Predicting electronic service continuance with a decomposed theory of planned behaviour

Previous research suggests that an eventual information technology (IT) success depends on both its initial adoption (acceptance) and subsequent continued usage (continuance). Theory of planned behaviour (TPB) has been successfully used to predict users' acceptance of IT. Yet, this theory has not been applied to the context of continuance of IT. This paper examines post-adoption cognitive beliefs and factors influencing one's intention to continue using (continuance) electronic services (e-services). Decomposed theory of planned behaviour (DTPB) is adapted from social psychology and integrated with theoretical and empirical findings from prior information systems (IS) usage research to theorize a model of e-service continuance. Specifically, the research model decomposes the perceived behavioural control components of TPB into Internet self-efficacy and perceived controllability, the subjective norm component into social influences and interpersonal influence, and the attitude component into perceived usefulness, perceived playfulness, and perceived risk. Nine research hypotheses derived from this model are empirically validated using a field survey of Web-based tax filing service users. The results suggest that users' continuance intention is determined by Internet self-efficacy and satisfaction. Satisfaction, in turn, is jointly determined by interpersonal influence, perceived usefulness, and perceived playfulness.     

Understanding determinants of information systems users’ behaviour: a comparison of two models in the context of integrated accounting and budgeting software

This study examines determinants that affect the behaviour of information systems (IS) users, and influence of the users’ decisions to continue using IS by two models: the technology acceptance model (TAM) and the expectation-confirmation model of IS continuance (ECM-IS). The behaviour of professionals who utilise complex software solutions for performing their working tasks has been in the focus of this research. Based on data gathered from questionnaires filled-out by users of the integrated accounting and budgeting software (IABS), the confirmatory factor analysis has shown that both models demonstrate good factor, convergence and discriminatory validity, respectively. The comparison of the obtained results has been performed, and it shows that ECM-IS has a larger explanatory power (R²) over TAM, explaining 49% of the dependent variable (IS continuance intention) in relation to 29%. The IS continuance intention is determined by the users’ satisfaction and perceived usefulness. The user satisfaction is influenced by perceived usefulness and confirmation. The confirmation of the user's expectations has had a positive influence on perceived usefulness. The perceived ease of use has not exerted a significant influence on the user's intention of IS continuance.     

Understanding e-learning continuance intention: An extension of the Technology Acceptance Model

Based on the expectancy disconfirmation theory, this study proposes a decomposed technology acceptance model in the context of an e-learning service. In the proposed model, the perceived performance component is decomposed into perceived quality and perceived usability. A sample of 172 respondents took part in this study. The results suggest that users’ continuance intention is determined by satisfaction, which in turn is jointly determined by perceived usefulness, information quality, confirmation, service quality, system quality, perceived ease of use and cognitive absorption.     

Influence of Expectation Confirmation,Network Externalities,and Flow on Use of Mobile Shopping Apps

ABSTRACT

The purpose of the current research is to examine the influence of expectation confirmation, network externalities, and flow on word-of-mouth intention and continued use of mobile shopping apps. A structured online survey questionnaire is used to collect data from 363 users of mobile shopping apps. Structural equation modeling is used to analyze the research model. The findings reveal that indirect network externalities, i.e., perceived complementarity, influence perceived usefulness of the mobile shopping app. Users’ confirmation of expectations significantly influences perceived usefulness, satisfaction, and continuance intention to use mobile apps. Satisfaction is found to be a significant predictor of continuance intention and word-of-mouth intention. Flow influences satisfaction of users, perceived usefulness, and continuance intention. Word-of-mouth intention is found to be an important post-adoption behavioral outcome. The results provide valuable theoretical insights for academics and managerial implications for providers of mobile shopping apps.     

An empirical examination of users' post-adoption behaviour of mobile services

Extant research has focused on the initial adoption and usage of mobile services and paid little attention to the post-adoption and continuance usage. However, unless users continue using mobile services, service providers cannot achieve success. Drawing upon the expectation confirmation theory, this research develops a mobile post-adoption model. The post-adoption behaviour includes three variables: continuance intention, recommendation and complaint. We conducted data analysis with partial least squares. The results indicated that expectation confirmation, perceived ease of use, perceived usefulness and usage cost significantly affect users' satisfaction, further determining their post-adoption behaviour. In addition, perceived usefulness has a direct effect on the continuance intention.     

Why do teachers continue to use teaching blogs? The roles of perceived voluntariness and habit

The importance of teaching blogs motivates schools to adopt them. The value realized from these teaching blogs depends on teachers' ongoing participation and contribution, but limited research explains why teachers continue to use teaching blogs after their initial adoption. To promote teachers' continued usage of teaching blogs, it is important to know the underlying reasons. This study extended Bhattacherjee's expectation–confirmation model by adding two moderating effects (perceived voluntariness and habit) on the intention–usage relationship. Longitudinal data were collected from a survey questionnaire completed by 195 Taiwanese senior and vocational school teachers. The partial least squares model was used to test the measurement and structural models. The results indicate that confirmation has a direct effect on perceived usefulness, while satisfaction is jointly determined by perceived usefulness and confirmation. The continuance intention of teaching blogs is jointly determined by satisfaction and perceived usefulness, with 34% variance explained. The continued usage of teaching blogs is jointly determined by perceived voluntariness and habit, with 42% variance explained. The results also show that a higher level of perceived voluntariness for teaching blogs increases the effect of continuance intention on continued usage. However, habit does not moderate the intention–usage relationship. The implications for theory and practice, as well as suggestions for future research, are also discussed.     

Factors influencing continuance intention to use social network sites: The Facebook case

Social networking sites (SNS) have become one of the most popular means of online social interaction. However, few studies have examined SNS from the context of post-adoption. This study focuses on continuance usage intention toward Facebook, a popular SNS, among university students in the United Arab Emirates. We have extended the expectation–confirmation model by investigating the influence of enjoyment and subjective norms as critical factors that directly influence continuance usage intention, and added habit as a mediator between satisfaction and continuance intention. We used structural equation modeling to validate the proposed model and hypotheses. We find that perceived usefulness, satisfaction, habit, enjoyment, and subjective norms explain 54.8% of the variance in continuance intention. Furthermore, our study shows that the effect of satisfaction on continuance intention is both direct and mediated by habit. Thus, practitioners should focus on all of these factors to encourage continuance usage intention in their site’s users.     

Assessing the impact of enterprise systems technological characteristics on user continuance behavior: An empirical study in China

Enterprise systems (ES) have changed the way organizations process their information, yet limited research has been conducted to investigate users’ post-adoption perceptions of these sophisticated technologies. Drawing on the IS-continuance theory and the IS success model, this research attempts to fill this gap in the literature by examining the influence of technological characteristics of ES, represented by information and system quality, on users’ satisfaction and perceived usefulness, which in turn, affect continuance intention of ES. Furthermore, this study proposes that both satisfaction and continuance intention influence continuance behavior. A research model was developed and empirically examined with data collected from 275 users of ES in China.     

The role of perceived social capital and flow experience in building users’ continuance intention to social networking sites in China

The long-term development of social networking sites (SNSs) relies on their users’ continuance of use. This paper tested the role of perceived social capital and flow experience in driving users to continue using SNSs based on the expectation–confirmation model of information systems continuance. Using data from online surveys of social networking sites users in China, the proposed model was tested by using the Partial Least Squares (PLSs) technique. The results show that perceived bridging and bonding social capital have different role in building users’ satisfaction and continuance intention: perceived bridging social capital has remarkable influence on users’ satisfaction and continuance intention, but perceived bonding social capital has none. Flow experience has influence on users’ satisfaction but none on continuance intention. In addition, gender has impact on users’ continuance intention.     

Understanding Continuance Intention of Mobile Payment Services: An Empirical Study

Research on continued use of mobile payment services is scarce. To address part of this research gap, we examine a research model, derived from IT continuance, risk-trust, and affect-cognition literature. The results show that user satisfaction with mobile payment services has a substantive positive impact on continuance intention with such services; the disconfirmation of preadoption perceived usefulness about mobile payment services positively impacts user satisfaction and postadoption perceived usefulness; the disconfirmation of preadoption perceived risk about mobile payment services negatively impacts user satisfaction and positively impacts postadoption perceived risk; postadoption perceived usefulness is positively associated with continuance intention; user satisfaction positively impacts both institution-based trust in mobile payment technologies and trust beliefs in service providers; institution-based trust shows a positive impact on postadoption perceived usefulness and a negative impact on postadoption perceived risk.     

Integrating perceived playfulness into expectation-confirmation model for web portal context

This paper investigated the value of including “playfulness” in expectation-confirmation theory (ECT) when studying continued use of a web site. Original models examined cognitive beliefs and effects that influence a person’s intention to continue to use an information system. Here, an extended ECT model (with an additional relationship between perceived playfulness and satisfaction) was shown to provide a better fit than a simple path from perceived usefulness to satisfaction. The results indicated that perceived playfulness, confirmation to satisfaction, and perceived usefulness all contributed significantly to the users’ intent to reuse a web site. Thus, we believe that the extended ECT model is an appropriate tool for the study of web site effects.     

Continuance intention of blog users: the impact of perceived enjoyment,habit, user involvement and blogging time

The purpose of this study is to understand factors that affect continuance intention of a popular hedonic information system, blogs. The expectation-confirmation theory (ECT) is adapted with perceived enjoyment, habit and user involvement. Data was collected via an online survey. A total of 430 valid responses were collected. The research model was assessed by structural equation modelling (SEM). The results show that continuance intention of blog use was predicted collectively by user involvement, satisfaction and perceived enjoyment. Habit, however, exhibited no strong relationship with satisfaction and use intention. Users' satisfaction with blog use was predicted primarily by perceived enjoyment, followed by users' confirmation of expectation and user involvement. Perceived enjoyment was predicted by users' involvement and users' confirmation of expectation. Blogging time significantly moderates the effect of habit on perceived enjoyment, but not on satisfaction and continuance intention. The integrated model explains 65% of the satisfaction and 57% of continuance intention. The results suggest that integrating perceived enjoyment and user involvement into the ECT provides better insights into continuous use in the blog context.     

Influencing factors of mobile instant messaging applications between single- and multi- platform use cases

The purpose of this study is to investigate the factors that influence the usage intention for different instant messaging application platforms. This study targeted the widespread instant messaging software LINE, for which a survey of 485 valid respondents was conducted in Taiwan. Statistical and model structure analyses were applied to validate the hypotheses proposed in this study. We examined the differences between single- and multi-platform use cases in terms of the relationship between consumer value and behavioral intention. The results show that perceived interactivity, perceived playfulness, and perceived usefulness have significant effects on the continued usage and recommendation intentions of users in a single-platform use case. However, perceived interactivity and perceived playfulness did not have significant effects in multi-platform use cases. The findings of this study provide a new perspective for investigating the intention to continue using a multiplatform application. The results will benefit subsequent studies in this area and provide guidance for the development of instant messaging and other social media applications.     

Understanding consumers’ continuance intention towards mobile advertising: a theoretical framework and empirical study

While issues regarding mobile advertising have captured the interest and attention of both practitioners and academics, in practice success stories are rare. An understanding of the continuance intention to use such services can provide insights into failed mobile marketing campaigns, and help to improve the implementation of future ones. Therefore, it is important to examine the underlying drivers of loyalty with regard to mobile advertising. This study uses the expectation–confirmation model in conjunction with the perspectives of value and trust to derive an integrated model to better understand the motivations behind consumers’ continued use of mobile advertising. We conducted an empirical study consisting of an online survey of 508 consumers who had experience with mobile advertising. The results show that perceived value, perceived usefulness, and satisfaction all directly influence continuance intention. Furthermore, consumer satisfaction has a crucial intervening role in the relationships that perceived value, perceived usefulness, and confirmation have with continuance intention. The theoretical and practical implications of the findings are discussed. One key limitation of this research is that the majority of respondents were students, although this group is the chief user of mobile advertising. Future research could be extended to consider other drivers of loyalty in this context, such as cultural differences and personal behavioural characteristics.     

Understanding post-adoption behaviors of e-service users in the context of online travel services

We developed a model to investigate the factors influencing two different post-adoption behaviors of e-service users based on the Post-Acceptance Model of IS Continuance (IS continuance model): (1) continuance intention to use e-services; and (2) Word of Mouth (WOM) behavior. We tested the research model using a survey of 543 usable responses in China. Our findings show that satisfaction and perceived usefulness positively affect continuance intention, which, together with perceived usefulness, positively influences the WOM behavior. The two different post-adoption behaviors of e-service users, continuance intention and WOM, are closely related. Implications for theory and practice are also discussed.     

Determinants of students’ continuance intention to use blogs to learn: an empirical investigation

This study examines factors influencing students’ continuance intention to use blogs to learn in an undergraduate-level course. The research uses constructs from relevant theoretical frameworks, including the technology acceptance model, social cognitive theory, innovation diffusion theory, and expectation–confirmation model. A survey administered to 108 university students in a Canadian university was analysed using the partial least squares technique. The results show that perceived usefulness and perceived compatibility have positive effects on students’ attitudes towards blog use; perceived ease of use did not. Perceived compatibility, perceived self-efficacy, and perceived support for enhancing social ties with blogs have significant effects on the positive impacts of learning with such tools. Attitude and positive impacts of learning with blogs influence satisfaction with blog use. Both attitude and satisfaction are determinants of students’ continuance intention to use blogs to learn. Satisfaction with blog use is the main predictor of continued use intention.     

The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators

The purposes of this study are to examine whether perceived playfulness and perceived flow would mediate the relationships among website quality, customer satisfaction, and purchase intention, as well as to assess the degree of reciprocity between perceived playfulness and perceived flow in an online travel agency context. This study suggested a research framework for testing the relationships among the constructs based on the stimulus-organism-response framework. In addition, this study developed a non-recursive model. After validating the measurement scales, empirical analyses were conducted using structural equation modelling. The findings confirm that website quality affects customers’ perceived playfulness and perceived flow, and in turn, would influence their satisfaction and purchase intention. Notably, this study finds that the service quality is more important than information and system quality in influencing customer satisfaction and purchase intention. Furthermore, the study reveals that the relationship between perceived playfulness and perceived flow is reciprocal. Based on the findings, the implications are discussed in the paper and directions for future research are also highlighted.     

Understanding e-learning continuance intention in the workplace: A self-determination theory perspective

Based on self-determination theory (SDT), this study proposed an extended Technology Acceptance Model (TAM) in the context of e-learning service. In the proposed model perceived usefulness, perceived playfulness and perceived ease of use are predicted to be influenced by perceived autonomy support, perceived competence and perceived relatedness. Although TAM has received fairly extensive attention in prior research, this study is one of the first to examine the effects of motivational factors affecting TAM constructs. The results show that applying SDT to e-learning in a work setting can be useful for predicting continuance intention.     

The effect of communication and social motives on E-government services through social media groups

ABSTRACT

E-government on social media has received much attention lately. Despite a recent call for further research into social interaction and communication aspects of e-government on social media, there is still limited empirical evidence regarding why individuals participate in the social aspect of e-government services and how that relates to their expectations and satisfactions. The present work addresses this gap by extending the Expectation-Confirmation Theory (ECT) to study communication and social interactions in government Facebook groups. The results show that communication quality and responsiveness are two key elements that contribute to the perceived level of usefulness. These two variables together with social interaction had a statistically significant effect on the overall confirmation of expectations. Perceived usefulness and satisfaction predict continuance use intention of e-government social networking services with satisfaction influencing such intention more than perceived usefulness. Further multi-group analyses show that generational difference and usage frequency moderates the relationships of the extended model. Managerial implications are provided.     

A cross-country analysis of the determinants of customer recommendation intentions for over-the-top (OTT) platforms

Using data from India and the USA, this research expands the expectation–confirmation model (ECM) to include constructs like neutral confirmation, customer-to-customer (C2C) interactions and perceived content quality as antecedents to perceived enjoyment, perceived usefulness, user satisfaction, continuance, and recommendation intentions. Across both countries, except for the influence of C2C interactions on perceived enjoyment and of perceived usefulness on recommendation intentions, the remaining hypotheses are supported. There are cross-country differences in the magnitude of the paths from neutral confirmation and C2C interactions to perceived usefulness, and of paths from perceived enjoyment and satisfaction to continuance intentions.