Towards a Decomposed Expectation Confirmation Model of IT Continuance: The Role of Usability

We propose a decomposed expectation confirmation model of IT continuance by 1) decomposing user expectation and confirmation into two dimensions of usefulness and usability, 2) conceptualizing the role of usability in IT continuance research, and 3) exploring changes in user perceptions of usability and usefulness over time and their impacts on user satisfaction and continuance intention. We tested the proposed research model using longitudinal data that we collected in two points in time six months apart from 125 users of the LinkedIn professional social networking site (pSNS). The results show that 1) perceived usability, usability confirmation, perceived usefulness, and usefulness confirmation determined user satisfaction with pSNS and 2) perceived usability along with satisfaction predicted continuance intention, whereas perceived usefulness had no effect. This study contributes IT continuance research by 1) proposing and empirically validating a decomposed model of IT continuance and 2) by bringing in usability as a core construct of interest for IT continuance research.

[1]  Heeseok Lee,et al.  Exploring continued online service usage behavior: The roles of self-image congruity and regret , 2009, Comput. Hum. Behav..

[2]  Viswanath Venkatesh,et al.  Expectation Confirmation in Technology Use , 2012, Inf. Syst. Res..

[3]  Kar Yan Tam,et al.  Understanding Continued Information Technology Usage Behavior: A Comparison of Three Models in the Context of Mobile Internet , 2006, Decis. Support Syst..

[4]  Viswanath Venkatesh,et al.  E XPECTATION D ISCONFIRMATION AND T ECHNOLOGY A DOPTION : P OLYNOMIAL M ODELING AND R ESPONSE S URFACE A NALYSIS 1 , 2010 .

[5]  Anol Bhattacherjee,et al.  An empirical analysis of the antecedents of electronic commerce service continuance , 2001, Decis. Support Syst..

[6]  Danah Boyd,et al.  Social Network Sites: Definition, History, and Scholarship , 2007, J. Comput. Mediat. Commun..

[7]  Sheng Wu,et al.  Integrating perceived playfulness into expectation-confirmation model for web portal context , 2005, Inf. Manag..

[8]  Matti Mäntymäki,et al.  Social virtual world continuance among teens: uncovering the moderating role of perceived aggregate network exposure , 2014, Behav. Inf. Technol..

[9]  Ing-Long Wu,et al.  Investigating use continuance of data mining tools , 2013, Int. J. Inf. Manag..

[10]  Roland T. Rust,et al.  Feature Fatigue: When Product Capabilities Become Too Much of a Good Thing , 2005 .

[11]  Anol Bhattacherjee,et al.  A unified model of IT continuance: three complementary perspectives and crossover effects , 2015, Eur. J. Inf. Syst..

[12]  Matti Mäntymäki,et al.  Culture And Student Samples As Moderators Of Continued IT Usage: A Meta-Analysis Of IS Continuance Literature , 2011, PACIS.

[13]  D. W. Schumann,et al.  Comparing Consumers' Recall of Prepurchase and Postpurchase Product Evaluation Experiences , 1994 .

[14]  Ergonomic requirements for office work with visual display terminals ( VDTs ) — Part 11 : Guidance on usability , 1998 .

[15]  Fred D. Davis,et al.  A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies , 2000, Management Science.

[16]  Naresh K. Malhotra,et al.  A Longitudinal Model of Continued IS Use: An Integrative View of Four Mechanisms Underlying Postadoption Phenomena , 2005, Manag. Sci..

[17]  Yung-Ming） 程永明（Cheng,et al.  Extending the expectation-confirmation model with quality and flow to explore nurses’ continued blended e-learning intention , 2014 .

[18]  Szu-Yuan Sun,et al.  What influences college students to continue using business simulation games? The Taiwan experience , 2009, Comput. Educ..

[19]  Qing Hu,et al.  Assimilation of Enterprise Systems: The Effect of Institutional Pressures and the Mediating Role of Top Management , 2007, MIS Q..

[20]  Byoungsoo Kim,et al.  An empirical investigation of mobile data service continuance: Incorporating the theory of planned behavior into the expectation-confirmation model , 2010, Expert Syst. Appl..

[21]  Anastasios A. Economides,et al.  Continuance acceptance of computer based assessment through the integration of user's expectations and perceptions , 2013, Comput. Educ..

[22]  R. Gurrea,et al.  The role played by perceived usability, satisfaction and consumer trust on website loyalty , 2006, Inf. Manag..

[23]  A. K. M. Najmul Islam,et al.  The Role of Perceived System Quality as Educators’ Motivation to Continue E-learning System Use , 2012 .

[24]  Wynne W. Chin.  The partial least squares approach for structural equation modeling. , 1998 .

[25]  Matthew K. O. Lee,et al.  Predicting continuance in online communities: model development and empirical test , 2010, Behav. Inf. Technol..

[26]  Claudia van Oppen,et al.  USING PLS PATH MODELING FOR ASSESSING HIERARCHICAL CONSTRUCT MODELS : GUIDELINES AND EMPIRICAL , 2022 .

[27]  Marko Sarstedt,et al.  PLS-SEM: Indeed a Silver Bullet , 2011 .

[28]  Fatemeh Zahedi,et al.  The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach , 2002, Inf. Syst. Res..

[29]  S. Seyedaliakbar,et al.  An investigation into the determinants of customer satisfaction , 2016 .

[30]  H. Helson.  Adaptation-level theory : an experimental and systematic approach to behavior , 1964 .

[31]  Caroline Hummels,et al.  Beauty in usability : forget about ease of use! , 2002 .

[32]  Daphne R. Raban,et al.  Conversation as a source of satisfaction and continuance in a question-and-answer site , 2012, Eur. J. Inf. Syst..

[33]  Fred D. Davis.  Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology , 1989, MIS Q..

[34]  V. Mittal,et al.  Attribute-Level Performance, Satisfaction, and Behavioral Intentions over Time: A Consumption-System Approach , 1999 .

[35]  C. Shapiro,et al.  Technology Adoption in the Presence of Network Externalities , 1986, Journal of Political Economy.

[36]  Wei Wang,et al.  ScholarWorks @ Georgia State University , 2022 .

[37]  Bongsik Shin,et al.  Understanding Post-adoption Usage of Mobile Data Services: The Role of Supplier-side Variables , 2009, J. Assoc. Inf. Syst..

[38]  Viswanath Venkatesh,et al.  Expectation Confirmation in Information Systems Research: A Test of Six Competing Models , 2014, MIS Q..

[39]  Jan Recker,et al.  Continued use of process modeling grammars: the impact of individual difference factors , 2010, Eur. J. Inf. Syst..

[40]  Chechen Liao,et al.  Information technology adoption behavior life cycle: Toward a Technology Continuance Theory (TCT) , 2009, Int. J. Inf. Manag..

[41]  Moez Limayem,et al.  How Habit Limits the Predictive Power of Intention: The Case of Information Systems Continuance , 2007, MIS Q..

[42]  David C. Yen,et al.  Theory of planning behavior (TPB) and customer satisfaction in the continued use of e-service: An integrated model , 2007, Comput. Hum. Behav..

[43]  Ya-Ping Chang,et al.  The role of perceived social capital and flow experience in building users' continuance intention to social networking sites in China , 2012, Comput. Hum. Behav..

[44]  Kar Yan Tam,et al.  The Effects of Post-Adoption Beliefs on the Expectation-Confirmation Model for Information Technology Continuance , 2006, Int. J. Hum. Comput. Stud..

[45]  Anol Bhattacherjee,et al.  Understanding Information Systems Continuance: An Expectation-Confirmation Model , 2001, MIS Q..

[46]  Viswanath Venkatesh,et al.  Mobile Application Usability: Conceptualization and Instrument Development , 2015, MIS Q..

[47]  Chao-Min Chiu,et al.  Understanding e-learning continuance intention: An extension of the Technology Acceptance Model , 2006, Int. J. Hum. Comput. Stud..

[48]  William Lewis,et al.  Does PLS Have Advantages for Small Sample Size or Non-Normal Data? , 2012, MIS Q..

[49]  Hangjung Zo,et al.  Understanding the MOOCs continuance: The role of openness and reputation , 2015, Comput. Educ..

[50]  Perceived Usefulness and Perceived Ease of Use , 2022 .

[51]  C. Fornell,et al.  Evaluating structural equation models with unobservable variables and measurement error. , 1981 .

[52]  P. Bentler,et al.  Fit indices in covariance structure modeling : Sensitivity to underparameterized model misspecification , 1998 .

[53]  Szu-Yuan Sun,et al.  Usability, quality, value and e-learning continuance decisions , 2005, Comput. Educ..

[54]  Anol Bhattacherjee,et al.  Information Technology Continuance: A Theoretic Extension and Empirical Test , 2008, J. Comput. Inf. Syst..

[55]  Jonathan Grudin,et al.  When social networks cross boundaries: a case study of workplace use of facebook and linkedin , 2009, GROUP.

[56]  R. Oliver.  A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions , 1980 .

[57]  Joseph F. Hair,et al.  Common Beliefs and Reality about Partial Least Squares : Comments on Rönkkö and Evermann , 2016 .

[58]  Kyung Kyu Kim,et al.  Information and communication technology overload and social networking service fatigue: A stress perspective , 2016, Comput. Hum. Behav..

[59]  Venkataraman Ramesh,et al.  Web and Wireless Site Usability: Understanding Differences and Modeling Use , 2006, MIS Q..

[60]  Rui Chen,et al.  Why do users continue using social networking sites? An exploratory study of members in the United States and Taiwan , 2013, Inf. Manag..

[61]  Carlos Flavián,et al.  The role of perceived usability, reputation, satisfaction and consumer familiarity on the website loyalty formation process , 2008, Comput. Hum. Behav..

[62]  Liqiong Deng,et al.  User experience, satisfaction, and continual usage intention of IT , 2010, Eur. J. Inf. Syst..

[63]  James J. Jiang,et al.  Discrepancy Theory Models of Satisfaction in IS Research , 2012 .

[64]  Anol Bhattacherjee,et al.  Understanding Changes in Belief and Attitude Toward Information Technology Usage: A Theoretical Model and Longitudinal Test , 2004, MIS Q..

[65]  R. Oliver.  Cognitive, affective, and attribute bases of the satisfaction response. , 1993 .

[66]  Scott B. MacKenzie,et al.  Common method biases in behavioral research: a critical review of the literature and recommended remedies. , 2003, The Journal of applied psychology.

[67]  Tom R. Eikebrokk,et al.  Explaining IS continuance in environments where usage is mandatory , 2008, Comput. Hum. Behav..