Determinants of Satisfaction at Different Adoption Stages of Internet-Based Services

Early IS research on satisfaction investigated system characteristics affecting end-user satisfaction, relying mostly on the IS success model. More recent research, on the other hand, studied satisfaction formation in the context of web-based products and services, using the disconfirmation theory. The IS context, however, is different from the marketing context where the theory was originally developed. One important difference is the novelty effect associated with the constant and rapid advancement of information technology. Previous satisfaction studies did not account for the dynamic nature of satisfaction and the changeability of its determinants. Such variability may be more salient in the IS context due to the novelty effect. In this paper, we develop, operationalize and empirically test a model for explaining/predicting satisfaction with Internet-based services at adoption and post-adoption stages. We argue and empirically demonstrate the need to consider the evolutionary nature of satisfaction and the variability of its determinants. Our results show that desires and expectations are both important factors that need to be considered simultaneously in explaining satisfaction at adoption. The role of desires, however, diminishes significantly in the post-adoption stage. The results also show no significant relationship between post-adoption satisfaction and satisfaction at adoption. The augmented disconfirmation model resulting from this study constitutes an important step towards the development of an IS satisfaction theory that accounts for the evolution of satisfaction over adoption stages.

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

[2]  Richard T. Watson,et al.  Service Quality: A Measure of Information System Effectiveness , 1995, MIS Q..

[3]  R. Teas,et al.  Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality , 1993 .

[4]  David A. Griffith,et al.  An emerging model of Web site design for marketing , 1998, CACM.

[5]  Joel B. Cohen,et al.  Cognitive Consequences of Brand Loyalty , 1972 .

[6]  Gilbert A. Churchill,et al.  An Investigation into the Determinants of Customer Satisfaction , 1982 .

[7]  J. Gutman.  A Means-End Chain Model Based on Consumer Categorization Processes , 1982 .

[8]  Mimi Recker,et al.  Using the Web as a Survey Tool: Results from the Second WWW User Survey , 1995, Comput. Networks ISDN Syst..

[9]  Sammy W. Pearson,et al.  Development of a Tool for Measuring and Analyzing Computer User Satisfaction , 1983 .

[10]  W. DeSarbo,et al.  Response Determinants in Satisfaction Judgments , 1988 .

[11]  Roger McHaney,et al.  A validation of the end-user computing satisfaction instrument in Taiwan , 2002, Inf. Manag..

[12]  William J. Doll,et al.  The Measurement of End-User Computing Satisfaction , 1988, MIS Q..

[13]  James A. Senn,et al.  Challenges and strategies for research in systems development , 1992 .

[14]  Kunsoo Suh,et al.  End-User's Disconfirmed Expectations and the Success of Information Systems , 1994 .

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

[16]  F. W. Irwin.  Purposive Behavior in Animals and Men , 1932, The Psychological Clinic.

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

[18]  Richard W. Scamell,et al.  The Effects of Information System User Expectations on Their Performance and Perceptions , 1993, MIS Q..

[19]  P. Ein-Dor,et al.  Organizational Context and the Success of Management Information Systems , 1978 .

[20]  Richard A. Spreng,et al.  The impact of confidence in expectations on consumer satisfaction , 2001 .

[21]  William J. Kettinger,et al.  Perceived Service Quality and User Satisfaction with the Information Services Function , 1994 .

[22]  David F. Larcker,et al.  Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics: , 1981 .

[23]  Steven L. Neuberg,et al.  A Continuum of Impression Formation, from Category-Based to Individuating Processes: Influences of Information and Motivation on Attention and Interpretation , 1990 .

[24]  H. Helson,et al.  Adaptation-level theory , 1964 .

[25]  P. A. Dabholkar,et al.  A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study , 2000 .

[26]  Steven H. Cohen,et al.  Choice Menus for Mass Customization: An Experimental Approach for Analyzing Customer Demand with an Application to a Web-Based Information Service , 2001 .

[27]  M. Zanna,et al.  Direct Experience And Attitude-Behavior Consistency , 1981 .

[28]  Izak Benbasat,et al.  Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation , 1991, Inf. Syst. Res..

[29]  W. Bearden,et al.  Selected Determinants of Consumer Satisfaction and Complaint Reports , 1983 .

[30]  Peter B. Seddon.  A Respecification and Extension of the DeLone and McLean Model of IS Success , 1997, Inf. Syst. Res..

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

[32]  Jacob Cohen.  A Coefficient of Agreement for Nominal Scales , 1960 .

[33]  Mark Speece,et al.  Satisfaction drivers for Internet service technology among stock brokerage customers in Thailand , 2002 .

[34]  Mary Jo Bitner,et al.  Technology infusion in service encounters , 2000 .

[35]  Blake Ives,et al.  The measurement of user information satisfaction , 1983, CACM.

[36]  Ephraim R. McLean,et al.  Information systems success revisited , 2002, Proceedings of the 35th Annual Hawaii International Conference on System Sciences.

[37]  P. Wilton,et al.  Models of Consumer Satisfaction Formation : An Extension , 1988 .

[38]  J. E. Swan,et al.  Product Performance and Consumer Satisfaction: A New Concept , 1976 .

[39]  R. Wyer.  Associated systems theory : a systematic approach to cognitive representations of persons , 1994 .

[40]  Richard A. Spreng,et al.  A Reexamination of the Determinants of Consumer Satisfaction , 1996 .

[41]  Matthew K. O. Lee,et al.  A proposed model and measurement instrument for the formation of IS satisfaction: the case of end-user computing satisfaction , 2000, ICIS.

[42]  Gordon B. Davis,et al.  Management information systems : conceptual foundations, structure, and development , 1985 .

[43]  Jacob Beck,et al.  Adaptation-level theory. , 1974 .

[44]  Richard A. Spreng,et al.  Modeling the determinants of customer satisfaction for business-to-business professional services , 1997 .

[45]  Mary C. Meyer,et al.  Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology , 1998 .

[46]  Blake Ives,et al.  User Involvement in System Design: An Empirical Test of Alternative Approaches , 1981, Inf. Manag..

[47]  Mohamed Khalifa,et al.  Satisfaction with Internet-based services , 2002, Proceedings of the 35th Annual Hawaii International Conference on System Sciences.

[48]  L. Festinger,et al.  A Theory of Cognitive Dissonance , 2017 .

[49]  A. Parasuraman,et al.  Delivering quality service : balancing customer perceptions and expectations , 1990 .

[50]  Alan Wilson,et al.  Mystery shopping: Using deception to measure service performance , 2001 .

[51]  Detmar W. Straub,et al.  Information Technology Adoption Across Time: A Cross-Sectional Comparison of Pre-Adoption and Post-Adoption Beliefs , 1999, MIS Q..

[52]  James C. Anderson,et al.  STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH , 1988 .

[53]  Wynne W. Chin,et al.  Adoption intention in GSS: relative importance of beliefs , 1995, DATB.

[54]  Youjae Yi.  A Critical review of consumer satisfaction , 1989 .

[55]  Roobina Ohanian,et al.  An Exploration into the Scaling of Consumer Confidence: Dimensions, Antecedents, and Consequences , 1991 .

[56]  Ephraim R. McLean,et al.  Information Systems Success: The Quest for the Dependent Variable , 1992, Inf. Syst. Res..

[57]  Russell H. Fazio.  Attitudes in associated systems theory , 1994 .

[58]  E. B. Swanson,et al.  Management Information Systems: Appreciation and Involvement , 1974 .

[59]  Maarten Gelderman,et al.  The relation between user satisfaction, usage of information systems and performance , 1998, Inf. Manag..

[60]  Thomas V. Bonoma,et al.  Review of marketing , 1978 .

[61]  Anna S. Mattila.  An examination of consumers' use of heuristic cues in making satisfaction judgments , 1998 .