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

Authors: Kamaljeet Sandhu

Addresses: School of Business, University of Northern British Columbia, Prince George, British Columbia, V2N 4Z9, Canada

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.

DOI: 10.1504/IJBIS.2009.025205

International Journal of Business Information Systems, 2009 Vol.4 No.5, pp.527 - 541

Available online: 16 May 2009 *

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