• 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.

• Journal of Information Technology Applications and Management
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• v.23 no.2
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• pp.207-224
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• 2016

Investments in information and communication technologies (ICT) around the world have grown at an enormous rate over the past two decades, which reflects a new emphasis on consumer mobile devices. A social network service (SNS) is an online service that aims to build social relations among people who share interests and activities. The role of SNS is enormous for communicating ideas and opinions among social participants. The use of SNS has recently become one of the most popular social activities worldwide. This research investigated relation between personal characteristics, social characteristics and user satisfaction on SNS then, analyzed how these factors affecting continuance usage intention on SNS users. The conclusion is summarized as below. The study results show that informativeness, pleasure, innovativeness, relationship and empathy of SNS are having positive impact to some degree on the user satisfaction. Further, the user satisfaction of SNS users and quality of life have a positive impact on the continuance usage intention of SNS users. This results show that various SNS qualities are necessary to actively explore and obtain further information that users intend to find, while they are insufficient in function to provide the information other users require or exchange information with other users through the SNS.

• Journal of Korea Society of Industrial Information Systems
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• v.16 no.5
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• pp.151-161
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• 2011

Social Network Service is a web-based service that allows the people to construct relationship among users with same interest and supports various activities such as managing personal relations and sharing information or contents. Based on the IS Post-Acceptance model and Success Model, this study examines factors influencing the continuance intention in the SNS. Questionnaires are collected from 275 students who are using the SNS. The results are following: first, the perceived usefulness and satisfaction have positive effect on the continuance intention. Second, the perceived usefulness, confirmation, system quality and information quality have positive effect on the satisfaction. Third, the confirmation has positive effect on the perceived usefulness. Fourth, the system quality and information quality have positive effect on the confirmation. Fifth, the satisfaction is the strongest predictor of the continuance intention and the perceived usefulness is the strongest predictor of the satisfaction.

• Journal of Information Technology Services
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• v.19 no.1
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• pp.159-172
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• 2020

The purpose of this study is to examine the structural relationship among factors affecting learning engagement, satisfaction, continuance intention in China-MOOC. For this study, data were collected from 334 students who were taking MOOC classes. and structural equation model ling analyses were employed to examine the causal relationships among variables. From the results of this study, First, self-regulated learning and interaction significantly affected learning engagement. Second, interaction had direct effects on satisfaction. Third, satisfaction significantly affect continuance intention. Furthermore, satisfaction mediated relationships between interaction and continuance intention. These results imply that self-regulated learning, interaction, learning engagement should be considered for designing and implementing China-MOOC learning. Further implication are discussed in the study.

• Journal of Information Technology Services
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• v.14 no.4
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• pp.199-220
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• 2015

Recently, many internet users are using mobile music service. In this paper, we aim to examine the effects of system quality factors and relation quality factors on continuance intention in the context of mobile music service. In order to analyze the antecedents of continuance intention, we introduced independent variables such as ease of use, stability, trust, involvement and unity. We also consider customer value and customer satisfaction as mediators. For empirical analysis, we surveyed 240 users of mobile music service. We conduct PLS (Partial Least Square) analysis for SEM (Structural Equation Modeling). As a result, 8 of proposed 12 hypotheses were accepted. Especially, system quality, trust and unity show positive influence on customer satisfaction significantly. Involvement and unity are positively related to customer value. Customer value and customer satisfaction show positive influence on continuance intention significantly. The results of this research can be useful guidelines for mobile music service users and providers.

• Asia Marketing Journal
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• v.25 no.3
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• pp.99-110
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• 2023

Chatbot services have become an essential communication tool for interacting with consumers in e-commerce. To understand consumer behavior in the context of chatbot services, we apply the Theory of Planned Behavior (TPB) to analyze continuance intention to use and additional predictors to explain behavioral intention. An analysis of data collected from 300 digital shopping users who had experienced chatbot services revealed that an extended TPB model holds for the continuous use of chatbot services, driven by both interaction and information quality. Accordingly, these ndings provide a better understanding of consumer behavior toward chatbot services and valuable insights into digital customer relationship management.

• Journal of Information Technology Services
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• v.10 no.2
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• pp.41-60
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• 2011

Due to the explosive growth of smartphone use, new type and format of business opportunity is being created. Despite the creation of added value using smartphone is very important, the past study on smart phone has been mainly focused on its functions and specifications. This study is intended to identify the factors that influence continuance usage intention of smartphone and to analyze the relationship between such factors and the expected confirmation. satisfaction, and usage intention. The result of this empirical study indicates that the perceived enjoyfulness and quality significantly affect users' expected confirmation and satisfaction, and social influence also affects users' continuance usage intention. Thus, it implies users place a high value on enjoyfulness and quality in using smartphone application and on social influence in choosing specific application. Finally this paper provides a detailed account of how customers accept smartphone application and their perceived characteristics affect the usage intention.

• Journal of Information Technology Applications and Management
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• v.21 no.1
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• pp.35-51
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• 2014

The popularity of Social Network Service (SNS) providing web sites has increased continuously by using a variety of mobile devices. The study results show that security of SNS, efficiency of SNS, safety, empathy of SNS quality, easy of use of SNS, assurance of SNS, service variety of SNS are having positive impact to some degree on the user satisfaction. Further, the user satisfaction of SNS users have a positive impact on the continuance usage intention of SNS users. This results show that various SNS qualities are necessary to actively explore and obtain further information that users intend to find, while they are insufficient in function to provide the information other users require or exchange information with other users through the SNS.

• 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.

• Journal of the Korean Society for information Management
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• v.25 no.4
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• pp.205-226
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• 2008

The success of social networking sites (SNSs) may depend on many factors. Continuance use of SNSs is one of these. Especially, in the Web environment where users can leave one service with a single mouse click, maintaining existing members cost much time and efforts. Without continuance use of SNSs, SNS-based service would not create any value. This study focused on identifying factors influencing users' continuance intention in SNSs. Based on relevant literature review, six influencing factors were initially identified. They were reputation, relational capital, knowledge quality, compatibility, personalization, and satisfaction. Web-based questionnaire survey was conducted and a total of 325 usable responses were collected. Reliability test and two rounds of exploratory factor analyses resulted in identifying five factors. The relationship between the factors and the continuance intention was tested by using multiple regression analyses. The analyses revealed that satisfaction was the most significant factor. Knowledge quality and relational capital also had significant effects while reputation and personalization did not have significant effect on continuance intention. Instead, reputation and personalization showed significance in influencing satisfaction.