• Asia-Pacific Journal of Business
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• v.14 no.3
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• pp.149-166
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• 2023

Purpose - This study aimed to examine the influence of various factors on customer satisfaction and the continuance usage intention, based on the purchasing type of smart speaker users. Design/methodology/approach - Data was gathered through surveys, collecting responses from 180 smart speaker users in Korea. Structural equation modeling was utilized to analyze the data. Findings - Both perceived usefulness and perceived security were observed to have a significant positive impact on customer satisfaction across all user groups. Moreover, perceived ease of use and perceived versatility showed a significant positive effect on the continuance usage intention. Notably, for those who acquired the smart speakers for free, perceived usefulness had a positive impact on the continuance usage intention. Conversely, for those who made a paid purchase, perceived versatility played a significant role in driving customer satisfaction. Research implications or Originality - This research offers insights into the Korean smart speaker market, a unique environment where local competitors thrive in the absence of giants like Amazon and Google. It provides a nuanced view of customer reactions to these innovative devices. The study further distinguishes between high-involvement (paid purchase users) and low-involvement (free acquisition users) consumers, offering a more detailed understanding of user perspectives based on their acquisition mode.

• Journal of Information Technology Services
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• v.19 no.5
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• pp.107-124
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• 2020

Due to spread of covid-19, which began in December 2019, the usage of online distance learning has expanded within colleges. However, because of the lack of readiness for running online distance learning, professors and students had to experience a lot of inconvenience. In the near future, the usage of online distance learnig is expected to more expand, thus, it seems that there should be a strategies for sustainable online learning operations. This study aims to investigate which factors have impact on the continuance intention to usage of online distance learning of airline department students, focused on Post-Acceptance Model. For the empirical analysis, this study utilized a structural equation model after collecting 136 survey data. The results is as follow; First, user interface has positive impact on confirmation and confirmation has positive impact on satisfaction of online distance learning. Seconds, confirmation has positive impact on perceived usefulness, flow and social presence. Third, social presence has positive impact on satisfaction of online distance learning, but perceived usefulness and flow didn't have statistically meaningful impact on satisfaction. Finally, statisfaction of online distance learning has huge positive impact on continuance intention to usage. It is expected that the implications of this study enable colleges effectively to run online distance learning in preparation for the post-covid 19 era.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.9
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• pp.75-91
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• 2022

This study assesses the Internet banking adoption tendency by existing bank customers of Bangladesh. Currently, almost all the leading banks in the country have implemented Internet banking platforms. However, the active user count remains relatively low and there hasn't been any conclusive research on the drivers and inhibitors of Internet banking. This study evaluates the reasons and quantitatively establishes the factors leading to the adoption and usage continuance of internet banking by existing bank customers. Responses from 460 bank account holders were collected via online questionnaires using a purposive sampling approach, and a core conceptual framework based on Technology Acceptance Model (TAM) and Technology Readiness Index (TRI) was used. The study concluded that internet banking adoption is significantly impacted by the ease of use, customer service, and technology familiarity. Similarly, customer satisfaction is affected by the perceived value and the perceived risk. Through regression analysis, it was found that usage continuance is 89% explained by adoption and customer satisfaction. Multi-group moderation showed significant impact by groups divided based on usage frequency, income level, and age. Perceived risk weakened the impact of perceived value and technology familiarity on usage adoption. Additionally, perceived risk reduced the impact of consumer satisfaction and usage continuance.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2007.11a
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• pp.273-287
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• 2007

The mobile Internet (M-Internet) service is a form of subscription-based information Systems (IS) services in which usage continuance is essential for the eventual success of the service providers. However, previous research on IS continuance has focused mainly on the technology user aspects despite the fact that the user plays a dual role of being a technology user and service consumer in many IS usage contexts. This study thus aims to examine IS continuance based on the theoretical foundation of dedication-based and constraint-based customer relationship development in the context of M-Internet service. Four customer relationship development factors (satisfaction, perceived value, familiarity, and switching costs) are identified and tested on how they affect continuance intention from a survey conducted on M-Internet service users. Then, the results of this study are discussed along with its limitations and implications.

• The Journal of Information Systems
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• v.17 no.2
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• pp.49-72
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• 2008

Today, the World Wide Web (WWW) impacts many facets of our lives, including communication, entertainment, social activities, shopping, etc. The web portal is the most accessed type of site and is advertising-supported the more users who visit the site, the more income it generates. User perception to a web site is very important much research has focused on the internet users' behavior. Some well-known theories, such as the technology acceptance model have been used to examine variables that motivate individuals to accept and use an IS. But Understanding continued use is the goal of this study. We focus on user beliefs (specifically, perceived usefulness) and attitude because pier studies of IT usage, predominantly based on the technology acceptance model (TAM) and similar models, have established these perceptions as the dey determinants of both initial IT usage (acceptance) and long-term usage (continuance) intention and behavior (Bhattacherjee 2001; Davis et al. 1989). Any change in beliefs or attitudes will likely have a corresponding impact on, and may even revers, users' continuance intention and behavior. Also, continuance use have some features which are prior use, habit, feature-centric view of technology. So this research reflected continuance use features. Examination of the paths in the model revealed several interesting results. First, Perceived usefulness was a stronger predictor of acceptance intention in TAM than attitude, But attitude was a stronger predictor of continuance intention in this study than perceive usefulness. Second, confirmation was not affect directly to attitude. Last, Habit was strongest predictor of continuance intention in this study.

• The Journal of Information Systems
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• v.25 no.3
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• pp.61-90
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• 2016

Purpose Recently the usage of Mobile Instant Messenger(MIM) has been increased all over the world. With the development of Mobile Internet, a large amount of mobile application came into being, such as WeChat, the most popular MIM now in China. It has a huge number of registered users, but just only half of them are the "active users". This study intends to examine what factors affect MIM user's continuance intention and actual usage behavior. Design/Methodology/Approach Based on the framework of Perception/Emotion-Behavior and the extended ECM-ISC (Expectation Confirmation Model of IS Continuance), this research introduced some unique variables to a user satisfaction model focusing on perceived/emotional factors in WeChat. In this model, perceived/emotional factors have been divided into enabler factors and inhibitor factors to analyze the effect on continuance intention and actual usage behavior. Also, the moderate effect of the habits was discussed. An online questionnaire survey of 203 WeChat users was conducted and the empirical validation was employed to test the research model. Findings From the empirical results, perceived usefulness, expectation confirmation, and needs for affiliation significantly affected satisfaction. Also, satisfaction influenced continuance intention which led to actual usage behavior. We found that the habit moderates the relationship between satisfaction and continuance intention. The result of this study provides guidance to the developers and operators of WeChat on how to improve enhance users' satisfaction and loyalty.

• The Korean Journal of Franchise Management
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• v.12 no.1
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• pp.7-19
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• 2021

Purpose: According to the growth of technology in the service industry, the interaction service between customer and employee has recently been transformed into between customer and technology by Self Service Technology (SST) requiring direct interaction with customers. In this context, self service technology such as unmanned ordering system installed at the store is actively introduced at the work place to reduce labor costs by food and retail company and the research for self-service technology which is rapidly replacing existing face-to-face service is needed. As the growth speed of SST is rapid, many researchers have studied the characteristics of SST, in every sector of business worldwide. Among the characteristics, attributes, Self Service Technology Quality (SSTQUAL) to evaluate SST is important because it may cause the customer's behavior. Thus, this research focuses on the effects of SSTQUAL on SST Satisfaction and SST continuance usage intention. This research suggests the guidelines for how Restaurant Company should prepare SST and build their customer satisfaction and continuance usage that increase the sales. Research design, data and methodology: This study tests the structural relationship between SSTQUAL of unmanned ordering system, SST satisfaction and SST continuance usage. SSTQUAL divided into four sub-dimensions and two categories, cognitive service attributes (Convenience, Functionality) and affective service attributes (Enjoyment, Assurance). In order to achieve the purposes of this research, research model and hypotheses were developed based on previous researches. All constructs were measured with multiple items developed and tested in the previous studies. The data were collected from 524 customers experiencing SST and were analyzed through SPSS 25.0 and SmartPLS 3.0 statistical package program. Results: The findings of this research are as follows. First, all SSTQUAL have significant positive impacts on SST satisfaction. Second, SST satisfaction has significant positive impact on SST continuance intention. Third, cognitive service attributes and affective service attributes had wealth of explanation of service attribute more than a single dimension. Conclusions: The implications of this study are as follows. Overall, Restaurant Company should manage SSTQUAL consisting of not only cognitive service attributes (Convenience, Functionality) but also affective service attributes (Enjoyment, Assurance) to satisfy customers basically regardless of the type of restaurant.

• Asia pacific journal of information systems
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• v.20 no.3
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• pp.73-90
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• 2010

Although research on acceptance of information systems provides useful insights in understanding users' behavior, we need to further understand factors that cause long-term or continued use. This article therefore examines the role of users' maximizing tendency (i.e., individual differences in pursuing the best option) in continuance intention of Web sites. By controlling for disconfirmation, ease of use, and product involvement, we empirically investigate the relationships between satisfaction, usefulness, and continuance intention to online bookstore Web sites. As suggested by the information technology continuance model, the effects of satisfaction to and perceived usefulness on continuance intention to Web sites are positive for individuals with low maximizing tendency (i.e., satisficers). Satisfaction and usefulness, however, are not associated with continuance intention for individuals with a high maximizing tendency (i.e., maximizers). The implications for both researchers and practitioners are discussed.

• Journal of Digital Convergence
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• v.20 no.2
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• pp.389-398
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• 2022

Recently, tourism and leisure related VR contents have gained attention of potential tourists. Therefore, this study aimed to analyze investigate the effects of 360-degree VR tourism contents motivations, flow, continuance usage intention on visit intention for Chinese student in Korea. This study found that hedonic benefit and personal benefit exerted a positive influence on visit intention of contents users. However, vividness and usability did not influence on visit intention. Moreover, flow exerted a significant influence on visit intention but continuance usage intention did not influence on visit intention. The study is significant in shedding light on whether the motivations, flow, continuance usage intention of 360-degree VR tourism contents influences visit intention. It is suggested that the consumption of 360-degree VR tourism contents can be a useful marketing tool for strength of intention to visit.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.16 no.5
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• pp.189-203
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• 2021

Environmental changes, which are strongly requiring technological cooperation, such as technological development and strategic alliances according to industrial ecosystem change, have a significant impact on not only product quality but also services. Thus, there is a need for 'servitization' that can satisfy the needs of customers and the ecosystem of businesses through the convergence of manufacturing companies and services. This study uses the Expectation-Confirmation Model to examine the impact on user satisfaction and Continuance Usage Intention. Research(Study) was conducted on users who are using high-tech-based cars. For this, we used Expectation Confirmation(match expections for the user's pre-and post-use relationships), Perceived Ease, Perceived Usefulness, User Satisfaction and Habitual Use and using Continuance Usage Intention as a dependent variable. Their causation was examined with the spss 26.0 and smartpls 2.0 statistical programs. As implications of this study, Expectation Confirmation has been shown to have significant positive effects on Perceived Ease, Perceived Usefulness, User Satisfaction and Habitual Use. For this results, the expectations before and after the use of high-tech cars lead to improved daily lives convenience and(or) work efficiency, leading to user satisfaction and further Continuance Usage Intention. Motors consider it important to pursue the work improvements that consumers want and use it useful in daily lives in the production and sale of high-tech cars. It is expected that it will create natural habits for services that users are satisfied with, and that these habits will affect the continuous growth and understanding of the trend of change.