Measuring the performance of the Electronic Service Acceptance Model (E-SAM)

Kamaljeet Sandhu

International Journal of Business Information Systems, 2009, vol. 4, issue 5, 527-541

Abstract: Web-based electronic service (e-service) end-user adoption and implementation require an assessment of consumer contextual factors. This paper investigates factors which affect end-user experience and perception, motivation, support, control and usage frequency in the online/offline user task environment and the affect on web-based e-service adoption and implementation. Understanding end-users' continuous usage behaviour and developing web-based e-services to meet user specific requirements is the centre of attention for web-based e-service providers. Integrating end-user situation-specific personalisation factors into web-based e-service tasks may enhance web-based e-service usability. The survey captured 403 responses on user attributes towards a specific university website. This paper concludes by suggesting a conceptual framework for a web-based Electronic Service Adoption Model (E-SAM).

Keywords: electronic service adoption model; E-SAM; electronic services; e-services; user experience; user motivation; user continued use; web services; usage behaviour; personalisation; usability; university websites. (search for similar items in EconPapers)
Date: 2009
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