Volume 13 Number 1 (Jan. 2018)
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JCP 2018 Vol.13(1): 100-115ISSN: 1796-203X
doi: 10.17706/jcp.13.1.100-115

Predicting Switching Behaviour of e-Service Users toward m-Services: An Empirical Investigation

Mutlaq B. Alotaibi

Al Imam Mohammad Ibn Saud Islamic University (IMSIU), Riyadh, Saudi Arabia.



Abstract—Although M-services have gained remarkable attention, recent advancements in mobile computing
are competing against raised expectations. Little attention in the current literature has been given to the
expectations of cost and benefits to determine switching behaviour towards M-services. Drawing upon prior
theories of switching behaviour, the current research investigates the switching factors (inhibitors, enablers
and social and personality aspects) by empirically examining a proposed research model using structural
equation model (SEM) techniques. In order to examine the model, a survey data set of seven hundred and fifty
(n=750) responses was collected by means of an online questionnaire in Saudi Arabia. Results, herein,
indicate that intention to switch to M-services can be predicted by expected switching cost (ESC), expected
switching benefits (ESB), social influence (SI) and personal innovativeness (PI). Two groups consisting of
three switching inhibitors and three switching enablers were demonstrated to be antecedents of the ESC and
ESB respectively. All proposed relationships within the research model have been supported by empirical
data.

Index Terms—Enablers, inhibitors, m-services, mobile, switching behaviour.

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Cite:Mutlaq B. Alotaibi, "Predicting Switching Behaviour of e-Service Users toward
m-Services: An Empirical Investigation," Journal of Computers vol. 13, no. 1, pp. 100-115, 2018.

General Information

ISSN: 1796-203X
Frequency: Monthly (2006-2014); Bimonthly (Since 2015)
Editor-in-Chief: Prof. Liansheng Tan
Executive Editor: Ms. Nina Lee
Abstracting/ Indexing: DBLP, EBSCO, DOAJ, ProQuest, INSPEC, ULRICH's Periodicals Directory, WorldCat, CNKI,etc
E-mail: jcp@iap.org
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