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.     

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.     

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 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.     

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.     

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.     

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.     

Understanding continuance usage intention of mobile internet sites

Due to the high acquisition costs and low switching costs, retaining users and facilitating their continuance usage are crucial for mobile service providers. Integrating both perspectives of perceived utility and flow experience, this research identifies the factors affecting continuance usage intention of mobile internet sites. Data were collected through a survey, and data analysis was then conducted with structural equation modeling. The results indicated that system quality and information quality affect perceived usefulness, satisfaction and flow. And these three factors determine continuance usage intention. Among them, flow has the largest effect on continuance usage intention. The results imply that service providers need to improve users’ experience in order to facilitate their continuance usage of mobile internet sites.     

Exploring continued online service usage behavior: The roles of self-image congruity and regret

The expectation–confirmation model (ECM) of continued information systems (IS) use has proven to be successful across online service contexts. Previous studies based on ECM have focused on a referent (i.e., comparison standard) that is centered on the target IS (i.e., target online service). The effect of this referent, captured through confirmation, has been strongly demonstrated. Yet, few studies have explored the saliency of two additional reference effects, captured through self-image congruity and regret, in online service continuance. To fill this knowledge gap, this paper attempts to develop a research model that extends the ECM perspective in view of the additional contributions of regret and self-image congruity on two post-adoption beliefs (perceived usefulness and perceived enjoyment) and continuance intention. For this extension, we synthesized the extant literature on continued IS use, self-image congruity, and regret. The model was empirically tested within the context of a social network service. Our analysis result shows that self-image congruity plays a key role in forming the two post-adoption beliefs. It is also found that the absolute effect of regret on continuance intention is larger than the effects of other antecedents identified in IS. Overall, this study preliminarily confirms the salience of self-image congruity and regret in online service continuance.     

Should I stay or should I go? The moderating effect of self-image congruity and trust on social networking continued use

Recent reports show that although users of large online social networks (such as Facebook) score low in terms of satisfaction, they manage to retain, or even increase, their user base. This study sheds an exploratory light on the reuse behaviour of online social network services (SNS). Specifically, we investigate the moderating effects of self-image congruity and trust on the relationship between satisfaction and continuance to use online SNS. To capture post-adoption behaviour of SNS users, we employ the expectation–confirmation model as a core structure for our theoretical model. The model is empirically tested using survey data collected from 288 Facebook users. Results reveal a possible trend suggesting that users perceiving a high match of the SNS with their self-image will be more loyal even if they experience low satisfaction levels. The same trend has been extracted for trust and its moderating effect on the relationship between satisfaction and usage continuance intention. This paper concludes with a discussion on the theoretical and practical implications of our findings.     

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.     

Continuance of mHealth services at the bottom of the pyramid: the roles of service quality and trust

Continued usage of information systems (or, IS continuance) has proven to be a critical success parameter for ICT implementation at the top of the global economic pyramid. However, there are few studies which have explored continued IS usage at the bottom of the economic pyramid (BOP) though it represents the majority of the world’s population. To fill this knowledge gap, this study develops an mHealth continuance model at the BOP framing the impact of two post adoption expectation beliefs (i.e., perceived service quality and perceived trust). This study extends ECM (expectation confirmation model) perspective synthesizing the extant literature on continued IS usage, service quality and consumer trust. The proposed model was empirically tested within the context of mHealth (mobile health) services at the BOP, applying PLS (partial least squares) under a cross sectional study. The findings confirm that both perceived service quality and perceived trust have significant explanatory power under an integrated ECM providing superior prediction of continuance intentions. The study concludes by discussing conceptual contributions, practical implications, limitations and future research directions.     

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.     

An Empirical Study of the Impacts of Perceived Security and Knowledge on Continuous Intention to Use Mobile Fintech Payment Services

Financial technology (Fintech) services using emerging technology such as the Internet of Things (IoT) is becoming more prevalent. The recent proliferation of the mobile payment sector led by innovative mobile Fintech payment services such as Apple Pay and Samsung Pay is the most important and fastest growing Fintech services from consumers’ perspective. Although businesses have been making efforts to spread the use of the services, security is crucial in the diffusion of the services. Despite the importance, the role of perceived security in continuous intention to use mobile, Fintech services has not yet been investigated in depth. Thus, this study investigates the relationships between perceived security, knowledge regarding the services, confirmation, perceived usefulness, and satisfaction. We propose a research model using an extended post-acceptance model (EPAM) as a theoretical framework in the context of Fintech services. We then validate the model using the data collected from the service users. The analyzed results show that knowledge and perceived security in mobile Fintech services have a significant influence on users’ confirmation and perceived usefulness. However, perceived security does not directly influence users’ satisfaction and continual intention to use. We further find significant relationships among confirmation, perceived usefulness, satisfaction, and continual intention to use of the services. We discuss theoretical and practical contributions of the study.     

Continual use of microblogs

Some studies show that the Twitter's growth is leveling off and that its marketing has become ineffective. The purpose of this paper is to analyse what is needed for microblogs’ perpetuation. Factors such as message quality, source credibility, perceived usefulness, perceived interactivity, perceived playfulness, confirmation, and satisfaction were tested for their impact on continuance intention. A post-acceptance model of microblog continuance was proposed based on information system continuance model. We found that continuance intention to use microblogs is greatly affected by satisfaction, which in turn is affected by perceived interactivity and perceived usefulness, but satisfaction is not affected by confirmation or perceived playfulness. Although confirmation has no direct effect on satisfaction, it affects perceived interactivity and perceived usefulness, which in turn affect satisfaction.     

User experience,satisfaction, and continual usage intention of IT

The purpose of this paper is to develop and test a research model that investigates the effects of user experience with information technology (IT) on user satisfaction with and continual usage intention of the technology. The research model uses the concept of cognitive absorption (CA) to conceptualize the optimal holistic experience that users feel when using IT. A set of hypotheses are proposed regarding the direct and indirect effects of CA on user satisfaction through the perceived utilitarian and hedonic performance and expectation disconfirmation of IT. An online survey was conducted to test the model and its associated hypotheses. The results provided support for the hypothesized effects of CA and indicated its importance for the formation of post-adoption satisfaction and continuance intention with IT.     

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.     

Extending the two‐stage information systems continuance model: incorporating UTAUT predictors and the role of context

This study presents two extensions to the two‐stage expectation‐confirmation theory of information systems (IS) continuance. First, we expand the belief set from perceived usefulness in the original IS continuance model to include three additional predictors identified in the unified theory of acceptance and use of technology, namely effort expectancy, social influence and facilitating conditions. Second, we ground the IS continuance model in the context of transactional systems that involve transmission of personal and sensitive information and include trust as a key contextual belief in the model. To test the expanded IS continuance model, we conducted a longitudinal field study of 3159 Hong Kong citizens across two electronic government (e‐government) technologies that enable citizens' access to government services. In general, the results support the expanded model that provides a rich understanding of the changes in the pre‐usage beliefs and attitudes through the emergent constructs of disconfirmation and satisfaction, ultimately influencing IS continuance intention. Finally, we discuss the theoretical and practical implications of the expanded model.     

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.     

Understanding the role of an IT artifact in online service continuance: An extended perspective of user satisfaction

Given increasing investment in an IT (information technology) artifact (i.e., online service website), it is becoming important to retain existing customers. In order to help link website design and investment decisions to the strategy for retaining customers, we propose a model by extending the user satisfaction perspective into research on online service continuance. We empirically tested the model within the context of a social network service. The analysis results found that website information satisfaction and system satisfaction play key roles in forming continuance intention through perceived usefulness and perceived enjoyment. It is also noted that computer anxiety serves as an important moderator toward continuance intention. Theoretical and practical implications are offered for better understanding of the role of the IT artifact in online service post-adoption phenomena.