2021_Acceptance Model and Use of Service in Jordanian Telecommunication Sector
| Format: | General Document |
|---|
| _version_ | 1860798020355883008 |
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| building | INTELEK Repository |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 |
| copyright | Copyright©PWB2025 |
| country | Malaysia |
| date | 2021-05-18 |
| format | General Document |
| id | 15500 |
| institution | UniSZA |
| internalnotes | Sila masukkan subject wajib Dissertations, Academic. Terima kasih... |
| originalfilename | ACCEPTANCE MODEL AND USE OF SERVICE IN JORDANIAN TELECOMMUNICATION SECTOR (PHD_2021).pdf |
| person | Enas Ali Theeb Alnawafleh |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15500 |
| sourcemedia | Server storage Scanned document |
| spelling | 15500 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15500 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 General Document Malaysia Library Staff (Top Management) Library Staff (Management) Library Staff (Support) Terengganu Faculty of Business and Management English application/pdf 1.5 Server storage Scanned document Universiti Sultan Zainal Abidin UniSZA Private Access Universiti Sultan Zainal Abidin SAMBox 2.3.4; modified using iTextSharp™ 5.5.10 ©2000-2016 iText Group NV (AGPL-version) 2021-05-18 353 ACCEPTANCE MODEL AND USE OF SERVICE IN JORDANIAN TELECOMMUNICATION SECTOR (PHD_2021).pdf Acceptance Model Service Telecommunication Sector Jordanian Technology Acceptance in Jordan Consumer Behavior in Telecom Regulatory and Market Factors Service Quality and Satisfaction Acceptance Model 2021_Acceptance Model and Use of Service in Jordanian Telecommunication Sector Copyright©PWB2025 The emergence of Information and Communication Technology (ICT) has significantly improved the quality of life for people around the world. This emergence has resulted in a competitive scenario amongst service providers in supplying services of quality to satisfy customers. ICT providers are investing large funds into research and development to gain a competitive edge. Moreover, a reduction in prices of services by telecommunication companies has led to a decrease in their net profits and revenues. Although many studies have been accomplished to develop the theoretical models of technology adoption, studies on the acceptance of service is still scarce. Currently, the model for customers’ intention to subscribe to a particular service provider is of considerable interest to stakeholders. This study aims to develop an integrated Technology Adoption Model (TAM2) and service quality for telecommunication sector in Jordan. Four hundred and twenty (420) potential customers from three main telecommunication companies operating in Jordan; namely Zain, Orange and Umniah, were recruited using a convenience sampling method. Subsequently, 400 completed questionnaires were retrieved, giving a response rate of 95.2% of the original sample. The data was collected in one month; at the beginning of June 2020. The Structural Equation Model (SEM) using the IBM SPSS AMOS 22.0 was applied to the dataset to test the proposed hypotheses. The analysis result concluded that service quality, perceived usefulness, perceived ease of use and subjective norms have a significant positive effect on attitude towards service and intention to use service. In addition, attitude towards service is also significantly related to intention to use service. There is a negative relationship between perceived ease of use and perceived usefulness. From a total of ten direct effect hypotheses in this study, nine were supported while one was not. Similarly, attitude towards service does act as a mediator in the relationship between service quality, perceived usefulness and subjective norms and intention to use service. From the three moderator effect hypotheses, only one was supported. The finding of this study to be a baseline to improve the usage of services of the telecommunication companies in terms of understanding the preferences and attitude of customers about the services. This study contributes to the ICT research from both theoretical and practical perspectives. Theoretically, it showed the significance of service quality as a predictor of TAM2 in the Jordanian telecommunication companies. Practically, this model enabled all the stakeholders to understand factors influencing customers’ intention to use service in their activities. Finally, the study calls for researchers to use the integrated model based on employees of mobile phone service providers. It would be valuable to test the developed integrated TAM2 model in other e-commerce domains. Enas Ali Theeb Alnawafleh Dissertations, Academic Sila masukkan subject wajib Dissertations, Academic. Terima kasih... Thesis |
| spellingShingle | 2021_Acceptance Model and Use of Service in Jordanian Telecommunication Sector |
| state | Terengganu |
| subject | Technology Acceptance in Jordan Consumer Behavior in Telecom Regulatory and Market Factors Service Quality and Satisfaction Acceptance Model Dissertations, Academic |
| summary | The emergence of Information and Communication Technology (ICT) has significantly improved the quality of life for people around the world. This emergence has resulted in a competitive scenario amongst service providers in supplying services of quality to satisfy customers. ICT providers are investing large funds into research and development to gain a competitive edge. Moreover, a reduction in prices of services by telecommunication companies has led to a decrease in their net profits and revenues. Although many studies have been accomplished to develop the theoretical models of technology adoption, studies on the acceptance of service is still scarce. Currently, the model for customers’ intention to subscribe to a particular service provider is of considerable interest to stakeholders. This study aims to develop an integrated Technology Adoption Model (TAM2) and service quality for telecommunication sector in Jordan. Four hundred and twenty (420) potential customers from three main telecommunication companies operating in Jordan; namely Zain, Orange and Umniah, were recruited using a convenience sampling method. Subsequently, 400 completed questionnaires were retrieved, giving a response rate of 95.2% of the original sample. The data was collected in one month; at the beginning of June 2020. The Structural Equation Model (SEM) using the IBM SPSS AMOS 22.0 was applied to the dataset to test the proposed hypotheses. The analysis result concluded that service quality, perceived usefulness, perceived ease of use and subjective norms have a significant positive effect on attitude towards service and intention to use service. In addition, attitude towards service is also significantly related to intention to use service. There is a negative relationship between perceived ease of use and perceived usefulness. From a total of ten direct effect hypotheses in this study, nine were supported while one was not. Similarly, attitude towards service does act as a mediator in the relationship between service quality, perceived usefulness and subjective norms and intention to use service. From the three moderator effect hypotheses, only one was supported. The finding of this study to be a baseline to improve the usage of services of the telecommunication companies in terms of understanding the preferences and attitude of customers about the services. This study contributes to the ICT research from both theoretical and practical perspectives. Theoretically, it showed the significance of service quality as a predictor of TAM2 in the Jordanian telecommunication companies. Practically, this model enabled all the stakeholders to understand factors influencing customers’ intention to use service in their activities. Finally, the study calls for researchers to use the integrated model based on employees of mobile phone service providers. It would be valuable to test the developed integrated TAM2 model in other e-commerce domains. |
| title | 2021_Acceptance Model and Use of Service in Jordanian Telecommunication Sector |
| title_full | 2021_Acceptance Model and Use of Service in Jordanian Telecommunication Sector |
| title_fullStr | 2021_Acceptance Model and Use of Service in Jordanian Telecommunication Sector |
| title_full_unstemmed | 2021_Acceptance Model and Use of Service in Jordanian Telecommunication Sector |
| title_short | 2021_Acceptance Model and Use of Service in Jordanian Telecommunication Sector |
| title_sort | 2021_acceptance model and use of service in jordanian telecommunication sector |