Use IT again? Dynamic roles of habit, intention and their interaction on continued system use by individuals in utilitarian, volitional contexts.

This paper employs a longitudinal perspective to examine continued system use (CSU) by individuals in utilitarian, volitional contexts when alternative systems are present . We focus on two key behavioural antecedents of CSU - habit and continuance intention - and theorise how the relationships between CSU and these antecedents evolve over time. In addition, we hypothesise how the interaction effect of habit and intention on CSU evolves temporally. Our theorising differs from extant literature in two important respects: 1) In contrast to the widespread acceptance of the diminishing effect of continuance intention on CSU in the information systems (IS) literature, we hypothesise that in our context, its impact increases with time; and 2) In contrast to the negative moderation effect of habit on the relationship between intention and CSU proposed in the literature, we posit a positive interaction effect. We collect longitudinal survey data on the use of a higher education IS from students in a European university. Our results suggest that the impact of continuance intention on CSU as well as the interaction effect between habit and intention are increasing over time. We further introduce a methodological innovation - the permutation approach to conduct the multi-group analysis with repeated measures - to the literature.

Examining the potential of information technology to improve public insurance application processes: enrollee assessments from a concurrent mixed method analysis.

OBJECTIVE: To assess the perceived readiness of Medicaid and Children's Health Insurance Program (CHIP) enrollees to use information technologies (IT) in order to facilitate improvements in the application processes for these public insurance programs. METHODS: We conducted a concurrent mixed method study of Medicaid and CHIP enrollees in a southern state. We conducted focus groups to identify enrollee concerns regarding the current application process and their IT proficiency. Additionally, we surveyed beneficiaries via telephone about their access to and use of the Internet, and willingness to adopt IT-enabled processes. 2013 households completed the survey. We used χ(2) analysis for comparisons across different groups of respondents. RESULTS: A majority of enrollees will embrace IT-enabled enrollment, but a small yet significant group continues to lack access to facilitating technologies. Moreover, a segment of beneficiaries in the two programs continues to place a high value on personal interactions with program caseworkers. DISCUSSION: IT holds the promise of improving efficiency and reducing barriers for enrollees, but state and federal agencies managing public insurance programs need to ensure access to traditional processes and make caseworkers available to those who require and value such assistance, even after implementing IT-enabled processes. CONCLUSIONS: The use of IT-enabled processes is essential for effectively managing eligibility and enrollment determinations for public programs and private plans offered through state or federally operated exchanges. However, state and federal officials should be cognizant of the technological readiness of recipients and provide offline help to ensure broad participation in the insurance market.