Title: A framework for electronic services system

Authors: Kamaljeet Sandhu, Brian Corbitt

Addresses: School of Computer and Information Science, University of South Australia, Mawson Lakes, SA 5095, Australia. ' School of Business Information Technology, RMIT University, Melbourne, 3001, Australia

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.

Keywords: electronic services; e-services acceptance model; E-SAM; user experience; user motivation; perceived ease of use; perceived usefulness; user acceptance; continued use; web services.

DOI: 10.1504/IJECRM.2008.019568

International Journal of Electronic Customer Relationship Management, 2008 Vol.2 No.1, pp.50 - 62

Published online: 16 Jul 2008 *

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