The increasing use of the Internet over recent years has forced governments and individuals to utilise Information & Communication Technology (ICT) in the form of electronic government (e-government), more specifically Public Sector Online Services (PSOS) as a subset of egovernment. However, the success of PSOS delivery is dependent on usage and on the growing concerns about the perceived information and service quality of PSOS and their influence on self-efficacy, satisfaction and personal outcome expectation towards ‘continuance intention’ to use the PSOS systems. Retaining current PSOS users is crucial to ensure better utilisation of ICT investments through a regulated process that considers citizens’ personal factors while using PSOS. If the level of PSOS quality is low, citizens are likely to revert to using traditional systems, leaving the new ICT systems underutilised. Few studies have investigated the influences of information and service quality on personal factors, such as self-efficacy, personal outcome expectation and satisfaction, towards intention to continuing to use PSOS. To fill this gap, the present study develops a PSOS quality model by associating it with citizens’ self-efficacy, satisfaction, personal outcome expectation, social influence, prior experience, and continuance intention. Therefore, the purpose of this study is to investigate the salient factors influencing citizens’ intention in the context of PSOS use. A research model of eight constructs is developed by integrating Social Cognitive Theory (SCT), Expectation Confirmation Theory (ECT), the DeLone and McLean IS success model, and E-S-QUAL. To validate the model, a quantitative-positivist approach methodology is used as the research paradigm; it employs a cross-sectional survey design as well as componentbased structural equation modelling (SEM) by using Analysis of Moment Structures (AMOS) as the data analysis technique. In total, 471 self-administrated questionnaires were found usable for data analysis and 17 hypotheses were formulated and tested. Overall, the modelling demonstrates a good fit with the observed data. The findings show that prior experience, social influence, information quality and services quality are significant predictors of citizens’ intention to use PSOS if these latent constructs are regulated through selfefficacy. The results exhibit positive relationships with the other constructs in the model except social influence and information quality towards personal outcome expectation and satisfaction. Further, the results show that service quality is the most influential variable in the present model. This highlights the vital role of service quality while delivering PSOS. Theoretically, the present study extends the roles of pre-adoption and post-adoption by offering a self-regulating process through self-efficacy as a physical ability. Further, the study reveals the importance of personal outcome expectation (internal stimuli) as well as satisfaction (external stimuli) as cognitive factors that represent personal goal assessments. Practically, the current study offers managers a mechanism in how to deal with end-users on a continuance basis while delivering online service through short- and long-term strategies. In summary, the present study marks a significant contribution in better understanding the utilisation of egovernment systems and can serve to better self-regulate outcomes for both citizens and government. Keywords: electronic service, e-service, electronic government, eGovernment, e-government, service quality, information quality, social influence, self-efficacy, personal outcome expectation, satisfaction, continuance intention.

Masters of Commerce / Organizations are operating within a difficult economic environment and in the face of fierce world competition (George & Jones, 1992 cited in Ndlovu & Brijball Parumasur, 2005). To remain competitive globally and for economic reasons, Theron and Dodd (2011) postulate that organizations sporadically have to retrench workers. In order to reduce expenses as well as costs and losses to the organization, they have to restructure and reduce their headcount and the typical form of engaging in the restructuring is by means of downsizing. Makawatsakul and Kleiner (2003) posit that employee morale and loyalty tend to be the first unintended casualties of a downsizing strategy. The repercussions of downsizing is that it jeopardizes employees’ commitment and morale to a large extent (Muthuvuloo 8Rose, 2005) and survivors thus experience lower job and organizational satisfaction (Baruch & Hind, 2000) as this creates insecurity, anxiety and uncertainty. Survivors are also often forced to make a sideway or downward move in their job, may experience a drop in pay and status, become stressed by the amount of work left by departing colleagues that they would now need to undertake and worry about the security of their new position in the organization (Chipunza & Berry 2010). In light of the above, the aim of the study was to investigate the organizational commitment of those employees who survived and remained with the retail organization following a downsizing process. For the purpose of this study a quantitative, non probability convenience sampling design was utilized. The sample (N=150) comprised of both males and females from different ethnic groups. A self developed biographical questionnaire and the Organizational Commitment Questionnaire (OCQ) were used to gather data. Statistical analyses involved both descriptive and inferential statistics (the Pearson Product-Moment Correlation Coefficient, Multiple Regression Analysis and Analysis of Variance). The results of the study indicate that employees display below average levels of commitment to the organization. More specifically, a direct, positive relationship was found between normative and affective commitment. Furthermore, a statistically significant relationship was found between affective and continuance commitment. Statistically significant relationships were found between the biographical characteristics namely, tenure, gender and age, and organizational commitment. Limitations of the current study are put forth and recommendations are made with respect to future research and for the organization.

This study examines the nature and outcomes of the professional commitment of actuaries. The affective and continuance levels of professional commitment among actuaries are high. Overall, actuaries are more committed to their profession than to their employing organisations. Actuaries who have a high affective commitment to their profession and/or professional association are likely to have become involved in their profession recently and intend to remain in the profession for the foreseeable future. The overall professional-organisational conflict level for actuaries is very low. The outcomes of an increased professional organisational conflict are seen in an increased intention to leave the profession and/or professional association. Findings of this study have implications for the actuarial profession, employers of actuaries and the actuarial professional associations.

This study addresses the antecedents of individuals' disposition to use telemedicine applications, as well as the antecedents of their usage to provide insight into creating sustained usage over time. The theoretical framework of this research is Bhattacherjee's expectation-confirmation IS continuance model. By combining a series of key factors which may influence the initial and continued usage of telemedicine applications with key constructs of Bhattacherjee's IS continuance model, this study aims to provide a deeper understanding of barriers to telemedicine app usage and how to facilitate continued use of these apps. Online survey data was collected from college students who are telemedicine application users. A total of 313 responses were gathered, and data analysis was conducted using SmartPLS 3. This dissertation contributes by looking at the IS adoption and IS continuance research simultaneously to connect these two research streams as well as suggesting the usage context of some established IS theory being different with regard to healthcare applications.

This study proposes a model of e-shopping continuance intentions that incorporate the revised technology acceptance model and expectation confirmation theory to measure continuance online shopping intentions within Saudi Arabia. Using structural equation modelling to confirm the model fit, and a 463-person sample, the author finds that perceived usefulness, enjoyment, and subjective norms determine online shopping continuance intentions, across male (30% of the sample) and female (70%) respondents. The structural weights are largely equivalent, yet the regression paths from site quality to perceived usefulness and perceived usefulness to continuation intentions are not invariant across the research sample. This research thus moves beyond consideration of online shopping intentions to include factors that may affect online shopping continuance. The research model is able to explain 61% of the variance in intentions to continue shopping online. Therefore, online strategies cannot ignore either direct or indirect differences in continuance intentions due to behaviour differences among shoppers in Saudi Arabia. With the high percentages of participants from the main populated regions in Saudi Arabia, the research model can be generalized across Saudi Arabia. Thus, the research has added to the limited literature on online repurchase intention or continuance intention by testing the proposed model in a context that has never before been tested. Furthermore, few prior studies use SEM as their methodological approach, and even fewer apply invariance analysis to verify behavioural differences based on gender, regional, education, e-shopping experience, and e-shopping spending with a sample obtained from Saudi Arabia. This study addresses these various knowledge gaps. Moreover, this thesis provides managers with useful and important information they can use to plan their Web sites and marketing strategies. The findings will help e-retailers to identify which web site attributes influence consumers’ e-shopping intentions, and thus improve the effectiveness of their e-shopping sites. A more thorough understanding of e-shopping continuance intention helps e-retailers to entice e-shoppers to shop online more, and entice non-online shoppers to shop online. Keywords: Internet shopping, e-shopping, technology acceptance, behavioural differences, continuance intentions, online shopping, Saudi Arabia.

The retention of highly motivated, skilled and committed employees is a major concern by organisations to achieve a competitive advantage. The turnover intentions of human capital are of interest to managers, employees, and organisations today. This study explores a theoretical model of turnover intentions that included three proximal variables, job satisfaction, affective and continuance commitment, the distal variables of subordinate communication, horizontal communication, personal feedback, media quality, communication climate, supervisor communication, job-related communication, and management communication, with turnover intentions. A questionnaire was completed by 101 participants of a rental firm in New Zealand. Job satisfaction, affective commitment, continuance commitment, subordinate communication, horizontal communication, personal feedback, media quality, communication climate, supervisor communication, job-related communication, and management communication correlated with turnover intentions. The results of the mediated regression analysis indicated that job satisfaction, affective commitment, and continuance commitment are significant mediators between the eight distal (organisational communication) variables, with turnover intentions. This study highlights the necessity for managers to develop good quality relationships with their employees to improve the quality of their communication, to foster job satisfaction, affective commitment, and continuance commitment to reduce turnover intentions. The conclusion of this study discusses the practical implications for managers, and organisations and the direction for future research.

Social network site (SNS) has been very popular with global Internet users since 2008, the amount of social network users grew very much. Based on some reasons, users enjoyed using social network site. However, whether the current users or new users will continue to use social network site or not is an issue today. To assure social network site¡¦s company could develop and run well in the future, we must realize the factors that can increase and retain the user to use. This study based on expectation confirmation theory (ECT) and through literature review to explore the factors that can influence the user¡¦s satisfaction. Successfully, we integrated perceived utilitarian benefit and perceived hedonic benefit into original ECT model. In this study, an empirical survey methodology with eight hypotheses was applied to verify this model. Covariance-based structural equation model (SEM) was used to analyze data and evaluate the model. The results pointed out that past ECT model with only one aspect can be extended from utilitarian and hedonic dimensions. It indicated that confirmation of utilitarian benefit, perceived utilitarian and hedonic benefits have significant influence on user¡¦s satisfaction. Lastly, user¡¦s satisfaction will positively influence the continuance intention. In sum, this study integrated utilitarian and hedonic dimensions into original ECT model, and proposed a more comprehensive framework to explain the continuance usage of social network site. This study also provided a reference model for future continuance intention research and some suggestions for social network site practitioners.

Since the advent of the Internet, online shopping has grown substantially across the globe. Understanding how to increase customers¡¦ loyalty through lifting up the level of satisfaction has been emphasized by both researchers and practitioners. Through integrating expectation-confirmation theory and IS success, this study attempts to examine how consumers¡¦ expectation, perception and confirmation and satisfaction on information quality, system quality, and service quality affects their continuance intention toward online shopping. Different from prior research focusing on overall satisfaction and continuance intention, this study proposed an extended model to examine consumers¡¦ satisfaction and continuance intention. The model and relationship were tested and validated by using data collected from 368 full- and part-time students in four universities in Taiwan. The results showed that confirmation and satisfaction are strongly affected by perceived quality but not expectation. However, the impact of satisfaction on continuance intention is not as strong as expected. The implication for research and practice are also discussed.

This study is one of the first studies to fully address the relationship that business-to-business buyers have with both the selling firm and salesperson within an integrated model. Finding from this survey research support 14 of the 26 original hypotheses and the 2 additional linkages using structural equation modeling. This study finds that the relationship customers have with the selling firm is a stronger predictor of continuance than the relationship that the buyer has with the salesperson. While this relationship is stronger between the buyer and the selling firm, findings suggest that the salesperson can have a direct negative impact on the relationship if conflict is present. Overall, this study provides a framework for future research on the topic of business-to-business buyer-selling firm and buyer-salesperson relationships.

This dissertation involved the development of a new construct, perceived privacy breach (PPB), to evaluate how a person perceives breaches of privacy in terms of whether they perceive any exchange of information was fair or not and how they believe it will impact people whose information has been shared. This instrument assists researchers to understand how a person perceives a possible breach of privacy. The PPB instrument was created after conducting a pilot study of approximately 200 undergraduate students and testing the data for possible dimensions in an Exploratory Factor Analysis (EFA). The EFA resulted in a concise 14 item questionnaire with three dimensions: dispersion, fairness, and impact. The PPB instrument was utilized in a larger study with 285 participants after a small pilot test (n=27) to study the impact of perceptions of privacy preaches upon a person's level of concern for his or her own privacy and the effect it has on their trust in organizations to protect their privacy in relation to their usage of Internet search engines. It also studied how the combination of perceptions of privacy breaches, general privacy concern, and trust had an impact on a person's anxiety and decision to continue using online search engines. The study also theorized that a person's concern for privacy and use of search engines might result in cognitive dissonance, which might have an effect on the way people think about privacy issues. The model was analyzed using a two step process. First a confirmatory factory analysis (CFA) using the software application EQS was run on the measurement model, in which all the instruments were assessed. The perceived privacy breach instrument had a Cronbach's alpha value of .89. The structural model was run in EQS and achieved a CFI fit of .86. There was a statistically significant relationship between perceived privacy breach and privacy concern, and between privacy concern and trust. Increase in trust was shown to have an effect on technology usage attitude. Hypotheses involving cognitive dissonance showed statistically significant results in the opposite direction.