Expectation Confirmation Research Articles

Digital Trust and the Reconstruction of Trust in the Digital Society: An Integrated Model based on Trust Theory and Expectation Confirmation Theory

Digital trust is born with the evolution of digital society. It is an inescapable topic in the digital society and it is developed from traditional interpersonal trust and institutional trust and has been extensively used in the Internet space. At present, the research on digital trust is rare. Based on the Trust Theory and the Expectation Confirmation Theory, this paper puts forward an integration model with user satisfaction as the intermediary variable. Besides, this paper develops a set of scales for evaluating digital trust combined with maturity scales and points out that digital trust consists of digital cognitive trust and emotional trust. This paper assumed that user perception and user expectation indirectly affect digital trust through user satisfaction and used SPSS 23.0 to do reliability, validity test, and exploratory factor analysis. The results found that user satisfaction plays a mediating role by fitting, evaluating, and optimizing the structural equation model with AMOS23.0. User satisfaction is a partial intermediary between user perception and digital trust, and it is the complete intermediary between user expectation and digital trust. These results demonstrate two things. Firstly, in the digital society, the construction of users' digital trust is based on users' satisfaction. The government should provide diversified and high-quality e-government services as far as possible. Secondly, digital trust is directly or indirectly affected by user perception and user expectation. The government should build a safe, green, and harmonious digital environment for users and make e-government services consistent with users' expectation.

Factors Affecting Customer’s Behavior and Intention on Purchase Intention through Brand Retail’s Social Media

Background: The increasing use of social media to sell products and the huge number of social media’s users makes the study consumer-brand engagement behavior within social media, Facebook in particular, necessary. Aim: This study aims to examine 5 antecedents of attitude on consumer intentions to engage with retail brand through social effecting the likelihood to make purchases as well as an antecedent moderation of attitude on the intention to make purchases. Method: The study is conducted on office workers using quantitative survey methods to 195 respondants. The analysis is conducted by using the Structural Equation Model (SEM). Findings: The findings reveal that while the consumer attitudes to engage with retail brands through Facebook are driven by enjoyment, peer communication, and credibility, the attitudes have strong influence to the intentions to engage with retail brands through Facebook and subsequently are strongly connected with the intentions to purchase through a retail brand’s Facebook page. These findings support prior studies. The findings are that consumers’ attitudes have positive effects on consumer intentions, and that the confirmation of expectation moderates the attitude on consumer intentions to make purchase through a retail brand’s Facebook page. The managerial contribution of this study helps retailers to understand how to attract consumers to engage with retail brands through Facebook.

Determinants of continuance intention of using e-government services in Tanzania: the role of system interactivity as moderating factor

PurposeThe purpose of this study is to investigate the continuance intention of using e-government services in Tanzania as well as moderating effects of system interactivity.Design/methodology/approachA research model based on expectancy confirmation model was developed and empirically tested using 213 data collected from e-government services users who were selected using the judgemental sampling technique. The variance-based structural equation modelling technique was used for data analysis using SmartPLS 3.0.FindingsThe results of this study suggest that system interactivity, computer self-efficacy, management support, confirmation, satisfaction and perceived usefulness have a positive and significant influence on continuance intention to use e-government services. Moreover, the findings of this study indicate that system interactivity moderates the influence of perceived usefulness and satisfaction on continuance intention.Originality/valueThis study extends the expectancy confirmation model with system interactivity, management support and computer self-efficacy which are considered as important factors in continuance usage of technology. Furthermore, this study examines the moderating effect of system interactivity on the effects of perceived usefulness and satisfaction on continuance intention.

PEMODELAN CONTINUANCE INTENTION DALAM KASUS PENGGUNAAN DOMPET DIGITAL DI KALANGAN MAHASISWA

<p><em>The successful use of an information system or technology does not only focus on the perception of the first use (initial use), but also on the sustainability of its use (continuance intention). Continuance intention is a behavior that shown by consumer to continue to use an information system or technology. The purpose of this study was to determine the factors that influence continuance intention to use digital wallets among students. The results obtained from this study can be used by interested companies, such as e-commerce, internet service providers, retailers, and banks to predict consumer behavior in conducting transactions so that they can provide transaction services according to the needs and desires of consumers. The data collection method in this study was a questionnaire with the help of google form. The analysis technique used is Structural Equetion Modeling (SEM) with the help of PLS-SEM 4 software. The model developed is based on the Expectation Confirmation Model (ECM) by adding information quality and service quality variables. By the 9 hypotheses built, there is 1 rejected hypothesis while the other 8 hypotheses are accepted. Quality service variable has no effect on consumers' initial trust to use digital wallets. The Satisfaction variable motivates users to continue using digital wallets.</em></p>

Experiential festival attributes, perceived value, cultural exploration, and behavioral intentions to visit a food festival

Based on the expectation confirmation theory and the push and pull framework, this paper proposes that perceived value (PV) mediates the relationship between experiential food festival attributes (EXPECO) and attendees’ behavioral intentions (BIs). Further, this paper proposes that cultural exploration (CULEXP) moderates the causal relationships among EXPECO, PV, and BIs. A survey of 215 visitors who participated in the Slow Food Festival event in Northern Cyprus was used to statistically validate the proposed research framework and hypotheses. The results stemmed from the structural equation modeling show that PV partially mediated the effects of EXPECO (i.e., education, entertainment, and esthetic experience) on BIs. Moreover, as predicted, the results confirm that CULEXP moderates the casual relationships among EXPECO, PV, and BIs. Thus, the findings extend prior literature by highlighting the importance of EXPECO and CULEXP in enhancing attendees’ PV and consequent positive BIs.

Understanding the role of mobile applications in brand loyalty in the coffee chains industry

With the spread of COVID-19, the development and distribution of mobile apps is a significant issue for sustainable growth in service industries. This study identified the relationship between customer loyalty to mobile apps and brand loyalty, and investigated the role of perceived benefits provided by mobile apps in enhancing brand loyalty. We integrated a set of perceived benefits into the expectation–confirmation model and collected data through a survey of 365 consumers in South Korea who used mobile apps of coffee chains. Results reveal that brand loyalty was affected by consumer satisfaction with and loyalty to mobile apps. Entertainment and recognition both played a significant role in increasing loyalty to mobile apps, but the effects of monetary saving and exploration were nonsignificant. The study findings confirm the positive impact of social benefits on consumer satisfaction with and loyalty to mobile apps.

A Study of Chinese Consumers’ Consistent Use of Mobile Food Ordering Apps

Mobile Food Ordering Apps (MFOAs) programs have changed the way consumers order and consume food. Mobile Food Ordering Apps (MFOAs) are widely recognized in the restaurant industry as an innovative method of serving customers; however, there are important questions about the impact of implementing MFOAs on customers’ willingness to reuse such applications, and several studies have examined the results of using MFOAs from a customer perspective. The main objective of this study was to identify and empirically test the main factors that predict Chinese users’ attitudes toward MFOAs, the satisfaction and re-use of such applications, and the moderating role of habits. This study proposes an integrated model based on the Technology Acceptance Model (TAM) and the Expectation Confirmation Theory (ECT), combined with the features of MFOA-added variables such as online reviews, price value and trust. A total of 212 valid questionnaires were obtained and collected from a sample of Chinese customers using MFOAs. This study uses SPSS 26.0 and smartPLS version 3.0 for a path analysis and empirical testing of the research model. There are 13 hypotheses, 6 of which are valid. H2(PE → SAT), H3(OR → SAT), H5(EOU → ATT), H6(PV → ATT), H7(TR → ATT), and H9(SAT → CI) are valid. However, H1(CON →SAT), H4(USF → ATT), H8(TR → CI), H10(ATT → CI) are not valid, and HAB does not play a moderating role between CI and SAT, CI and ATT, and CI and TR. Based on the research results, theoretical contributions and practical implications can be provided for scholars and practitioners in MFOA-related fields.

How is Satisfaction with Online-to-Offline App Formed? Importance of Confirmation Through Offline Experience

Online-to-offline mobile applications (O2O apps), which attract potential customers online and entice them to purchase in physical stores, are growing in popularity. However, little is known about the mechanisms by which satisfaction with O2O apps is formed through offline experiences. Drawing on the expectation confirmation model (ECM), this study proposes that the confirmation of expectations through offline experiences is the key to explaining satisfaction with O2O apps. Response data from 271 consumers of Kakao Hair, an O2O application that is widely used for hair shop customers in South Korea, were collected and analyzed. The analysis found that the confirmation of expectations through offline experiences directly influences O2O app satisfaction, and indirectly influences O2O app satisfaction through trust in and the perceived usefulness of O2O applications. This study contributes to both ECM literature and mobile application literature by demonstrating how confirmation of expectations through offline experiences affect O2O app satisfaction and intention to continue using O2O apps.

Effect of Perceived Fear, Quality, and Self-Determination on Learners' Retention Intention on MOOCs.

PurposeThe purpose of this study is to understand how perceived fear, course quality, and self-determination of learners influence the retention rate of massive open online courses (MOOCs) during the time of pandemic.MethodologyThe proposed developed model is comprised of IS success, expectation confirmation and self-determination theories. Data were collected from 284 respondents and the structural equation modeling was applied to interpret and analyze the data. Additionally, importance-performance maps were plotted to prioritize essential findings.FindingsThe findings revealed that course quality, identified and integrated regulation (motivation) all significantly affect perceived usefulness and satisfaction to influence learners’ retention intention. Moreover, the importance performance map analysis (IPMA) exhibited that integrated regulations and course quality are very significant factors with very limited focus. Therefore, developers should improve the performance of these two factors to overcome the dropout rate.OriginalityThis research analyzed the effect of the course quality, learners’ determination and fear of the pandemic as the determining factors. Besides, the impacts of motivational factors (integrated, identified, introjected and external) from determination theory were also investigated on the learner’s satisfaction. Finally, these factors were tested in the context pandemic that gave us new insights, which are not similar to pre-pandemic phase; ie, learners prefer course quality rather than system quality, because they demand new skill and knowledge to increase competitive advantage.

쇼트 비디오 사용자 고착성의 영향 요인에 관한 복합 연구 - 틱톡 앱 사용자를 중심으로 -

최근 몇 년간 동영상 업계가 폭발적으로 성장하면서 사용자 수도 눈에 띌 정도로 폭증하였다. 본 연구에서는 쇼트 비디오 앱 사용자의 고착성(User Stickiness)에 영향을 미치는 요인을 연구함으로써 쇼트 비디오 앱의 사용자 고착성의 존재 요인을 발견하고자 한다. 이는 또한 쇼트 비디오 앱의 사용자 고착성을 높이고 앱의 지속적인 발전에 참고적 가치를 제공하고자 한다. 본 연구는 랜덤 인터뷰와 네트워크 조사를 결합하여 설문 조사를 진행하였다. 이를 통해 틱톡 앱에 대한 사용자의 만족도에 관한 구조적 차원을 탐색하고 나아가 사용자의 고착성에 미치는 영향을 분석하였다. 이에 따라 쇼트 비디오 앱 사용자 고착성 영향을 미치는 요인의 연구 모델을 제시하였다. 본 연구는 틱톡 앱 사용자 500명의 사용 현황 대한 설문 조사를 진행하고 구조방정식으로 구축된 모델을 검증하였다. 데이터 분석 결과는 아래와 같다. 기대 확신도(Expectation Confirmation)는 지각된 유용성(Perceived Usefulness)과 지각된 즐거움(Perceived Enjoyment)에 현저한 정적 영향을 미쳤다. 기대 확신도, 지각된 유용성, 지각된 즐거움은 만족도에 현저한 정적 영향을 미쳤다. 만족도와 지각된 유용성은 지속적인 사용 의도에 현저한 정적 영향을 미쳤다. 지속적인 사용 의도(Continuance Intention)는 사용자의 고착성에 현저한 정적 영향을 미쳤다. 본 연구는 쇼트 비디오 앱의 측면에서 사용자 고착성의 영향요인을 연구하였고 향후 쇼트 비디오 앱 사용자 행동 연구에 독특한 시각을 제공하여 쇼트 비디오 앱 회사의 서비스 품질 향상에 중요한 이론적 기여와 실천적 시사점을 제공한다. 본 연구의 결론에 의하면, 쇼트 비디오 앱 사업자와 디자이너가 사용자 고착성을 높이려면 다음과 같은 두 가지 부분을 주의해야 한다. 첫째, 제품 설계, 운영 서비스, 쇼트 비디오 알고리즘 추천 메커니즘 개선 측면에서 사용자의 만족도를 높일 필요가 있다. 둘째, 쇼트 비디오 콘텐츠의 질, 쇼트 비디오 콘텐츠의 창의성, 플랫폼 감독과 관리, 사용자 감정 등 네 가지 측면에서 사용자 고착성을 높인다.

OTT 서비스의 지속사용의도에 영향을 미치는 OTT 서비스의 주요 특성에 관한 연구-PAM을 기반으로

As OTT service market dominance grows rapidly, competition among OTT service providers is becoming more and more intense as it enters not only existing strong players such as Netflix and Amazon but also traditional content providers. Therefore, OTT service providers should try to differentiate their services by securing new customers and securing various genres of contents and providing optimized contents to prevent the departure of service subscribers. This study is divided into the diversity of contents, the differentiation of contents, and the economical efficiency of contents as the main characteristics of OTT service based on the previous studies. Based on the PAM, this study verified how the characteristics of these OTT services affect the expectation congruence, perceived usefulness, satisfaction, and intention to continue using OTT services. As a result of verification, all of the main characteristics of OTT service have significant effects on expectation confirmation, perceived usefulness, satisfaction and intention to use continuously.

Evaluating the couriers' experiences of logistics platform: The extension of expectation confirmation model and technology acceptance model.

The current study integrated the Extended Technology Acceptance Model (TAM) and included information system quality (ISQ), user interface (UI), knowledge sharing motivation (KSM), the expectation confirmation model (ECM), safety management practices (SMP), interface aesthetics (IA), and perceived value (PV) to evaluate the logistics couriers’ experience while using an Online logistics platform. This research examines the relationships of KSM, SMP, and ISQ on the TAM’s, perceived usefulness (PU), and perceived ease of use (PEOU). In addition, it explores the relationship between UI on PEOU. Furthermore, to explore the impact of ECM, it examines the impact of confirmation (CON) on PU and satisfaction (SAT). Finally, this research explores the impact of logistics couriers’ SAT on continuous intention (CI). According to the findings of this study, UI did not have a significant association with PEOU. Furthermore, KSM was found to significantly impact PEOU, while having no significant effect on PU. Moreover, SMP was found to have no significance on PEOU, however, SMP was discovered to be in a significant association with PU. In addition, ISQ was found to significantly impact PEOU, PU, and, PV. Moreover, CON was in a significant relationship with PU, while not having a significant impact on SAT. Furthermore, IA did not significantly impact PV. Also, SAT was significantly impacted by PU, while not having any significant impact from PEOU, and PV. Besides, PEOU was discovered to significantly impact PU. Finally, SAT was found to be in a significant relationship with CI.

Predicting students’ intention to continue business courses on online platforms during the Covid-19: An extended expectation confirmation theory

The objective of this study was to analyze the intention of a University's business department students to continue their studies on e-learning platforms during the ongoing COVID-19 pandemic. To this end, a questionnaire was developed to collect primary data from students in business fields. The study took into account more than 285 respondents from two different universities and relied on the expectation confirmation model (ECM) theory and the structural equation model. The partial least squares (SEM-PLS) method was used to analyze the data. The results of the study showed that task skills (TS) and task challenges (TC) were significant for the enjoyment (EN) of the students which in turn had a positive effect on the satisfaction levels. Confirmation (CON) had an impact on the post adoption perceived usefulness (PAPU), which was deemed positive for student satisfaction (SAT). The SAT and psychological safety (PS) of online learning platforms were found to positively influence the continuance intention (CI) on e-learning platforms. Finally, both SAT and PS of online learning platforms were observed to positively influence CI on e-learning platforms. Further research in this area could be useful in making decisions about promoting educational programs based on e-learning. The researchers recommend that academicians and policymakers must ensure appropriate arrangements for teaching on e-learning platforms.

Drivers of post-adoption of e-wallet among academics in Palestine: An extension of the expectation confirmation model.

E-wallet is one of the latest innovations in the field of payments. However, despite numerous studies on the adoption of e-finance systems, the post-adoption phase is largely neglected. In this paper, we use the extended Expectation Confirmation Model (ECM) to address this gap by focusing on the study of consumers’ continuous intentions regarding the use of an e-wallet service. We conducted an electronic questionnaire-based survey among 503 e-wallet users in Palestine. Using structural equation modeling to analyze the conceptual model of the study, our results confirm that satisfaction, trust, and perceived usefulness have a significant impact on consumers’ continuous intention regarding e-wallet. In addition, the study found that perceived security has an insignificant impact on consumer satisfaction. The study has several implications: E-wallet providers should improve their services in terms of performance, privacy, and security to ensure customer loyalty in this competitive industry.

How Micro-Lectures Improve Learning Satisfaction and Achievement: A Combination of ECM and Extension of TAM Models

This study aimed to examine the potential of micro-lectures as effective technology-based learning media in mathematics. It proposed a hypothesis that using micro-lectures affects learning satisfaction and achievement in mathematics. Data were collected using a questionnaire developed from the acceptance model theory (TAM) and the extended Expectation Confirmation Model (ECM). Respondents comprised 233 students from six classes that used micro-lectures to learn mathematics for one semester at a public junior high school. The data were analyzed quantitatively using structural equation modeling assisted by SMART PLS 3.0 software. The results showed that perceived usefulness was the most significant factor in the learning achievement. Student attitude towards micro-lectures was the strongest positive factor in learning satisfaction. Furthermore, the proposed model explained 76.9% and 77.3% of the factors related to learning and satisfaction in using micro-lectures, respectively. It implies that micro-lectures affect learning satisfaction and achievement in mathematics. These results indicate that using micro-lectures in mathematics lessons increases learning satisfaction and achievement. They could assist schools, teachers, and local education ministries in planning, evaluating, and implementing micro-lectures in teaching and learning activities to improve education quality.

Tourists’ post-adoption continuance intentions of chatbots: integrating task–technology fit model and expectation–confirmation theory

PurposeDespite the proliferation of service chatbots in the tourism industry, the question on its continuance intentions among customers has largely remain unanswered. Building on an integrated framework using the task–technology fit theory (TTF) and the expectation–confirmation model (ECM), the present study aims to settle this debate by investigating the factors triggering customers to continue to use chatbots in a travel planning context.Design/methodology/approachThe research followed a quantitative approach in which a survey of 322 chatbot users was undertaken. The model was empirically validated using the structural equation modelling approach using AMOS.FindingsThe results reveal that users’ expectations are confirmed when they believe that the technological characteristics of chatbots satisfy their task-related characteristics. Simply, the results reveal a significant and direct effect of TTF on customers’ confirmation and perceived usefulness towards chatbots. Moreover, perceived usefulness and confirmation were found to positively impact customers’ satisfaction towards chatbots, in which the former exerts a relatively stronger impact. Not surprisingly, customers’ satisfaction with the artificial intelligence(AI)-based chatbots emerged as a predominant predictor of their continuance use.Practical implicationsThe findings have various practical ramifications for developers who must train chatbot algorithms on massive data to increase their accuracy and to answer more exhaustive inquiries, thereby generating a task–technology fit. It is recommended that service providers give consumers hassle-free service and precise answers to their inquiries to guarantee their satisfaction.Originality/valueThe present work attempted to empirically construct and evaluate the combination of the TTF model and the ECM, which is unique in the AI-based chatbots available in a tourism context. This research presents an alternate method for understanding the continuance intentions concerning AI-based service chatbots.

Factors affecting sustainability of smart city services in China: From the perspective of citizens’ sense of gain

The citizen-centric smart city has become an essential paradigm for dealing with the problems caused by rapid urbanization. The Chinese government proposed enhancing citizens' sense of gain to achieve the citizen-centric development goal. To develop a more realistic improving path for the sustainability of smart city services (SCS), it is necessary to clarify the factors that affect citizens' sense of gain of smart city services (CSGSCS). To achieve this objective, 9 hypotheses were developed based on the modified expectation confirmation theory. Hypothesis testing, mediating effect testing, and heterogeneity analysis was conducted based on data collected from Nanjing citizens. The results indicate that: 1) Expectation-Perception Performance, including Content of SCS, Channel of SCS, and Support of SCS, all have positive direct effects on CSGSCS; 2) Expectation Confirmation directly affects CSGSCS and mediates the positive effect of the Expectation-Perception Performance on CSGSCS; 3) Heterogeneity of age and usage frequency have significant effects on CSGSCS. Finally, three policy implications were proposed, including encouraging citizens to participate in SCS supply, bridging the digital divide created by SCS, and improving the policy and legal system on SCS. This research enriches the academic framework and provides guidance for sustainable supply of SCS in similar cities around the world.

The Role of Personality and Top Management Support in Continuance Intention to Use Electronic Health Record Systems among Nurses.

This study examines nurses’ Continuance Intention (CI) to use electronic health records (EHRs) through a combination of three conceptual frameworks: the Unified Theory of Acceptance and Use of Technology (UTAUT), the theory of expectation-confirmation (ECT), and the Five-Factor Model (FFM). A model is developed to examine and predict the determinants of nurses’ CI to use EHRs, including top management support (TMS) and the FFM’s five personality domains. Data were collected from a survey of 497 nurses, which were analyzed using partial least squares. No significant relationship was found between TMS and CI. The study revealed that performance expectancy significantly mediated the influences of two different hypotheses of two predictors: agreeableness and openness to testing CI. A significant moderating impact of conscientiousness was found on the relationship between performance expectancy and CI and the relationship between social influence and CI. The findings of this study indicated that rigorous attention to the personality of individual nurses and substantial TMS could improve nurses’ CI to use EHRs. A literature gap was filled concerning the mediating effects of performance expectancy on the FFM-CI relationship, and the moderation effects of Conscientiousness on UTAUT constructs and CI are another addition to the literature. The results are expected to assist government agencies, health policymakers, and health institutions all over the globe in their attempts to understand the post-adoption use of EHRs.

Exploring the Influential Factors of Continuous Online Shopping Intention

This study explores consumers' continuous intention regarding online shopping in Taiwan. The technology acceptance model and expectation confirmation model are integrated to explore the influential factors in the continuous online shopping intention. A total number of 236 samples were collected from an online survey and analyzed using structural equation modeling with the partial least squares approach. The integrated model has good explanatory power (73.8%) to predict the continuous intention of online shopping. The results indicate that satisfaction, attitude, and perceived usefulness have a significant influence on continuous intention. Attitude has large effect size and is found to be the most significant continuous intention predictor. Confirmation and perceived ease of use indirectly influenced continuous intention through satisfaction and attitude, respectively. Perceived usefulness affects consumers' attitudes more than making online shopping easy to operate. The implications of this research are also discussed.

EFFECT OF BEHAVIOR CHANGE TECHNIQUES ON USERS' CONTINUANCE INTENTION OF HEALTH MANAGEMENT APPS

With the explosive growth of global consumer needs for mobile health services, health management applications (HM APPs) have aroused extensive social attention. Most of the existing studies have been based on Expectation Confirmation Theory, whereas few studies have explored the intention of continued use of HM APPs from the technology appropriateness perspective. This study empirically analyzed the impact of behavior change techniques (BCTs) on the continuance intention (CI) of HM APPs users by using the Partial least squares structural equation model. Data were collected from a sample of 334 Chinese users. Results demonstrate that appropriate matching of BCTs plays a notable determinative role on user CI; perceived usefulness, satisfaction, and perceived switching cost (PSC) have significant positive effects on user CI and play mediating effects between BCTs and CI. It is also found that BCTs are significant predictors for user PSC, but the positive effect of satisfaction on user PSC is insignificant. This study reveals the mechanism of how BTCs influence the users’ decision on whether or not to continue using HM APPs. The proposed implications can serve as a reference for academics and practitioners. Keywords: Behavior change techniques, health management APPs, continuance intention, expectation-confirmation theory