Purpose

This paper sought to validate a proposed e-service use model that takes into account system's environment and user factors as plausible determinants of an information system's (IS) use that are not accounted for by previous IS use models. The aim is to establish the applicability of the model for e-services and IS design, implementation and use.

Design/methodology/approach

This study adopts a quantitative approach to data collection and analysis. Using a systematic multi-stage random sampling, data were collected from 400 university e-library users and analysed using regression analysis to test the hypothesised relationships.

Findings

Internal system factors (particularly service quality), user satisfaction, e-service environment factors and user factors (gender, programme of study, level of study and computer/IT self-efficacy) predicted the use of e-services. These findings are partly similar to and partly different from those of the earlier studies, suggesting that more studies are needed to test the comprehensive model of e-services’ use.

Research limitations/implications

This is a replicated study and as such made use of a similar population. These findings, therefore, cannot be generalised to other organisations with users of different demographic profiles.

Practical implications

First, the use of the services provided through an IS is predicted by factors other than user satisfaction, system, service and information qualities. Second, system administrators, designers, library administrators and managers must ensure that these factors are considered during the design, implementation and use of ISs.

Social implications

The paper argues for the need to design e-services and ISs with consideration for user attributes that may lead to social exclusion if not considered. This is because the environment where an IS is hosted can be a driver of e-services use, especially if management provides the enabling environment in terms of optimal staffing, training, user support and periodic e-service evaluation.

Originality/value

This paper extends research effort in understanding the predictors of use of ISs beyond the traditional system's attributes (information, service and system qualities) to include system environment and user factors.

中文翻译：

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对信息系统用户中电子服务使用的预测变量进行建模

目的

本文试图验证一个提议的电子服务使用模型，该模型将系统环境和用户因素考虑为信息系统（IS）使用的合理决定因素，而以前的信息系统使用模型没有考虑到这些因素。目的是建立模型对电子服务和信息系统设计、实施和使用的适用性。

设计/方法/方法

本研究采用定量方法进行数据收集和分析。使用系统的多阶段随机抽样，从 400 名大学电子图书馆用户收集数据，并使用回归分析进行分析，以检验假设的关系。

发现

内部系统因素（特别是服务质量）、用户满意度、电子服务环境因素和用户因素（性别、学习计划、学习水平和计算机/IT自我效能）预测电子服务的使用。这些发现与早期研究的结果部分相似，部分不同，这表明需要更多的研究来测试电子服务使用的综合模型。

研究限制/影响

这是一项重复研究，因此使用了相似的人群。因此，这些发现不能推广到具有不同人口统计资料用户的其他组织。

实际影响

首先，通过 IS 提供的服务的使用是由用户满意度、系统、服务和信息质量以外的因素预测的。其次，系统管理员、设计者、图书馆管理员和管理者必须确保在信息系统的设计、实施和使用过程中考虑到这些因素。

社会影响

该论文认为设计电子服务和信息系统时需要考虑用户属性，如果不加以考虑，可能会导致社会排斥。这是因为托管信息系统的环境可以成为电子服务使用的驱动力，特别是如果管理层在最佳人员配备、培训、用户支持和定期电子服务评估方面提供了有利环境。

原创性/价值

本文将研究工作延伸到理解使用信息系统的预测因素，超越传统系统的属性（信息、服务和系统质量），包括系统环境和用户因素。