An empirical investigation on factors influencing the adoption of mobile phone call centre services: an integrated model

Abstract

The call centre has become the main communication channel between the cell phone users and mobile communication operator. By integrating Technology Acceptance Model (TAM), D&M Information System (IS) Success Model, Service Quality and Theory of Planned Behaviour (TPB), this paper proposes an integrated model of the factors, which influence the cell phone users’ intention to adopt call centre services. Drawing on the empirical base of 198 users’ questionnaires, the paper concludes that users’ Perceived Usefulness (PU) and Perceived Behavioural Control (PBC) positively influence their intention to adopt the call centre services. Information quality positively related to users’ PU, system quality to users’ Perceived Ease Of Use (PEOU) and users’ self-efficacy has a positive influence on PBC and users’ PEOU.