Understanding Consumer Intention to Use Mobile Services

Abstract

Given the fast growth of mobile technology services in some countries and the relatively slow growth in others, it is important to understand the factors that contribute to the adoption of these applications in Australia. Drawing from the Technology Acceptance Model, Domestication Research, and Uses and Gratification Research, this study develops a model for consumers’ intentions to use mobile services (m-services). The main drivers of consumers’ intentions to use m-services are satisfaction along with perceived usefulness. In addition, this study shows that perceived ease of use is a strong predictor of perceived usefulness. This study found that perceived usefulness, perceived ease of use, and perceived enjoyment positively affect satisfaction with m-services while perceived cost has a negative effect. On a different note, it was proven that perceived image does not have a significant impact on customers’ satisfaction with m-services. Overall findings of this study provide some contribution to the growing body of research in the area of m-services and provide some assistance to practitioners in formulating better strategies to retain current m-service users.

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