An empirical analysis of the antecedents of web-based learning continuance

Like any other product, service and Web-based application, the success of Web-based learning depends largely on learners’ satisfaction and other factors that will eventually increase learners’ intention to continue using it. This paper integrates the concept of subjective task value and fairness theory to construct a model for investigating the motivations behind learners’ intention to continue using Web-based learning. The model theorizes that four components of subjective task value (i.e., attainment, utility, intrinsic, and cost) and three dimensions of fairness (i.e., distributive, procedural, and interactional) affect learners’ satisfaction. We also argue that satisfaction and four distinct components of subjective task value influence learners’ intention to continue using Web-based learning. The hypothesized model is validated empirically using data collected from 202 learners of a Web-based learning program designed for continuing education. The results showed that attainment value, utility value, intrinsic value, distributive fairness, and interactional fairness exhibited significant positive effects on satisfaction. Utility value and satisfaction play significant roles in shaping learners’ intention to continue using Web-based learning.     

Understanding customers' loyalty intentions towards online shopping: an integration of technology acceptance model and fairness theory

As with any other information system (IS), the success of online shopping depends largely on customer satisfaction and other factors that will eventually increase customers' loyalty intentions. This article integrates two major variables of technology acceptance model (TAM), trust, and fairness to construct a model for investigating the motivations behind customers' loyalty intentions towards online shopping. The hypothesised model is validated empirically using data collected from 311 customers of an online shopping store. The results indicated that distributive, procedural and interactional fairness were strong predictors of trust, which in turn influenced satisfaction. Distributive fairness and interactional fairness exhibited significant positive effects on satisfaction. Perceived usefulness and satisfaction influenced loyalty intention towards online shopping. Perceived ease of use acts indirectly on loyalty intention through the mediating effect of perceived usefulness. Implications for theory and practice and future research directions are discussed.     

Determinants of continuance intention factor in Kuwait communication market: Case study of Zain-Kuwait

The continuance intention is one of the most important factors that affect a company’s profitability and market share. Yet, this factor and its effect remain unexplored in the Arabian communication market.In this study, we examine two multidimensional constructs of customer satisfaction that impact the continuance intention: quality and justice. Quality is measured through three dimensions: interaction, environment, and outcome. Justice is also measured through three dimensions: interactional, procedural, and distributive. We survey 512 customers in Kuwait’s communication market on their intention to continue with their current mobile service provider. We find that the outcome quality is the most influential construct on the perceived usefulness of the provider, which wields the most influence on the continuance intention.     

Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model

Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality and justice on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality, justice and customer satisfaction were measured by multiple dimensions. A research model was developed based on this multidimensional approach and was empirically examined with data collected from about one thousand users of mobile value-added services in China. Results show that all three dimensions of service quality (interaction quality, environment quality and outcome quality) have significant and positive effects on cumulative satisfaction while only one dimension of service quality (interaction quality) has a significant and positive effect on transaction-specific satisfaction. Besides procedural justice, the other two dimensions of justice (distributive justice and interactional justice) significantly influence both transaction-specific satisfaction and cumulative satisfaction. Furthermore, both types of customer satisfaction have significant and positive effects on continuance intention. Implications for research and practice are discussed.     

Analysing complaint intentions in online shopping: the antecedents of justice and technology use and the mediator of customer satisfaction

Complaint behaviours are the key to the competition in an online market when service quality is a major concern of consumers. An understanding of complaint intentions can provide insight into a negative service experience and in turn, effectively redress consumer's problems. It is our purpose to examine the determinants of complaint intentions in the online shopping. When online consumers essentially involve the purchase of products/services and the use of web-based technologies, two major issues particularly arise in this context, exchange behaviour and technology use. This study thus integrates justice perception and expectation–confirmation model (ECM) of information system continuance to understand customer satisfaction and in turn, complaint intentions. Data were collected for online consumers with negative service experiences. The results of testing the structural model indicated that distributive and interactional justices significantly contribute to customer satisfaction and complaint intentions, but procedural justice does not. ECM-based features, such as perceived usefulness, are all important in determining customer satisfaction and complaint intentions. The implications for managers and scholars are further discussed.     

Examining continuous usage of location-based services from the perspective of perceived justice

Due to the privacy risk associated with using location-based services (LBS), users are often reluctant to adopt and use them. Drawing on the justice theory, this research identified the factors affecting continuous usage of LBS. Perceived justice reflects a set of fairness perceptions and involves three dimensions: distributive justice, procedural justice and interactional justice, which reflect outcome fairness, process fairness and treatment fairness, respectively. We conducted data analysis with structural equation modeling (SEM). The results show that procedural justice is the main factor affecting privacy risk, whereas distributive justice is the main factor affecting perceived usefulness. Privacy risk and perceived usefulness influence continuous usage. Thus mobile service providers need to improve users’ perceived justice to facilitate their usage of LBS.     

Recovery of online service: Perceived justice and transaction frequency

Recovery of online service is an issue in need of study. The current study empirically examines (1) the relationships among perceived justice, satisfaction with recovery of online service and repurchase intention of online service/failure encounters; and (2) the moderating effects of transaction frequency on these relationships. The current study collects 187 self-administered questionnaires to gather customers’ perceptions of actual online service/failure encounters. Research findings demonstrate that distributive justice, interactional justice and procedural justice can positively lead to satisfaction with recovery of online service and repurchase intention toward online service. These results further show that customers with low transaction frequency tend to focus more on interactional justice to establish their satisfaction with recovery of online service. On the other hand, customers with high transaction frequency focus more on procedural justice.     

Understanding the consequences of information systems service quality on IS service reuse

IS researchers have normally assumed that satisfaction is the key factor influencing IS customers’ reuse of services; however, a focus on customer satisfaction does not always guarantee customer retention. We synthesized customer satisfaction and dissatisfaction models from prior service quality research to provide a comprehensive model predicting the behavioral intentions of customers to reuse IS services. Five research hypotheses were empirically tested by using a field study of 263 users of an IS service department. Our findings placed IS service quality in a causal network leading to IS service reuse and highlighted the relative importance that service quality value played in predicting behavioral intention to reuse the service.     

Leadership and justice: Increasing non participating users’ assessment of an IT through passive participation

Allowing users to actively participate in the development and implementation of a new IS is supposed to increase their satisfaction with it. This type of participation, representing aspects relating to distributive and procedural justice, is increasingly impractical in current organizational settings, because many IS are used by thousands of employees and having them involved is impossible. Nonetheless, there are still benefits to be gained in other ways. Extrapolating from interactional justice, we proposed a passive participation method of engaging users. Its effect was tested in a large company in the USA and proved effective. Interactional justice, the perception of fairness in the way that people were treated at an interpersonal level, was found to increase user assessment of the value of their IS. Implications and expansions to interactional justice theory and how this antecedent affects IS implementation are discussed.     

Information quality,user satisfaction,and the manifestation of workarounds: a qualitative and quantitative study of enterprise content management system users

In this paper, we focus on a critical aspect of work in organizations: using information in work tasks which is provided by information systems (IS) such as enterprise content management (ECM) systems. Our study based on the IS success model, 34 interviews, and an empirical study of 247 ECM system users at a financial service provider indicates that it is appropriate to differentiate between contextual and representational information quality as two information quality dimensions. Furthermore, we reveal that in addition to system quality, the two information quality dimensions are important in determining end-user satisfaction, which in turn influences the manifestation of workarounds. Our study also finds that employees using workarounds to avoid an ECM system implemented several years is negatively related to individual net benefits of the ECM system. Hence, we conclude that when investigating large-scale IS such as ECM systems, it is important to differentiate among information quality dimensions to more deeply understand end-user satisfaction and the resulting manifestation of workarounds. Moreover, this research guides organizations in implementing the most appropriate countermeasures based on the importance of either contextual or representational information quality.     

Assessing e-learning 2.0 system success

Traditional e-learning systems support “one-way” communication. Teachers provide knowledge for learners, but they are unable to use a student’s learning experiences to benefit the class as a whole. To address these problems, this study explores e-learning success factors via the design and evaluation of an e-learning 2.0 system. This study develops a theoretical model to assess user satisfaction and loyalty intentions to an e-learning system using communication quality, information quality, system quality, and service quality. The empirical results show that communication quality, information quality, and service quality significantly and positively affect user satisfaction and loyalty intentions to use the e-learning system for sharing experience, communicating with others, and getting feedback.     

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.     

Measuring information systems success: models,dimensions, measures,and interrelationships

Since DeLone and McLean (D&M) developed their model of IS success, there has been much research on the topic of success as well as extensions and tests of their model. Using the technique of a qualitative literature review, this research reviews 180 papers found in the academic literature for the period 1992–2007 dealing with some aspect of IS success. Using the six dimensions of the D&M model – system quality, information quality, service quality, use, user satisfaction, and net benefits – 90 empirical studies were examined and the results summarized. Measures for the six success constructs are described and 15 pairwise associations between the success constructs are analyzed. This work builds on the prior research related to IS success by summarizing the measures applied to the evaluation of IS success and by examining the relationships that comprise the D&M IS success model in both individual and organizational contexts.     

An analysis of the relationship between quality and user acceptance in smartphone apps

This study investigates consumer intentions within the smartphone app environment. More specifically, it studies the factors influencing the intention to use banking apps based on the smartphone by employing the information system success model and a revised technology acceptance model. The study examines how quality factors and attitudes toward mobile apps-based banking influence the intention to use banking apps, and whether trust influences the relationship between quality factors and intention to use. In it, we collect data from 520 users and estimate the structural model. The results indicate that attitudes to mobile apps-based banking, as well as information and service quality, affect consumers’ intention to use banking apps. We further confirm that three particular quality factors, moderated by trust, affect the intention to use these apps. This study helps to explain consumers’ mobile apps-based banking behaviours, by combining the information system success model with a technology acceptance model.     

Explaining and predicting users’ continuance intention toward e-learning: An extension of the expectation–confirmation model

Although e-learning has been prompted to various education levels, the intention to continue using such systems is still very low, and the acceptance-discontinuance anomaly phenomenon (i.e., users discontinue using e-learning after initially accepting it) is a common occurrence. This paper synthesizes the expectation–confirmation model (ECM), the technology acceptance model (TAM), the theory of planned behavior (TPB), and the flow theory to hypothesize a theoretical model to explain and predict the users’ intentions to continue using e-learning. The hypothesized model is validated empirically using a sample collected from 363 learners of a Web-based learning program designed for continuing education. The results demonstrate that satisfaction has the most significant effect on users’ continuance intention, followed by perceived usefulness, attitude, concentration, subjective norm, and perceived behavior control as significant but weaker predictors. The implications of these findings for e-learning practitioners are discussed at the end of this work.     

How does justice matter in online retailers’ reputation and purchase intentions: an empirical study of China

In recent years, online shopping has been proliferated around the world. Online retailers’ reputation and purchase intentions are critical for survival and profitability of any online store. Thus, this study proposes a research framework to examine the perceived justice effects on customers purchase intention and online retailers’ reputation. A confirmatory factor analysis was conducted to demonstrate the reliability and validity of the measurement model, and the structural equation modelling technique was used to test the research model. The hypothesised model was validated empirically using data collected from 383 online shopping customers in China. The results indicated that perceived procedural, distributive and interactional justice components were strong predictors of customers purchase intention and online retailers’ reputation while online retailers’ reputation had significant effects on purchase intentions. Finally, theoretical and managerial implications are also presented in the paper.     

Understanding Web-based learning continuance intention: The role of subjective task value

The success of Web-based learning depends on learner loyalty, i.e., subsequent continued usage (continuance). We extended the Unified Theory of Acceptance and Use of Technology (UTAUT) by introducing components of subjective task value into a model for studying learners’ continuance intentions in Web-based learning. Based on survey data from 286 respondents, SEM was employed to assess the model. The results indicated that performance expectancy, effort expectancy, computer self-efficacy, attainment value, utility value, and intrinsic value were significant predictors of individuals’ intentions to continue using Web-based learning, while anxiety had a significant negative effect. The results suggested the beneficial effect of positive subjective task value on stimulating learners’ intentions to continue using Web-based learning, which is as important as performance expectancy and effort expectancy. Implications and limitations of our study are discussed.     

Service Quality and Perceived Value's Impact on Satisfaction, Intention and Usage of Short Message Service (SMS)

SMS, being an almost instantaneous communication medium that connects people, is now a phenomenon that has grown and spread around the globe at an amazing speed. Given the current trend of SMS usage and its potential growth, this paper will provide an insight of the extent to which how service quality and the value perceived by the SMS users have an impact on their extent of the SMS usage in the post SMS adoption phase. Specifically, this article will examine how service quality of the service providers and perceived value affect customer satisfaction and how customer satisfaction will affect their behavioural intention to continue to use SMS which in turn affects the extent of SMS usage in the local context. Using partial-least-squares, an analysis was conducted based on the 150 surveys collected to test for the proposed relationships. The results showed that the tangibles, empathy and assurance dimensions of service quality are antecedents of customer satisfaction and a positive relationship exists between customer satisfaction and customers' behavioural intentions to continue to use SMS. Additionally, the positive relationship between customers' behavioural intentions to continue to use SMS and the extent of SMS usage is also significant. These results were similar to the results shown by Cronin and Taylor (1992) studies. The perceived value/customer satisfaction relationship investigated in this research was in line with Fornell et al.(1996) and Cronin et al.(2000) where perceived value was one of the determinants of customer satisfaction. Specially, the results revealed that perceived value, together with tangibles, empathy and assurance aspects of the service quality, played an important role in determining customer satisfaction for SMS. Implications of the above results for research and practice are discussed.     

Perceived fit and satisfaction on web learning performance: IS continuance intention and task-technology fit perspectives

Virtual learning system (VLS) is an information system that facilitates e-learning have been widely implemented by higher education institutions to support face-to-face teaching and self-managed learning in the virtual learning and education environment (VLE). This is referred to a blended learning instruction. By adopting the VLS, students are expected to enhance learning by getting access to course-related information and having full opportunities to interact with instructors and peers. However, there are mixed findings revealed in the literature with respect to the learning outcomes in adopting VLS. In this study, we argue that the link between the precedents of leading students to continue to use VLSs and their impacts on learning effectiveness and productivity are overlooked in the literature. This paper aims to tackle this question by integrating information system (IS) continuance theory with task-technology fit (TTF) to extend our understandings of the precedents of the intention to continue VLS and their impacts on learning. By doing it, factors of technology-acceptance-to-performance, based on TAM (technology acceptance model) and TTF and post-technology-acceptance, based on expectation–confirmation theory, models can be included to test in one study. The results reveal that perceived fit and satisfaction are important precedents of the intention to continue VLS and individual performance. Later, a discussion and conclusions are provided. This study sheds light on learning system design as assisted by IS in VLE and can serve as a basis for promoting VLS in assisting learning.     

Understanding consumers’ continuance intention towards mobile purchase: A theoretical framework and empirical study – A case of China

Although mobile purchase is convenient in the age of mobile commerce, many consumers still do not utilize mobile purchase to its full potential. From the mobile vendor’s perspective, retaining current customers and facilitating their continued purchase are crucial to create profitability and achieve a sustainable development. An understanding of the continuance intention towards mobile purchase can provide insights into mobile vendors’ marketing campaigns. Therefore, it is important to examine the determinants that impact continuance intentions of consumers for mobile purchase. Drawing upon information success model, flow theory and trust, this study proposed and empirically tested an integrated model to better understand the determinants of consumers’ continued intention to purchase on mobile sites. Empirical data from 462 users who had experience with mobile purchase were tested against the proposed research model by using structural equation modelling (SEM). The results indicated that information quality, and privacy and security concerns are the main factors affecting trust, whereas service quality is the main factor affecting flow. System quality, and privacy and security concerns affect satisfaction. Trust affects flow, which in turn affects satisfaction. These three factors together affect continued intention towards mobile purchase. The findings of this study provide several important implications for mobile commerce research and practice.