The influence of user motivation and perceived service quality on the use of e-resources

Abstract

This research investigates the influence of perceived service quality and users’ motivation to use e-resources. An e-resource is defined as fully-integrated resources which can be accessed via online i.e web resources and online database. The aim of this study is to propose a predictable model in using e-resources. The literature defined perceived service quality as the reliability of the information as well as the usability of e-resource interfaces. Previous studies also stressed the importance of users’ intrinsic and extrinsic motivations. Based on this theoretical background, an initial set of perceived service quality and users’ motivation were identified. Furthermore, the study used Technology Acceptance Model (TAM) Davis, and the Information System (IS) success Model. Although large enough sample was collected, only 240 respondents were considered after data screening and cleaning process. Others were discarded due to various reasons such as being incomplete and missing data. A mixed method was used to collect the data from students and faculty members in the Islamic Banking and Finance Educational Institutions (INCEIF and IIBF) using self-administered questionnaires and online survey. The Confirmatory Factor Analysis (CFA) was adopted to examine the construct validity of the instruments. The Structural Equation Modeling (SEM) as data analysis was used to propose a model that predicts variables that influence the use of e-resources. The findings of the SEM analyses revealed that the use of the e-resources was directly influenced by three independent variables (intrinsic motivation, extrinsic motivation and perceived service), respectively in one SEM diagram. Additionally, the intrinsic motivation was identified as the main determinant. However, perceived service quality had an indirect effect on the use of the e-resources with the mediation of the intrinsic motivation. The findings have contributed more towards understanding the user behaviors in using e-resources, and they suggest that users’ motivation and perceived service quality are the predictors of the use of the e-resources.