How did COVID impact user perceptions and web services adoption? An empirical study across multiple web services.

Abstract

This paper proposes a model for web services adoption using pre-COVID user perception data across five business-oriented web service categories. The model was then tested on post-COVID user perceptions. We identify six significant factors, in a structural model that fits certain web service categories well and needs adaption for others. The pre-COVID and post-COVID data sets were found to be statistically distinct. The underlying factors mostly held true, but the model had significant variations. Although this paper looks at one aspect of adoption, it provides directions on post-COVID expectations for changes in technology adoption. The results contribute to academic research in this area and are of practical relevance to technology providers.