E-Services Acceptance Model (E-SAM)

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, perceived ease of use 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 perceived ease of use; and perceived usefulness 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.