Economics at your fingertips  

Exploring the intention to continue using web-based self-service

Shu-Mei Tseng

Journal of Retailing and Consumer Services, 2015, vol. 24, issue C, 85-93

Abstract: The popularization of Internet and the development of cloud computing have not only changed our lifestyles, but have impacted the ways in which enterprises relate with their customers. For example, customers and enterprises can now directly interact through web-based self-services (e.g., Internet banking, online ticketing, online bookstores, and online reservations) that do not require face-to-face interactions. Web-based self-services (WBSS) allow enterprises to proactively initiate contacts with customers and respond to their needs. Customers can also quickly access the services they want online, at any time and place, thus enhancing overall service efficiency. However, a review of the previous literature shows that most related studies have used the Technology Acceptance Model, which examines perceived usefulness, perceived ease of use and attitude toward use, in order to investigate user behaviors when operating a WBSS. In contrast, there are few studies that examine the impact of perceived usefulness and perceived quality features on the continued intention to use a WBSS. Therefore, this study applied the questionnaire method and investigated the relationships among users’ perceived usage characteristics, quality characteristics, satisfaction and continued usage intention with regard to WBSS. Based on the results, specific recommendations are provided for enterprises to enhance the intention to continue using WBSS.

Keywords: Web-based self-service; Continued usage intention; Satisfaction; Information system success model; Technology acceptance model (search for similar items in EconPapers)
Date: 2015
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4) Track citations by RSS feed

Downloads: (external link)
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link:

DOI: 10.1016/j.jretconser.2015.02.001

Access Statistics for this article

Journal of Retailing and Consumer Services is currently edited by Harry Timmermans

More articles in Journal of Retailing and Consumer Services from Elsevier
Bibliographic data for series maintained by Haili He ().

Page updated 2020-05-02
Handle: RePEc:eee:joreco:v:24:y:2015:i:c:p:85-93