Achieving continued usage in online banking: a post-adoption study

Oertzen, Anna-Sophie; Odekerken‐Schröder, Gaby

doi:10.1108/ijbm-09-2018-0239

Cited by 53 publications

(55 citation statements)

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“…As such, users are motivated to engage in citizenship behaviours based on performance perceptions of the service provider or a desire to support the service provider (Choi and Lotz, 2016). This link is also evident for the customisation of a servicefor instance, Oertzen and Odekerken-Schröder (2019) show that higher service customisation leads to an increase in users positively commenting to others about the service provider. Thus: H1.…”

Section: Situational Factormentioning

confidence: 92%

Driving users’ behaviours and engagement in co-creating services

Oertzen

Odekerken‐Schröder

Mager

2020

JSM

Self Cite

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Purpose This paper investigates factors that determine users’ behaviours during services co-creation, as well as those that influence their engagement in such efforts. Design/methodology/approach Study 1 relies on partial least squares structural equation modelling and between-subjects, scenario-based experiments with 633 participants to examine users’ co-creation behaviours. Study 2 uses interactive research workshops with 38 design professionals to analyse the drivers and inhibitors of users’ co-creation engagement and the likelihood of different user types to engage in it. Findings Dispositional and demographic factors can predict users’ behaviours during services co-creation. A proposed framework details drivers and inhibitors of users’ engagement in co-creation, and a typology predicts the likelihood of different users to engage in co-creation, based on their traits and demographics. This likelihood to co-create, according to traits, then can be predicted according to elemental, compound and situational traits. Practical implications Service providers and service designers can use these findings to design better co-creation activities for various users, build a conducive working environment and select suitable participants for co-creation activities. Originality/value The current study addresses the dearth of research pertaining to how to encourage users to co-create services and drive their engagement in such efforts.

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Section: Situational Factormentioning

confidence: 92%

Driving users’ behaviours and engagement in co-creating services

Oertzen

Odekerken‐Schröder

Mager

2020

JSM

Self Cite

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“…In addition, we believe that easy access to stock markets may also attract retail investors to invest in different financial instruments, particularly while they are confined to their homes during the COVID-19 lockdown restrictions with an abundance of spare time on their hands. Information technology-enabled financial services support stock trading through an online interface ( Oertzen, 2019 ), making this easy access possible. In fact, online stock trading has increased individuals' stock market participation by providing ubiquity of access and speeding up trading with benefits like lower cost and higher volumes ( Khan et al, 2017 , 2020 ).…”

Section: Introductionmentioning

confidence: 99%

Has financial attitude impacted the trading activity of retail investors during the COVID-19 pandemic?

Talwar

Talwar²,

Kaur

et al. 2021

Journal of Retailing and Consumer Services

199

140

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Financial attitude influences the financial behavior of retail investors. Although the extant research has acknowledged and examined this relationship, the measures of financial attitude and behavior still vary widely and are generally posed as a series of questions rather than statements. In addition to this, there is insufficient knowledge regarding retail investors' behavior in the face of a health crisis, such as the current COVID-19 pandemic. This study addresses these gaps in the prior literature by examining the relative influence of six dimensions of financial attitude, namely, financial anxiety, optimism, financial security, deliberative thinking, interest in financial issues, and needs for precautionary savings, on the trading activity of retail investors during the pandemic. Data were collected from 404 respondents and analyzed using the artificial neural network (ANN) method. The results revealed that all six dimensions had a positive influence on trading activity, with interest in financial issues exerting the strongest influence, followed by deliberative thinking. The study thus contributes important inferences for researchers and managers.

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“…Additionally, theories, such as TAM, IDT, UTAUT, and TPB, are primarily used to explain users' pre-adoption behaviors (Foroughi et al, 2019), and has numerous limitations in predicting the users' continuance behaviors in the post-adoption phase (Joo et al, 2018). Prior studies (e.g., Bhattacherjee, 2001aBhattacherjee, , 2001bOertzen & Odekerken-Schröder, 2019) argued that users may start using more functional digital features only in the post-adoption phase, after they have gained some experience with the technology. As such, there is a need to study IS continuous use intention in the post-adoption phase.…”

Section: Introductionmentioning

confidence: 99%

Students’ Continuance Intention to Use Moodle: An Expectation-Confirmation Model Approach

Rabaa'i

ALmaati

Zhu

2021

IJIKM

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Aim/Purpose: This study aims at investigating the factors that influence students’ continuous intention to use Moodle, as an exemplar of learning management systems (LMSs), in the post-adoption phase. Background: Higher education institutions (HEIs) have invested heavily in learning management systems (LMSs), such as Moodle and BlackBoard, as these systems enhance students’ learning and improve their interactions with the educational systems. While most studies on LMSs have focused on the pre-adoption or acceptance phases of this technology, the determinant factors that influence students’ continuance intention to use LMSs have received less attention in the information systems (IS) literature. Methodology: The theoretical model for this study was primarily drawn from the expectation-confirmation model (ECM). A total of 387 Kuwaiti students, from a private American University in the State of Kuwait, participated in this study. Partial least squares (PLS) was employed to analyze the data. Contribution: This study contributes to the existing scientific knowledge in different ways. First, this study extends the expectation confirmation model (ECM) by integrating factors that are important to students’ continuous intention to use LMSs, including system interactivity, effort expectancy, attitude, computer anxiety, self-efficacy, subjective norms, and facilitating conditions. Second, this study adds on a Kuwaiti literature context by focusing on the continuous intention to use LMSs, which is, to the best of our knowledge, the first study that extends and empirically assesses the applicability of the ECM in the LMSs context in a developing country – Kuwait. Third, this study conceptually and empirically differentiates between satisfaction and attitude, as two separate affect constructs, which were taken as interchangeable factors in ECM, and were disregarded by a large number of prior ECM studies concerned with continuous use intention. Finally, this study aims to assist HEIs, faculty members, and systems’ developers in understanding the main factors that influence students’ continuance use intention of LMSs. Findings: While subjective norms were not significant, the results mainly showed that students’ continuous intention to use Moodle is significantly influenced by performance expectancy, effort expectancy, attitude, satisfaction, self-efficacy and facilitating conditions. The study’s results also confirmed that satisfaction and attitude are two conceptually and empirically different constructs, conflicting with the views that these constructs can be taken as interchangeable factors in the ECM. Recommendations for Practitioners: This study offers several useful practical implications. First, given the significant influence of system interactivity on performance expectancy and satisfaction, faculty members should modify their teaching approach by enabling communication and interaction among instructors, students, and peers using the LMS. Second, given the significant influence of performance expectancy, satisfaction, and attitude on continuous intention to use the LMS, HEIs should conduct training programs for students on the effective use of the LMS. This would increase students’ awareness regarding the usefulness of the LMS, enhance their attitude towards the LMS, and improve their satisfaction with the system. Third, given the significant role of effort expectancy in influencing performance expectancy, attitude, and students’ continuous intention to use Moodle, developers and system programmers should design the LMS with easy to use, high quality, and customizable user interface. This, in turn, will not only motivate students’ performance expectancy, but will also influence their attitude and continuous intention to use the system. Recommendation for Researchers: This study conceptually and empirically differentiates between satisfaction and attitude, as two separate affect constructs, which were taken as interchangeable factors in ECM and were disregarded by a large number of prior ECM studies concerned with continuous use intention. Hence, it is recommended that researchers include these two constructs in their research models when investigating continuous intention to use a technology. Impact on Society: This study could be used in other countries to compare and verify the results. Additionally, the research model of this study could also be used to investigate other LMSs, such as Blackboard. Future Research: This study focused on how different factors affected students’ continuous intention to use Moodle but did not consider all determinants of successful system, such as system quality, information quality, and instructional as well as course content quality. Thus, future research should devote attention to the effects of these quality characteristics of LMS.

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Achieving continued usage in online banking: a post-adoption study

Cited by 53 publications

References 100 publications

Driving users’ behaviours and engagement in co-creating services

Driving users’ behaviours and engagement in co-creating services

Has financial attitude impacted the trading activity of retail investors during the COVID-19 pandemic?

Students’ Continuance Intention to Use Moodle: An Expectation-Confirmation Model Approach

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