1154 Case Study Figure 12. Deployment view of EAS (a) Deployment view of all subsystems of EAS (b) Deployment view of the recognition subsystem of EAS 1155 Case Study PDLQ¿QGLQJVRIWKLVSURMHFWWKDWFRQFHUQWKHHI- fectiveness of SODI using SOA. The three systems being built for this project were each developed in similar fashion overall, using similar modeling strategies and development schedules. However, the main difference between these projects is the extent that Web services were used. The Role of Web Services Using Web services for the EAS project was EHQH¿FLDO EXW OHVV VR WKDQ IRU WKH 6 SURMHFW With the EAS project, Web services were used in a fashion similar to traditional middleware, whereas the 3S project used Web services in new and interesting ways: Some functions that do not have to be changed very often are designed as a class library. Only functions that may be changed very often and need to be shared are designed as :HE VHUYLFHV 7KH 326 SURMHFW DOVR EHQH¿WHG from the use of Web services. When building the EAS project, Web services were used for virtually all core functionality, on both the input and output side. In addition to the standard Windows forms classes and the Web services being used, a small class library was developed that contained a few helper classes. Since the main interface for EAS was written in Visual Basic (VB) .NET, and some client-side functionality was written in C#, this additional client-side functionality was stored in a class li- brary as a proxy. A class library is just a collection Figure 13. Deployment of 3S 1156 Case Study of classes and interfaces bundled together into a VLQJOH¿OH7KHXVHRIWKLVOLEUDU\ZDVPDLQO\IRU communicating with the Web service as a proxy and reusing existing code built in C# that would take too much time to convert to VB .NET. How- ever, for the most part, EAS was a true wrapper for various Web service methods. In relation to the EAS project, 3S used around 50% less Web service calls and 75% more func- tionality stored in class libraries. Since the 3S project was supposed to be used remotely, making long Web service calls frequently could have a VLJ QL ¿FD QWSH UIRUP DQFHL PSDF W, QVW HDG VRPHRI this prior Web service functionality was moved into a class library. Then, instead of using this class library on just the client side as in EAS, this new library was used by both the Web services and the Windows client. Using the class library in this fashion allowed the two main system com- ponents to share functionality without the worry RIYHUVLRQLQJFRQÀLFWVRUWKHQHHGWRPDQXDOO\ copy classes from project to project. In a vein similar to Web services that are useful for sharing application logic between different systems, class libraries can also be used similarly. For example, in the EAS project, scheduling components were built directly into classes in the application. In the 3S project, the scheduling components were built to be more general and were stored in the class library. If developers wanted to build an extension to EAS that used scheduling, they would have to copy the scheduling classes and manually rewrite DQGUHQDPHWKHPWR¿WLQWRWKHQHZSURMHFW%\ including the scheduling functions in a class li- EUDU\DOO\RXQHHGWRGRLVUHIHUHQFHWKHGOO¿OH DQGVWDUWGHYHORSLQJ7KLVLVYHU\HI¿FLHQWDQG a great way to increase productivity while Web services are being used as the main integration interfaces. The POS project relied on Web services for even less than the 3S project. Since the POS system is used heavily for input purposes, it is unlikely to be used from outside your local area QHWZRUNOHVVEHQH¿WLVJDLQHGIURPXVLQJ:HE services. However, Web services are still useful for logging in cashiers and authorizing them to use the POS system, and reporting on items sold and cashier activity. Without using a Web service, a rewrite of the EAS recognition system would be required. Since this functionality already ex- LVWVLQD:HEVHUYLFHRQO\PLQRUPRGL¿FDWLRQV QHHGWREHPDGHEHIRUHWKH¿QJHUSULQWLQJ:HE services are ready to be consumed in the POS application. Instead of depending on class librar- ies so much, the system interfaced directly with the SQL server being used as the data store by adopting a tightly coupled approach so as not to lose performance. This direct interface provided better transactional support then a series of Web services could provide and allowed the interface to react much more quickly to user input. Lessons Learned First of all, software developers and integrators can easily transition from object-oriented analysis and design to service-oriented analysis and design since the valuable experiences of the develop- ers in object-oriented architectures and design methodology are naturally streamlined with the service-oriented architecture and design meth- odology supporting loose couplings of software components. Both three-layered and multitier architectural patterns have been used to design and deploy object-oriented applications. The service-oriented architecture simply enhances the interoperability of some components that may be integrated with other remote components within organizations or across organizations by allowing standard interfaces and interaction protocols. Also, one of the design methods that have been adopted in object-oriented software developments, RUP, can be applied to service- oriented software developments with the revised 4+1 view. Secondly, SODI goes much smoother without having to rewrite the same code you had writ- ten before on previous projects. This is possible 1157 Case Study because the Web service technology brings a BIS in which software components can easily be integrated with others (they are loosely coupled through Web services). You could just change your external interface for each situation, and then convert data into the formats supported by the system’s Web services. SODI allows developers to separate the pre- sentation logic from the business logic in applica- tions. A Windows desktop application or a Web application is located on the platforms of service consumers. The Web services are deployed onto the Web service platforms of service producers. The presentation tier, a Windows desktop appli- cation or a Web application, interacts with Web services that are located at remote Web service platforms. The Web services interact with vari- ous business objects. Also, the Web service can interact with other Web services that located at other platforms recursively. Using Web services can explicitly represent the process view, which describes dynamic features of a software system. If only atomic services are used (like this project), the services are considered special classes, that is, interfaces. The objects of the interfaces are deployed onto a tier on which a Web service engine resides. Class and deployment diagrams are used to show the process view of the atomic services. If several atomic services can be composed to a composite service, the composite service can be described in an activity diagram to show the process view. FUTURE WORK :HEVHUYLFHVDOORZHGWKHYLVLRQRIÀH[LEOHLQWHU- faces to become reality rather than remain in the world of fantasy. The customization of business LQIRUPDWLRQV\VWHPVWRUHÀHFWWKHEUDQGRIDEXVL- QHVVZLOOEHRIJUHDWEHQH¿WWRDQ\RQHZKRUXQVD business. Web services hold strong promise in the future of business and the future of our daily lives as development on services progresses, taking us one step closer to a totally connected world. Future work on improving the SOA architec- ture can progress as soon as new technologies are in place. As semantic description languages for services become commonplace, people can start describing the services with meaningful semantic descriptions. Once service orchestration languages start becoming feasible to implement, RUFKHVWUDWLRQWRRONLWVFRXOGEHGHYHORSHGVSHFL¿- cally for SODI systems. The composition of Web services will bring more explicit process views to the 4+1 view, and the dynamics of the integrated system can be understood in terms of business SURFHVVZRUNÀRZ REFERENCES Alonso, G., Casati, F., Kuno, H., & Machiraju, V. (200 4). Web services concepts, architectures and applications. Springer Verlag. Association for Retail Technology Standards (ARTS). (2003). Data model. Retrieved from http://www.nrf-arts.org Booch, G., Rumbaugh, J., & Jacobson, I. (1999). 7KHXQL¿HGPRGHOLQJODQJXDJHXVHUJXLGH Ad- dison Wesley. Connolly, T., & Begg, C. (2005). Database systems: A practical approach to design, implementation, and management (4 th ed.). Addison-Wesley. Coulouris, G., Dollimore, J., & Kindberg, T. (2002). Distributed systems: Concepts and design. Addison Wesley. Erl, T. (2004). Service-oriented architecture: A ¿HOGJXLGHWRLQWHJUDWLQJ;0/DQG:HEVHUYLFHV Upper Saddle River, NJ: Prentice Hall Professional Technical Reference. IBM. (2006a). 5DWLRQDOXQL¿HGSURFHVV583 Retrieved from http://www-306.ibm.com/soft- ware/awdtools/rup/index.html 1158 Case Study IBM. (2006b). Web services policy framework (WS-Policy). Retrieved from http://www-128. LEPFRPGHYHORSHUZRUNVOLEUDU\VSHFL¿FDWLRQ ws-polfram/ Jacobson, I., Booch, G., & Rumbaugh. J. (n.d.). 7KHXQL¿HGVRIWZDUHGHYHORSPHQWSURFHVV Ad- dison Wesley. Kerner, L. (2000). Biometrics and time & at- tendance. 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Retrieved from http://www.oasis-open.org/committees/tc_cat. php?cat=security World Wide Web Consortium Extensible Markup L a n g u a ge ( W 3C X M L) P r o t o c o l Wo r k i n g G ro u p . (2006). Simple object access protocol (SIAP). Retrieved from http://www.w3.org/2000/xp/ Group/ World Wide Web Consortium (W3C) Semantic Web Services Interest Group. (2006a). Semantic Web services framework (SWSF). Retrieved from http://www.w3.org/Submission/2004/07/ World Wide Web Consortium (W3C) Semantic Web Services Interest Group. (2006b). Web on- tology language for services (OWL-S). Retrieved from http://www.w3.org/Submission/2004/07/ World Wide Web Consortium (W3C) Semantic Web Services Interest Group. (2006c). Web ser- vices modeling ontology (WSMO). Retrieved from http://www.w3.org/Submission/2005/06/ World Wide Web Consortium (W3C) Semantic Web Services Interest Group. (2006d). Web services semantic (WSDL-S). Retrieved from http://www.w3.org/Submission/2005/10/ World Wide Web Consortium (W3C) Web Ser- vices Addressing Working Group. (n.d.). Web services addressing (WS-Addressing). Retrieved from http://www.w3.org/Submission/ws-address- ing/ World Wide Web Consortium (W3C) Web Ser- vices Description Working Group. (2006). Web services description language (WSDL). Retrieved from http://www.w3.org/2002/ws/desc/ This work was previously published in Enterprise Architecture and Integration: Methods, Implementation and Technologies, edited by W. Lam and V. Shankararaman, pp. 292-305, copyright 2007 by Information Science Reference (an imprint of IGI Global). 1159 Copyright © 2009, IGI Global, distributing in print or electronic forms without written permission of IGI Global is prohibited. Chapter 4.12 Adoption of Internet Technology by the Banking Industry in Oman: A Study Informed by the Australian Experience Salim Al-Hajri Higher College of Technology, Oman Arthur Tatnall Victoria University, Australia ABSTRACT The banking industry in Oman is of major im- portance to Oman’s economy, yet Omani banks continue to conduct most of their transactions using traditional methods. A strong banking LQGXVWU\VLJQL¿FDQWO\VXSSRUWVHFRQRPLFGHYHO- RSPHQWWKURXJKHI¿FLHQW¿QDQFLDOVHUYLFHVDQG their role in trying to achieve the objectives out- lined by the Sultan of Oman will depend heavily on the industry’s capabilities. Omni banks will need to introduce change at both procedural and informational levels that includes moving from traditional distribution channel banking to elec- tronic channel banking. This paper addresses the question: What are the enablers and the inhibitors of Internet technology adoption in the Omani banking industry compared with those in the Australian banking industry? The paper does not attempt a direct comparison of the banking industries in these two very different countries, but rather presents a discussion of Internet tech- nology adoption in Oman, informed by the more mature Australian experience. INTRODUCTION In developed countries such as Australia, Internet technologies have been embraced by the bank- 1160 Adoption of Internet Technology by the Banking Industry in Oman ing industry and, for several years, banks have pursued strategies to encourage their clients to engage in Internet banking. In an article relating to online banking portals, Ayadi (2007) notes the diversity of competitive, technical, and strategic challenges faced by banks on the Internet. In GHYHORSLQJFRXQWULHV¿QDQFLDOLQVWLWXWLRQVKDYH been less inclined to adopt Internet technology DQGWKHUHE\FDSLWDOL]HRQWKHEHQH¿WVRIVLPSOLF- ity, convenience, and usefulness claimed to be associated with its implementation. Oman is an example of a developing country committed to economic growth but with a banking industry that is yet to embrace Internet technology. Traditionally, Oman has been heavily reliant on oil as its main income source. Fluctuations in world oil prices, however, can leave the country exposed to commodity price risk and during the 1990s Oman began to diversify its income sources. His Majesty, the Sultan of Oman, summarized his vision for Oman’s economy as follows: The government has made major efforts in recent years to achieve comprehensive develop- PHQWLQDOO¿HOGV1RZWKDWLWKDVVXFFHHGHGZLWK the help of God, in moving the country from a traditional economy to a modern developed one, our future plan will be based on the balanced management of income and expenditure and the preservation of that balance so that Oman’s present high prestige in the economic sphere, will be preserved. Therefore, the duty of the private sector in playing an active role in the development of economic process and in the achievement of national goals by taking appropriate initiatives, as is the case in all developed countries, is of great importance (Qaboos bin Said’s speech, June 2, 1995, reported in Oman Ministry of Develop- ment, 1996). Since the development of the Omani banking industry in 1948, all banks have relied heavily on traditional distribution channels for banking services. However, in 1997, the Oman telecommu- nication company, Omantel, introduced Internet services to home and business users. According to the statistics provided by Omantel (2002) in their annual report, the number of Internet technology users had reached 12,348 in 1998, 1 year after of its introduction. By 2002 Omantel reported that the number of Internet users had reached 48,000, making up around 2% of the general population. Indeed, Internet technology infrastructure has grown steadily over the years but has only had a moderate effect on the Omani economy. The Omani banking industry has been very slow and cautious in moving from traditional distribution channel banking services to electronic distribution channel banking services (Al-Hajri, 2005). Paradoxically, the growing number of users of Internet technology in the Omani economy has not yet motivated the Omani banking industry to adopt Internet technology the way the Australian banking industry has done. The Market Intelli- gence Strategy Centre (MISC, 2002) reported that in 2002 there were six million Internet banking users in the Australian banking industry, reinforc- ing the observation that Internet technology is far more developed in the Australia than in Oman. Other analysts (Wright & Ralston, 2002) expect Internet technology to grow substantially in the Australian banking industry, which means that the Omani banks will be left lagging further behind global competitive markets. In every country the banking industry is im- portant, as a strong banking industry can have a VLJQL¿FDQWDIIHFWLQVXSSRUWLQJHFRQRPLFGHYHO- RSPHQW WKURXJK HI¿FLHQW ¿QDQFLDO VHUYLFHV ,Q Oman the role of the banking industry in trying to achieve the objectives outlined by the Sultan depends heavily on the industry’s capabilities and banks need to introduce change, both at the procedural level and at the informational level. This change includes moving from traditional distribution channel banking to electronic dis- tribution channel banking. Given the prevalence of Internet technology adoption by the banking industry in developed countries, reasons for the lack of such innovation in developing countries such as Oman are of considerable importance. 1161 Adoption of Internet Technology by the Banking Industry in Oman There are, of course, huge cultural differences between Oman and Australia and a direct compari- son of the two is not the intent of this article. The backgrounds, economics, societies, and indeed the very way of life in the two countries are all very different. Australian banks have already largely adopted Internet technologies while Omani banks are just beginning to do so. The goal of this article is to discuss adoption of Internet technology in the banking industry in Oman, with reference to the Australian experience in order to identify possible ways forward. This article will thus ad- dress the question of determining inhibitors and enablers to the adoption of Internet technology in the banking industry in Oman, and inform the Oman experience by the more mature Australian experience. TECHNOLOGY ADOPTION AND DEVELOPING COUNTRIES Internet technology has played a major role in economic development in developed countries (Ghosh, 1998; Kalakota & Whinston, 1997; Rais- inghani, 2000), but less so in developing countries and economies. A good deal has been written about adoption of new technologies and techniques in agriculture in developing countries (e.g., Lee, 2005; Michelsen & Hartwich, 2004; Paarlberg, 2003), but not so much has been recently written on adoption of other technologies. Montealegre (1999) describes a study of Inter- net adoption in four Latin American countries in which he notes a gradual but progressive course of institutional adoption actions including knowl- edge building, subsidy, knowledge deployment, innovation directive, and standard setting. Bas- ant, Commander, Harrison and Menezes-Filho (2006) report on the determinants of information and communication technology (ICT) adoption and its impact on performance on manufactur- LQJ¿UPVLQ%UD]LODQG,QGLD7KH\VXJJHVWWKDW ZKLOH%UD]LOLDQ¿UPVRQDYHUDJHXVH,&7PRUH intensively than their Indian counterparts, in both countries ICT intensity is strongly related to size, ownership structure, share of administrative workers, and education. Rajapakse and Seddon (2007) explore the adoption of ERP software in Asia using Hofstede’s dimensions of national cultures and conclude that contrasting dimensions of the cultural practices embedded in ERP soft- ware are a barrier to adoption. Molla and Licker (2005) report that their studies of e-commerce LQGHYHORSLQJFRXQWULHVHPSKDVL]HWKHLQÀXHQFH of contextual impediments including economic, WHFKQRORJLFDOOHJDODQG¿QDQFLDOLQIUDVWUXFWXUH as major determinants of adoption. Talukdar, Sudhir and Ainslie (2006) investigate new product diffusion across products and countries, and note that diffusion is much slower in developing than developed countries. THEORETICAL FRAMEWORK ,WKDVEHHQVXJJHVWHGWKDW³«H[SODLQLQJKXPDQ EHKDYLRULQDOOLWVFRPSOH[LW\LVDGLI¿FXOWWDVN´ (Ajzen, 1991). Further, to this we will argue that the main complexity in understanding Internet technology adoption behavior, or that lack of it, within the context of the banking industry in Oman (a non-adopter) and Australia (an adopter) is that this involves people such as bank managers and customers, and people behave in different ways. In deriving a framework for this study, four existing research frameworks were considered: the theory of reasoned action (TRA), the theory of planned behavior (TPB), the technology acceptance model (TAM), and diffusion of innovations. The Theory of Reasoned Action (TRA) Fishbein and Ajzen (1975) originally developed the theory of reasoned action in 1975, before ODWHUFRPSUHKHQVLYHO\UH¿QLQJLWZLWKHPSLULFDO evidence to support its validity and reliability 1162 Adoption of Internet Technology by the Banking Industry in Oman (Ajzen & Fishbein, 1980). In developing their theory, they integrated various studies on at- titude from social psychology with the aim of developing an integrated conceptual framework to predict and explain an individual’s behavior in a general situational setting. In sum, their study focused on three major determinants of an individual’s behavior: behavioral intention, attitude, and subjective norm. They illustrated their model using these three major variables in a hierarchical sequence to facilitate understanding. In summary they postulated that: 1. An individual’s behavioral intention is the immediate determinant of behavior. 2. His/her attitude and subjective norm are mediated through behavioral intention. 3. His/her behavioral and normative beliefs are mediated through attitude and subjective norm respectively. In predicting and explaining behavior, TRA KDVEHHQDSSOLHGLQYDULRXV¿HOGVLQFOXGLQJFRQ- sumer behavior (Engel, Blackwell, & Miniard, 1995; Taylor & Todd, 1997; Thomson, Haziris, & Alekos, 1994), moral behavior (Vallerand, Pelletier, Deshaies, Cuerrier, & Mongeau, 1992), ethical/unethical behavior (Chang, 1998; Gibson & Frakes, 1997; Loch & Conger, 1996), environmental behavior (Goldenhar & Connell, 1993), coupon usage behavior (Bagozzi, Davis, & Warshaw, 1992; Shimp & Kavas, 1984), fast food consumption behavior (Bagozzi, Wong, Abe, & Bergami, 2000), adoption of strategic informa- tion systems (IS) behavior (Mykytyn & Harison, 1993), system investment decision behavior (Clark & Soliman, 1999), information technology (IT) adoption behavior (Karahanna, Straub, & Cher- veny, 1999), and Internet use behavior (Bobbitt & Dabholkar, 2001). Although TRA has gained wide acceptance in the behavioral sciences and the IS literature due to its well integrated paradigm, the likelihood WKDWDSHUVRQZLOODFWXDOO\SHUIRUPWKHVSHFL¿F behavior described has been questioned by many researchers (e.g., Warshaw & Davis, 1985; Davis, Bagozzi, & Warshaw, 1989). For example, in a situation where there is a gap between behavioral intention and actual behavior, some studies have found a low correlation between behavioral these %RQ¿HOG+DUUHOO%HQQHWW The Theory of Planned Behavior (TPB) After identifying problems with TRA, Ajzen FDPHXSZLWKDPRGL¿FDWLRQWKH theory of planned behavior (TPB). His main criticisms of TRA were that it was designed to predict and ex- plain behavior, or actions, based on the assumption that the behavior was under a person’s volitional control. He argues, however, that some behavior that is not under a person’s volitional control might be problematic due to the differences in individuals’ abilities and in external forces. This PD\KDYHDQLQÀXHQFHRQDFWXDOSHUIRUPDQFHRI the behavior and, therefore, consideration should be given to the concept of behavioral control to overcome these volitional control problems. To achieve this, Ajzen extended the theory of rea- soned action by adding another construct called perceived behavioral control, which refers to an LQGLYLGXDO¶VSHUFHSWLRQRIWKH³«SUHVHQFHRU absence of requisite resources and opportunities” (Ajzen & Madden, 1986) required to perform the VSHFL¿FEHKDYLRU Like the theory of reasoned action, the theory of planned behavior assumes that behavioral intention is a function of two determinants: the individual’s attitude towards the behavior and the subjective norm within the social environment. Ajzen (1991) argues, however, that the inclusion of perceived behavioral control is important, and provided two rationales for this: it is expected that perceived behavioral control will increase the likelihood of success in performing the behavior, and it is expected that it will provide a measure of actual control. Its validity as a measure to predict 1163 Adoption of Internet Technology by the Banking Industry in Oman the likelihood of achieving the target behavior will depend on the individual’s capability (e.g., having the requisite opportunities and resources) W R H[H U F LV H F RQ W U RO RYH U W K HV S H FL ¿F EHK DY L RU 7 K L V means that a person who believes that they have the resources and opportunities expects fewer SUREOHPVLQSHUIRUPLQJWKHVSHFL¿FEHKDYLRUDQG hence perceives that they have complete control RYHUWKHVSHFL¿FEHKDYLRU Ajzen (1991) reviewed several studies employ- ing TPB and found support for it, more evidence also being found in various situational settings. These studies include: task performance (Locke, Fredrick, Lee, & Bobko, 1984), attending class and weight loss (Shifter & Ajzen, 1985), obtain- ing grades (Ajzen & Madden, 1986), investment decisions (East, 1993), consumer behavior (Sparks & Shepherd, 1992), dishonest behavior (Beck & Ajzen, 1991), ethical behavior (Kurland, 1995; Randall & Gibson, 1991), leisure activities (Ajzen & Driver, 1992), executives’ adoption of IT in small business (Harrison, Mykytyn, & Riemen- schneider, 1997), adoption of virtual banking (Liao, Shao, Wang, & Chen, 1999), learning to use the Internet (Klobas & Clyde, 2000), and Internet purchases (George, 2002). However, /LDR HW DO GLG QRW ¿QG VXSSRUW IRU WKH theory of planned behavior and research studies by Randall and Gibson (1991), Beck and Aizen (1991) and Kurland (1995) found only weak sup- port. These studies thus show rather mixed and confusing results. Technology Acceptance Model (TAM) The technology acceptance model (TAM) is a WKHRUHWLFDO PRGHO WKDW HYDOXDWHV ³« WKH HIIHFW of system characteristics on user acceptance of computer-based information systems” (Davis, 1986). In a similar fashion to the theory of rea- soned action, TAM assumes that a computer user is generally quite rational and uses information in a systematic manner to decide whether to use, or not to use this technology in the workplace. The main goal of TAM was: … to provide an explanation of the determinants of computer acceptance that is general, and ca- pable of explaining user behavior across a broad range of end-user computing technologies and user populations, while at the same time being ERWK SDUVLPRQLRXV DQG WKHRUHWLFDOO\ MXVWL¿HG (Davis et al., 1989) ,QDWWHPSWLQJWRI XO¿OOWKLVDLP'DYLV¶ conceptual framework proposed that a user’s mo- tivational factors are related to actual technology usage and hence, act as a bridge between technol- ogy design (e.g., system features and capabilities) and actual technology usage. This means that information obtained from the prediction of actual usage at the early stage will guide designers and implementers to enhance the chance of imple- menting technology successfully or even avoid the risk of failure. In the conceptual framework Davis (1986) assumes that stimulus variables (e.g., system features and capabilities) trigger organism factors (e.g., user motivation to use the technology) and in turn, users respond by actu- DOO\XVLQJWKHWHFKQRORJ\'DYLVLGHQWL¿HGWKUHH major determinants of technology acceptance (or adoption) suggested by previous research stud- ies that relate to cognition and effectiveness. He began with the theory of reasoned action (Ajzen & Fishbein, 1980; Fishbein & Ajzen, 1975) and adapted this as a basis for causal links between perceived usefulness, perceived ease of use, at- titude toward using technology, and behavioral intention to explain technology adoption. %HQH¿WVFODLPHGIRUWKHXVHRI7$0DUHWZR- fold: (1) it provides IS designers with information about how and where to modify design to enhance IS a cce pt ance and (2) it prov ides IS impleme nt ers with information about how and where to manage IS implementation. . innovation directive, and standard setting. Bas- ant, Commander, Harrison and Menezes-Filho (2006) report on the determinants of information and communication technology (ICT) adoption and its impact. attitude and subjective norm are mediated through behavioral intention. 3. His/her behavioral and normative beliefs are mediated through attitude and subjective norm respectively. In predicting and. Clyde, 2000), and Internet purchases (George, 2002). However, /LDR HW DO GLG QRW ¿QG VXSSRUW IRU WKH theory of planned behavior and research studies by Randall and Gibson (1991),