Analysis of consumer adoption of E-statement services of a Sri Lankan organization in telecommunication industry

Abstract

Consumers’ adoption of electronic statements (e-statements) has become increasingly prevalent, especially in the realm of telecommunication services. This research in- vestigates the key factors influencing the adoption of e-statement services within a telecommunicationorganizationoperatinginSriLanka. Drawinguponthetheoretical framework of the Technology Acceptance Model (TAM), the study seeks to identify and measure the determinants of consumer adoption behavior towards e-statements. The research relies primarily on quantitative analysis and was undertaken to assess thevariablesofperceivedeaseofuse,perceivedutility,perceivedrisk,awareness,and behavioralintentionaffectingtheadoptionofe-statementservices. . The study’s key findings provide insight into the relative impact of these variables in affectingcustomer attitudes andbehaviors toward e-statement adoption. Theimpli- cationsofthesefindingshavebeeninvestigatedintermsofimprovingconsumeradop- tion to e-statement services in Sri Lanka’s telecommunications industry. The findings contribute to both theoretical advances in technology adoption studies and practical strategiesforincreasingconsumeradoptionofe-statementservices.