citizen so that the e-government relationship that is discussed is only government to citizen (G2C). The results showed that there are several factors that influence the selection of individual channels, namely socio-demography, tasks, individual factors, external factors, and technology. This finding can help the government to provide electronic service channels that are in accordance with the citizen channels usage, so as to increase the use of electronic services.
... The UTAUT has been revised by Venkatesh et al. (2012) in order to explore voluntary usage and better adapt it to the consumer use framework by incorporating factors such as HM, PV, and HT. This model has been used in several areas, including e-learning (El-Masri and Tarhini, 2017), online shopping , e-services (Fakhoury and Aubert, 2017), smartphones (Ameen et al., 2018), mobile banking (Alalwan et al., 2017;Baptista and Oliveira, 2017;Merhi et al., 2019), and Internet banking (Alalwan et al., 2015), as a comprehensive tool to understand consumer or organization intentions to adopt a technology. This study, therefore, extended UTAUT2 by taking into account entrepreneurs' innovation, ITK, and trust. ...
This study examines critical factors influencing Omani entrepreneurs’ adoption of the internet of things (IoT) by expanding the constructs at the unified theory of acceptance and use of technology (UTAUT2) with entrepreneurs’ innovativeness, IT knowledge (ITK), and trust. A cross-sectional survey questionnaire was used to collect data from 158 entrepreneurs in Oman. Data were analyzed through the structural equation modeling technique using SmartPLS. The results indicated that performance expectancy, habit, social influence, trust (TR), ITK, and entrepreneurs’ innovativeness (PI) significantly affect Omani entrepreneurs’ intention to adopt IoT. Nonetheless, the results show that there is no significant relationship between hedonic motivation, effort expectancy, price value, and facilitating conditions to adopt IoT. This study contributes to previous literature by incorporating entrepreneurs’ innovativeness, ITK, and trust into UTAUT2. Furthermore, this study was conducted in a Middle Eastern country with solid support from the government for entrepreneurs; also, there is a gap in such studies in this area. This study helps practitioners in the field better understand how to influence entrepreneurs, push them toward using IoT applications further, and encourage non-users to start using them.
... TAM identifies the technology acceptance level of users'. Both reliability and validity tests are carried out through this model (Davis et al., 1992;Fakhoury & Aubert, 2017). King and He (2006) suggested the TAM validate the system performance. ...
In the era of electronic-learning 3.0, existing dimensions related to technologies and learner are not adequately explored while discussing e-learning adoption. In the current study, technology and learner dimensions are converged to overcome this insufficiency in analysing e-learning adoption. Earlier studies have reported less about e-learning adoption in higher education through the users' lens. System parameters and learner attributes were derived from theories of information systems and literature on learning theories. To validate the research model, 704 responses were collected through a questionnaire survey from India, where e-learning is gearing up. The present article utilised Partial Least Square Structural Equation Modeling (PLS-SEM), which describes the relationship between constructs in the research model. The study identifies technology and learner dimension factors that influence e-learning adoption in developing countries like India. The study also put forward implications and policy recommendations from the findings.
... Research has shown that employees' IT engagement, work-related motivation, and energy may decrease with age (Pirkkalainen, Salo, & Makkonen, 2020). IT service-providing is also a knowledge-based occupation; learning and education can help an individual develop necessary IT-related knowledge and capabilities (Fakhoury & Aubert, 2017). The employees' professional expertise can also increase as they gain work experience (Reychav & Weisberg, 2009). ...
Developing a strong and positive information technology (IT) service climate is important to ensure high-quality IT services. The influence of job resources and personal resources on the IT service climate and the mediating effect of the IT service climate on IT service quality were explored in this study qualitatively and quantitatively. Among the various job resource factors, we found that training, reward, and information system (IS) support can improve the IT service climate. Coworker support shows a non-significant effect on IT service climate. Among the personal resource factors, self-efficacy and hope have significantly positive effects on the IT service climate. Optimism and resilience do not appear to significantly affect the IT service climate. Our results confirm that the IT service climate is an important mediator in enabling certain antecedents to properly impact IT service quality. The IT service climate was found to fully mediate the effects of training, reward, IS support, and hope while partially mediating the effect of self-efficacy. The effect of the IT service climate on IT service quality is also strengthened by a high customer contact frequency. The results presented here may provide scholars and practitioners with a comprehensive, workable understanding of the IT service climate.
... User habits relate knowledge, age, and gender to behavioral intention and use behavior (Tadesse et al., 2018). User habits can significantly affect user behavior (Fakhoury & Aubert, 2017). People who use technology and systems have a greater ability to adopt emerging technologies even before using technology (Chao, 2019). ...
The study examines the role of facilitating conditions and user habits in the use of technology in Online Learning Platform (OLP) in Indonesia. The adoption of online learning, persistence, and learning results in online platforms is essential for ensuring that education technology is implemented and gets as much value as possible. People who use technology and systems will embrace new technologies even more. This quantitative study is based on a survey of 254 respondents, who were active users of the technology, and considers the facilitating conditions and user habits variables. Two research hypotheses were tested using the Partial Least Square-Structural Equation Modeling method. Cronbach's Alpha, path coefficient, AVE, R-square, T-test were applied. The results showed that the factors significantly influence the Online Learning Platform technology behavioral intention. This impact is primarily associated with the availability of the resources required to use OLP technology. The availability of these resources includes supporting infrastructures such as widespread Internet access, easy access to mobile devices, and file sizes that affect access speed. The findings of this study suggest that it is necessary to introduce and increase the availability of resources for using OLP technology, and familiarize people with the technology features.
... Moreover, UTAUT2 has since been applied, validated and extended in multiple fields such as e-services (Fakhoury and Aubert, 2017), Mobile banking (Baptist and Oliveira, 2015; Alalwan et al.,2017), Online shopping (Tarhini et al., 2019;An et al., 2016) Internet banking (Gaitan et al., 2015;Alalwan et al., 2014), smartphone (Ameen et al., 2018;Ahmed et al., 2017) and e-learning (Raman and Don, 2013;El-Masri and Tarhini, 2017) The proposed research model is adopted from the summarised version of the UTAUT2 model. Figure 1 presents the proposed conceptual framework and a detailed explanation of each factor is presented in the next subsections. ...
This study aims to examine the key factors that may hinder or facilitate the adoption of mobile banking services in a cross-cultural context. A conceptual framework was developed through extending the Unified Theory of Acceptance and Use of Technology UTAUT2 by incorporating three additional constructs, namely trust (TR), security (PS) and privacy (PP). Data were collected using an online survey and a self-administrated questionnaire from 901 mobile banking users who were either Lebanese or English. These were analysed using structural equation modelling based on AMOS 23.0. The results of this analysis indicated that behavioural intention towards adoption of mobile banking services was influenced by habit (HB), perceived security (PS), perceived privacy (PP) and trust (TR) for both the Lebanese and English consumers. In addition, performance expectancy (PE) was a significant predictor in Lebanon but not in England; whereas price value (PV) was significant in England but not in Lebanon. Contrary to our expectation, Social Influence (SI) and Hedonic Motivations (HM) were insignificant for both the Lebanese and English consumers. Overall, the proposed model achieved acceptable fit and explained 78% of the variance for the Lebanese sample and 83% for the English sample – both of which are higher than that of the original UTAUT2. These findings are expected to help policy makers and bank directors understand the issues facing mobile banking adoption in different cultural settings. Subsequently, they will help guide them in formulating appropriate strategies to improve the uptake of mobile banking activities. As the low mobile banking adoption rate in Lebanon can be attributed to the novelty of this technology, the Lebanese banking sector stands to greatly benefit from this study.
This qualitative study examined the impact of social media characteristics on the attitude of users toward the use of e-services by the Department of Lands and Survey. The study population comprised users of Department of Lands and Survey e-service, while the study sample comprised 407 users. Data from respondents were analyzed using SEM run using Amos (23). Results showed reliability, security, website design, ease of use, awareness, and digital divide as direct significant antecedents of user attitude toward the use of e-services from the Department of Lands and Survey. Also, all antecedents showed direct significant relationships with user attitude. Results showed a direct significant relationship between user attitude and the use of e-services from the Department of Lands and Survey. Through mediation of user attitude, five indirect significant relationships between the antecedents and the use of e-services from the Department of Lands and Survey were found. The inclusion of new antecedents such as privacy and site content may enhance the understanding of how users use e-services provided by the Department of Lands and Survey.
There have been significant efforts to promote digital banking and payment in India. As a part of digital banking, the unified payments interface became the fastest payment system in India with its distinctive features. This platform plays a strong role to amplify the Digital India initiative launched by the Indian government. In this paper, the present understanding is enhanced through the extended Unified Theory of Acceptance and Use of Technology (UTAUT2). The novelty of the proposed model considers three new parameters namely, security, privacy, and technology proficiency of user as a measurement of customer acceptance of UPI. The model was empirically validated with data collected from 198 Indian adults. User habits, hedonic motivation, facilitating condition and data privacy impacted behavioural intention to use UPI apps among users. UPI usage habits and data privacy significantly impacted the respondents' use behaviour. The study offered implications to theory and practice for enhancing the usage and percolation of UPI among the Indian populace.
Issu de la théorie unifiée de l’acceptation et de l’utilisation de la technologie (UTAUT), cet article explore le rôle de l’anxiété et de la pression psychologique pour obtenir du dollar en temps de crises multiples, comme facteurs modérateurs de l’intention des entrepreneurs-managers de PME à adopter la vente digitale à l’international. L’adoption de la vente numérique internationale au sein des PME, en période de crises multiples, a reçu peu d’attention dans le contexte libanais. Cette étude quantitative a été complétée par trois études de cas qui incluent des entretiens semi-directifs. Nous avons testé nos hypothèses sur un échantillon de 343 entrepreneurs. Les résultats montrent que l’attitude (ATT) médiatise positivement la relation entre l’effort espéré (EE) et l’intention d’adopter la vente numérique internationale. Cependant, l’attitude (ATT) médiatise négativement la relation entre la performance espérée (PE) et les conditions facilitatrices (FC) pour adopter la vente numérique internationale. Au contraire, les résultats obtenus n’ont pas confirmé l’importance de l’anxiété (ANX) à adopter la vente numérique internationale dans les analyses de modération. Cependant, ils ont confirmé l’importance de la pression psychologique pour obtenir du dollar (pression externe) en temps de crises multiples.
Purpose – This study aims to develop cause-and-effect relationships among the critical success factors(CSFs) of fintech adoption and rank these CSFs based on their importance in the model.
Design/methodology/approach – To achieve the objectives of the study, the Fuzzy Decision-Making Trial and Evaluation Laboratory (FDEMATEL) approach was used. The data was collected from 16 experts using a questionnaire.
Findings – The findings demonstrated the interrelationships among the CSFs. In total, 16 critical factors were recognized as causal factors, and the remaining eight were considered effect factors. The CSFs were ranked based on their importance in fintech adoption.
Originality/value – This study is novel as it investigates CSFs of fintech adoption using FDEMATEL, and it contributes to understanding the nature of these factors and how they affect fintech adoption. The findings propose a significant basis to deepen fintech adoption and deliver a clue to design a practical framework for fintech adoption.
Purpose
This paper studies the Digital Service Innovation (DSI) concept by systematically reviewing earlier studies from various scholarly communities. This study aims to recognize how recent advances in DSI literature from different research streams complement and can be incorporated into the growing digital servitization literature to define better and understand DSI.
Design/methodology/approach
After systematically identifying 123 relevant articles, this study employed complementary methods, such as author bibliographic coupling, linguistic text mining/textual analysis and qualitative content analyses.
Findings
This paper first maps the intellectual structure and boundaries of the DSI-related communities and qualitatively assesses their characteristics. These communities are (1) Innovation for digital servitization, (2) Service innovation in the digital age and (3) Adoption of novel e-services enabled by information system development. Next, the composition of the DSI concept is examined and depicted to comprehend the notion's critical dimensions. The findings discuss the range of theories and methods in the existing research, including antecedents, processes and outcomes of DSI.
Originality/value
This study reviews, extends the understanding of origins and critically evaluates DSI-related research. Moreover, the paper redefines and clarifies the structure and boundaries of the DSI-concept. In doing so, it elaborates on the substance of DSI and identifies the essential themes for its understanding and conceptualization. Thus, the study helps the future development of the concept and allows knowledge accumulation by bridging adjacent research communities. It helps researchers and managers navigate the foggy emerging research landscape.
Purpose
The COVID-19 crisis has sped up digital transformation and technologies by several years. Customers have dramatically shifted to online channels, and businesses have quickly responded by offering additional canals for online shopping and payment. Customers have also been exhibiting greater preferences for contactless payments, and mobile banking has therefore become a norm in both developed and developing countries. This study aims to understand the antecedents of mobile banking actual usage in an early adoption stage setting (i.e. Morocco) through a comprehensive conceptual model combining the unified theory of acceptance and use of technology, the DeLone and McLean IS success model and additional constructs extracted from extent literature. The moderating effects of age, gender and education are also examined and analyzed using multigroup analysis.
Design/methodology/approach
Based on data collected from 616 Moroccan users, the authors empirically tested the proposed conceptual model using structural equation modeling.
Findings
First, consumer M-banking actual usage has a significant effect on customer satisfaction and attitudinal loyalty; at the same time, attitudinal loyalty was significantly influenced by customer satisfaction. Second, while M-banking actual usage was significantly influenced by effort expectancy, social influence, facilitating conditions, hedonic motivation, price value, habit, service quality, trust, attitude and perceived security, the results show no significant impact of system quality and information quality. Third, the relationship between M-banking actual usage and its antecedents was significantly moderated by age, gender and education.
Practical implications
The findings help bank practitioners to understand the importance of meeting customers’ needs and expectations as a prerequisite in enhancing actual usage, satisfaction and attitudinal loyalty. More importantly, the authors emphasize the need for demographically oriented strategies to target different demographic segments of customers.
Originality/value
The study bridges a gap in M-banking literature by offering a thorough understanding of consumers’ mobile banking use during the pandemic. The findings provide evidence of the applicability of the conceptual model proposed in this research. Furthermore, the reflection of the moderating effects of gender, age and education emphasizes the mobile banking usage disparities among dissimilar demographic segments.
Financial technology (FinTech) is currently rising due to its essential impact on the economy. The availability of FinTech provides an easier way for consumers to access various financial products through digitalised platforms. Unfortunately, the rate of FinTech adoption in the market is still scant due to various risks and the market perception towards its products. This article aims to develop a systematic literature review on the FinTech product adoptions during the last decades. The article provides a review of various theoretical frameworks used by previous research. As a result, this study outlines the factors that enhance FinTech adoption from the adopters’ (consumers) and innovators’ (firms) standpoint. The article also offers a new theoretical framework to enhance market adoption by highlighting firms’ internal and external focus together with consumers’ internal and external factors. This study highlights the importance of communications between firms and consumers in order for the firms to match their focus with consumers’ factors to enhance the FinTech adoption.
This paper assesses the digital divide between and within the 28 member-states of the European Union. The analysis comprised four socio-demographic contexts: age, education, gender, and income. Because of the digital divide’s complexity, a multivariate approach was applied - factor analysis with oblique rotation, which resulted in two distinct dimensions: e-Services and Social Networks. To test the significant differences of European Union positioning and European Union disparities, Multivariate Analysis of Variance and Squared Rank Test were computed. Findings show that e-Services adoption is influenced primarily by the education level of individuals, while Social Networks adoption is more affected by individuals’ age.
In this digital era, it is important to make a wise course choice since the building blocks of a career starts from choosing the career-specific course. With the number of online courses available, it is tough to differentiate a relevant career-focused course from a mediocre one. Hence, the authenticity and validity of a particular course influence the career choice of individuals. The other important factor is perceived benefits. Additionally, an increasing number of educational businesses has already integrated or plans to integrate social media applications into their marketing plans to reach and attract future students, thus showing a shift from traditional ways of marketing. As the nature of this study is both purposive as well as probabilistic, a mixed method approach has been chosen. The study consists of two phases: the exploratory research process consisting of the literature review, the semi-structured interviews with information technology professionals to form the questionnaire and hypotheses. The researchers found that through personal inputs strongly influence the learning experiences, authenticity and perceived benefits of a course plays the most important role in the individual’s decision to adopt a technical course. The practical and research implications have also been discussed.
This article explores the perceptions of senior managers about the successful implementations of e-government projects in their agencies, identifying what problems they have encountered and how they have addressed these problems better. 17 e-government projects were interviewed to reveal their underlying perceptions on the successful implementation of e-government projects in their agencies. After analyzing their interview transcripts, forty-nine constructs were revealed, refined, and categorized. The findings indicate that there is a lack of consensus among project managers about what constitutes e-Government project success, there was agreement across all levels of management that project success needs to be measured through a set of quantitative measures such as the number of transactions submitted through the e-government system, number of users using the system, and total time required to complete a process. Drawing from the empirical findings, this article presents a conceptual framework for change management in e-government projects together with a set of recommendations.
The adoption of e-government has remained below expectations and the efforts of many countries have remained vain. The low adoption of e- services has left marginalized citizens out of the system and not using e-services. The aim of Intelligent government (i-government) is to serve intelligently all citizens including the marginalized one with services adapted to their characteristics needs and wants and educate them on the public value of e-government. Among the critical tools for an effective i-government, public segmentation is a priority one. We conducted a survey among 262 citizens in Lebanon. A cluster analysis using key attributes (trust of government, trust of internet, behavioural intentions to use e-services and demographics criteria) uncovered three distinct citizen segments that can unlock the key characteristics of citizens to improve access to e-services. This analysis confirmed the appropriateness of the market segmentation in understanding citizens’ needs and wants toward e-government services.
Purpose- The purpose of this study is to explore and investigate empirically the relationship between perceived usefulness, perceived ease of use, perceived information quality, and intention to use egovernment to gather information and conduct transactions by Jordanian citizens. Motivations- The motivations for conducting this study are: this work has never been done in the Jordanian e-government context; there is a significant part of e-government literature that investigates various factors that determine intention to use e-government in developed countries, however, there is a dearth of studies that investigate intention to use e-government for gathering information and conducting transactions in developing countries; and finally, it is an empirical research where important findings emerge and as a result, relevant managerial implications are provided. Design/methodology/approach- A questionnaire survey was developed based on the related literature. The original version of the questionnaire was in English then translated into Arabic. The questionnaire was circulated to a selected sample of Jordanian citizens who are aware of e-government services. Findings- The results of data analysis have revealed that Jordanian citizens perceive that e-government system is useful, easy to use, and to some extent has a high level of information quality. The results have also showed that there is a significant positive relationship between perceived usefulness, perceived ease of use and perceived information quality and intention to use egovernment for gathering information and conducting transactions. Finally, the results suggest that citizens' gender and level of education make some differences in terms of using e-government for gathering information rather than for conducting transactions. Research limitations- This research has not taken into consideration all the contextual factors that may determine intention to use e-government for gathering information or conducting transactions. Also, it did not take into account the possibility of any intervening, mediating, and moderating variables that may strengthen the hypothesized relationships in the research model. Practical implications- As this research focuses on perceived usefulness, perceived ease of use, perceived information quality and tries to link those with intention to use, as result; it will encourage the use of e-government for gathering information and conducting transactions. It also raises the policy and decision makers' awareness of how Jordanian citizens are going to use e-government services. Finally, it gives e-government project national team an idea of how to design e-government strategy according to citizens' needs.
Electronic government (EG) refers to a computer application employed in government activities and operations,where both government and the public are enabled to interact and transact online. The practicability of EG hasnot been largely explored in the context of Iraq, owing to the conflicting activities it has been experiencing in thepast few years. Prior to EG adoption, variables have to be examined such as infrastructure, social factors,security, skills, users’ behavior etc. The present study aims at examining the related variables that couldpotentially bar the EG services adoption in Iraq with the help of the Unified Theory of Acceptance and Use ofTechnology (UTAUT). Three independent variables are examined namely effort expectancy, performanceexpectancy, and social influence – the influence of these variables on the EG services uses as the dependentvariable is examined. The study proposes a quantitative examination of the EG services usage behavior with datagathered from Iraq. The study findings are then discussed.
Consumer education and behavioural intention to use e-government services in Lebanon. We explore the effect of consumer education on the likelihood of increasing the behavioural intention to use e-government services in Lebanon in the context of initial learning experience . E-government refers to the use of information and communication technology to improve public administration. The adoption of e-government systems by end users has remained below expectations and the efforts of many countries have remained vain. Scholars have found that the low adoption and use of e-government services by end users for e - services are still major barriers to successful e-government implementation. Among the critical actions suggested by scholars, consumer education through training is a priority one. The results of this quantitative study show that by developing basic content and process oriented consumers’ knowledge on e-government during initial learning experience, a critical period of time where end users decide whether they adopt this service or not, citizens will increase their behavioural intention to use of e-government services.
Cette recherche analyse les déterminants à l'origine de l'adoption de l'e-Gouvernement par les communes. Comme le met en évidence la littérature empirique, la mise en place d'une offre de services numériques est conjointement déterminée par les caractéristiques internes aux communes et par un effet d'apprentissage informationnel par l'observation des communes géographiquement voisines ou similaires en taille de population. Comme contribue à le montrer le présent article, analysé au niveau des communes d'appartenance départementale similaire, l'influence de ces déterminants sur le choix d'adoption de l'e-Gouvernement local est spécifique au territoire. L'adoption de l'e-Gouvernement par les communes peut en effet être expliquée par une logique de diffusion verticale, en plus d'une logique d'imitation par apprentissage observationnel des communes géographiquement voisines. L'adoption de l'e-Gouvernement par les communes relève en effet de modèles de diffusion régionale différents selon la taille des communes.
Vecteur de modernisation de l'administration, l'offre de services en ligne a suscité nombre d'initiatives ces dernières années sans vraiment réussir à séduire les usagers
Research dealing with various aspects of* the theory of planned behavior (Ajzen, 1985,
1987) is reviewed, and some unresolved issues are discussed. In broad terms, the theory is
found to be well supported by empirical evidence. Intentions to perform behaviors of different
kinds can be predicted with high accuracy from attitudes toward the behavior, subjective
norms, and perceived behavioral control; and these intentions, together with perceptions of
behavioral control, account for considerable variance in actual behavior. Attitudes, subjective
norms, and perceived behavioral control are shown to be related to appropriate sets of salient
behavioral, normative, and control beliefs about the behavior, but the exact nature of these
relations is still uncertain. Expectancy value formulations are found to be only partly
successful in dealing with these relations. Optimal rescaling of expectancy and value
measures is offered as a means of dealing with measurement limitations. Finally, inclusion of
past behavior in the prediction equation is shown to provide a means of testing the theory*s
sufficiency, another issue that remains unresolved. The limited available evidence concerning
this question shows that the theory is predicting behavior quite well in comparison to the
ceiling imposed by behavioral reliability.
This paper identifies the factors that determine users' acceptance of e-Government services and its causal relationships using a theoretical model based on the Technology Acceptance Model. Data relating to the constructs were collected from 200 respondents in Malaysia and subjected to Structural Equation Modeling analysis. The proposed model fits the data well. Results indicate that the important determinants of user acceptance of the e-Government services are perceived usefulness, ease of use, compatibility, interpersonal influence, external influence, self efficacy, facilitating conditions, attitude, subjective norms, perceived behavioral control, and intention to use e-Government services/system. Finally, implications and recommendations of these finding are discussed.
E-government facilitates provision of relevant government information in electronic form to the citizens in a timely manner and better service delivery to citizens. Information Technology today is recognized as an effective tool for turning the economic activity in efficient governance and in developing human resource. E-government is a kind of governmental administration which is based on ICT Services. The essence of e-government is using information technology to break the boundary of administrative organizations, and build up a virtual electronic government. E-government initiatives are common in most countries as they promise a transparent, citizen-centric government and reduce operational cost. Emerging with E-government, theories and practices of public administration have stepped into a new knowledge era. E-government presents a tremendous impetus to move forward with higher quality, cost-effective, government services and a better relationship between citizens and government. This paper discusses the different issues, challenges, adoption factors for e-government implementation, conceptual demarcation on these factors and, presents a conceptual framework for better e-government performance.
Purpose
The purpose of this paper is to empirically examine the performance of the alternative IS/IT adoption models used more frequently in the citizen centric adoption of e‐government systems. Such analysis will not only provide a trend about the models and subsequent constructs being utilized in this area of research but also guides us toward laying a foundation for the formulation of an alternative integrated model for citizen centric adoption of e‐government services.
Design/methodology/approach
The relevant secondary data from 87 research studies on citizen centric e‐government services were analysed to examine the performance of some of the most frequently used alternative models (e.g. technology acceptance model (TAM), diffusion of innovation|innovation diffusion theory (DOI|IDT), DeLone and McLean IS success model, unified theory of acceptance and use of technology (UTAUT), and theory of planned behaviour (TPB)) of IS/IT adoption in this area of research.
Findings
The findings of this research indicate that TAM is by far the best suited model for analysing citizen centric adoption of e‐government services. It was also found that although diffusion of innovation|innovation diffusion theory (DOI|IDT) is the second highly used model, only three of its constructs (i.e. compatibility, complexity, and relative advantage) were in use across various studies. Moreover, it was visualised that constructs such as triability and observability were never used in the e‐government context. Similarly, the constructs from TPB have not been used up to the presence of the model across various studies. All the constructs (i.e. performance expectancy, effort expectancy, and social influence) of the UTAUT model, except facilitating conditions, have been used quite regularly.
Research limitations/implications
This research evaluates the various IS/IT adoption research models being used in e‐government adoption only on the basis of their performances across the existing research studies. The evaluation of the performance of such models may not reflect their true picture only through meta‐analysis.
Originality/value
This paper presents a comprehensive meta‐analysis of some of the most frequently used IS/IT adoption models in the context of e‐government adoption research. Such analysis would help us picking up the most appropriate models and/or their constructs for developing an alternative model for our research.
Purpose
The purpose of this paper is to explore the factors that enable end‐user adoption of e‐government services in Pakistan, where these facilities are at a rudimentary stage.
Design/methodology/approach
Following previous research on e‐government services adoption, this study employs the Unified Theory of Acceptance and Use of Technology (UTAUT) model to examine the influential factors of the adoption and use of e‐government services in Pakistan from a citizen perspective. An online survey was conducted and a statistical descriptive analysis was performed on the responses received from 115 Pakistani citizens.
Findings
In line with previous research, the findings show that performance expectancy, effort expectancy, facilitating conditions and social influence are the factors that affect the user's adoption of e‐government services in Pakistan. Furthermore, the results show that lack of awareness, user data privacy, lack of appropriate support and assistance hamper the process.
Practical implications
The findings are useful for policy‐makers and decision‐makers to develop a better understanding of citizens' needs. The adopted model can be used as a guideline for the implementation of e‐government services in Pakistan. This study suggests that government should run extensive advertising campaigns to ensure that people are aware of the services and use them. This implies that government should place emphasis on increasing awareness of the services, show the benefits of citizens, and encouraging confidence in the system.
Originality/value
This study is one of the few to examine what influences citizens adoption of e‐government services in South Asia. This paper is the first step exploring end‐user adoption of the e‐government services of Pakistan using UTAUT model. Corresponding to previous research, this study enforces the significance of particular factors that need to be considered when the goal is to increase e‐government services adoption in developing countries, particularly South Asian.
The aim of this research is to investigate citizens’ behaviour and the role of ‘Citizen Service Canters’ (CSCs) in e-Government adoption. The ultimate aim is to contribute to the understanding of the user's intention drivers or barriers at the local government level in adoption and diffusion of e-Government realms in Greece, building a theory and proposing a validation research framework, by using a quantitative research approach. It validates the UTAUT model in the Greek context focusing on the importance of CSCs as intermediaries. A SEM validation of the proposed model reveals that ‘performance expectancy’, ‘effort expectancy’, ‘trust of intermediary’ played by CSCs, ‘trust of the government’, ‘trust of internet’, and finally ‘social influence’ are key drivers influencing directly or indirectly the user's intention. At the practical level, the research aims to help e-Government policy decision makers and web designers to better plan, design and implement policies and strategies to increase the take up of e-Government services.
For products that require skills to use, such as computers, cell phones, and sports equipment, consumers’ purchase and usage decisions often depend on their prediction of the speed with which they will master the relevant skills. In this article, we identify a systematic pessimism in predictions of such skill learning occurring in the initial skill-acquisition phase of product use. After initially trying new products, people underpredict how quickly they will acquire the skills required for product use. Further, we find that this underprediction of learning is due to a failure to appreciate how rapidly task experience leads to a shift from system 2 to system 1 processing. In six experiments, we document the effect, examine its generality across several tasks, and demonstrate its consequences for product devaluation and abandonment. We conclude with a discussion of implications for customer service, promotions, and the design of new products.
This article offers a new perspective on e-government by documenting the categories of e-government discourses, and evaluating them within a public value framework. Understanding e-government discourses is significant, since these discourses represent contested visions of e-government, and one can derive a feel for public sentiment about e-government from the discourses used in the media. The findings are accumulated through an inductive analysis of 85 newspaper articles, published during the year of 2010, in three top-selling, ideologically different, nationally circulating Turkish newspapers. In these 85 articles, 98 discourses presented by 90 policy actors are found. Five positive and four negative discourse categories and their relationships emerged from the analysis of the data. The results show that, government reform efforts shaped by the New Public Management movement and Turkey's harmonization efforts with the global political system in general, and with the European Union in particular, are influential in the presentation of e-government projects to the Turkish public through newspapers.
In this article, an attempt is made to explain the descriptive data of a large-scale representative survey of the use of government Internet services by the Dutch population in 2006 by means of a multidisciplinary model of technology acceptance and use that is applied to these services. Ultimately, the model is tested with structural equation modeling techniques. It appears to fit to the data after some modifications and exclusion of variables. The ultimate model could be used to explain the acceptance and use of government Internet services. The larger correlation model could serve as a framework for research of Internet services in general.The social–demographic and psychological factors usually investigated in new technology acceptance and usage research do not prove to be strong here. Instead, it is demonstrated that the availability of Internet services, the knowledge of this availability, the preference to use digital channels, and the ability and experience to do this are the primary conditions.The most general conclusion drawn is that the acceptance and use of government Internet services is a matter of learning, and that acceptance and use should be analyzed as a dynamic process. People will stick to their habits of using traditional channels unless they happen to learn a better alternative.Governments are recommended to add a demand-side orientation and benchmarking for the supply of government Internet services and to develop service tracking technologies monitoring usage and users.
ABSTRACT Prior research has provided valuable insights into how and why employees make a decision about the adoption and use of information technologies (ITs) in the workplace. From an organizational point of view, however, the more important issue is how managers make informed decisions about interventions that can lead to greater acceptance and effective utilization of IT. There is limited research in the IT implementation literature that deals with the role of interventions to aid such managerial decision making. Particularly, there is a need to understand how various interventions can influence the known determinants of IT adoption and use. To address this gap in the literature, we draw from the vast body of research on the technology acceptance model (TAM), particularly the work on the determinants of perceived usefulness and perceived ease of use, and: (i) develop a comprehensive nomological network (integrated model) of the determinants of individual level (IT) adoption and use; (ii) empirically test the proposed integrated model; and (iii) present a research agenda focused on potential pre- and postimplementation interventions that can enhance employees' adoption and use of IT. Our findings and research agenda have important implications for managerial decision making on IT implementation in organizations.
Information and communication technology facilities offered by the Internet have encouraged not only business enterprises, but also governments around the globe to invest significantly into electronic service delivery in the form of e-government. While the numbers of the different national e-government initiatives have rapidly increased in the last three years, the success of these will largely depend on whether the services they offer will be used by the citizens of the respective countries. Initial efforts to deploy e-government in the UK suggest that many local boroughs are lagging behind the national expectations for e-government due to various social and technical challenges. This paper will identify and examine the impact of these challenges on realising e-government through the results of an exploratory study in one of the largest
The pretest-posttest control group design (or an extension of it) is a highly prestigious experimental design. A popular analytic strategy involves subjecting the data provided by this design to a repeated measures analysis of variance (ANOVA). Unfortunately, the statistical results yielded by this type of analysis can easily be misinterpreted, since the score model underlying the analysis is not correct. Examples from recently published articles are used to demonstrate that this statistical procedure has led to (a) incorrect statements regarding treatment effects, (b) completely redundant reanalyses of the same data, and (c) problems with respect to post hoc investigations. 2 alternative strategies-gain scores and covariance-are discussed and compared. (19 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Success of many products depends on how consumers learn to use them. This research suggests that initial product trial may lead to jumps in consumer learning. Such discontinuities in learning co-occur with the experience of insight—namely, a better conceptual understanding of how to use the product. Notably, such learning also positively affects downstream outcomes such as affect and usage intentions. Whereas exploration during initial trial facilitates insight-based learning, usage instructions seem to limit this type of learning. The implication for marketing managers is to structure initial trials in a manner conducive to exploration, thus leading to insight-driven learning and the associated positive outcomes.
As a solution to declining political and civic participation, many governments are seeking to increase the number of citizens who participate in policy-making and governance. Contrary to early expectations, recent research suggests that new information and communications technologies (ICTs) may not increase participation rates in formal organisations, and so may not improve participation rates. The Mobhaile project in Ireland is an example of a local government initiative which combines service provision ('e-government') functions and facilities for voluntary, community and business organisations that enhance social capital in local communities, while also enabling civic participation functions ('e-governance'), in a single web-based geographical interface. Such projects enable citizens to access government services and encourages them, as part of this process, to also participate in local activities that build social capital in the community. The resulting mix can be an effective basis for greater political and civic participation. 1. Government, governance and participation Throughout the world, public confidence in political institutions (Bok 1997; Norris 1999; Perry and Webster 1999) and political participation as, evidenced by reduced voter turnouts (Blondel, Sinnott et al. 1998; Eijk and Franklin 1996), has been diminishing. Governments have decided that these trends are problematic, and have sought to increase the number of citizens who participate in governance by broadening the network of citizens who involve themselves in policy formation (Organisation for Economic Co-operation and Development 2001). Differing policy proposals to increase participation by citizens in policy formation and evaluation have emerged, and an obvious means of increasing civic commitment is to use new technologies to enable greater participation and information exchange by citizens (European Commission. 2001; Norris 1999; Organisation for Economic Co-operation and Development. 2001; Steele 1998). After all, e-government initiatives have already utilised new technologies to decrease administrative costs and improve service delivery (Commission of the European Communities 2003). Thus, various 'e-participation' or 'e-inclusion' projects have attempted to create citizen-based groups via online forums, virtual discussion rooms, electronic juries or electronic polls (Organisation for Economic Co-operation and Development 2003). Although such projects receive some support from the governments, these projects have had limited impact and have not yet led to clearly defined policy strategies (Organisation for Economic Co-operation and Development 2001). In the European Union, for instance, a recent Commission document on e-participation (Commission of the European Communities 2003) could only propose that all eGovernment strategies should "promote … online democratic participation" i .
e-Government has the potential to improve public administration efficiency by increasing convenience, performance and accessibility of government information and service to users. But knowledge about e-Government remains limited. To realize its potential, e-Government needs to be grounded on in-depth understanding of target users" needs, perceptions and other factors influencing its uptake. This cross-sectional study identifies and examines factors influencing e-Government portal satisfaction and adoption by individual citizens in Macao, three years after its inauguration. It is an adaptation to the e-Government context of a model developed for assessing e-commerce websites. To understand the determinants of e-government portal adoption, an integrated model of user satisfaction and technology acceptance is empirically tested. The integrated model involves four success factors --information quality, system quality, perceived effectiveness and social influence --which impact user satisfaction with the e-Government website, influencing intention to reuse. Overall, the study proposes that user perceptions about the e-Government portal influence user attitude towards the portal. An Internet survey collected data from 464 online users of Macao"s e-government portal. The model was found to explain a large proportion of the variance in citizen"s intention to reuse the portal. The portal partially mediates the relationship between success factors and intention-to-reuse. The results provide evidence that Information Quality, System Quality and Social Influence (but not Perceived Effectiveness) are success factors influencing user satisfaction and adoption. It is recommended that portal management needs to ensure ease-of-use, currency and accuracy of the supplied information. Timely information updating is a major concern for the e-Government portal in Macao. The content an e-government portal that is perceived by users to be easier to navigate is likely to facilitate satisfaction and reuse. Finally, the importance of social influence justifies, managerial actions aimed at improving e-Government portal acceptance by individual users and government employees.
Despite increasing investment by governments globally, citizens in some countries are less willing to engage with e-government innovations. While previous studies have examined what might encourage citizens to adopt e-government services more broadly, further research is required to understand those factors that impede or enable e-government adoption in countries that have, or are in the process of, transitioning to democratic self-rule. This study is the first to investigate citizen attitudes to e-government adoption in the Kurdistan Region of Iraq and thus provides insight into the factors affecting the adoption of e-government within an emerging democratic state. This study also distinguishes between two types of e-government services; informational and transactional. Thus a research model with two elements is developed and tested; one for intention to use informational e-government and one for intention to use transactional e-government. Data were collected through a survey administered to university students and non-academic employees in Arbil the capital city of Kurdistan, and analysed using structural equation modelling. Perceived usefulness, social influence, trust in government and perceived risk were found to be significantly and directly associated with the intention to use both kinds of e-government services. However perceptions of ease of use, information quality and trust in the Internet were not significant.
E-government diffusion and adoption is a global topic that concerns many developed and developing countries worldwide. However, global efforts to provide e-services to different stakeholders (citizens) differ from one country to another in terms of readiness, challenges, adoptions, and diffusions. These differences are due to the variation of technological, political, cultural, economic, and social differences. A numbers of studies on e-government have focused on the technological, economic, and political aspects of implementation while others have examined factors that influence citizens' adoption of e-government services such as availability, accessibility, usability, and trust. This study will focus on the influence of intermediary roles played by a third party in helping diffusion and adoption of e-government. This chapter will use a case study approach to reflect the roles of intermediaries on e-government realms in the Kingdom of Saudi Arabia. The chapter will aim to address the research question, "What are the roles of an intermediary in adoption and diffusion of e-government services?" This study will explore the most salient factors that determine diffusion and adoption in Saudi Arabia and contribute to the literature on intermediary roles in an e-government context. This study will use a qualitative approach and interview key mangers in intermediary agencies and the officials responsible for e-government implementation in a Saudi context. The theoretical and practical implications of the findings will be discussed, offering recommendations and future research directions.
The influence of prior experience on personal computer utilization was examined through an extension of a conceptual model developed and tested previously. Respondents were classified on the basis of their self-reported skill level and length of time having used personal computers. Three competing ways of modeling the influence of experience were tested: (1) a direct influence, (2) an indirect influence through six distinct attitude and belief components, and (3) a moderating influence on the relations between the attitude/belief components and utilization. The results suggested that experience influenced utilization directly, that indirect influences were present but less pronounced, and that the moderating influence of experience on the relations between five of six antecedent constructs and utilization was generally quite strong. For researchers, the implications are that prior experience with an information technology (IT) is an important factor to include when developing, testing, or applying models of IT adoption and use. For practitioners, the results highlight the importance of emphasizing applicability of the information technology to the current job and professional development early in the adoption process, with more emphasis on future benefits as experience is gained.
Experimental results showed that education can increase the number of salient dimensions. However, the importance of key dimensions appeared unaffected by education. Information was found to influence product performance expectations and preferences, although sex role differences may exist.
eHealth services are experiencing a slow diffusion in developing countries. Yet, despite the managerial importance of such a question, little research considers e-health and its adoption. This article therefore investigates this topic and aims at better understanding what are the motivational factors influencing medical professionals intention to use eHealth services. Literature on Technology Acceptance Models was first investigated and adapted to the research context with the help of a qualitative study. Then a quantitative study was performed. Data from 10 developing countries revealed atypical findings. Performance expectancy, social influence through moderators, government policy, medical education, and medical knowledge contribute to the intention to use eHealth services in developing countries. Analytical results indicate the importance of government attitude in the adoption of these innovative services. Geographic differences between urban and rural areas also revealed the need for different marketing strategies for these environments. The results of the research were two-fold. First, unique, new constructs based on The Unified Theory of Acceptance and Use of Technology model to measure behavioural intention by medical professionals in developing countries were developed. Second, a model which details relationships between motivational factors and behavioural intention was proposed and validated based on the specific domain of eHealth services. The findings of the study have valuable implications for both academic and management practice in the field of international marketing management.
In recent years, high rates of failure of technology‐based products have spurred interest in understanding the psychological and sociological barriers to consumer learning of technological innovations. The main focus of this research was to examine the learning process and consumers’ coping mechanisms when they encounter technological innovations. A study was designed to understand the learning process in real time as consumers engaged in a set of activities associated with the novel interface. The goal was to investigate how consumers cope with high levels of complexity during their initial interactions with a technology‐based product and how their coping strategies may hinder the learning process.
Verbal protocol measures were used in order to understand the consumer's learning process as he or she interacts with a technology‐based product in real time. They were told that they would have to think aloud while performing certain tasks and that their thoughts would be recorded for further analysis. The personal digital assistant ( PDA ) with handwriting recognition as its interface was chosen for this study. The main task for the participants was to learn how to use G raffiti writing—i.e., the product's handwriting recognition software. We proceeded to a thematic analysis in which interpretations were generated by the researchers going back and forth between the transcribed texts, the developing interpretation, the new interface itself, and also the relevant literature.
The results suggest that the new product's interface serves to structure the consumer's learning process even as he or she responds in relatively unstructured ways. The findings identify three basic factors that interfere with the learning process during consumers’ initial interactions with a technological innovation: interface and functionality practices, social influence, and causal attributions. Specifically, the results suggest that in designing technology‐based products there is a gap between the levels of know‐how between the manufacturer and the user. The challenge for manufacturers is to understand the consumer's learning experience and coping strategies and provide mechanisms that would make the transition easy and intuitive. This could be achieved by incorporating into the new interface some degree of flexibility that will allow consumers to modify tasks based on their preferences, or by including indicators that will provide feedback to the user. Furthermore, in the context of communication strategies, in order to minimize the negative impact that prior knowledge and social influence may have on learning, marketers could communicate specific steps describing how to use the new interface.
Governments worldwide are faced with the challenge of transformation and the need to reinvent government systems in order to deliver efficient and cost effective services, information and knowledge through information and communication techno-logies. Development of Information and communication technologies catalyzed and led up to E-government. What is E-government? In this paper, E-government is defined as a way for governments to use the most innovative information and communication techno-logies, particularly web-based Internet applications, to provide citizens and businesses with more convenient access to government information and services, to improve the quality of the services and to provide greater opportunities to participate in democratic institutions and processes. E-government presents a tremendous impetus to move forward in the 21st century with higher quality, cost-effective, government services and a better relationship between citizens and government. One of the most important aspects of e-government is how it brings citizens and businesses closer to their governments. This paper outlines eight different potential types or models in an e-government system that is useful to define scope of E-government studies: Government-to-Citizen (G2C); Citizen-to-Government (C2G); Government-to-Business (G2B); Business-to-Government (B2G); Government-to-Government (G2G); Government-to-Nonprofit (G2N); Nonprofit-to-Government (N2G); and Government-to-Employee (G2E). This paper also examines some examples in E-government practices and presents a generally-applicable framework for analysis of challenges and problems in E-government development.
Developing countries have established promising e-Government initiatives with the objective of enhancing the accessibility of government services and information for their citizens. However, governments tend to design and launch online services based on their understanding of what citizens need, surprisingly, without actually measuring what increases citizens' willingness to adopt web-enabled services. Governments must first understand variables that influence citizens' adoption of e-Government in order to take them into account when delivering services online. The lack of systematic demand-side studies leaves governments with almost no information on how exactly to channel their efforts and financial resources in this area. The main objective of this paper is to examine the variables "needs" that influence citizens' adoption of e-Government services in Jordan. A sample of 660 people representing the Jordanian e-Society responded to an online survey to identify important variables that governments must consider when delivering services online.
Much of what was promised has not been delivered by e-government. This necessitates a better understanding of the critical factors necessary for making e-government work. While a number of factors are known to cause e-government failure, this knowledge has not translated into greater success in e-government implementation. This suggests that other, more deep-rooted issues may have remained unaddressed. The nature of modern governance implies that e-government should be looked upon as a network. Application of network concepts like the politics of partner selection, achievement of network goals, institutionalisation processes, network structuring and incentive design can make e-government projects more realistic. We analyse three projects in India based on these issues and argue how a network approach could lead to success of such initiatives. In addition, we show that adoption of a process focus can help in identifying the appropriate partners and facilitate other network processes.
In this article, the authors address the recent trajectory of local e-government in the United States and compare it with the predictions of early e-government writings, using empirical data from two nationwide surveys of e-government among American local governments. The authors find that local e-government has not produced the results that those writings predicted. Instead, its development has largely been incremental, and local e-government is mainly about delivering information and services online, followed by a few transactions and limited interactivity. Local e-government is also mainly one way, from government to citizens, and there is little or no evidence that it is transformative in any way. This disparity between early predictions and actual results is partly attributable to the incremental nature of American public administration. Other reasons include a lack of attention by early writers to the history of information technology in government and the influence of technological determinism on those writings.
The objective of E-governance is to support and simplify governance for government, citizens and businesses. The achievement of this goal depends on the cooperation of government as well as citizens and other stakeholders. This paper reviews data published by Division of Public Economics & Public Administration of the United Nations to assess Arab countries global ranking on two dimensions: Online Service Index (OSI) and E-participation Index (EPI) of e-governance. We analyze data obtained from semi-structured, face-to-face interviews with 60 participants on challenges faced by Arab countries. The data reveals discrepancies in performance among Arab countries on the two indices used in this study. On both indices, with exception of countries from GCC, including Bahrain, UAE, Saudi Arabia and Qatar, the performance of Arab countries is below the satisfactory level. The average OSI score is less than 0.3500 out of perfect score of 1.0000. On the e-participation index, with exception of a few countries such as Bahrain, Egypt and UAE, the average score is only 0.10 out of the maximum score of 1.0000. The low score in e-participation reflects a gap in the mindset of policy makers and stakeholders as well as the absence of effective application of the principles of good governance. The study further finds that different human, organizational and technical challenges faced by these countries require focused attention from policy makers to address. The interviewees identified the most critical factors affecting thelikely adoption of good e-governance practices.
The adoption and diffusion of electronic government is often impeded by many social and individual factors relating to citizens. In this respect, intermediaries have emerged as a new model for delivering e-government services to overcome such obstacles. This study aims to examine the role of intermediaries in facilitating e-government adoption and diffusion using a survey based empirical study of 502 participants in Madinah City in Saudi Arabia. An extended UTAUT model is used as the theoretical basis utilizing trust in the Internet and Intermediaries. The results of this study show that there are significant relationships among the factors that influence intention to use e-government, namely, performance expectancy, effort expectancy, and trust of intermediary. In addition, the findings show that there is a significant relationship between facilitating conditions and usage behavior proving that intermediaries can influence adoption of e-government services.
Electronic tax filing (e-file) in the United States is one of the most rapidly emerging areas of e-government. This study proposes a model of e-file diffusion that integrates acceptance factors and personal factors to assess the impact of adoption, trust and optimism on e-file utilization. To test the model, a survey was administered to 260 participants. The data analysis was conducted using multiple linear regression. The findings indicate that performance expec tancy, social influence, computer anxiety, optimism bias and trust of the government all have a significant impact on intention to use an electronic tax filing system. Implications for practice, suggestions for future research, and limitations of the study are discussed.
His many friends and colleagues were shocked to learn of the untimely death of John H. Wolfe on February 27, 1989. He had been a Senior Resident Research Associate at the Jet Propulsion Laboratory in Pasadena, California for the past year.
John was well known as one of the pioneers of solar wind research, and was part of the “first wave” of scientists to be involved in the scintillating scientific opportunites that characterized what many now see as the golden age of space research. In addition to being principal investigator of numerous space experiments, John was deeply involved in the planning and execution of space missions.
Purpose
The purpose of this paper is to investigate the influence of six determinants on taxpayers' intention to adopt e‐file systems. The proposed model integrates technology adoption factors from the unified theory of acceptance and use of technology (UTAUT) model with personal perceptions on trust, efficacy, and security into one parsimonious yet explanatory model of e‐file adoption.
Design/methodology/approach
A survey was administered to 304 US taxpayers to capture their perceptions of e‐filing. The survey was developed using existing scales in the literature. Responses were measured on a seven‐point Likert scale, ranging from 1 (strongly disagree) to 7 (strongly agree). The results were tested using multiple linear regression analysis.
Findings
The findings of this research show that theoretical constructs from the UTAUT model are well suited in explaining intentions to use multiple e‐government services. Specifically, the results indicate that three factors from the UTAUT model (performance expectancy, effort expectancy, and social influence) play a significant role in predicting taxpayers' e‐filing intentions. More importantly, the research findings indicate that personal factors (web‐specific self‐efficacy (WSSE) and perceived security control), along with UTAUT factors, have a significant impact on taxpayers' e‐file intentions. The proposed model explains 63.5 percent of the variance in taxpayers' e‐file intentions.
Research limitations/implications
This study contributes to the literature by integrating determinants from the UTAUT model with personal perception factors to explain e‐file adoption. This merging of UTAUT with theories, such as social cognition, that emphasize human perception, is the direction that must be taken by researchers in an effort to understand taxpayers' intentions to adopt e‐file systems. While the proposed model explained 63.5 percent of the variation in e‐file use intention, there are limitations to this research. The participants in this research are not sufficiently diverse in culture, socio‐economic level, etc. and 89 percent of the research participants are Caucasian. In addition, the participants were recruited from limited geographical locations. The strength of the model should be validated using more diverse research participants that will increase the variation in the data collected.
Originality/value
The paper presents a parsimonious, yet integrated, model of e‐file diffusion. The integration of adoption factors with personal perceptions of trust, efficacy, and security represents a significant step forward in explaining e‐file adoption.
The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addition to the known problems related to sample size and power, is that it may indicate an increasing correspondence between the hypothesized model and the observed data as both the measurement properties and the relationship between constructs decline. Further, and contrary to common assertion, the risk of making a Type II error can be substantial even when the sample size is large. Moreover, the present testing methods are unable to assess a model's explanatory power. To overcome these problems, the authors develop and apply a testing system based on measures of shared variance within the structural model, measurement model, and overall model.
Because of its implications for revenues, marketers of Electronic Information Products and Services (EIPS) are interested in increasing usage of their offering. In this research we investigate how structuring the initial-learning experience can impact subsequent usage. The initial learning experience can be structured by varying the amount of process-based or content-based knowledge that consumers acquire during the initial learning phase. A field experiment where actual usage of a complex, Web-based EIPS was monitored is described. Results show that both content-based and process-based learning are important, though emphasizing either to the virtual exclusion of the other during the initial learning experience may be deleterious for usage. © 2001 John Wiley & Sons, Inc. and Direct Marketing Educational Foundation, Inc.
Previous research indicates that perceived usefulness is a major determinant and predictor of intentions to use computers in the workplace. In contrast, the impact of enjoyment on usage intentions has not been examined. Two studies are reported concerning the relative effects of usefulness and enjoyment on intentions to use, and usage of, computers in the workplace. Usefulness had a strong effect on usage intentions in both Study 1, regarding word processing software (β=.68), and Study 2, regarding business graphics programs (β=.79). As hypothesized, enjoyment also had a significant effect on intentions in both studies, controlling for perceived usefulness (β=.16 and 0.15 for Studies 1 and 2, respectively). Study 1 found that intentions correlated 0.63 with system usage and that usefulness and enjoyment influenced usage behavior entirely indirectly through their effects on intentions. In both studies, a positive interaction between usefulness and enjoyment was observed. Together, usefulness and enjoyment explained 62% (Study 1) and 75% (Study 2) of the variance in usage intentions. Moreover, usefulness and enjoyment were found to mediate fully the effects on usage intentions of perceived output quality and perceived ease of use. As hypothesized, a measure of task importance moderated the effects of ease of use and output quality on usefulness but not on enjoyment. Several implications are drawn for how to design computer programs to be both more useful and more enjoyable in order to increase their acceptability among potential users.