The Journal of Information Systems (한국정보시스템학회지:정보시스템연구)

Korea Association of Information Systems (한국정보시스템학회)
권호 표지
DOI QR코드

DOI QR Code

A Study on Factors Affecting the Continued Usage Intention of Ubiquitous Services

유비쿼터스 서비스의 지속적 이용의도에 영향을 미치는 요인에 관한 연구: 유비쿼터스 시스템적 특성과 서비스 품질 요인을 중심으로

  • Published : 2008.09.30
Download PDF
⟨ Previous Next ⟩

Abstract

Ubiquitous computing is enhancing computer use by making many computers available throughout the physical environment without being noticed to the users. To facilitate successful adoption and diffusion of ubiquitous systems, it is important to find out the factors affecting their uses. Although researches related to ubiquitous computing have been vigorously conducted from the aspect of system and service provider, there have been very few studies that focus on the user's perspective. This study attempts to find out major factors which are dedicated to the development of ubiquitous systems and services and the relationships between these factors and user satisfaction factors. This study derived the specific factors that characterize ubiquitous services, such as ubiquity, contextual offer, user affinity, privacy, reliability, responsiveness, assurance, and empathy. We also considered service quality factors of ubiquitous services. Then these factors were combined with the Expectation Confirmation Theory (ECT) model and the path analysis was applied to find out the factors affecting user satisfaction and the intention to use the systems. The research findings indicate that ubiquity, contextual offer, privacy, reliability, and responsiveness affect the perceived usefulness. The perceived ease of use and confirmation were found to affect the perceived usefulness. The perceived usefulness, perceived ease of use, and confirmation fumed out to influence the satisfaction. It turned out that the result of this study on the relationship between the perceived usefulness and user satisfaction was identical with the findings in previous related ECT researches. We think this study makes two significant contributions to the development of ubiquitous services. First, this study provides basic implications for better ubiquitous services by considering important characteristics of ubiquitous systems as services. Second, this study also suggests important factors that need to be considered when ubiquitous service providers develop new ubiquitous services to improve user satisfaction and the intention to use the services.

Keywords

References

  1. 권오병, 김지훈, "유비쿼터스 컴퓨팅 서비스 수준평가를 위한 다계층적 접근법", Information Systems Review, 제8권, 제1호, 2006, pp. 43-61.
  2. 박철, 유재현, "유비쿼터스 특성이 U-서비스 이용에 미치는 영향: U-캠퍼스 환경을 중심으로", Information Systems Review, 제8권, 제1호, 2006, pp. 81-98.
  3. 배병렬, 구조방정식모델을 위한 SIMPLIS 활용과 실습, 청목출판사, 2004.
  4. 송기보, 임춘성, 신현규, "유비쿼터스 컴퓨팅 환경의 비즈니스 모델 사업타당성 평가체계에 관한 연구", 한국경영과학회/대한 산업공학회 춘계공동학술대회 발표논문집, 2005, pp. 489-496.
  5. 오정연, "국내 유비쿼터스 현황 분석", 정보화정책 이슈(05-정책-03), 한국전산원, 2005a.
  6. 오정연, "해외 유비쿼터스 현황 조사․분석", NCA CIO REPORT(05-5호), 한국전산원, 2005b.
  7. 이원준, 이정섭, 김태웅, 백태영, "무선 인터넷 서비스의 사용자 수용", 경영정보학연구, 제14권, 제2호, 2004, pp. 61-86.
  8. 이태민, 전종근, "유비쿼터스 접속성과 상황기반 제공성이 모바일 상거래 수용의도에 미치는 영향에 관한 연구", 경영학연구, 제33권, 제4호, 2004, pp. 1043-1071.
  9. 장기섭, 김창수, 김기수, "U-서비스 이용에 영향을 미치는 유비쿼터스 특성에 관한 실증연구", 정보시스템연구, 제16권, 제4호, 2007, pp. 51-73.
  10. 정도범, 임춘성, 김동민, "사용자 관점의 유비쿼터스 서비스 분류체계에 관한 연구", 한국경영과학회/대한산업공학회 춘계공동학술대회 발표논문집, 2005, pp. 482-488.
  11. 정지선, "06년도 유비쿼터스 키워드로 본 쟁점과 과제", 유비쿼터스 사회연구시리즈, 제14호, 한국전산원, 2006.
  12. 차윤숙, 정문상, "유비쿼터스 특성 요인이 모바일서비스 사용의도에 미치는 영향", 한국정보시스템학회, 추계학술대회 발표 논문집, 2005, pp. 367-377.
  13. Bhattacherjee, A., "Understanding Information Systems Continuance: An Expectation -Confirmation Model", MIS Quarterly, Vol. 25, No. 3, 2001, pp. 351-370. https://doi.org/10.2307/3250921
  14. Chellappa, R. K. and Sin, R. G., "Personalization versus Privacy: An Empirical Examination of the Online Consumer's Dilemma", Information Technology and Management, Vol. 6, No. 2, 2005, pp. 181-202. https://doi.org/10.1007/s10799-005-5879-y
  15. Chen, L. and Nath, R., "Nomadic culture: cultural support for working anytime, anywhere", Information Systems Management, 2005, pp. 56-64.
  16. Cronin, J. J. and Taylor, S. A., "Measuring Service Quality: A Reexamination and Extension", Journal of Marketing, Vol. 56, 1992, pp. 55-68.
  17. Cronin, J. J. and Taylor, S. A., "SERVPERF versus SERVQUAL: Reconciling Performance Based and Perceptions-Minus-Expectations Measurements of Service Quality", Journal of Marketing, Vol. 58, No. 1, 1994, pp. 125-131.
  18. Dabholkar, P. A., Shepherd, C. D., and Thorpe, D. I, "A comprehensive Framework f o r Sevice Quality: An Investigation of Critical Conceptual and Measurement Issues Through a Longitudinal Study", Journal of Retailing, Vol. 76, No. 2, 2000, pp. 139-173. https://doi.org/10.1016/S0022-4359(00)00029-4
  19. Davis, F. D., "Perceived Usefulness Ease of Use, and User Acceptance of Information Technology", MIS Quarterly, Vol. 13, No. 3, 1989, pp. 319-340. https://doi.org/10.2307/249008
  20. Davis, F. D., Bagozzi. R. P., and Warshaw, P. R., "User acceptance of computer technology: a comparison of two theoretical models", Management Science, Vol. 35, No. 8, 1989, pp. 982-1003. https://doi.org/10.1287/mnsc.35.8.982
  21. Delone, W. H. and Mclean, E. R., "Information system success: The quest for the dependent variable", Information Systems Research, Vol. 3, No. 1, 1992, pp. 60-95. https://doi.org/10.1287/isre.3.1.60
  22. Gerla, M., Chen L., Sun, T., and Yang, G., "Ubiquitous Video Streaming: a system perspective", Szymanski, B. K. and Yener, B.(Eds), Advances in Pervasive Computing and Networking, Springer, 2005. pp. 197-212.
  23. Gurbani, V. K. and Sun, X., Brusilovsky, "A., Inhibitors for ubiquitous deployment of services in the next-generatin network", IEEE, 2005, pp. 116-121.
  24. Henfridsson, O. and Lindgren, R., "Multi-contextuality in ubiquitous computing: Investigating the car case through action research", Information and organization, Vol. 15, 2005, pp. 95-124. https://doi.org/10.1016/j.infoandorg.2005.02.009
  25. Jiang, J. J., Klein, G., and Car, C. L., "Measuring Information System Service Quality: SERVQUAL from the Other Side", MIS Quarterly, Vol. 26, No. 2, 2002, pp. 145-166. https://doi.org/10.2307/4132324
  26. Kettinger, W. J. and Lee, C. C., "Perceived Service Quality and User Satisfaction with the Information Services Function", Decision Sciences, Vol. 25, No. 6, 1994, pp. 737-766. https://doi.org/10.1111/j.1540-5915.1994.tb01868.x
  27. Kettinger, W. J. and Lee, C. C., "Pragmatic Perspectives on the Measurement of Information Systems Service Quality", MIS Quarterly, Vol. 21, No. 2, 1997, pp. 223-240. https://doi.org/10.2307/249421
  28. Lin, J. C. and Lu, H., "Towards an Understanding of the Behavioral Intention to Use a Web Site", International Journal of Information Management, Vol. 20, Issue 3, 2000, pp.197-208. https://doi.org/10.1016/S0268-4012(00)00005-0
  29. Locke, E., "The Nature and Causes of Job Satisfaction", in Handbook of Industrial and Organizational Psychology, M. Dunnette, ed. Chicago: Rand McNally, 1976, pp. 1297-1350.
  30. Maffioletti, S., Kouadri, M. S., and Hirsbrunner, B., "Automatic Rewource and Service Management for Ubiquitous computing environments", IEEE, 2004, pp. 19-223.
  31. Netemeyer, R. G., Boles J. S., McKee. D. O., and McMurrian, R., "An Investigation into the Antecedents of OCB in Personal Selling Context", Journal of Marketing, Vol. 61, No. 4, 1997, pp. 85-98.
  32. Oliver, L. R., "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions", Journal of Marketing Research, No. 17(November), 1980, pp. 460-469.
  33. Oliver, R. L., "Measurement and Evaluation of Satisfaction Processes in Retail ettings", Journal of Retailing, Vol. 57(Fall), 1981, pp. 25-48.
  34. Oliver, R. L., "Cognitive, Affective, and Attribute Bases of the Satisfaction Response", The Journal of Consumer Research, Vol. 20, No. 3(December), 1993, pp. 419-430.
  35. Olshavsky, R. W. and Miller, J. A., "Consumer Expectations, Product Performance, and Perceived Product Quality", Journal of Marketing Research, Vol. 9(February), 1972, pp. 19-21. https://doi.org/10.2307/3149600
  36. Parasuraman, A., Zeithaml, V. A., and Berry, L.L., "Refinement and Reassessment of the SERVQUAL Scale", Journal of Retailing, Vol. 67(Fall), 1997, pp. 420-450.
  37. Patterson, P. G., Johnson, L. W., and Spreng, R. A., "Modeling the Determinants of Customer Satisfaction for Business-to- Business Professional Services", Academy of Marketing Science. Journal, Vol. 25, No. 1(winter), 1997, pp. 4-17. https://doi.org/10.1007/BF02894505
  38. Pitt, L. F., Watson, R. T., and Kavan, C. B., "Service Quality: A Measure of Information System Effeciveness", MIS Quarterly, Vol. 19, No. 2, 1995, pp. 173-187. https://doi.org/10.2307/249687
  39. Spreng, R. A., Mackenzie, S. B., and Olshavsky, R. W., "A Reexamination of the Determinants of Consumer Satisfaction", Journal of Marketing, Vol. 60(july), 1996, pp. 15-32. https://doi.org/10.2307/1251839
  40. Swan, J. E. and Trawick, I. F., "Disconfirmation of Expectations and Satisfaction with a Retail Service", Journal of Retailing, Vol. 57(Fall), 1981, pp. 49-67.
  41. Trevor, J., Hilbert, D. M., and Schilit, B. N., "Issues in Personalizing Shared Ubiquitous Devices", Borriello' G. and Holmquist, L. E.(Eds), Ubicomp, 2002, pp. 56-72.
  42. Venkatesh, V. and Davis, F. D., "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field studies", Management Science, Vol. 46, No. 2, 2000, pp. 186-204. https://doi.org/10.1287/mnsc.46.2.186.11926

Cited by

  1. The Effect of Perceived Time on Intention to Use Mobile Service - Considering the moderating effect of Ubiquitous - vol.18, pp.3, 2009, https://doi.org/10.5859/KAIS.2009.18.3.155
  2. The Influence of Mobile Office Systems on Users' Job Stress and Work Overload vol.20, pp.2, 2011, https://doi.org/10.5859/KAIS.2011.20.2.155
  3. Determinants of User Perceived Value and Its Influence on the Usage of Smartphone-based Mobile Commerce : Focusing on Service Ubiquity and User Control vol.18, pp.4, 2013, https://doi.org/10.7838/jsebs.2013.18.4.273
  4. Exploring Antecedents of Mobile IPTV Satisfaction : Focusing on Aesthetic Simplicity and Moderating Role of Network Quality vol.21, pp.4, 2012, https://doi.org/10.5859/KAIS.2012.21.4.133