Editor’s Column

This is my second year as Editor-in-Chief of e-Service Journal (eSJ) . I am pleased to announce that we were able to devote two prior issues in this volume to special issues dedicated to the topic of service management. Focused special issues will continue to remain the core focus of e-Service Journal. Hence, we are always willing to work with conference/ track/mini-track chairs to look into fast-tracking articles from key conference in to eSJ.

However, we will also continue to publish high-quality regular articles related to the broad theme of the journal. In this issue, we present three such research articles, two of which are focused on the area of adoption/intention to use.

The first research article by Lemuria Carter, Ludwig Christian Schaupp, and Megan McBride is titled, “The U.S. e-File Initiative: An Investigation of the Antecedents to Adoption from the Individual Taxpayers’ Perspective”. This study proposes a model of diffusion for the U.S. e-file initiative. The model integrates acceptance and personal factors in assessing intention to use e-filing. Their findings highlight various factors such as, social influence, trust of the government etc. that have an impact on the intention to use e-filing systems.

The second research article by Ben Ngugi, Marilyn Tremaine, and Arnold Kamis titled “Intention to Use Biometric Systems” combines factors from technology acceptance and biometric engineering literatures to create a model for biometric systems’ intention-to-use. Specifically, this research examines the role of new factors such as System Invasiness, System security, and System accuracy.

The third article by Afzaal Seyal and Mahbubur Rahim titled “Customer Satisfaction with Internet Banking in Brunei Darussalam: Evaluating the Role of Demographic Factors”, examines the demographic factors that are key predictors of customer satisfaction with internet banking systems in Brunei. Their results, set in a different cultural context than previous studies, provide further confirmation to some existing findings in the literature and, in some cases, provide some counter-intuitive results as well.