• Proceedings of the Korean Operations and Management Science Society Conference
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• 2008.10a
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• pp.415-419
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• 2008

In this study, an empirical research based on survey has been performed to study the influence of user expectation to user satisfaction of commercial and open source DBMSs. According to the survey results, word-of-mouth and past experiences influence significantly to user expectation, and price influences to user expectation only for commercial DBMS users. The results show that the expectancy disconfirmation influences significantly to user satisfaction. Expectation and satisfaction levels of commercial DBMS users are higher significantly than those of open source DBMS users. However, expectancy disconfirmation of open source DBMS users is higher than that of commercial DBMS users.

• The Journal of Information Systems
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• v.28 no.4
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• pp.377-401
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• 2019

Purpose The purpose of this study is to investigate the effects of learning expectation and perceived knowledge sharing on user satisfaction and IS continuance in the Korean Army which is currently using the Regiments' Information System to help their Integrated Administration Management. Based on both the Information System(IS) Continuance Model and IS Success Model, this study also examine the role of system quality on user satisfaction. We develop a research model(structural equation model) and its hypotheses that learning expectation, perceived knowledge sharing, and system quality increase users' satisfaction, which leads to IS continuance. The effect of learning expectation on perceived knowledge sharing is also hypothesized. Design/methodology/approach Online Survey using e-mails was administered to test our research model and associated hypotheses. Among the 360 e-mail letters including our survey questionnaire, 285 responses were collected via e-mails. Meaningful 225 cases were analyzed for our study. SPSS Statistics 24.0 and SmartPLS 3.0 were used to analyze both measuremant test and hyotheses test by using the data set. Findings Survey results show that learning expectation(confirmation variable), learning expectation, perceived knowledge sharing(a perceived usefulness variable), and system quality(a system characteristic) each increases user satisfaction, which leads to IS continuance, under the control of the effect of habit to use information systems. Learning expectation also has a positive influence on perceived knowledge sharing. Theoretical and practical implications are presented.

• The Journal of Society for e-Business Studies
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• v.26 no.2
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• pp.1-17
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• 2021

This paper elucidates the effect of characteristics of service quality on continuance usage intention of digital healthcare service using mediating factors of user expectation and user utility. First, we classified independent factors into three types such as service system characteristics, user characteristics, and healthcare service characteristics from the previous studies, and investigated the effect of three independent factors on continuance usage intention of digital healthcare service. Second, we analyzed the impact of two mediating factors, user expectation and user utility, on the continuance usage intention. We developed a research model that includes three types of independent factors, mediated factors of user expectation and user utility, and a dependent factor of continuance usage intention. We surveyed a total of 357 samples from digital healthcare service users and analyzed the research model. The research results significantly show that Characteristics of Users is essential factor impacting a dependent factor of Continuance Usage Intention. The results indicate the followings: (1) Characteristics of Users including the variables of Innovation impacts User Expectation, and User Expectation affects Users Utility, and Users Utility also affects Continuance Usage Intention. (2) Characteristics of Service Systems including the variables of Functionality, Compatibility, and Convenience and Characteristics of users of Innovation variable impact the mediating factor of User Expectation, and User Expectation also affects the factor of Continuance Usage Intention. (3) Characteristics of Healthcare Services including the variables of Reliability, Ease of Operation, Safety, and Accuracy impact User Utility, and User Utility also affects Continuance Usage Intention.

• Asia pacific journal of information systems
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• v.14 no.1
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• pp.101-123
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• 2004

User satisfaction has been widely used by information system(IS) researchers as the most appropriate surrogate variable for the systems success since Bailey and Pearson(1983) provided their user satisfaction measurement. Because user satisfaction is a perceived performance measure by users, not a real or objective measure for systems success, however, perceived user satisfaction by users may not be exactly identical with the real systems performance. In this regard, if the user's ultimately perceived satisfaction is different from the real systems performance, we need to investigate why these two measures are different and which factors may cause the difference. From the perspective of disconfirmation of user expecations, this study examined why user satisfaction and real systems performance may not be identical each other. Expectaion-disconfirmation theory which has had a central role in marketing in explaining the effects of expectation and disconfirmation on consumer satisfaction was similarly adopted in this study to explain the role of expectation and disconfirmation in user satisfaction in the IS environment. Based on the expectation-disconfirmation theory, the current study developed a research model to examine the effects of expectation, system performance, and disconfirmation on user satisfaction in particular. Six research hypotheses derived from the research model were empirically tested using the partial least squares(PLS) method. The results of the statistical analysis indicate that the effects of system performance and disconfirmation were fairly strong on user satisfaction, while the user's expectation has shown insignificant influences on user satisfaction.

• Journal of Digital Convergence
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• v.5 no.1
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• pp.91-100
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• 2007

The purpose of this study is to confirm whether user attitude and expectation make a significant difference on the system performance according to management level of IS. The management level is defined as a evaluation of IS and project management. Field research was employed to empirically investigate the relationship among the variables. The finding of the study can be summarized as follows. The positive attitude has a favorable effect on the system performance. But high expectation shows low performance under the strict evaluation.

• The Journal of Society for e-Business Studies
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• v.9 no.3
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• pp.169-190
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• 2004

This study involves the test of constructs for measuring the web site user expectation, perceived performance regarding IQ, expectation congruency, and satisfaction about influence overall satisfaction. The findings can be summarized as follows. First, Web-IQ expectation appeared to have a positive effect on Web-IQ perceived performance by expectation congruency and a positive effect on perceived performance by assimilation effect. Second, Web-IQ expectation did bot appear to have a negative effect on Web-IQ expectation congruency. Although that was rejected, it differs from established researches. Some prior Web-IQ expectations that approach to congruency after one's post Web-IQ expectation. Third, Web-IQ perceived performance appeared to have a positive effect on Web-IQ expectation congruency. Fourth, result that analyze about effect that congruency gets to Web-IQ satisfaction although Web-IQ expectation appeared to have a positive effect on overall satisfaction.

• 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.

• Journal of Distribution Science
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• v.10 no.11
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• pp.89-99
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• 2012

Purpose - Mobile devices, especially mobile terminals capable of telecommunication and wireless connectivity, are leading the advancements in consumer electronics. Digital convergence drives the functions of various devices, such as cellular phones, MP3 players, personal digital assistants, and gaming, into a single device. This trend would continue and applications such as digital audio and video streaming (including personalized content delivery mechanisms) would soon be on a handheld device. As customers want mobile convergence devices, manufacturers are driving new initiatives in the emerging mobile device market. Given the roles played by device design and service content in user satisfaction of a mobile convergence device, this study focuses on identifying and measuring the constructs for the process by which user satisfaction is achieved. This study synthesizes the expectation-disconfirmation paradigm with empirical theories in user satisfaction. Device and service levels are separated, and nine key constructs for user satisfaction of mobile convergence devices are proposed. Insight into this process could help web-based businesses to improve user satisfaction, thus enhancing the effectiveness of e-commerce for sellers and buyers. Research design, data, methodology - This study draws on three users of mobile convergence devices as examples. To test there search model and hypotheses, survey questionnaires were sent to 607 mobile device users. Mobile device users were initially identified from several members, and subjects were randomly drawn. Data from 577 survey responses were finally analyzed. The unit of measurement and analysis in this research study is at a personal level. Results - The measurements for the constructs were developed and tested in a two-phase study. In the first phase, the device and service dimensions were identified, and instruments for measuring them were developed and tested. In the second phase, using the salient dimensions of the device and service as the formulating first-order factors, instruments were developed and empirically tested to measure satisfaction of the device and service. In measuring satisfaction of mobile convergence devices, the critical tasks are to identify the key constructs of such user satisfaction and to develop validated instruments to measure them. Hence, the results of this study have immediate implications for businesses and for research in user satisfaction of mobile convergence devices. Conclusions - This study provides reliable instruments for operationalizing key constructs in the analysis of user satisfaction of mobile convergence devices within the expectation-disconfirmation paradigm. Hence, convergence device makers will be able to examine whether their websites meet their customers' expectations by examining the device aspect of the mobile convergence device customers, and the service aspect expectations and disconfirmation. Moreover, the introduction of expectation and disconfirmation constructs brings the marketing aspect of convergence devices into focus for such retailers, an aspect crucial to the effective design of websites for online businesses. In addition,this study provides the metrics required to initiate future studies on user satisfaction of mobile convergence devices.

• The Journal of Information Systems
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• v.29 no.2
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• pp.95-110
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• 2020

Purpose This paper attempts to explain the recent expanding trend in Mobile Grocery Shopping(MGS). More specifically, the authors have applied the Post Acceptance Model(PAM) in order to examine the conceptual structure among the four constructs of 'Expectation Confirmation', 'Perceived Usefulness', 'User Satisfaction', and 'Continuance Intention to Use' in Mobile Grocery Shopping. Design/methodology/approach Through a survey agency, data were collected from a sample of 312 consumers who had the previous experience in Mobile Grocery Shopping. The Structural Equation Modeling(SEM) analysis was conducted with the survey data using AMOS 22.0. Subsequently, 8,200 real customer data from an open market site were collected in order to find out their revisit and repurchase behavior. Findings This study supported the causal relationships of Expectation Confirmation → Perceived Usefulness, Expectation Confirmation → User Satisfaction, Perceived Usefulness → User Satisfaction, and User Satisfaction → Continuance Intention to Use, but did not support the direct effect of Perceived Usefulness on the Continuance Intention to Use Mobile Grocery Shopping. This implies that consumers with any experience in Mobile Grocery Shopping would not consider repurchase, unless they are satisfied with the experience even though they perceive its usefulness. Also, Expectation Confirmation has much larger effect on User Satisfaction than Perceived Usefulness. In addition, the real customer data showed that the revisit and the repurchase rate of mobile grocery shoppers were higher than those of online grocery shoppers, although the rates of adding to shopping carts, coupon downloads, and adding to favorites are similar.

• Asia pacific journal of information systems
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• v.31 no.2
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• pp.236-256
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• 2021

Online financial technology products are an important consumer finance innovation. While a large body of previous research has focused on initial adoption and consumer willingness to use these products, little research explores the continued use of these products beyond the initial adoption phase. In particular, special attention should be paid to how users' trust and perceptions of privacy and security affect continued use behavior. This paper integrates the expectation confirmation model of information system continuance (ECM-ISC), the information system success model (ISSM) and the security and trust literatures to investigate continued use of online financial technology. To test the research model, we collected 398 valid questionnaires from Ant Credit Pay users. The research results show that system and service quality positively impact users' expectation confirmation, while information quality has no significant impact. Expectation confirmation and perceived usefulness positively affect user satisfaction. Moreover, the user's perception of privacy and security plays a vital role in user satisfaction. Satisfaction and perceived trust jointly promote users' continuance behaviors. Findings of this study indicates the importance of the information system success factors and security factors due to their influence on the continued use of Fintech products. This conclusion has implications for enterprises in improving the product qualities and enhancing the degree of security to meet user needs.