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RESEARCH ARTICLE
UNDERSTANDING INFORMATION SYSTEMS CONTINUANCE: AN EXPECTATION-- CONFIRMATION MODEL1
Abstract
This paper examines cognitive beliefs and affect influencing one's intention to continue using (continuance) information systems (IS). Expectationconfirmation theory is adapted from the consumer behavior literature and integrated with theoretical and empirical findings from prior IS usage research to theorize a model of IS continuance. Five research hypotheses derived from this model are empirically validated using a field survey of online banking users. The results suggest that users'continuance intention is determined by their satisfaction with IS use and perceived usefulness of continued IS use. User satisfaction, in turn, is influenced by their confirmation of expectation from prior IS use and perceived usefulness. Postacceptance perceived usefulness is influenced by
users'confirmation level This study draws attention to the substantive differences between acceptance and continuance behaviors, theorizes and validates one of the earliest theoretical models of IS continuance, integrates confirmation and user satisfaction constructs within our current under standing of IS use, conceptualizes and creates an initial scale for measuring IS continuance, and offers an initial explanation for the acceptancediscontinuance anomaly.
Keywords: IS use, continuance, acceptance, user satisfaction, confirmation, expectation-confirmation theory, technology acceptance model ISRL Categories: AA05, AA08, A10108, GB02, GB03
Motivation for the Study
The last decade has seen an increasing body of theory-based research on information systems (IS) use. Based on innovation diffusion theory (Rogers 1995), the technology acceptance model (Davis et al. 1989), and the theory of planned behavior (Ajzen 1991), these studies have examined variables that motivate individuals to accept a new IS, and how they do it. While initial acceptance of IS is an important first step toward realizing IS success, long-term viability of an IS and its eventual success depend on its continued use rather than first-time use. This is so because, given its critical role in today's business processes, infrequent, inappropriate, and ineffective long-term use of IS often contributes to corporate failures (Lyytinen and Hirschheim 1987). Understanding continued use or "continuance" (in contrast to initial use or "acceptance") is the goal of this study.
IS continuance at the individual user level is also central to the survival of many business-toconsumer electronic commerce firms, such as Internet service providers (ISPs), online retailers, online banks, online brokerages, online...