Expectation-confirmation Model Research Articles

User’s Continuance Intentions of Digital Payment Based on Expectation-Confirmation Method and Trust

Since the Covid-19 pandemic entered Indonesia in 2020, people have started to switch from cash/traditional payments to digital payments with aim to reduce direct physical contact. Digital payment that currently booming is Qris payment method, which offer convenience and speed in transactions. This study aims to look at user continuance intention on using digital payments using the Expectation-Confirmation Model (ECM) approach. In this volatility, uncertainty, complexity, and ambiguity (VUCA) era, this study adapt the concept of trust in technology adoption. Based on the literature study that has been collected, researchers obtain several variables that can influence user intentions to continue using digital payments, including: confirmation, perceived usefulness, satisfaction, information quality, perceived privacy protection and security, trust, and continuance intention.

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.

A multi-theoretical view on social media continuance intention: Combining theory of planned behavior, expectation-confirmation model and consumption values

This research introduces an innovative multi-theoretical model that combines Expectation-Confirmation Theory, Theory of Consumption Values, and Theory of Planned Behavior.The model sheds light on the intricate determinants influencing users' intentions to continue engaging with social media platforms as a post-adoptive behavior. Drawing upon data collected from 425 valid survey responses, this study affirms the effectiveness of this combined model in predicting users' intentions to persist in using social media and emphasizes the central importance of the Theory of Planned Behavior constructs. The theory of Planned Behavior emerges as the primary driver shaping users' intention for continued social media use, surpassing the significance of the Theory of Consumption Values and Expectation-Confirmation Theory constructs. Furthermore, this study enriches our comprehension of the profound importance of all types of consumption values in the social media context, unveiling a hierarchy of these values and their varying impact on users' intentions to maintain their social media engagement. By embracing users' perspectives across a diverse array of social media platforms, this research enhances the generalizability and applicability of its findings, ensuring their relevance in diverse social media contexts. Additionally, the study delves into the moderating role of social media experience, unveiling intriguing dynamics in user behavior and elucidating the distinctions between experienced and less experienced users in their social media usage patterns. The paper explores the theoretical, methodological, practical, and social implications of these findings.

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.

What determines digital accounting systems’ continuance intention? An empirical investigation in SMEs

This research aims to investigate the factors that determine the intention to continue using digital accounting systems (ICU-DAS) among small and medium-sized enterprises (SMEs). With the increasing adoption of digital technologies in accounting, it has become imperative to understand the factors that influence the decision of SMEs to continue using these systems. By examining the continuance intention, this study contributes to the existing literature on technology acceptance and provides valuable insights for SMEs and accounting professionals. The information systems success model (ISSM), the technology acceptance model (TAM), the expectation-confirmation model (ECM), and a model that combines ISSM, TAM, and ECM were all used and compared in this study to look into the factors that affect ICU-DAS. The research methodology involves a quantitative approach utilising a survey questionnaire distributed among SMEs that implement digital accounting systems. The survey is designed to gather data on the key determinants of continuance intention, including system quality (SQ), information quality (IQ), perceived usefulness (PU), perceived ease of use (PEU), satisfaction (S), and confirmation (CON). The collected data were analysed via structural equation modelling (SEM). The findings revealed that the synthesised model had higher explanatory power than ISSM, TAM, and ECM. The findings implied that SQ, IQ, PU, PEU, and satisfaction are significant factors in ICU-DAS. The research concluded with a set of implications and directions for future research.

Predicting Intention to Continue Using E-Tourism Technologies amidst Covid-19 Endemic: A PLS-SEM Approach

After almost two years of stalling, the tourism sector is now thriving as we move into the Covid-19 endemic phase, making travel safer. Therefore, continuous use of personalized immersive technology that can deliver timely information and shield users from the outbreak is essential. This study looks at how travellers intend to continue using e-tourism technologies which include augmented reality, social media, smartphone apps, smart technologies, websites and reservation systems. Purposive sampling was used to select 200 respondents who were above 18 years old to participate in a survey that was based on the Expectation-Confirmation Model. The acquired data was then examined using PLS SEM for hypothesis testing. The results showed that satisfaction with e-tourism technologies was the most significant predictor of motivation to keep using such technologies. Further discussion includes contributions to the field of knowledge as well as for players, developers and service providers in the tourism sector.

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.

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.

Examining the Determinants of the Customer’s Continuance Intention in Mobile Banking: Integrating ECM and D&M Model

The purpose of the study is to investigate the determinants of the customer’s continuance intention (CIN) behavior to use mobile banking applications. The study established and validated an extended framework based upon the combination of expectation-confirmation model (ECM) and DeLone & McLean information system success model (D&M Model) by including trust and self-efficacy. A total number of 448 users of mobile banking participated in this research. Based upon the applicable data gathered from a survey, structural equation modeling (SEM) was used to test the proposed research. The results indicate that perceived usefulness, confirmation, system quality, and information quality are the main predictors of satisfaction (SAT). Furthermore, the results revealed that SAT, trust, and self-efficacy have significant impact on CIN.

E-Learning in the Postpandemic Era: A Case Study in Taiwan

The COVID-19 pandemic is pressing educational institutions across the globe to transfer rapidly from face-to-face learning to e-learning. However, e-learning has some multifaceted problems waiting to be solved and optimized. This study uses a survey questionnaire to collect research data. By integrating two predictors and four moderators into expectation-confirmation model, this article develops a causal research model and studies the continuance intention of using e-learning after the pandemic and how we can optimize online learning systems to benefit the traditional education systems in the long term. This article fills the literature gap of studies on IS continuance intention of e-learning from a problem-driven perspective. Based on the research results, this article suggests policy-makers and educators not only develop continuous training for both instructors and students on e-learning to enhance their ability and acceptance of e-learning systems but also build a more comprehensive technical environment to accelerate the adoption as well as to increase the continuance usage intention of e-learning systems. In addition, high-quality educational designs of e-learning that contain interaction mechanisms and customizations according to students’ perceptions and attitudes toward e-learning are needed. We also call on scholars from around the globe to continue investigating the critical factors of e-learning adaptation and online educational environment optimization for proposing better solutions to counter crises similar to the COVID-19 pandemic in the future.

Customers Loyalty in Malaysian Retail Bank Sector from the Perspective of Equity Theory and Expectation-Confirmation Model: A PLS-SEM and NCA Approach

Purpose: The retail banking market has witnessed substantial changes over the years due to new technological advancements, increased regulations, and the rise of digital channels. Meeting customer expectations stands out as a key challenge for sustainable growth of the industry. This examines the impact of service quality, customer knowledge management, and confirmation on customer satisfaction within the domestic retail banking sector. Furthermore, it seeks to explore the association between customer satisfaction and customer loyalty in retail banking.
 Design/Methodology/Approach: Self-administered questionnaires were distributed to retail banking customers in the Klang Valley using convenience and purposive sampling techniques. A total of 268 samples were obtained for data analysis with the Structural Equation Modelling (SEM) and Necessary Condition Analysis (NCA).
 Findings: The study’s results validated the strong connection between service quality, customer knowledge management, and confirmation with customer satisfaction in Malaysian retail banks. Additionally, customer satisfaction has significant impact on customer loyalty. The NCA outcomes further substantiate these findings, highlighting the significant role of customer knowledge management, service quality, and confirmation as significant factors affecting customer satisfaction in Malaysian retail banks.
 Implications/Originality/Value: This study offers valuable insights for academia to better understand this area as well as allows sector stakeholders to improve and sharpen their competitive edge in the market.

Predictive Model for Factors Influencing Students’ Continuance Usage Intention on a Gamified Formative Assessment Application

Formative assessments help students identify their strengths and weaknesses as well as the target areas that need work. Meanwhile, the success of gamification implementation in mobile learning (m-learning) applications has been proven by many research associated with technology acceptance. However, studies on the technology post-acceptance phase are scarce. Deploying gamification concepts in competency-based education and assessment method, aim to diversify the game dynamics usage in new and practical areas such as technical and vocational education. Therefore, this study focused on the development of a predictive model for a gamified m-learning application that extends the Expectation Confirmation Model (ECM) with perceived enjoyment. This study applied a correlational research design on the students of Technical and Vocational Education and Training (TVET) based diploma programmes in one of Malaysian public university. An online survey was conducted, and garnered 269 responses, which were used in the final analysis based on the Partial Least Square-Structural Equation Modelling (PLS-SEM). The findings showed that all the factors in the model, which are the confirmation of expectation, satisfaction, perceived usefulness and perceived enjoyment, appeared to be significantly influencing the students’ continuance usage intention towards the gamified m-learning application as well as jointly explained 64.6% (R2) of the changes. The addition of variable perceived enjoyment provided an increment of 2.7% compared to the R2 value of the original ECM model. Most importantly, the proposed extended ECM proved to be a reliable prediction model when the Q2 values for continuance use intention and perceived usefulness displayed strong predictive accuracy, having 0.368 (Q2) for both variables, while satisfaction showed moderate strength with the value of 0.305 (Q2). Therefore, the predictive model is reliable to be used to investigate future usage and effective designs of gamified m-learning products among the technical and vocational education students in other Higher Education Institution (HEI).

The Antecedents of Mobile-Assisted Language Learning Applications Continuance Intention

The purpose of the research is to analyze the factors that influence the continuance intention to use Mobile-Assisted Language Learning (MALL) applications in the context of language courses in Indonesia. The study aims to understand the key factors that contribute to users' intention to continue using MALL applications, particularly in the context of the COVID-19 pandemic and the shift towards online and remote language learning. The research used the expectation-confirmation model and self-determination theory. Moreover, the research utilized a mixed-methods approach to achieve its objectives. A quantitative approach was employed, involving a survey with 445 respondents who had experience using MALL applications. The survey data was then analyzed using covariance-based structural equation modeling. Additionally, qualitative research was conducted through interviews with 17 respondents to gain a deeper understanding of rejected hypotheses and gather qualitative insights. The most important results of the research include identifying the factors that influence the continuance intention to use MALL applications. The study found that users' perceived usefulness of the application, their satisfaction with its usage, and their self-regulation ability significantly influence their intention to continue using MALL. These findings highlight the importance of these factors in shaping users' decision to persist with MALL applications for language learning. By understanding the factors that influence users' intention to continue using MALL, educational institutions and application providers can improve their offerings and tailor them to meet the needs and expectations of learners. This research advances the e-learning area by shedding light on the factors that influence the continuance intention to use MALL applications. By uncovering the importance of perceived usefulness, satisfaction, and self-regulation ability, the study contributes to the understanding of user behavior and decision-making in the context of e-learning. The findings can inform the design and implementation of MALL applications, leading to more engaging and effective language learning experiences in online and remote settings. This research contributes to the advancement of e-learning practices by providing evidence-based insights into the factors that drive user intention and adoption of technology in language learning.

Assessing of The Continuance Intentions to Use Fintech Payments, an Integrating Expectation Confirmation Model

Assessing of The Continuance Intentions to Use Fintech Payments, an Integrating Expectation Confirmation Model

Unveiling the Confirmation Factors of Information System Quality on Continuance Intention towards Online Cryptocurrency Exchanges: The Extension of the Expectation Confirmation Model

This study is based on the Expectation Confirmation Model and the Information System Success Model to evaluate the influence of perceived usefulness and satisfaction towards online cryptocurrency exchanges. Therefore, this study deconstructs the “confirmation” component of the information system continuous use model into three different components: confirmation of information quality, confirmation of system quality, and confirmation of service quality, to investigate the factors that influence the desire to use online cryptocurrency exchanges continuously. This research used a questionnaire methodology, with data collected from 248 users of cryptocurrency platforms. This study found that perceived usefulness and satisfaction significantly correlated with continuance intention. Furthermore, information quality, system quality, and service quality significantly correlated with perceived usefulness and satisfaction. Finally, perceived usefulness was found to be significantly correlated with satisfaction.

Discount Coupons Versus Trust and Satisfaction—Which is Better for M-Commerce?

Online shopping apps offer discounts with the help of coupons which have been shown to be highly effective, especially, in the case of mobile commerce. However, the mechanism of attracting customers via discounting and its effect on the adoption of mobile shopping apps have not been studied in detail. We explored the important antecedents for continued usage intention of mobile shopping apps. Further, we explored the effect of coupon proneness via the expectation confirmation model. We have explored the mediating role of trust and moderating role of coupon proneness on the relationship between satisfaction and intention of continued usage. We found direct and indirect linkages of satisfaction, confirmation of expectations, perceived usefulness and trust and coupon proneness with continued usage intention. Results indicated that trust partially mediates the relationship between satisfaction and continued usage intention, and coupon proneness negatively moderates the relationship between trust and continued usage intention. Our study shows that coupons are effective in the short run but satisfaction and trust building are important for long-term strategy. Some personality traits can have an impact on the findings which have not been part of this study. Future research can expand and validate these findings.