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Modeling users’ acceptance of mobile services


The success of mobile services adoption hinges on their ability to cover user needs and attract consumer interest. The extant literature focuses on understanding the factors that might affect consumers’ actual adoption of such services through their effect on behavioral intention; these studies are mostly based on behavioral intention theories, such as Technology Acceptance Model, Diffusion of Innovation and Unified Theory of Acceptance and Use of Technology. In this work, new theoretical constructs are combined with existing evidence in order to extend the Technology Acceptance Model (TAM) as it was initially established by Davis and later further enriched by other researchers. The proposed model includes behavioral intention, perceived usefulness, perceived ease of use, trust, innovativeness, relationship drivers, and functionality. Within this approach, relationship drivers introduce a marketing perspective to the original models of technology adoption by building emotional connections between the users and the mobile services. The hypothesized model is empirically tested using data collected from a survey on m-commerce consumers. Structural Equation Modelling (SEM) was used to evaluate the causal model and Confirmatory Factor Analysis (CFA) was performed to examine the reliability and validity of the measurement model. It is briefly concluded that behavioral intention is directly affected by perceived usefulness, innovativeness and relationship drivers; the findings provide interesting insights and useful hints to practitioners and researchers.

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Correspondence to Theodora Zarmpou.

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Zarmpou, T., Saprikis, V., Markos, A. et al. Modeling users’ acceptance of mobile services. Electron Commer Res 12, 225–248 (2012). https://doi.org/10.1007/s10660-012-9092-x

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  • Mobile services acceptance
  • Innovativeness
  • Trust
  • Relationship drivers
  • Functionality
  • SEM