Influence of Quality of Information System Success (ISS) on Customer Intention to Continue Use in Bitkub Platform with Trust as the Mediator Factor
Article Sidebar
Main Article Content
Abstract
This research aimed to test the quality of the Information System Success (ISS) factor, which its affect Bitkub platform customer intention to continue using by trust as the mediator factor. Data were collected by using a questionnaire as a tool to collect data from the representative sample consisted of 350 Bitkub platform users in Thailand. The researchers were statistically analyzed using the descriptive statistics for finding mean, Standard Deviation (SD), and Structural Equation Modeling (SEM). The results found that Bitkub platform users are generation Y (between age 20-37 years old) male. The quality of Information System Success (ISS) factor significantly the customers intention to continue use on mediators is trust which had a statistically significant level of 0.01. It effects with Bitkub platform positively when users make do trust in the information system. Not only, users want to be trading the digital assets or transaction through the Bitkub platform, but also users will be trust in the application. Bitkub platform that represents real value assets. It cans be traded or transacted with confidence and security. Until the users received confidence and trust in the quality of the Bitkub platform to continue use in Bitkub platform.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
ข้อมูลลิขสิทธิ์
References
Awad, N. F., & Ragowsky, A. (2008). Establishing trust in electronic commerce through online word of mouth:
An examination across genders. Journal of Management Information Systems, 24(4), 101-121.
Beck, R., Avital, M., Rossi, M., & Thatcher, J. B. (2017). Blockchain technology in business and information
systems research. Business & Information Systems Engineering, 59(6), 381–384.
Boonma, S. (2019). Usability and perceived risks affecting satisfaction, trust, and loyalty towards k–mobile
banking plus of users in Bangkok (Master’s thesis). Bangkok University, Faculty of Management. (in
Thai)
Breznitz, S. (2013). Cry wolf: The psychology of false alarms. New York: Psychology Press.
Brown, I., & Jayakody, R. (2008). B2C e-commerce success: A test and validation of a revised conceptual
model. Electronic Journal Information Systems Evaluation, 11(3), 167-184.
Caceres, R. C., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and
business-to-business loyalty. European Journal of Marketing, 41(7/8), 836-867.
Chang, M. K., & Cheung, W. (2005, January). Online trust production: Interactions among trust building
mechanisms. In Proceedings of the 38th Annual Hawaii International Conference on System Sciences
(p. 181c). IEEE.
Chen, C. W. D., & Cheng, C. Y. J. (2009). Understanding consumer intention in online shopping: A
respecification and validation of the DeLone and McLean model. Behaviour & Information
Technology, 28(4), 335-345.
Chuang, H. M., & Fan, C. J. (2011). The mediating role of trust in the relationship between e-retailer quality and
customer intention of online shopping. African Journal of Business Management, 5(22), 9522-9529.
De Ruyter, K., Wetzels, M., & Kleijnen, M. (2001). Customer adoption of e-service: An experimental study.
International Journal of Service Industry Management, 12(2), 184-207.
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A
ten-year update. Journal of Management Information Systems, 19(4), 9-30.
DeLone, W. H., & McLean, E. R. (2004). Measuring e-commerce success: Applying the DeLone & McLean
information systems success model. International Journal of Electronic Commerce, 9(1), 31-47.
Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. Journal
of Marketing, 61(2), 35-51.
Egdair, I. M., Rajemi, M. F., & Nadarajan, S. (2015). Technology factors, ERP system and organization
performance in developing countries. International Journal of Supply Chain Management, 4(4), 82-89.
The Standard Wealth. (2564). ผ่างบการเงิน ‘Bitkub Online’ สตาร์ทอัพทีเติบโตหลัก 1,000% จนเข้าตายานแม่ ่
‘SCBX’. สืบค้นจาก https://thestandard.co/bitkub-online
References
Awad, N. F., & Ragowsky, A. (2008). Establishing trust in electronic commerce through online word of mouth:
An examination across genders. Journal of Management Information Systems, 24(4), 101-121.
Beck, R., Avital, M., Rossi, M., & Thatcher, J. B. (2017). Blockchain technology in business and information
systems research. Business & Information Systems Engineering, 59(6), 381–384.
Boonma, S. (2019). Usability and perceived risks affecting satisfaction, trust, and loyalty towards k–mobile
banking plus of users in Bangkok (Master’s thesis). Bangkok University, Faculty of Management. (in
Thai)
Breznitz, S. (2013). Cry wolf: The psychology of false alarms. New York: Psychology Press.
Brown, I., & Jayakody, R. (2008). B2C e-commerce success: A test and validation of a revised conceptual
model. Electronic Journal Information Systems Evaluation, 11(3), 167-184.
Caceres, R. C., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and
business-to-business loyalty. European Journal of Marketing, 41(7/8), 836-867.
Chang, M. K., & Cheung, W. (2005, January). Online trust production: Interactions among trust building
mechanisms. In Proceedings of the 38th Annual Hawaii International Conference on System Sciences
(p. 181c). IEEE.
Chen, C. W. D., & Cheng, C. Y. J. (2009). Understanding consumer intention in online shopping: A
respecification and validation of the DeLone and McLean model. Behaviour & Information
Technology, 28(4), 335-345.
Chuang, H. M., & Fan, C. J. (2011). The mediating role of trust in the relationship between e-retailer quality and
customer intention of online shopping. African Journal of Business Management, 5(22), 9522-9529.
De Ruyter, K., Wetzels, M., & Kleijnen, M. (2001). Customer adoption of e-service: An experimental study.
International Journal of Service Industry Management, 12(2), 184-207.
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A
ten-year update. Journal of Management Information Systems, 19(4), 9-30.
DeLone, W. H., & McLean, E. R. (2004). Measuring e-commerce success: Applying the DeLone & McLean
information systems success model. International Journal of Electronic Commerce, 9(1), 31-47.
Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. Journal
of Marketing, 61(2), 35-51.
Egdair, I. M., Rajemi, M. F., & Nadarajan, S. (2015). Technology factors, ERP system and organization
performance in developing countries. International Journal of Supply Chain Management, 4(4), 82-89.
Filieri, R., Alguezaui, S., & McLeay, F. (2015). Why do travelers trust TripAdvisor? Antecedents of trust towards
consumer-generated media and its influence on recommendation adoption and word of mouth.
Tourism Management, 51, 174-185.
Guiltinan, J. P. (1989). A classification of switching costs with implications for relationship marketing. In AMA
Winter Educators’ Conference: Marketing Theory and Practice (pp. 216-20). Chicago: American
Medical Association.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares
structural equation modeling in marketing research. Journal of the Academy of Marketing Science,
(3), 414-433.
Hsu, L.-C. (2014). Influence of quality of information system success (ISS) on customer intention to continue
use in B2B E-commerce: A contingency approach of system anxiety. Research Journal of Business
Management, 8, 353-366.
Huang, Y. M., Pu, Y. H., Chen, T. S., & Chiu, P. S. (2015). Development and evaluation of the mobile library
service system success model: A case study of Taiwan. Electronic Library, 33(6), 1174-1192.
Jankrajea, M. (2015). Information system quality and technology acceptance affecting decision to use mobile
banking service of people in Bangkok (Master’s thesis). Bangkok University, Faculty of Management.
(in Thai)
Johns, M. M., Barnes, M., & Florencio, P. S. (2003). Restoring balance to industry-academia relationships in
an era of institutional financial conflicts of interest: promoting research while maintaining trust. Jama,
(6), 741-746.
Kelly, S. E., Bourgeault, I., & Dingwall, R. (2010). Qualitative interviewing techniques and styles. SAGE
Handbook of Qualitative Methods in Health Research(pp. 307-326). United Kingdom: Sage.
Khandare, N. (2013). Security of online electronic transactions. International Journal of Technical eSearch
and Applications, 1(5), 53-58.
Kim, J., & Forsythe, S. (2008). Adoption of virtual try-on technology for online apparel shopping. Journal of
Interactive Marketing, 22(2), 45-59.
Kim, S., & Park, H. (2013). Effects of various characteristics of social commerce (s-commerce) on consumers’
trust and trust performance. International Journal of Information Management, 33(2), 318-332.
Kongsakul, J. (2021, October 30). Get to know "digital assets" before investing - after the opening of trading
accounts has increased 5 times. Retrieved from https://www.prachachat.net/finance/news-791295.
(in Thai)
Koufaris, M., & Hampton-Sosa, W. (2004). The development of initial trust in an online company by new
customers. Information & Management, 41(3), 377-397.
Krasnova, H., Hildebrand, T., & Guenther, O. (2009). Investigating the value of privacy on online social networks:
Conjoint analysis. ICIS 2009 Proceedings: Thirtieth International Conference on Information Systems, Phoenix 2009 “Information Systems Security and Privacy” (pp. 1-18). n.p.: Association for Information
Systems AIS Electronic Library (AISeL).
Kulthakornsate, N. (2015). The structural equation model of causal. Journal of Business, Economics and
Communications, 10(2), 145-165.
Kunsawat, N., & Punruraaomporn, B. (2020). Factors affecting stock investment decisions in the Covid-19
situation of retail investors. Retrieved from https://mmm.ru.ac.th/MMM/IS/twin-9/6214154015.pdf (in
Thai)
Lacey, R. W. (2003). Customer loyalty programs: Strategic value to relationship marketing (Doctoral
dissertation). The University of Alabama, Tuscaloosa, Alabama.
Lee, H. Y., Ahn, H., & Han, I. (2006, January). Analysis of trust in the e-commerce adoption. In Proceedings of
the 39th Annual Hawaii International Conference on System Sciences (HICSS'06) (Vol. 6, pp. 113c).
n.p.: IEEE.
Lee, J. D., & See, K. A. (2004). Trust in automation: Designing for appropriate reliance. Human Factors, 46(1),
-80.
Marella, V., Upreti, B., Merikivi, J., & Tuunainen, V. K. (2020). Understanding the creation of trust in
cryptocurrencies: The case of Bitcoin. Electron Markets, 30, 259–271.
Masri, N. W., You, J. J., Ruangkanjanases, A., Chen, S. C., & Pan, C. I. (2020). Assessing the effects of
information system quality and relationship quality on continuance intention in e-tourism. International
Journal of Environmental Research and Public Health, 17(1), 174.
Molla, A., & Licker, P. S. (2001). E-commerce systems success: An attempt to extend and respecify the
Delone and MacLean model of IS success. Journal of Electronic Commerce Research, 2(4), 131-
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of
Marketing, 58(3), 20-38.
Nelms, T. C., Maurer, B., Swartz, L., & Mainwaring, S. (2018). Social payments: Innovation, trust, bitcoin, and
the sharing economy. Theory, Culture & Society, 35(3), 13-33.
Nicolaou, A. I., & McKnight, D. H. (2006). Perceived information quality in data exchanges: Effects on risk, trust,
and intention to use. Information Systems Research, 17(4), 332-351.
Pimonwittaya, W. (2014). The impact of mobile site quality on consumer trust of M-commerce. (Master’s thesis).
Bangkok University, Faculty of Management. (in Thai)
Preserthlap, M., & Prukpousana, K. (2015). Comparison of the reliability of the results of the different scale
Lichert's attitude measurements: a summary theory referring to the reliability of the measurement
results. Silpakorn Educational Research Journal, 7(2), 249-258. (in Thai)
Rovinelli, R. J., & Hambleton, R. K. (1976). On the use of content specialists in the assessment of criterion-
referenced test item validity. Paper presented at the Annual Meeting of the American Educational
Research Association (60th, April 19-23, 1976) (pp. 1-37). San Francisco, CA.
Salem, R. (2003). Beyond Intractability. Retrieved from http://www.beyondintractability.org/essay/
empathic_listening/
Schniederjans, D., & Yadav, S. (2013). Successful ERP implementation: An integrative model. Business
Process Management Journal, 19(2), 364-398.
Schreiber, J. B., Nora, A., Stage, F. K., Barlow, E. A., & King, J. (2006). Reporting structural equation
modeling and confirmatory factor analysis results: A review. Journal of Educational Research, 99(6),
- 338.
Securities and Exchange Commission. (2021). The Securities and Exchange Commission (SEC) reported
that the value of global digital assets (Oct. 4) reached $2.14 trillion. Retrieved from
https://www.bangkokbznews.com/business/964806 (in Thai)
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges.
Journal of Marketing, 66(1), 15-37.
Suknantee, V. (2020, January 26). How to start investing in bitcoin? Retrieved from
https://www.bitkub.com/blog/how-to-bitcoin-e72260759875 (in Thai)
Suriyamongkol, P. (2019). The effect of trust and customer satisfaction on intention to continue using mobile
banking (Master’s thesis). Mahidol University, College of Management. (in Thai)
Tangpatthamachart, S., & Parncharoen, C. (2020). Information system success model on payment behavior via
mobile banking of consumers in Bangkok. Suthiparita Journal, 34(109), 173-185. (in Thai)
Thanyaphaisan, S., Tangsattayacheep, K., & Thanyaphaisan, S. (2021). Factors in the investment decisions of
investors in the stock exchange of Thailand in the Covid-19 Era. Phranakhon Rajabhat Research
Journal (Humanities and Social Sciences), 16(2), 294-311. (in Thai)
The Standard Wealth. (2021). Dissecting the financial statements 'Bitkub Online', a startup that has grown by
% until the death of the mother vehicle 'SCBX'. Received from https://thestandard.co/bitkub-
online (in Thai)
Thiammok, R., & Tuvadaratragool, S. (2020). Factors affecting the investment experience of retail investors in
the central region in the stock exchange of Thailand. Rajapark Journal, 14(36), 147-162. (in Thai)
Thielsch, M. T., Meeßen, S. M., & Hertel, G. (2018). Trust and distrust in information systems at the workplace.
PeerJ, 6, e5483.
Van Slyke, C., Belanger, F., & Comunale, C. L. (2004). Factors influencing the adoption of web-based
shopping: the impact of trust. ACM SIGMIS Database: the DATABASE for Advances in Information
Systems, 35(2), 32-49.
Vanichbuncha, K. (2014). Analysis of the equation of a project with AMOS. Bangkok: Three Lada. (in Thai)
Wang, L., Law, R., Guillet, B. D., Hung, K., & Fong, D. K. C. (2015). Impact of hotel website quality on online
booking intentions: eTrust as a mediator. International Journal of Hospitality Management, 47, 108-
Zhou, T. (2013). An empirical examination of continuance intention of mobile payment services. Decision
Support Systems, 54(2), 1085-1091.
