Abstract Following the vigorous development of the information and internet technology, the National Tax Administrations are now facing the challenges from the changes of the inner and outer environment. Due to the update of the information operating platform as well as the drive of e-government from the Executive Yuan, the government officials need to have abilities to learn new information technology; otherwise, they will fail to be qualified on their jobs. However, there are not too many studies about the degree of acceptance of officials on learning new technology. It is necessary to provide an approach to figure out acceptance degree of officials for information technology. We provide an integrated model called the Technology Acceptance Model on government officials. The model incorporates a wide variety of important factors into a theoretical framework provided by "Technology Acceptance Model, TAM" (Davis, 1989) and "Theory of Planned Behavior, TPB" (Ajzen, 1985). We collect data from a sample of staffs of the five local tax administrations and we analyze the data using the Structural Equation Modeling. The results of this research indicate that essential factors and show what factors affect the behavior of the government officials on accepting new technology and e-government. In addition, the model provides a good fit because of fit indices and explanatory powers for behavior. That is, we can use the model to predict the officials¡¦ behavior on using tax information system.

The e-learning system is one of many educational methods that allow flexible learner-centered education. It is also an information system based on the Internet. Hence, the increasing use of the e-learning has provided an inter-disciplinary research opportunity to information systems and educational engineering fields. But the benefits of an e-learning are subjected to the organization¡¦s learning environments, readiness and the acceptance of self-directed users. In other words, self-directed learning (SDL) is a prerequisite to e-learning success. It is important to evaluate the readiness of self-directed users and their acceptance of e-learning system. This paper focuses on examining the applicability of both the technology acceptance model (TAM) and the Unified Theory of Acceptance and Use of Technology (UTAUT) in explaining adult self-directed users¡¦ acceptance of e-learning system in a blended learning context. The combination of user groups (adult learners), the technology (e-learning system), and the context (blended learning in a higher education institution) is new to IT acceptance researches. The purpose of this research is to shed light on more effective ways to motivate part-time adult learners to use e-learning system in a higher education institution. This study extends both the TAM and UTAUT models with self-directed learning (SDL) concepts. A questionnaire was developed based on previous works in the areas of technology acceptance and SDL. Based on responses from 433 adult blended learners, both SDL-based TAM and UTAUT models were evaluated in terms of overall fit, explanatory power, and their causal links. Overall, findings suggest that TAM may be more appropriate than UTAUT for examining high SDLRS score user group¡¦s e-learning acceptance behaviour; UTAUT may provide e-learning designers and management teams some crucial suggestions to enhance low SDLRS score users¡¦ system utilization. This study also asserts that the successful transition to an e-learning environment requires that the self-directed learners be actively encouraged and supported by their organizations. Results of this study provide reliable and valid SDL-based TAM and UTAUT instruments for organizations to determine whether their learners had the necessary skills for SDL-based blended learning before investing huge budget and time in a large-scale e-learning project. As more organizations experiment with e-learning systems, the SDL-based TAM and UTAUT models could be used to (a) assess the degree of users¡¦ self-directed readiness before e-learning implementation; and (b) evaluate the factors affecting users¡¦ acceptance of new e-learning system and provide useful remedies for improving system utilization rate after e-learning implementation.

The time for WIMAX (Worldwide Interoperability for Microwave Access) is coming. Wireless network, a major trend of urban development nowadays, has become a part of modern life. In addition, all the countries have put emphasis on the application of information technology in the field of education. Thus, Ministry of Education in Taiwan actively promotes how to integrate information technology into teaching. In order to combine policies with the development of technology industry, building a wireless teaching environment in junior high schools is now a benchmark of becoming a clever mobile city for Kaohsiung City. As the prosperity of wireless network technology, mobile learning is now the main stream of the ubiquitous society; that is, utilizing modern technology into teaching has become a trend. This research takes the teachers major in humanities and art and the executive directors in the junior high schools in Kaohsiung City as an object of study, probing into the completion of building wireless teaching environments in these schools, the application of wireless network for teaching in the field of humanities and art, and the information literacy in connection with the will to utilize such technology of these teachers. This research bases on Davis¡¦s Technology Acceptance Model, probing into the usefulness, the ease of use and the will to use of teaching with the wireless network with the construction of the wireless environment in the campus and the information literacy of the teachers by the questionnaires. It adopts SPSS15.0 for Windows as well as Amos 7.0 systems to analyze the data and Structural Equation Modeling to proceed to the causal path analysis of the research structure, testing the causal relationship of each variable in this research. At the same time, it uses the data from the questionnaires and the interviews to mutually confirm the conclusion. According to this research, there are five conclusions: 1¡BGender, the seniority of teaching, the function of office and the scale of the school will affect the usefulness, the ease of use, the will to use and the information literacy of teaching with the wireless network. 2¡BSo far the construction of wireless environment of the junior high schools in Kaohsiung city is still not perfect; specifically, only few schools can expand wireless access points by themselves while other schools still maintain 5 access points offered by the Education Bureau. Thus, the access points are installed only in the conference rooms or the special-function classrooms; they are insufficient for the normal classrooms. 3¡BThe teachers in the field of humanities and art generally use internet resources to teach, but many of them can not directly teach on the internet owing to the insufficiency of wireless environment. 4¡BThe information literacy of the teachers has a notably positive effect on the usefulness, the ease of use and the will to use of teaching with the wireless network. 5¡BThe effectiveness of how WIMAX influence the completion of building wireless teaching environment in junior high schools is not so obvious.

<p>The rise of the streaming music services and the decreasing importance of physical distribution is an inevitable change that the industry has been facing, which is resulting from the so-called internet revolution over the past few years. Through years, the music business has already shifted to online platform with the birth of file sharing. Today, a generation who had grown up digital came to age. Members of this generation have different consumption habits than before, and have different motives toward consumption.</p><p>The consumer behavior of this group was examined at different stages of the digital revolution during last decade. However, although there is a wide number of researches have examined online consumer behavior and the adoption file-sharing technologies, no study investigated the use of streaming music services. Therefore, in order to understand the changing consumption behavior of the net generation music consumers, and to under-stand the use of streaming music services, this study extends the Technology Acceptance Model (TAM) to account the streaming music services. A questionnaire based empirical study was administrated among the users of Sweden based streaming music service Spotify. Results confirm that there is a significant relationship between users‟ perceived usefulness of service use, and their attitude toward using and their behavioral intention to use. In addition, it is also confirmed by the results that advertisement/charge, flow, and social influence are effective in explaining the motives of users‟, and the use of streaming music services. Furthermore, according to the findings of the study streaming music services have a positive effect on decreasing the music piracy.</p>

The two longitudinal case studies that make up this dissertation sought to explain and predict the relationship between usability and clinician acceptance of a health information system. The overall aim of the research study was to determine what role usability plays in the acceptance or rejection of systems used by clinicians in a healthcare context. The focus was on the end users (the clinicians) rather than the views of the system designers and managers responsible for implementation and the clients of the clinicians. A mixed methods approach was adopted that drew on both qualitative and quantitative research methods. This study followed the implementation of a community health information system from early beginnings to its established practice. Users were drawn from different health service departments with distinctly different organisational cultures and attitudes to information and communication technology used in this context. This study provided evidence that a usability analysis in this context would not necessarily be valid when the users have prior reservations on acceptance. Investigation was made on the initial training and post-implementation support together with a study on the nature of the clinicians to determine factors that may influence their attitude. This research identified that acceptance of a system is not necessarily a measure of its quality, capability and usability, is influenced by the user’s attitude which is determined by outside factors, and the nature and quality of training. The need to recognise the limitations of the current methodologies for analysing usability and acceptance was explored to lay the foundations for further research.

Title: Artificial Intelligence in Customer Interactions: A Study on Customers' Perceptionsregarding IVR Services in the Banking Industry Purpose: The purpose of this paper was to explore consumer perspectives on automated IVRcustomer services. Design/methodology/approach: This research paper was conducted qualitatively, where theresearchers developed a framework and a suggested model based on existing research andcollected primary data from eight interviews with open-ended questions. The collected datawas coded so that the researchers could spot patterns in the responses which were thendiscussed in relation to previous studies. Based on the results of the data analysis thedeveloped model was also discussed and revised. Findings: The findings of this study suggest that consumers are skeptical towards IVRtelephone customer service and believe that the service quality would be lower than regulartelephone service. The findings do however show that consumers are willing to try to adjust tonew technology as long as there are alternatives if they are not satisfied. Research implications: Managers should focus on delivering quality service to all of theirconsumers and therefore need to consider how well their services can fulfill the needs of theirconsumers. If the quality of the technology cannot provide the service that is expected there isstill a need for regular telephone customer service or else the company might suffer in thelong run. Originality/value: This study is, to the best of our knowledge, the first to explore the topic ofcustomers perceptions of AI in customer service. Keywords: IVR, AI, Customer Service, Banking, Customer Satisfaction, Wait time, TAM,Technology Acceptance Model, Sweden

Background:  Marketing is evolving because of Big data, and there are a lot of possibilities as well as challenges associated with Big data, especially for small and medium-sized companies (SMEs), who face barriers that prevent them from taking advantage of Big data. For companies to analyze Big data, Big data analytics are used which helps companies analyze large amounts of data. However, previous research is lacking in regard to how SMEs can implement Big data analytics and how Big data analytics are perceived by SMEs. Purpose:  The purpose of this study is to investigate how the employees of Swedish SMEs perceive Big data analytics. Research Questions: How do employees of Swedish SMEs perceive Big data analytics in their current work environment? How do the barriers impact the perceptions of Big data analytics? Methodology: The research proposes a quantitative cross-sectional design as the source of empirical data. To gather the data, a survey was administered to the employees of Swedish companies that employed less than 250 people, these companies were regarded as SMEs. 139 answered the survey and out of those, the analysis was able to use 93 of the answers. The data was analyzed using previous theories, such as the Technology Acceptance Model (TAM). Findings: The research concluded that the employees had positive perceptions about Bigdata analytics. Further, the research concluded that two of the barriers (security and resources) analyzed impacted the perceptions of the employees, whereas privacy of personal data did not. Theoretical Implications: This study adds to the lacking Big data research and improves the understanding of Big data and Big data analytics. The study also adds to the existing gap in literature to provide a more comprehensive view of Big data. Limitations: The main limitation of the study was that previous literature has been vague and ambiguous and therefore may not be applicable. Practical Implications: The study helps SMEs understand how to better implement Big data analytics and what barriers need to be prioritized regarding Big data analytics. Originality: To the best of the author’s knowledge, there is a significant lack of academic literature regarding Big data, Big data analytics and Swedish SMEs, therefore this study could be one of the pioneer studies examining these topics which will significantly contribute to current research.

A presente pesquisa visa investigar o envolvimento do usuário final no desenvolvimento de um Sistema de Informação (SI) e sua influência na adoção do SI. Para tanto, realizou-se uma revisão sistemática, em que foram analisados 133 artigos e cujo resultado é a proposição de uma modificação do Modelo de Aceitação de Tecnologia (TAM) incluindo variáveis relativas ao envolvimento do usuário: situacional e intrínseco. Em seguida, foi realizado o teste do modelo proposto a partir de uma survey com 114 respondentes, cujos dados foram analisados através de Análise Fatorial Exploratória (EFA), Análise Fatorial Confirmatória (CFA) e Modelagem por Equações Estruturais (SEM). O teste permitiu inferir que as hipóteses suscitadas estavam corretas e que o envolvimento do usuário é significativo dentro do contexto de adoção de um SI. Por fim, realizou-se um projeto de experimentos fatorial (DOE) fracionado para verificar de que forma envolvimento situacional e intrínseco estão relacionados Evidenciou-se que a composição do efeito de fatores principais e de interações duplas das atividades do envolvimento situacional explica até 57% da variação do envolvimento intrínseco. As principais contribuições teóricas da dissertação versam sobre a consistência aportada pelos métodos utilizados. O subsídio teórico aportado pela revisão sistemática permitiu elaborar relações teóricas com segurança. A utilização conjunta de EFA e CFA é indicada para conferir robustez à pesquisa. Da mesma forma, a modelagem por equações estruturais apresentou utilidade no contexto da pesquisa, embora se indique cuidado ao realizar as modificações no modelo para que se adeque aos parâmetros de qualidade da análise. Por fim, a realização de um projeto de experimento fatorial fracionado é algo incomum na literatura de adoção de SI, mas foi útil para verificação da qualidade da interação entre os tipos de envolvimento, bem como a verificação de quais fatores devem ser evitados. / The present research aims to understand the end user involvement in the Information System (IS) development influence in IS adoption by proposing and testing a specific theoretical model. A systematic review was carried out in which 133 articles were analyzed and its result is a Technology Acceptance Model (TAM) modification proposition. This model includes variables related to the user's involvement: situational involvement and intrinsic involvement. Afterwards, the test of the proposed model was carried out from a survey with 114 respondents, whose data were analyzed through Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM). The test allowed inferring that the hypotheses raised were correct and that user involvement is significant within IS adoption context. Finally, a fractional factorial design of experiments (DOE) with seven factors was done to verify how two types of involvement are related. It was evidenced that the composition of the effect of situational involvement major factors and double interactions explains up to 57% of intrinsic involvement variation The main theoretical contributions of the dissertation are about the consistency provided by the methods used. The theoretical subsidy provided by the systematic review allowed development of theoretical relations with safety. The combined EFA and CFA use is strongly indicated to give robustness to the research. Likewise, SEM presented significant utility in research context, although it is indicated caution when making model modifications to fit analysis quality parameters. Finally, fractional factorial DOE with seven factors is uncommon in the literature, but it was extra useful to verify interaction quality between types of involvement.

Background: The wave of Artificial Intelligence (AI) is marching on, replacing jobs and traditional services, and is predicted to be one of the biggest marketing trends in the close future. Four of the major Swedish banks have started to implement AI as a customer service channel. Simultaneously, the Swedish banking industry is experiencing an all-time low in customer satisfaction, where one of the main reasons is the diminishing number of local branches. Purpose: The purpose of this thesis is to explore the attitudes that customers have towards AI in customer service, as a substitute to local brick and mortar offices within the Swedish bank industry, as well as uncover any significant factors that could influence these attitudes. Method: This is a qualitative study of exploratory nature where five focus groups have been used to collect empirical data. A total sample of 26 participants, ranging from 20-55 years old, have partaken in the focus groups.  Conclusion: Findings show that there mainly exists a negative attitude towards AI as a substitute to brick-and-mortar offices, but positive attitudes towards it as a complement. Factors that influence the attitudes were found to be Convenience, Perceived Usefulness, Perceived Ease of Use, Trust, Risk and Social influence. Awareness and Prior Technological Experience were found to not have great influence on customer attitudes.

Made available in DSpace on 2015-05-14T12:20:09Z (GMT). No. of bitstreams: 1 arquivototal.pdf: 2411819 bytes, checksum: 51fe6bb46fd7bf88580d58a7bd308d63 (MD5) Previous issue date: 2014-02-26 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES / This research aims to identify the State Department of Revenue employees acceptance in relation to the adoption SIGECAP. To check the acceptance or this system it was applied the Technology Acceptance Model (TAM). The research is characterized as being exploratory and descriptive with data collection conducted through a user survey. As a result, it was possible to verify that the SIGECAP is easy to use, according to the obtained results, the perceived ease of use has led the largest percentage (37.33%) of data variability. The second factor (use intention) explains 11.99% of the data, the third factor (perceived utility) explains 8.26% of the data, the fourth factor (external variable) explains 6.071% of the data structure and the fifth factor (Hardware Resources) obtained 5.73%. Future research is required to investigate possible digital limitations and also the interrelationships involving servers that have not master the IT resources and those who do not know the SIGECAP. / Esta pesquisa tem como objetivo identificar a aceitação dos servidores da Secretaria de Estado da Receita (SER), na adoção do SIGECAP. Para se checar a aceitabilidade desse sistema, foi utilizado como ferramenta o modelo teórico de aceitação de tecnologia TAM. A pesquisa caracteriza-se como exploratória e descritiva, com coleta de dados realizada por meio de aplicação de questionário. Como resultado, foi possível detectar que o SIGECAP é fácil de usar, pois, de acordo com o resultado obtido, a facilidade de uso percebida levou o maior percentual (37,33%) da variabilidade dos dados. O 2º fator (Intenção de uso) explica 11,99% dos dados; o 3º fator (Utilidade percebida) explica 8,26% dos dados; o 4º fator (variável externa) explica 6,071% da estrutura dos dados, e o 5º fator (Recursos em Hardware) obteve 5,73% dos dados. Futuras pesquisas são necessárias para investigar eventuais limitações digitais e as inter-relações que envolvem os servidores que ainda não dominam a informática e os que não conhecem o SIGECAP.