A framework for electronic services system. (17th July 2008)

• Record Type: Journal Article
• Authors: Sandhu, Kamaljeet; Corbitt, Brian
• Is Part Of: International journal of electronic customer relationship management. Volume 2:Number 1(2008)
• Page Start: 50
• Page End: 62
• Publication Date: 2008-07-17
• Subjects: electronic services -- e-services acceptance model -- E-SAM -- user experience -- user motivation -- perceived ease of use -- perceived usefulness -- user acceptance -- continued use -- web services; Customer relations -- Management -- Data processing -- Periodicals; Electronic commerce -- Periodicals; 658.8120285
• Languages: English
• ISSNs: 1750-0664

Abstract

This paper reports on developing a framework for web-based EServices Acceptance Model (E-SAM). The paper argues that User Experience, User Motivation, Perceived Usefulness (PU), Perceived Ease of Use (PEOU) may influence User Acceptance of web-based Eservices. The model was examined at a university where students and staff use services that have moved from a paper-based to web-based EService system. The findings from the data analysis suggest that User Experience is strongly related to PEOU; and PU to User Motivation in User Acceptance of Web-based Eservices. The bonding of these variables and the lack of strong relationships between other components suggest that the model's application to Eservices and highlight a research framework.