Towards the innovation of an integrated 'One-Stop-Shop' online services utility management: Exploring customer' technology acceptance

The revolutions in internet online service delivery have transformed the way that people interact with technology, resulting in an exponential growth in the number of online users. The various consumer characteristics and ways of providing services online have had a dramatic change on user acceptance and perceived value of technological innovation. Therefore, user perception is a vital issue in investigating user intentions in adopting online services. The scope of this paper is to examine the perceptions of adopters and non-adopters of online utility management, in terms of their experience towards existing service delivery approaches and their expectations of future innovations as regards perceived characteristics. The user perceptions contribute to defining an initial roadmap for exploring the evolution of 'utilities service management' on the Internet and their approaches to online service delivery. It highlights the general need for a value-added and integrated utilities service management solution as well as the specific demand of internet users for the integrated online delivery of utilities services to serve their particular interests. This paper discusses several traditional approaches in related fields of electronic service delivery and shows how the current situation demands a shift towards an integrated utilities service management solution that considers the interests of all stakeholders.