IS Continuance Model Research Articles

Understanding consumers’ continuous-use intention of crowdsourcing logistics services: Empirical evidence from China

Crowdsourcing logistics-based O2O (online to offline) has been increasingly implemented to help individuals or merchants tackle down the problem of intra city instant delivery in China. However, since insufficient control is imposed on free couriers, consumers are subjected to certain risks generated by the uneven service quality provided by free couriers, such that the continuous-use intention to adopt crowdsourcing logistics may be affected in an unexpected manner. A sampling survey was carried out in China's first- and second-tier cities, with 292 valid questionnaires collected. On that basis, the corresponding hypotheses were tested using the partial least squares (PLS) method. The findings of this study revealed that trust, perceived value, and satisfaction positively contributed to continuous-use intention, where trust contributed the most. Perceived risk exerted a significant negative effect on continuous use intention. Trust is capable of notably reducing perceived risk. Crowdsourcing logistics service quality is the critical driving variable of perceived value and satisfaction. Perceived risk has a negative moderating effect on satisfaction-continuous-use intention relationship, showing that the higher the perceived risk, the weaker the effect of satisfaction on continuous-use intention. Given perceived risk, a conceptual model was built by integrating e-CSI model (e-Customer Satisfaction Index Model) and PAM-ISC model (Post-acceptance Model of IS Continuance Model). From the integration, the findings of this study are expected to provide decision-making basis for crowdsourcing logistics platforms to help solve the “last mile” delivery problem.

Task-Technology Fit and ICT Use in Remote Work Practice During the COVID-19 Pandemic

This study examines the use of information and communications technology (ICT) in remote work practice during the COVID-19 pandemic by integrating task-technology fit theory and the post-acceptance model of IS continuance into a research framework. In addition, it operationalizes the technological characteristics of TTF (task-technology fit) with the technology acceptance model (TAM) and the diffusion of innovation (DOI) theory. The methodology to test the research model takes support from the partial least squares structural equation modeling (PLS-SEM) method using a sample of 320 employees. The results show that TAM significantly explains TTF. Furthermore, there is a positive impact of ICT use on individual and organizational performance. User satisfaction has the most significant effect on individual performance, organizational performance, and IS continuance intention. The authors provide some managerial implications for addressing the challenges of remote work related to ICT disruptions for the post-COVID-19 period.

Comparing Competing Systems: An Extension of the Information Systems Continuance Model

Although individual adoption and use of a single system has been examined extensively, little is known about how people evaluate and compare competing systems. In this paper, we discuss and test three alternative models underlying user comparison of competing systems: separate, crossover effect, and relative comparison processes. The separate comparison process proposes that users develop separate cognitive, affective, and conative evaluations toward each system, and the between-system comparison only occurs at the point of choosing a preferred system. The crossover effect comparison process posits that users not only perform separate evaluations for each system, but also consider the competitive effects when proceeding across cognitive, affective, and conative evaluation stages. In contrast, the relative comparison process postulates that users directly compare competing systems within each of the cognitive, affective, and conative evaluation stages. Based on the IS continuance model, we tested each of these three models using data collected from users of two competing instant messaging systems. Our results showed that the relative comparison process is the most parsimonious and the best model in terms of explaining the mechanisms underlying the comparison of system use by individuals. Theoretical and practical implications are discussed.

The effects of digital nativity on nonvolitional routine and innovative usage

PurposeThis study explores the differences between digital immigrants (DIs) and digital natives (DNs) in the continuance of routine and innovative information system use.Design/methodology/approachA quantitative survey was conducted with two different samples comprising 100 DIs and 152 DNs in mandatory information system use contexts. Data were analyzed with structural equation modeling to examine the hypothesized relationships in the research model.FindingsResults revealed differences among digital nativity groups. The effect of confirmation of expectations about system use on satisfaction is stronger for DNs whereas the effect on task–technology fit (TTF) is similar in both digital groups. Interestingly, significant differences between digital nativity groups occur in routine use. For DIs, TTF and habit are significant while for DNs, satisfaction significantly affects routine use. The results show no difference between digital native groups regarding innovative use.Originality/valueThis study extends the concept of digital nativity to routine and innovative system use, contributing to an enhanced understanding about the differences in information systems continuance (ISC) based on digital nativity. It also provides a fine-grained discussion of how to classify digital nativity and its impact in working contexts and extends the IS continuance model by considering two types of IS usage.

Consumers' Intention to Continue Using Cryptocurrency Mobile Wallets in Malaysia

In Malaysia, over RM 800 million transactions were processed in one cryptocurrency platform. The central bank of Malaysia has made e-payment one of its top targets to execute a cashless payment system. However, an in-depth analysis of the literature shows a dearth of research focusing on the influencers of cryptocurrency mobile wallet acceptance, especially the intention to use them continuously. Therefore, this study uses the Post-Acceptance Model of IS Continuance to determine the elements influencing the continuance intention of cryptocurrency mobile wallets in Malaysia. This research also investigates the impact of perceived security, effort expectations, and social influence on the intention to continue the usage of cryptocurrency mobile wallets. The empirical evidence from 106 current cryptocurrency respondents shows that: (1) perceived security and satisfaction are significant factors of continuance intention, and (2) performance expectancy, effort expectancy, and social influence are insignificant factors of continuance intention. It reveals perceived security as one of the critical elements in continuance intention in the cryptocurrency field.

The Impact of Coproduction Resentment on Continuation Intention

ABSTRACT Coproduction is defined as collaboration between an organization and the consumer in the design, marketing, or delivery of goods or services, which the consumer ultimately utilizes. While coproduction has existed for decades, the transition from a full-service to a coproduction environment, if not handled correctly, can be met with apprehension, resistance, or resentment by the consumer. The impact of coproduction resentment has received limited attention in information systems research. This study highlights the importance of including coproduction in the nomological net and explores the impact of coproduction resentment on continuance intention within the context of self-service technology, in particular self-checkout. A sample of 309 responses from individuals in the United States was collected using a survey instrument and crowdsourcing. Utilizing the IS continuance model as the theoretical lens, results indicate that coproduction resentment has a negative impact on both consumer satisfaction and continuance intention.

Understanding the role of webcare in the online buying service recovery context

ABSTRACT Electronic word-of-mouth (eWOM) and reputation are crucial in the online buying marketplace, because negative WOM can easily spread very quickly. Businesses are investing a lot in consolidating customer relationships in order to improve their services and eliminate negative eWOM. So far, many studies have been carried out on the issue of eWOM, with some scholars proposing the concept of Webcare to analyze how businesses operate and conduct eWOM. In fact, it is hard to provide service recovery for many online companies, because service failure cannot be made up immediately and efficiently. And there are few studies do empirically address the issue of Webcare in the online buying context. In this vein, following “A post-acceptance of IS continuance model” originated from Expectation Confirmation Theory (ECT), this present study proposed a research model of “A post-acceptance of service recovery continuance model” in the research context of service recovery. The findings showed that “Post-acceptance of IS continuance model” can be applied into the context of service recovery with a highly explanatory power. The study confirmed the antecedent role of Webcare in the “Post-acceptance of service recovery continuance (repurchase) model”, and found that the Webcare should be employed in all of the online buying process as the trigger of service recovery sequence to satisfied consumers, instead of post remedy after the service failure.

Where are young generation? What kind of social network attract them?

The purpose of this study is to explore the Instagram users’ behaviors since Instagram users are rapidly growing recently. This study is based on Bhattacherejee’s (2001) IS Continuance Model, and try to propose a behavioral scale for Instagram users. Then, providing a research model to explore the relationship between the reasons they used Instagram, attitude and future intention. There are two steps in this study; first, exploring the patters of Instagram users and building the behavioral scale. We take quantity methodology and in-depth interview since in-depth interview could help to find those constructs which are not found yet. Second, a survey was completed on university campus, and structure equation model method was applied in this study. Since majority of Instagram users are young generation, the study was aimed at college students. A university was selected for the participant, and stratified random sampling was adopted with two controlled variables (gender, and college). A total of 395 questionnaires were completed in the university. The findings indicated that the motivation of Instagram users were different from Facebook users. Based on the in-depth reviews, participants had two main reasons to addict with Instagram. One was for “interesting” and the other was for social bounds. For the theory based model, results showed mostly supporting the relationships. Results could also be applied for the related industries, for creating a marketing platform (e.g. Instagram) to promote new service or product. Nowadays, Instagram is newly virtual social media compare to Facebook, and the users’ behavioral patterns were different from them. Therefore, it is an essential issue should be focus for the society. Keywords: Social Network; IS Continuance Model; Instagram

Continuance Use of Cloud Computing in Higher Education Institutions: A Conceptual Model

Resource optimization is a key concern for Higher Education Institutions (HEIs). Cloud Computing, as the recent generation in computing technology of the fourth industrial revolution, has emerged as the main standard of service and resource delivery. As cloud computing has grown into a mature technology and is being rapidly adopted in many HEIs across the world, retaining customers of this innovative technology has become a challenge to the cloud service providers. Current research trends on cloud computing have sought to study the acceptance or adoption of technology; however, little research has been devoted to the continuance use in an organizational setting. To address this gap, this study aims to investigate the antecedents of cloud computing continuance use in HEIs. Hence, drawing on the prior literature in organizational-level continuance, this research established a conceptual model that extends and contextualizes the IS continuance model through the lens of the TOE framework (i.e., technological, organizational, and environmental influences). The results of a pilot study, conducted through a survey with information and communications technology (ICT) decision makers, and based on the proposed conceptual model, indicate that the instrument is both reliable and valid, and so point the way towards further research. The paper closes with a discussion of the research limitations, contribution, and future directions.

When it comes to Satisfaction … It depends: An empirical examination of social commerce users

Although reports on the success of social commerce indicate an astronomical growth in the next decade, understanding the complexities of the antecedents of its continuous use by consumers is limited. This study attempts to bridge this gap by using a mature IS continuance model in the social commerce context. The study also significantly extends this continuance model by theorizing and testing non-linear effects. The IS continuance model argues that all the links among confirmation, perceived usefulness, satisfaction, and continuance in the model are positive and linear. However, there is a strong theoretical basis to suggest that some relationships in the model are complex and non-linear, especially the antecedents and consequences of satisfaction. Perceived usefulness is modeled as a second order construct of social, hedonic, and utility benefits to more richly account for contexts relevant to making continuous use decisions for social commerce. Data from 531 current social commerce users provide support to our assertions. The results revealed quadratic relationships between perceived usefulness and satisfaction and between satisfaction and continuance use intentions. Perceived usefulness has a positive relationship with satisfaction for females and experienced social commerce users but an inverse-U relationship for males and inexperienced users. Satisfaction in turn has a positive relationship with continuance use intentions for females but an inverse-U relationship for males.

Exploring the Determinants of Digital Content Adoption By Academics: The Moderating Role of Environmental Concerns and Price Value

The study investigates the underlying motives facilitating users’ continuance intention for digital content in academic settings. Extending the expectation confirmation model of IS continuance (ECM-ISC), the study proposes a conceptual model by incorporating personal and technological antecedents of users’ continuance intention for digital content. In addition, users’ environmental concerns and price value are considered as potential moderators in the relationship between their satisfaction and continuance intention for digital content. An online survey was used to collect data from 311 digital content users of a large public university in Saudi Arabia. Structural equation modeling was used to test the relationships in the conceptual model. The results obtained from SmartPLS 3.2 confirm that compatibility, convenience, self-efficacy, and facilitating conditions are the predictors of confirmation and usefulness of digital content. The confirmation of expectations and perceived usefulness result in greater satisfaction with the digital content, which in turn leads to users’ continuance intention. In addition, the article provides empirical evidence for the impact of environmental concerns on the satisfaction–continuance intention relationship, thus opening a novel research debate. The study is expected to offer new insights both for academicians and managers of digital content.

Are Hedonic or Utilitarian predict Continuance Usage of SNS in online sharing environment with Mediation role of e-satisfaction

Social networking sites (SNS) are classified as hedonic and utilitarian information systems. Over a period of time some SNS have been found discontinued. Studies found that SNS that are used extensively for entertainment purposes resulted in negative consequences in terms of increased stress and fatigue thus abandonment of its use. At the same time there are other SNS that have been found successful with active users. This necessitates a need to examine if the continuous use of SNS is driven by entertainment purpose alone. The current study uses theoretical IS continuance model to find key determinants of continuous use of SNS. Findings, contrary to previous studies, reveal that continuous use of SNS is largely influenced by utilitarian motives and e-satisfaction. Entertainment surprisingly was found insignificant towards use intentions. A mediation analysis further reveals that e-satisfaction partially mediates utilitarian value.

Exploring Relationship Quality of User's Cloud Service

The purpose of this article is to develop a research model examining the effects on relationship quality of a cloud service and to investigate the continuance intention of SaaS CRM (Software as a Service Customer Relationship Management) based on SaaS cloud service quality of service (SaaS-Qual) model. As basis theories, the study adopted service quality of SaaS and a post-acceptance model of IS continuance. The study also adds a relationship of quality as a moderate variance to validate the feasibility of cloud service. An online survey and a paper-questionnaire were used to collect data, and most respondents were experienced with using SaaS service for CRM for at least one year. The research causal model was validated by using SEM, and all eight study hypotheses were supported. These results indicate that relationship quality played an important role in influencing users' satisfaction and trust of SaaS's CRM service. High SaaS service quality could also increase users' intention to use cloud service continuously. SaaS CRM service providers should focus on enhancing relationship quality through motivational cloud service needs and SaaS CRM service features to increase user satisfaction and enhance levels of trust to promote continued use of SaaS service on the internet. This study contributes to a theoretical understanding of how relationship quality and cloud service can affect continuance intention.

The role of consumption emotions in users’ mobile gaming application continuance intention

Purpose The long-term development of a mobile gaming application (app) depends on its continued use by its users. The expectation–confirmation model of IS continuance was used as the basic framework, to which bi-dimensional consumption emotions were added to help better explain satisfaction judgment and continuance intention in the context of mobile gaming app use. The paper aims to discuss this issue. Design/methodology/approach The data were analyzed using structural equation models. The effects of positive consumption emotions and negative consumption emotions were examined, respectively, in Models 1 and 2. Competing models (Models 3 and 4) were also examined in order to compare the proposed model. Findings Both PE and NE have an effect on the satisfaction of mobile gaming app users and their continued usage intention, a finding that represents an important contribution to the extension of technology continuance theory. Comparison with the IS continuance model shows that the new model can explain significantly more variance in continuance intention. Practical implications Mobile gaming firms should pay attention to users’ consumption emotions, especially negative emotions. Some specific emotions involved in mobile gaming app use were identified, which could guide firms’ understanding of users’ emotions. Originality/value This study offers insight into the role of consumption emotions in forming continuance intentions toward mobile gaming app use in China, a topic that has not previously been investigated.

Factors Influencing Mobile Search Engine Users' Continuance Behavior Under the Context of Service Harm Crisis Event

Post-adoption behavior has become one of the research hotspots in recent years. The purpose of this article is to research mobile search engine user's usage behaviour under the context of service harm crisis. Hypotheses and theoretical model are proposed by integrating expectation confirmation model of IS continuance, technology acceptance model, perceived risk theory, attribution theory and habit theory. The results indicated that continuance intention along with satisfaction and habit are important determinants of continuance behaviour. Perceived usefulness, perceived risk and continuance attitude have significant effect on continuance intention while attitude has the strongest effect. Confirmation promotes perceived usefulness, satisfaction and perceived ease of use which has an indirectly significant influence on satisfaction via perceived usefulness. Attribution of responsibilities has been found to have positive effect on perceived risk. Implications and contributions are provided.

Factors Affecting Satisfaction and Brand Loyalty to Smartphone Systems: A Perceived Benefits Perspective

Adoption of mobile devices is an important issue in mobile commerce. This study extends Bhattacherjee's post-acceptance model of IS continuance that examines the relationships among expectation confirmation, user satisfaction, perceived usefulness and brand loyalty. His model was extended to investigate the potential impacts of functional, experiential and symbolic benefits on smartphone users' repeat purchasing behaviour. Data from 527 valid smartphone users were collected to test our hypotheses. Major findings suggest that expectation confirmation has significant impacts on perceived benefits and user satisfaction, which in turn have a positive and significant effect on brand loyalty. Perceived benefits could effectively capture the perceived usefulness of smartphones. Their effects on brand loyalty, however, differ for different brands.

Evaluating the Effects of Personality on Continuance Intention of Online User

This article describes how personality traits have rarely been used to discuss the emerging topic of information systems continued usage. Confirmation and perceived usefulness constructs are the most salient factor in post-adoption researches and represents the essence of IS continuance model. This article proposes to connect personality traits to IS continued usage through exploring the relation of five-factor models to confirmation and perceived usefulness using appraisal theory of emotion as a lens. The results would be useful to IS designers, administrators or policy makers. A survey of 293 college students was examined using structural equation modeling analysis. The initial results showed some promising support for the effect of personality traits on the factor of confirmation but not on perceived usefulness.

Research on Continued Use of Sport-related Social Application: Taking WeRun as an Example

Research on healthcare gadget or application is not new to many of us, yet WeRun's special features have been a reason, and it is completely free of charge. While we take into consideration that WeRun is the most popular application in the world, this study makes a through exploration of how this application could attract loyal members and recruit new members every day. Based on the Theory of Expectation Confirmation, the research combing the variables of emotional pleasure and subjective norm into the expectation-confirmation model of IS continuance (ECM-ISC) to measure the factors that affect the continued use of WeRun by users. A 325 online questionnaire survey had been conducted to this research. The results show that emotional pleasure was positively and significantly associated with users' satisfaction of WeRun and internal influence was positively and significantly associated with users' continuance intention. However, emotional pleasure is not significantly associated with users' continuance intention and external influence has negative influence on user's continuance intention.

The impact of past performance on information valuation in virtual communities: Empirical study in online stock message boards

Unlike other types of virtual communities, individuals participate in online stock message boards for their material needs rather than non-material needs (e.g., sense of belonging). They may seek and read others’ opinions to make better investment performances. The value of information in online stock message boards may vary from person to person according to their past investment experiences. However, little is known regarding how their past investment performance influences the value of others’ opinions. Therefore, our study investigates how individuals process others’ opinions on stock message boards for their investment decisions when they have different levels of past investment performance. We proposed the unique research model with two paths consisting of both online stock message board factors and individual factors to determine continuous use of online stock message boards. We conducted SEM analysis with 452 questionnaire data. The results, first, showed that message boards factors (e.g., satisfaction using others’ opinions) have a positive impact on continuous intention to use while their own satisfaction with past investment activities has a negative impact on continuous intention to use. In addition, we believe that this is one of the few papers to examine the moderating role of self-attribution bias on the effects of stock investment performance. Our results indicated that investors with strong self-attribution bias lower the usefulness of opinions when losing money while they increased confidence in their investment-related abilities when achieving a profit from investment. This study will help to support and extend the theory of IS continuance model while providing practical insights for online stock message board managers by suggesting ways to vitalize online stock message boards.

An Assessment of Chinese E-commerce Consumers' Ease of Use and Usefulness of Alipay Usage

Recently, there is intention of Alipay and its use in Korea as increasing Chinese tourists due to the Korean wave and the simple payment service. This study investigates how perceived ease of use and usefulness among Chinese customers affect the quality of the Alipay payment service system. To achieve the purpose, this researcher explored Technology Acceptance Model proposed by Davis (1989) and IS Continuance Model by Bhattacherjee (2001) on the basis of the investigation performed a study. A survey using self-administered questionnaires was conducted on 233 Chinese customers who used the Alipay payment service. Results of this study indicated that two factors, specifically, usage convenience and responsiveness affected both perceived ease of use and perceived usefulness. Likewise, the Technology Acceptance Model of Davis (1989) is very useful in explaining Chinese customer behavior relative to the use of Alipay as a payment method in Korea. Theoretical, practical meanings and suggestions for future study were discussed in the paper.