Journal IssueDOI
Determinants of service quality and continuance intention of online services: The case of eTax
Reads0
Chats0
TLDR
In this article, the authors examined the determinants of service quality and continuance intention of online services and empirically tested a model with both service and technology characteristics as the main drivers for service quality.Abstract:
This article examines the determinants of service quality and continuance intention of online services. We proposed and empirically tested a model with both service and technology characteristics as the main drivers of service quality and subsequent continuance intention of eTax, an electronic government (eGovernment) service that enables citizens to file their taxes online. Our data were collected via a two-stage longitudinal online survey of 518 participants before and after they made use of the eTax service in Hong Kong. The results showed that both service characteristics (i.e., security and convenience) and one of the technology characteristics (i.e., perceived usefulness, but not perceived ease of use) were the key determinants of service quality. Another interesting and important finding that runs counter to the vast body of empirical evidence on predicting intention is that perceived usefulness was not the strongest predictor of continuance intention but rather service quality was. To provide a richer picture of these relationships, we also conducted a post-hoc analysis of the effects of service and technology characteristics on the individual dimensions of service quality and their subsequent impact on continuance intention and found assurance and reliability to be the only significant predictors of continuance intention. We present implications for research and practice related to online services. © 2009 Wiley Periodicals, Inc.read more
Citations
More filters
Journal ArticleDOI
Measuring consumer perceptions of online shopping convenience
TL;DR: In this article, the authors identify the key convenience dimensions of online shopping, as convenience has been one of the principal motivations underlying customer inclinations to adopt online shopping and develop and validate an instrument of five key dimensions to measure online shopping convenience by analyzing data collected via a Web-based questionnaire survey.
Journal ArticleDOI
Understanding the effect of e-learning on individual performance
TL;DR: It is proposed that an individual's level of digital literacy affects her performance through its impact on her performance and effort expectations, and that individual digital literacy facilitates the use of e-learning, and should be considered when examining the impact of the latter on performance.
Journal ArticleDOI
Managing Citizens’ Uncertainty in E-Government Services: The Mediating and Moderating Roles of Transparency and Trust
TL;DR: It is proposed that the means of uncertainty reduction, information quality characteristics, and channel characteristics are interrelated factors that jointly influence citizens’ intentions to use e-government.
Journal ArticleDOI
Perceived fit and satisfaction on web learning performance: IS continuance intention and task-technology fit perspectives
TL;DR: This study sheds light on learning system design as assisted by IS in VLE and can serve as a basis for promoting VLS in assisting learning and reveals that perceived fit and satisfaction are important precedents of the intention to continue VLS and individual performance.
Journal ArticleDOI
Investigating success of an e-government initiative: Validation of an integrated IS success model
TL;DR: The empirical evidence and discussion presented in the study can help the government to improve upon and fully utilise the potential of the OPGRS as a useful tool toward a transparent and corruption free country.
References
More filters
Perceived Usefulness, Perceived Ease of Use, and User
TL;DR: Regression analyses suggest that perceived ease of use may actually be a causal antecdent to perceived usefulness, as opposed to a parallel, direct determinant of system usage.
Journal ArticleDOI
Perceived usefulness, perceived ease of use, and user acceptance of information technology
TL;DR: In this article, the authors developed and validated new scales for two specific variables, perceived usefulness and perceived ease of use, which are hypothesized to be fundamental determinants of user acceptance.
Journal ArticleDOI
User acceptance of information technology: toward a unified view
TL;DR: The Unified Theory of Acceptance and Use of Technology (UTAUT) as mentioned in this paper is a unified model that integrates elements across the eight models, and empirically validate the unified model.
Journal ArticleDOI
User Acceptance of Computer Technology: A Comparison of Two Theoretical Models
TL;DR: In this article, the authors address the ability to predict peoples' computer acceptance from a measure of their intentions, and explain their intentions in terms of their attitudes, subjective norms, perceived usefulness, perceived ease of use, and related variables.
Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.