Determinants of satisfaction and continuance intention towards self‐service technologies

Abstract

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.Abstract Purpose -Self-service technologies (SSTs) allow customers to offer their own service encounters via the interaction of electronic service interfaces or machines rather than by interacting with a firm's service personnel. This paper aims to develop an integrated model designed to predict and explain an individual's continuous use of SSTs based on the concepts of technology readiness (TR), technology acceptance model (TAM), and theory of planned behavior (TPB). Design/methodology/approach -The participants are from 481 SST users as the sample finally. Structural equation modeling is applied to demonstrate the stability of the proposed model and the results of hypotheses testing. Findings -This paper finds that consumers' satisfaction significantly influences continuance intention, while the perceived usefulness, perceived ease of use, subjective norm (SN), and perceived behavioral control (PBC) simultaneously influence satisfaction. Optimism and innovativeness are also the significant motivators of satisfaction. However, TR's inhibitors (discomfort and insecurity) have no significantly negative influence on continuance intention towards adopting SST services. Research limitations/implications -Different from previous SSTs studies, this paper suggests that SN and PBC play critical factors in users' adoption at SSTs encounters. However, additionally empirical evidences should be discussed why the inhibitors (discomfort and insecurity) of TR have no effect. Originality/value -This paper proposes a comprehensive model to synthesize the essence of TR, TAM, and TPB for explaining customers' continuous intention of SSTs.

An ECM-ISC based Study on Learners’ Continuance Intention toward E-learning

“…A user's perceived usefulness towards an IS will affect their level of satisfaction and IS continuance intention. The five hypotheses in ECM-ISC have been supported by a large number of empirical studies, for which the research topics have not been limited to e-learning, but have also involved the issues of IS continuance in other areas [13,14]. The current study proposes the following five hypotheses according to ECM-ISC:…”

Compreensão Da Satisfação E Intenção De Continuidade De Uso Da Tecnologia Por Meio Do Índice De Prontidão Tecnológica

“…Não obstante, autores acreditam que a prontidão tecnológica influencia, além da satisfação, a intenção comportamental dos usuários (Lin & Hsieh, 2007), especialmente, a intenção de uso continuado (Chen, Chen & Chen, 2009;Son & Han, 2011). Bhattacherjee (2001) propõe, ao analisar estudos de aceitação da tecnologia, que a viabilidade de um SI em longo prazo e seu eventual sucesso depende da sua continuidade de uso mais do que seu primeiro uso.…”

“…A satisfação com a tecnologia é antecedente da intenção de continuidade de uso (hipótese 9), apresentando uma relação de grau de 19,3%. Essa constatação corrobora estudos anteriores, que abordam a continuidade de uso como consequente da satisfação com a tecnologia (Bhattacherjee, 2001;Chen, Chen & Chen, 2009;Fialho, Löbler & Lütz, 2010). Dessa forma, ao se alcançar a satisfação com a tecnologia, os indivíduos continuam a utilizá-la, o que pode levar a comportamentos de lealdade do cliente (Fornell, 1996;Szymanski & Henard, 2001 O estudo apresenta limitações referentes à amostra ser formada apenas por universitários e embora a escala de prontidão tecnológica (TRI) já ter sido utilizada no contexto nacional, nota-se carência de trabalhos com foco único em sua validação e melhoria e que combinem os construtos da escala com constructos de outros modelos.…”

“…Foram definidos, como objetivos secundários: validar o modelo global; e, comparar o comportamento nacional com o de consumidores de Taiwan (Chen, Chen & Chen, 2009). Para tanto, foi realizada uma pesquisa descritiva com acadêmicos de uma instituição de ensino superior, mesmo público-alvo utilizado na pesquisa de Chen, Chen e Chen (2009 Visando atingir aos objetivos da pesquisa, o artigo foi estruturado em cinco seções, iniciando com o referencial teórico sobre Prontidão Tecnológica e passando para a definição das hipóteses que buscam relacionar os constructos da Prontidão Tecnológica (otimismo, inovatividade, desconforto e insegurança) com a satisfação e intenção de continuar usando a tecnologia.…”

Factors that influence the teaching use of Wikipedia in higher education

“…As a consequence, many studies have suggested that TAM should be enhanced to produce a more inclusive model. It's likely that those studies with a focus on the integration of TAM with Technology Readiness (Lin, Shih, & Sher, 2007;Godoe & Johansen, 2012) and TAM with the Theory of Planned Behavior (Chen, Chen, & Chen, 2009;Lee, 2009) have the most appeal. Because of this, the TAM model has been customized and tweaked for specific cases.…”