Expectation Confirmation Research Articles

Understanding loyalty towards Facebook and the mediating role of trust: an expectation confirmation theory perspective

Understanding loyalty towards Facebook and the mediating role of trust: an expectation confirmation theory perspective

The influence of information security factors on the continuance use of electronic wallet

Electronic wallet (e-wallet) has become one of the emerging financial technologies. This study aims to analyze the influence of information security on the continued use of e-wallets in Indonesia using the expectation confirmation model (ECM). We involved 522 e-wallet users and processed the data using partial least square equation modeling. The results indicate that information provided, user privacy, encryption, and transaction process affect perceived security. Perceived security affects confirmation and satisfaction and satisfaction influences continuance intention. This study provides user perspectives on security factors to ECM and can be used as a reference for e-wallet providers in evaluating their services.

From Freemium to Premium App Services: The Expectation Confirmation Model and Two-Factor Theory

From Freemium to Premium App Services: The Expectation Confirmation Model and Two-Factor Theory

Explaining Chinese Consumers' Continuous Consumption Intention toward Prepared Dishes: The Role of Perceived Risk and Trust.

With the rapid development and the increasing importance of the consumer market of prepared dishes in China, it is imperative to study the formation mechanism of Chinese consumers' continuous consumption intention (CCI) toward prepared dishes for promoting the sustainable development of Chinese prepared dishes industry. The aim of this study is to study the formation mechanism and the role of perceived risk and trust in it. Based on the Expectation Confirmation Model, this study constructed a model of continuous consumption intention of prepared dishes by introducing perceived risk and trust. 381 adult consumers were surveyed and the data was analyzed by an Exploratory Factor Analysis and the Partial Least Squares Structure Equation Model. The results showed that: (1) The confirmation of expectation had a significant positive impact on trust and satisfaction, a significant negative impact on the perceived risk (PR). Trust and satisfaction had a significant positive, while PR had a significant negative, impact on CCI. (2) The dimensions of PR included social, health, quality, psychological and purchasing risk, among which quality risk had a significant negative impact on CCI. (3) All dimensions of trust (ability, integrity, benevolence and government trust) had a significant positive impact on CCI, among which integrity trust played the most important role. (4) Overall, trust had a significant negative impact on PR. Benevolence trust could mitigate all dimensions of PR, integrity trust could mitigate all dimensions of PR except health risk, and ability trust, government trust could only mitigate quality risk. Therefore, the enterprises should pay high attention to the quality of their products and the establishment and maintenance of consumer trust, and the government should establish an authoritative image.

The mechanism analysis on the farmers’ motivation of using the quality traceability system based on TAM-ECM model

The quality traceability system for agricultural product plays an important role in tracing the production history or flow of agricultural products in China. At present, the quality traceability system is facing the problem of limited coverage and promotion. Understanding the continuous usage behavior of users can help solve this problem. This study constructed a model integrating TAM-ECM to analyze the mechanisms affecting the continuous usage intention and behavior of users of the quality traceability system, using PLS analysis method and survey data from 197 users of the GanNan navel orange quality traceability system with a usage time of up to two years. The results show that both satisfaction and usage habits directly promote the continuous usage of the quality traceability system. Lowering transaction costs significantly improves perceived value and satisfaction, and has a greater direct impact on satisfaction. Expectation confirmation level has a positive effect on perceived value, and lowering transaction costs also enhances perceived value. Perceived value、transaction cost, and satisfaction are important factors driving the continuous usage of the quality traceability system by users. The research findings provide a reference basis for the government to develop policies to attract users to use the quality traceability system for agricultural product.

Determinants of satisfaction and continuance intention towards online food delivery service users in Indonesia post the COVID-19 pandemic

The COVID-19 pandemic has resulted in behavioural changes in the way people consume food in Indonesia, because people tend to use online food delivery (OFD) services to order food after the pandemic. In line with this, application-based OFD service providers in Indonesia such as GoFood, GrabFood, ShopeeFood, and others are growing year after year, creating competition among OFD service providers. On the other hand, now that the COVID-19 pandemic condition has begun to improve, people may return to ordering food in the traditional manner, namely by visiting restaurants directly without using the OFD service application. As a result, it may jeopardize the stability of the OFD service business. As a result, the purpose of this study is to investigate the factors that influence the satisfaction and intent of OFD service users in Indonesia to continue using OFD services in the future. The Unified Theory of Acceptance and Use of Technology (UTAUT2), Expectancy Confirmation Model (ECM), online review, online rating, and online tracking were all combined to do structural equation modeling (SEM) using the PLS-SEM approach. Data were gathered using an online poll of 325 respondents who have used OFD services. According to the findings of the structural model analysis, effort expectancy, hedonic motivation, price-saving orientation, and confirmation all have a direct impact on the level of satisfaction of OFD service users. Meanwhile, performance expectancy, habit, online review, and satisfaction all influence the intention to continue using OFD services. The findings of this study can be used as a reference for OFD service providers as a service improvement strategy, as well as to expand the literature on consumer behaviour regarding OFD services and provide a foundation for future research.

A dark side of retargeting? How advertisements that follow users affect post-purchase consumer behavior: Evidence from the tourism industry in Saudi Arabia

This study aims to explore the complex effects of post-purchase retargeting ads on consumer behavior, with a focus on expectation confirmation, satisfaction, and repurchase intentions. Additionally, it examines the influence of time spent online on these effects. Anchored in expectation confirmation theory (ECT), the study analyzes responses from 396 Saudi Arabian e-tourism customers who encountered competitive retargeting ads after purchasing an e-tourism package. The analysis employs partial least squares structural equation modeling (PLS-SEM) and multigroup analysis (MGA) to test the hypotheses. A notable finding is the direct negative impact of retargeting ads on expectation confirmation: increased exposure to such ads post-purchase seems to diminish the perception that initial expectations of the product or service are being met. The negative effect of these ads also indirectly influences satisfaction and repurchase intentions. Furthermore, the MGA results indicate variations in this negative impact based on the time spent online. Specifically, the more time consumers spend online, the stronger the negative impact, leading to a significant decrease in satisfaction and repurchase intentions. These insights reveal the complex nature of post-purchase retargeting ads and underscore the importance of accounting for consumers’ online behavior. They offer valuable direction for marketers to refine retargeting strategies to better resonate with consumer expectations.

Framework for the Assessment of Virtual Archival Systems and Provision of Virtual Archival Services for Environmental Sustainability in South Africa

Archival records/resources in electronic and those that only existed in physical formats have been made available to a larger audience and received much more usage as a result of digitization and remote accessibility. Virtual archives can help to reduce the environmental impact of traditional archival practices by storing and sharing information digitally rather than physically. The aim of this paper is to assess and develop a framework for the delivery of a virtual archive system tailored to the needs of both users and archival institutions for the promotion of environmental sustainability especially in developing countries. The qualitative research explained user expectations and perspectives on the provision of a newly established electronic archival system for the provision of virtual archive services at an archival institution in the City of Cape Town. This paper anchored on the Expectation Confirmation Theory proposed the Virtual archival systems expectations and satisfaction (VASES) framework to identify electronic archival system users’ expectations, measure perceived performance of electronic archival systems, and assess confirmation and satisfaction.

Determinants of Continuous Usage Intention in Community Group Buying Platform in China: Based on the Information System Success Model and the Expanded Technology Acceptance Model.

Community group buying is a new retail model with broad development prospects. The community group buying model in China has brought obvious social and economic benefits. However, the continuous usage rate on some community group buying platforms is relatively low. Consumers' continuous usage intentions are closely related to the sustainable development of community group buying platforms. Therefore, this study integrates the information system success model (D&M model) and the expanded technology acceptance model (TAM) to construct a research model that explores the factors influencing consumers' continuous usage intentions from both the platform's and consumers' perspectives. The survey data involving 418 respondents who used community group buying platforms were developed and analyzed for structural equation model (SEM) testing. The results show the following: (1) Perceived usefulness, perceived ease of use, service quality, perceived trust, expectation confirmation, and subjective norms significantly affect continuous usage intention. (2) Subjective norms are significantly related to continuous usage intention. Perceived usefulness, perceived ease of use, service quality, perceived trust, and expectation confirmation indirectly affect continuous usage intention through user satisfaction. This research provides a new perspective for the theoretical research of community group buying and helps to promote the sustainable development of community group buying platforms in management practice.

Examining the Effects among Motivation Needs, Satisfaction, and Instagram Continuance Intention in Malaysian Students

While social media platforms, notably Instagram, have gained traction among university students, this study sought to understand factors influencing their continued use among a segment of Malaysian university students. The primary purpose of this study was to examine the role of satisfaction (SAT) as a mediator in the relationship between various types of motivational needs and the continued intention (CI) to use Instagram. The motivational needs under study included cognitive needs (CN), affective needs (AN), personal integrative needs (PIN), social integrative needs (SIN), and escape needs (EN). This research was built on the foundations of the Uses and Gratifications Theory (UGT) and Expectation Confirmation Theory (ECT). Using a non-probablistic sampling strategy, this study gathered data via questionnaires from a sample of 384 students from six selected universities in Klang Valley. Within the scope of the research sample, a key finding emerged: SAT notably mediates the relationship between CN, SIN, PIN, and CI. This finding illustrates the pivotal role of SAT in the context of UGT and ECT, suggesting that SAT derived from Instagram usage is a critical factor in explaining the sustained engagement of university students, based on specific motivational needs. Within the context of this study's sampled participants, this result offers insights into how SAT, influenced by distinct motivational needs, may impact the intention to continue using Instagram. In practical terms, these insights may assist social media platform developers and educational institutions in understanding and addressing the satisfaction and engagement levels of university users. Simultaneously, the quota sampling strategy employed in this study serves as a valuable model for future research in similar contexts. However, this study recommend that future research expand the sample to include a broader cross-section of Malaysian university students to enhance representativeness and generalizability.

An analysis of users’ continuous use intention of academic library social media using the WeChat public platform as an example

PurposeThis study aims to discover the factors which influence user satisfaction levels and their continuous use intention (CUI) of academic library social media, and then considers how to promote and improve further work on library social media to reduce user churn and increase user satisfaction.Design/methodology/approachAn updated DeLone and McLean information systems success (D&M ISS) model and the expectation confirmation model for information systems continuance (ECM-ISC) with new variables of emotions are used to examine the factors which influence user satisfaction levels and CUI of academic library social media through 445 questionnaires. Partial least squares structural equation modelling was used to analyse the data and presented in tables.FindingsThe results show that information quality, system quality and emotions affect user satisfaction and CUI, and reveal that emotions can affect that most obviously.Research limitations/implicationsThe WeChat public platform is mainly used in China, so the study only focuses on Chinese academic libraries. There are still limitations on the settings of observed variables which cannot cover all the causes of users’ positive and negative emotions. In addition, although the respondents of this questionnaire can represent academic library users, 445 samples are still fairly low in contrast to the great number of academic library WeChat public platform users.Originality/valueThis study integrates ECM-ISC and D&M ISS models, adds positive and negative emotions as new variables, to broaden the application scope of these models, and demonstrates the applicability of these two models in the fields of researching academic library social media, expanding and deepening related theories above. This also provides practical reference for academic libraries on how to improve user satisfaction and CUI of academic library social media and academic library WeChat public platforms, promoting the development of academic library social media.

A protective buffer or a double-edged sword? Investigating the effect of “parasocial guanxi” on consumers’ complaint intention in live streaming commerce

The buyer-seller relationship in live streaming commerce is crucial especially in service failure situations, yet it has been underexplored. In this paper, we reconceptualized the relationship between consumers and sellers in live streaming commerce as “parasocial guanxi”, which consists of ganqing (emotional attachment), xinren (trust) and reciprocal value. The effects of parasocial guanxi on consumer dissatisfaction and complaint intention in service failure situations were further investigated based on the expectation confirmation theory. Our study involved 425 valid questionnaires and employed the partial least squares structural equation method (PLS-SEM). The findings are mixed: on one side, parasocial guanxi acts as a buffer, mitigating dissatisfaction and complaint intention in the face of product or service problems and reducing the impact of disconfirmation on consumer dissatisfaction. On the other side, it may also increase the likelihood of dissatisfied consumers complaining. Furthermore, the buffering effect weakens as consumers make more frequent purchases. The findings have important theoretical and practical implications for understanding the buyer-seller relationship in live streaming commerce.

Unveiling the Dynamics of Expectation, Flow, Enjoyment, and Satisfaction: Drivers of Continued Subscription Intentions Among Netflix Users

"Research Aims: This study investigates the determinants impacting the intention of Netflix users to continue using the platform. By leveraging the extended Expectation-Confirmation Model of continued IT usage and hedonic variables, including Confirmation, Flow, Perceived Usefulness, Perceived Enjoyment, and Satisfaction, the research aims to discern the most influential factors. Design/Methodology/Approach: The research recruited 271 participants through non-probabilistic purposive sampling, targeting Indonesian Netflix subscribers active within the preceding six months who were at least 17 years old at the time of the study. Covariance-based Structural Equation Modelling was employed to analyse the collected data. Research Findings: User enjoyment and Satisfaction mediate the relationships between Flow and Confirmation with Netflix's continuance intention. Flow emerges as the preeminent determinant of continuance intention among the exogenous variables. While Flow's influence on continuance intention is mediated by Satisfaction and Enjoyment, there is no direct effect between Flow and Satisfaction. Perceived Usefulness exhibits no substantial correlation with continuance intention. Theoretical Contribution/Originality: This research underscores the pivotal role of Flow in driving enjoyment and continuance intention within video subscription services like Netflix. Managerial Implications in the South East Asian Context: The study offers insights into the preferences and behaviours of Netflix users in the Southeast Asian context, employing Indonesia as a focal point. This valuable information equips Netflix and other regional SVOD providers to strategically enhance their offerings and services. Research Limitations & Implications: To enhance the robustness of the findings, future research should encompass broader and more diverse populations for comparative purposes. Including new variables, such as digital piracy and perceived ease of use, would contribute to a comprehensive understanding of the dynamics at play. Keywords: Technology Acceptance Model, Expectation Confirmation Model, Flow, Continuance Intention, Netflix"

가치기반 수용모델(VAM) 및 기대일치모델(ECM)을 적용한 온라인 여행사(OTA)의 지각된 가치 인식이 이용자의 지속적 사용의도에 미치는 영향

Looking at online travel agency users, the objectives of this study were (1) to derive the subfactors of perceived benefits and perceived sacrifices and (2) to identify antecedents to intention to continue using the service, level of satisfaction with it, and degree of confidence in expected outcomes. The Value-based Acceptance Model (VAM) and the Expectation Confirmation Model (ECM) provided theoretical underpinnings. Descriptive statistics were used to identify the sample's characteristics, and structural equation modeling was used to test the model fit and the relationships between the constructs. The subfactors of perceived benefits were usefulness, enjoyment, and economic benefits, whereas perceived sacrifices consisted of security risks, financial risks, and service distrust. All subfactors of perceived benefits (i.e., usefulness, enjoyment, and economic benefits) exerted positive impacts on perceived value with usefulness being the most influential antecedent. Among the perceived sacrifice factors, security risks and service distrust negatively influenced perceived value. When users' OTA experiences coincided with their expectations, this promoted their perceived usefulness, which then enhanced their satisfaction. Perceived value positively impacted satisfaction and continued use intention.

Consumer adoption behaviour in ride-sharing economy: an integrated TAM-ECM framework

PurposeThe sharing economy is changing the way people use products and services, and the success of sharing-based apps like bicycle and automobile sharing has drawn a lot of interest across the world. The purpose of this research is to investigate the factors affecting the consumer's adoption of ride-sharing services.Design/methodology/approachWith this aim, the current study integrates the Technology Acceptance Model (TAM) and Expectancy Confirmation Model (ECM) with a further extension of consumer trust and social norms. Using a survey-based research design, data were collected from 558 respondents using multi-stage convenience sampling on 5 point Likert scale. Confirmatory factor analysis is conducted followed by structural equation modelling using IBM AMOS-22.FindingsThe findings of the study report crucial determinants for the consumer's continuance intention and actual use of these services. Perceived usefulness, consumer satisfaction, trust and subjective norms were found positively associated with the continuous intention to use ride-sharing services, whereas perceived ease of use was found to be insignificant. This study also highlights antecedents for the consumer's trust towards these services and found reputation, propensity to trust as a significant contributor whereas structural assurance was found insignificant to establish the trust among the users.Originality/valueThe research on consumer adoption towards ride-sharing services are meagre and this study adds the value to the field by integrating TAM and ECM model with further extension of consumer trust and social norms and empirically test the proposed model.

GENERATION Z CASHLESS PREFERENCES IN THE POST COVID-19 PANDEMIC ERA: IDENTIFYING THE CONTINUITY OF DIGITAL PAYMENT USAGE

This quantitative study aims to identify factors affecting the intention of continuity of digital payment use in Generation Z in the post-Covid-19 pandemic. Based on the concepts of ECM (Expectation Confirmation Model) and TAM (Technology Acceptance Model), perceived ease of use, usefulness, and satisfaction were selected as determining variables. Data were collected through questionnaires from 150 Generation Z respondents as digital payment users and tested based on the SEM-PLS technique using SmartPLS software version 4.0. This research has proven that perceived ease of use and satisfaction are the main factors for the continuance intention of digital payment use in Generation Z, especially in the post-Covid-19 pandemic. In contrast, perceived usefulness is not a significant predictor that affects the continuance intention of use. The results of this study are expected to contribute to the expansion of literacy and increase the development of digital payment systems to meet consumer needs in the current cashless era. Further research is needed in describing the continuance intention of digital payment use in Generation Z by adding more variables and increasing the sample to get better findings.

Pengaruh Knowledge Sharing Factor Terhadap Keberlanjutan Penggunaan E-Learning Pasca Covid-19

E-learning includes learning methods that use information technology and can be accessed via the internet, making it possible to learn remotely without face-to-face meetings. E-learning functions to implement knowledge management practices, especially in sharing knowledge. Studies on various knowledge-sharing factors influencing the adoption of e-learning in the post-pandemic context are still limited in the existing literature. Therefore, this study has the objective of developing an Expectation Confirmation Model by taking into account the factors of knowledge sharing (communication openness, personal trust, sharing motivation, use of technology, and perceptions of ease of use of technology) to test the viability of using e-learning, especially at Srivijaya University. This study uses the Partial Least Squares Structural Equation Modeling (PLS-SEM) method to test the validity of the developed model. Study data was collected from active students at Sriwijaya University who used or are currently using e-learning in lectures. The results of this study show that knowledge sharing factors, including openness of communication, personal trust, motivation to share, usefulness of technology, and perceived ease of use of technology, are important factors in determining the continued use of e-learning services at Sriwijaya University.

Why employees continue to use O2O food delivery services? Moderating role of sedentary behavior

Since the COVID-19 pandemic, online-to-offline food delivery service (O2OFDS) has become increasingly popular around the world. Employees constitute a major user segment of O2OFDS but are seldom studied from the perspective of consumer behavior. Digitalization has changed the way people work and live, making O2OFDS usage and sedentary behavior common among employees in various organizations. This study aims to investigate the factors influencing employees’ continued intention to use O2OFDS and the effect of sedentary behavior on their subsequent actual use. A research framework based on the expectation confirmation model was proposed, and a two-stage online survey was conducted in China, with 328 valid responses used in data analysis. Partial least squares structural equation modeling was adopted to analyze the data. The results suggest that satisfaction, perceived time-saving, perceived promotion, and desire for food positively affected employees’ continued intention to use O2OFDS. Furthermore, sedentary behavior was positively related to employees’ actual use of O2OFDS and weakened the effect of intention on actual use. The study offers insights for marketers to refine their strategies and enhance customer engagement, as well as for consumers, particularly those who are employed, to balance their use of O2OFDS.

Quality Factors That Influence the Continuance Intention to Use MOOCs

Abstract: Introduction: This study explored the relationship among various variables from an expectation-confirmation perspective to identify ways to increase learners’ continuance intention to use MOOCs. Using the expectation-confirmation model (ECM), we established the structural relationship among MOOC quality factors (system quality, service quality, information quality), perceived usefulness, expectation-confirmation, satisfaction, and continuance intention to use in the context of MOOCs. Methods: We surveyed learners who took the K-MOOC (Korean MOOC), an open online service that provides free courses to anyone. We collected a total of 352 datasets from K-MOOC courses opened at a 4-year university in Seoul and analyzed 349 surveys after preprocessing the data. We then employed structural equation modeling to analyze the data. Results: The quality of service and information positively affected expectation confirmation. Expectation confirmation significantly affected perceived usefulness and satisfaction, and perceived usefulness significantly affected satisfaction and continued intention to use MOOCs. Expectation confirmation had a mediating effect between information quality and continuance intention to use as well as between service quality and continuance intention to use. Conclusion: This study is a meaningful contribution that proposes a practical suggestion to ultimately increase the intention to continue using MOOCs by meeting users’ expectations regarding quality.

Empirical study on the factors influencing the successful aging of the middle-aged and older adult community volunteers.

The pursuit of successful aging is currently the most important research and policy issue in an aging society. Participating in voluntary services can help middle-aged and older adults recognize the positive value and benefits of social participation, feel a sense of happiness and accomplishment, and improve their overall life satisfaction, which can also contribute to successful aging. This study wants to understand whether the participation motivation and expectation confirmation of middle-aged and older adult volunteering will affect their continuous participation behavior and successful aging because of the satisfaction of actual participation? This study explores the factors related to middle-aged and older adult volunteering participation and their impact on successful aging. Middle-aged and older adult volunteering from the East Taiwan Community Development Association and community care centers were taken as the research objects. Convenience sampling was used to select volunteers who were over 45 years old (inclusive) and have participated in voluntary services over five (inclusive) times in the last 6 months. Respondents completed the questionnaire through self-completion or face-to-face interviews with the interviewer. The measurement tools include engagement motivation, expectation validation, satisfaction, ongoing engagement, and successful aging. A total of 536 questionnaires were distributed of which 498 were valid and 38 invalid. The questionnaire recovery rate was 92.91%. Statistical findings include: (1) Those who perceived that their health was good had a better successful aging status than those who perceived that their health was normal. (2) The volunteering participation motivation and expectation confirmation of middle-aged and older adults significantly affected their volunteer participation satisfaction. (3) Participation motivation and expectation confirmation predicted 50.8% of satisfaction. (4) Satisfaction predicted 47.1% of continuous participation. (5) Continuous participation and satisfaction had a predictive power of 65.1% for successful aging. This study confirms that the motivation and expectation of middle-aged and older adult to participate in volunteering will affect their continuous participation behavior and successful aging status through satisfaction. The research results can be used as a reference for the practical work plan of volunteering.