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Wang, Wenjuan. "Supply chain management systems benefits : the expectation-confirmation theory perspective." Thesis, Queensland University of Technology, 2012. https://eprints.qut.edu.au/53181/1/Wenjuan_Wang_Thesis.pdf.
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Organizations adopt a Supply Chain Management System (SCMS) expecting benefits to the organization and its functions. However, organizations are facing mounting challenges to realizing benefits through SCMS. Studies suggest a growing dissatisfaction among client organizations due to an increasing gap between expectations and realization of SCMS benefits. Further, reflecting the Enterprise System studies such as Seddon et al. (2010), SCMS benefits are also expected to flow to the organization throughout its lifecycle rather than being realized all at once. This research therefore proposes to derive a lifecycle-wide understanding of SCMS benefits and realization to derive a benefit expectation management framework to attain the full potential of an SCMS.
The primary research question of this study is: How can client organizations better manage their benefit expectations of SCM systems? The specific research goals of the current study include: (1) to better understand the misalignment of received and expected benefits of SCM systems; (2) to identify the key factors influencing SCM system expectations and to develop a framework to manage SCMS benefits; (3) to explore how organizational satisfaction is influenced by the lack of SCMS benefit confirmation; and (4) to explore how to improve the realization of SCM system benefits.
Expectation-Confirmation Theory (ECT) provides the theoretical underpinning for this study. ECT has been widely used in the consumer behavior literature to study customer satisfaction, post-purchase behavior and service marketing in general. Recently, ECT has been extended into Information Systems (IS) research focusing on individual user satisfaction and IS continuance. However, only a handful of studies have employed ECT to study organizational satisfaction on large-scale IS. The current study will enrich the research stream by extending ECT into organizational-level analysis and verifying the preliminary findings of relevant works by Staples et al. (2002), Nevo and Chan (2007) and Nevo and Wade (2007). Moreover, this study will go further trying to operationalize the constructs of ECT into the context of SCMS.
The empirical findings of the study commence with a content analysis, through which 41 vendor reports and academic reports are analyzed yielding sixty expected benefits of SCMS. Then, the expected benefits are compared with the benefits realized at a case organization in the Fast Moving Consumer Goods industry sector that had implemented a SAP Supply Chain Management System seven years earlier.
The study develops an SCMS Benefit Expectation Management (SCMS-BEM) Framework. The comparison of benefit expectations and confirmations highlights that, while certain benefits are realized earlier in the lifecycle, other benefits could take almost a decade to realize.
Further analysis and discussion on how the developed SCMS-BEM Framework influences ECT when applied in SCMS was also conducted. It is recommended that when establishing their expectations of the SCMS, clients should remember that confirmation of these expectations will have a long lifecycle, as shown in the different time periods in the SCMS-BEM Framework. Moreover, the SCMS-BEM Framework will allow organizations to maintain high levels of satisfaction through careful mitigation and confirming expectations based on the lifecycle phase.
In addition, the study reveals that different stakeholder groups have different expectations of the same SCMS. The perspective of multiple stakeholders has significant implications for the application of ECT in the SCMS context. When forming expectations of the SCMS, the collection of organizational benefits of SCMS should represent the perceptions of all stakeholder groups. The same mechanism should be employed in the measurements of received SCMS benefits. Moreover, for SCMS, there exists interdependence of the satisfaction among the various stakeholders. The satisfaction of decision-makers or the authorized staff is not only driven by their own expectation confirmation level, it is also influenced by the confirmation level of other stakeholders‘ expectations in the organization. Satisfaction from any one particular stakeholder group can not reflect the true satisfaction of the client organization.
Furthermore, it is inferred from the SCMS-BEM Framework that organizations should place emphasis on the viewpoints of the operational and management staff when evaluating the benefits of SCMS in the short and middle term. At the same time, organizations should be placing more attention on the perspectives of strategic staff when evaluating the performance of the SCMS in the long term.
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Alharbi, Majed Salem S. "Investigating the impact of service quality dimensions, price and reputation on the behavioural intentions of retail banking customers." Thesis, Brunel University, 2018. http://bura.brunel.ac.uk/handle/2438/17150.
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Retail banking service providers are facing challenges such as continuous changes in consumer expectations and escalating global competitiveness. The banking sector is characterised as an extraordinarily competitive and regulated sector. As a result, it is essential that retail banking service providers reassess the level of their service quality and recognise the important factors that influence customer satisfaction, intention and loyalty. As pointed out by the literature, there is a fundamental need for studies on customer intention and behaviour which will show whether customer attitudes provide significant evidence of how customers act and feel. Furthermore, there is a lack of theoretical modelling and empirical studies on the relationships between customer satisfaction, service quality and variables in other areas of service experience, such as price, reputation and complaint intention, in the retail banking context. Thus, the current study adopted the expectation confirmation theory because its aim is to develop a framework that advances the understanding of customer satisfaction, intention and loyalty in the retail banking sector, which can be best achieved by choosing a theory whose main target is to measure customer satisfaction and post-purchase behaviour. The proposed framework enhances our understanding by expanding ECT theory. To clarify, the conceptual framework introduces three constructs, price, reputation and complaint intention, which had not previously been brought together into one framework with the rest of the present study constructs, a practice which is considered to offer a highly valuable contribution. Additionally, the outcomes from this study have many implications for managers and decision-makers in the banking service sector. It is essential for marketing managers in the banking sector to understand the importance of all of the components of service quality as well as price and reputation, in order to understand fully customer satisfaction and intentions. The primary aim of this study is to examine how customer intention and loyalty are affected by service quality dimensions, price and reputation, using the intermediation role of confirmation and customer satisfaction. This study has developed a theoretical framework that integrates a set of essential variables to evaluate the impact of service quality dimensions, price and reputation on customer's intentions and loyalty, using Expectation Confirmation Theory. Consequently, hypotheses are created to examine the association between the framework variables. This study employs a quantitative method alongside a positivist approach to examine the hypothetical associations within the conceptual framework. Of the online surveys distributed to retail banking consumers, 923 were valid. To validate and analyse the data, the research study employs structural equation modelling using AMOS SPSS (Statistical Package for the Social Sciences). The final results illustrate that tangibles, assurance, responsiveness, empathy and price have a significant impact on confirmation and customer satisfaction. On the other hand, reliability has no significant impact on confirmation and customer satisfaction in the Saudi retail banking sector. In addition, reputation has a significant impact on customer satisfaction. Furthermore, confirmation also has an important influence on customer satisfaction and customer satisfaction has a significant relationship with customer intentions and loyalty. Customer satisfaction also has a significant relationship with customer loyalty. Indeed, the overall results of this study reveal the impact of service quality, price and reputation on customer intention and loyalty through customer satisfaction, along with confirmation of customer expectations. Finally, the outcomes of this study have practical and theoretical implications which advance the knowledge in this area.
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Zhou, Y. (Yunhui). "An empirical examination of customer’s continuance intention of SaaS based on expectation confirmation model." Master's thesis, University of Oulu, 2017. http://urn.fi/URN:NBN:fi:oulu-201711083076.
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In current high performance networked cloud computing environment, Software as a Service (SaaS) originates as an efficient substitute to on-promise software with many advantages. While the current statue is after some period of using, SaaS adopters switch back to on-promise software. However, SaaS adopters’ continuance using on SaaS is a major consequence for SaaS provider’s profitability. Motivated by this, in this thesis the objective is to study what factors influence SaaS adopters’ decision on continue (or discontinue) adoption of SaaS.
Expectation Confirmation Model (ECM) has been a frequently used model to study Information system (IS) continuance since the early 2000s, and researchers built extended ECM based on different characteristics of different IS contexts to study IS continuance. Hence, the purpose of this thesis is to propose an extended ECM to study SaaS continuance.
In this thesis, SaaS providers’ dissatisfying factors were studied in order to build extended ECM. Through studying the current dissatisfying state of SaaS, system quality, service quality and trust were found are the possible factors prevent customers’ continuance usage towards SaaS. In order to add these 3 new constructs into legacy ECM, systematic literature review (SLR) was conducted to explore the existing studies in Information System continuance based on ECM. Through the implications from SLR, the extended model (research model) was designed.
The empirical research was carried out through a case under RecRight Oy, which is a SaaS company base in Helsinki, Finland. 186 online responses were collected within RecRight’s worldwide client companies in Helsinki in June 2017. The results suggest that SaaS adopters’ continuance intention is significantly associated with perceived usefulness, confirmation, satisfaction, system quality and service quality. Contrary to the assumption and past findings, trust does not directly contribute to SaaS continuance intention.
In conclusion, the designed research model in this thesis contributes to developing and empirically testing SaaS continuance intention. This model will be helpful for researchers to further study SaaS continuance.
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Karlsson, Isabell. "Att designa för tillit : En kvalitativ studie om hur design kan påverka förväntad upplevelse av och tillit till e-handel." Thesis, Linnéuniversitetet, Institutionen för informatik (IK), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-54294.
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I ett samhälle som blir allt mer beroende av Internet har även e-handel fått en mer framträdande roll. Då detta innebär att säljare ersätts av teknologi är det av vikt att företaget anstränger sig för att skapa en tillförlitlig miljö där kunden känner sig trygg. Här påverkar inte bara strukturen och utseendet på e-handeln, utan också företagets val av marknadsföring. Kunden skapar sig en förväntan av företaget och vad det har att erbjuda. Denna förväntan baseras på kundens tidigare erfarenheter och upplevelser, där en förväntan som inte uppnås kan resultera i en negativ upplevelse. I denna studie har expectation-confirmation theory använts som ett ramverk för att undersöka kundens förväntan inför e-handel överlag, men också i synnerhet inför uppdragsgivaren xplore.se:s e-handel. Användarupplevelse har använts för att få en djupare förståelse för kundens känslor och uppfattningar, där även användbarhet undersökts då detta påverkar användarupplevelsen. Fem potentiella framtida kunder inkluderades i intervjuer och användartest i två iterationer, den första baserad på deras erfarenheter och förväntningar inom e-handel överlag där deltagarna fick utforska xplore.se:s nuvarande gränssnitt. De ombads även utföra ett antal uppgifter för att undersöka graden av användbarhet. Resultatet visade ett stort behov av ny design då deltagarna upplevde att e-handeln var oattraktiv med låg tillförlitlighet. Därefter skapades ett designförslag i form av en interaktiv prototyp, vilken användes som underlag för den andra iterationen. I denna iteration ombads deltagarna berätta hur mycket de mindes av det tidigare användartestet. Detta gjordes för att människan inte kan minnas alla detaljer utav en upplevelse, varför det skapade förståelse för vad deltagarna mindes starkast. Sedan ombads deltagarna utforska designförslaget, även här med ett antal uppgifter att utföra för att undersöka användbarheten i det. Deltagarna upplevde att designen var mycket attraktivare med en högre grad av tillförlitlighet. Slutsatsen som kunde dras från resultatet var att design har stor påverkan på både användarupplevelse och kundens vilja att känna tillit. Kunden förväntar sig att e-handel ska vara bekvämt där något som inte stämmer överens med denna förväntan har negativ påverkan på upplevelsen. Här förväntar sig kunden även en design som påminner om andra e-handlar, vilket innebär en högre grad av användbarhet. Webbsidan bör ha en tydlig struktur med visuella blickfång som hjälper kunden få en snabb överblick över nivån av tillförlitlighet. Företaget bör exempelvis överväga att investera i certifieringar såsom trygg e-handel, medan marknadsföringen som används ska vara i enlighet med vad kunden kan förvänta sig. Då kunden till stor del förlitar sig på omdömen från andra kunder rekommenderas även en funktion för recensioner.In a society growing more dependent of the Internet, e-commerce has also been given a more prominent role. Since this means that sellers are replaced by technology, it is of importance that the company tries to create a reliable environment where the customer can feel safe. Not only the structure and appearance has an influence, but the company’s choice of marketing can have an effect as well. The customer creates expectations based on former experiences of both the company and overall e-commerce, where expectations that cannot be met could result in a negative experience. This study has used expectation-confirmation theory as a framework to examine the customers’ overall expectations in e-commerce, but also for xplore.se:s e-commerce, the constituent for this study. User experience has been used to gain a deeper understanding of the customers’ emotions and perceptions, whereas usability has been examined as it affects the user experience. Five potential future customers were included for interviews and user tests for two iterations, the first based on their general experiences and expectations regarding e-commerce where the participants also explored the current interface of xplore.se. In order to examine the level of usability they were asked to execute a number of tasks. The results showed great need of a new design since the participants found the e-commerce to be unattractive with low reliability. A design proposal in the shape of an interactive prototype was made, which was used as a foundation for the second iteration. In this iteration the participants were asked to share their memories of the former user test. Since humans cannot recall every single detail of an experience this created an understanding for what the participants remembered most. They were then asked to explore the design proposal, also with a number of tasks to execute to examine its usability. Their experience was that this design was more attractive with a higher level of reliability. The conclusion that could be drawn from the result was that design has a big effect on user experience and the customers trust. The customer expects e-commerce to be convenient, where something that does not meet this expectation has a negative impact on the experience. Another expectation is that the design should look like other e-commerces, as the resemblance implies a higher level of usability. The website should have a clear structure with visual elements capturing the customers’ attention, which helps the customer get a quick overview of the level of trustworthiness. For instance, the company should consider investing in certifications for secure e-commerce, whilst the marketing that is being used should be designed according to what the customer can expect. As the customer also largely relies on other customers’ opinions, it is recommended to implement a function for reviews as well.
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Johansson, Daniel, and Filip Smith. "The key to satisfaction in distance education : A qualitative study of how to achieve student satisfaction in distance-based education." Thesis, Linnéuniversitetet, Institutionen för informatik (IK), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-96399.
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E-learning is something that has grown very fast for many years as today's technology is constantly evolving and gives us new opportunities. E-learning enables distance education in many ways and does this regardless of time and space. It represents a large part of today's education and therefore quality is important. If distance studies are facilitated properly, it gives students the opportunity to effectively balance their private life together with their studies. Although it simplifies education for many, it comes with its own difficulties and challenges. This can be a big factor as to why distance studies have a higher dropout rate than regular campus studies. In this thesis, the areas course design, interaction and the teacher’s impact are investigated to examine student satisfaction in distance education. In previous findings, these areas were highlighted as crucial factors for student satisfaction. With the expectationconfirmation theory as a base, a qualitative method, consisting of interviews with distance students at Linnaeus University was conducted. The collected data was transcribed and analyzed with the use of themes and codes. The results show that interaction is something that is hard to achieve at a distance. The universities should promote student interaction as it is something the students struggle with, suggestively through "icebreaker" exercises. The interaction between teacher-students is something that was valued high, but depending on how well the course was structured, the teacher-student interaction was not needed as much. Teachers should avoid scattered communication as this turned out to have a negative impact on the student satisfaction. The teacher was shown to be important in different ways, where their pedagogical ability and the ability to handle and share information through digital tools was shown to be very impactful. The course design was found to affect the students' satisfaction the most. Structure and availability of all relevant material and segments of a course proved to be extremely important, this gives the student the opportunity to plan their studies. To improve and naturally include interaction amongst students, discussion proved to be an important segment of a course.E-lärande har under åren vuxit i ett mycket högt tempo. Dagens teknik utvecklas ständigt och ger oss nya möjligheter att genomföra saker på. E-lärande möjliggör distansutbildning på många sätt, oavsett tid och rum. Det representerar en stor del av dagens forskning inom utbildning och därför har kvalitén blivit viktigare. Om distansstudier genomförs ordentligt ger det studenter möjlighet att effektivt balansera deras privat liv tillsammans med studier. Även om det förenklar utbildning för många så kommer det med sina egna svårigheter och utmaningar. Detta kan vara en faktor till varför fler distansstudenter väljer att hoppa av sina studier jämfört med de som studerar på campus. I den här studien granskas områdena kursdesign, interaktion och lärarens påverkan för att undersöka studenters nöjdhet vid distansstudier. I tidigare forskning framhölls dessa områden som avgörande för studenternas nöjdhet. Med expectation-confirmation teorin som bas genomfördes en kvalitativ metod, bestående av intervjuer med distansstudenter vid Linnéuniversitetet. Den insamlade informationen transkriberades och analyserades med hjälp av teman och koder. Resultaten visar att interaktion är något som är svårt att uppnå vid distansstudier. Universiteten bör främja interaktion eftersom det är något som studenterna kämpar med, suggestivt genom övningar som “bryter isen”. Interaktionen mellan lärare och studenter är något som värderades högt. Beroende på hur väl en kurs är strukturerad så är behovet av interaktion mellan studenter och lärare inte lika högt. Lärare bör undvika spridd kommunikation eftersom det visade sig ha en negativ inverkan på studenternas tillfredsställelse. Läraren visade sig vara viktig på olika sätt, där deras pedagogiska förmåga och förmågan att hantera och dela information genom digitala verktyg visade sig vara högt värderade. Det visade sig att kursdesignen påverkade studenternas tillfredsställelse mest. Struktur och tillgänglighet av allt relevant material visade sig vara oerhört viktigt, vilket ger studenten möjlighet att planera sina studier. För att förbättra och naturligt inkludera interaktion mellan studenter visade sig diskussion vara ett viktigt segment av en kurs.
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Lin, Hui. "Examining the Continued Usage of Electronic Knowledge Repositories: An Integrated Model." Diss., Virginia Tech, 2008. http://hdl.handle.net/10919/26582.
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Knowledge has long been recognized as one of the most valuable assets in an organization. Managing and organizing knowledge has become an important corporate strategy for organizations to gain and maintain competitive advantages in the information age. Electronic knowledge repositories (EKRs) have become increasingly popular knowledge sharing tools implemented by organizations to promote knowledge reuse. The goal of this study is to develop and test a research model that explains usersâ continued usage behavior of EKRs in public accounting firms. Theoretically grounded in the expectation-confirmation model (ECM) and commitment-based model, the research model presented in this study integrates both of these theoretical perspectives to study usersâ EKR continuance intentions.
This study surveyed 230 EKR users from four large public accounting firms. Partial least squares regression was used to test the hypotheses and the explanatory power of the model. Results indicate that perceived usefulness and commitment exhibit a sustained positive influence on continuance intention. Additionally, subjective norms are positively related to calculative commitment and moral commitment. Organizational identification is positively related to affective commitment and moral commitment. Perceived usefulness is positively related to affective commitment and calculative commitment. The model comparisons with the technology acceptance model (TAM) and ECM demonstrated that the integrated model presented in this research explained 1.6% and 0.8% additional variance in continuance intention than both ECM and TAM respectively. Additional multi-group analyses were also conducted to examine the differences between knowledge seekers and contributors and the differences between knowledge novices and experts.
This study raises theoretical implications in the area of knowledge management in general and EKRs in particular. It represents one of the first attempts to empirically examine usersâ continuance intention of knowledge management applications. This study has presented a different perspective on technology acceptance/continued usage by introducing commitment to explain continued IS usage. By integrating commitment and ECM, this study offers a useful framework for future studies on technology use. It demonstrates that both user commitment and perceived usefulness are strong predictors of EKR continuance intention. The results also raise interesting implications for practitioners interested in knowledge management and particularly for public accounting firms how to leverage EKRs to gain a competitive advantage.Ph. D.
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Ferreira, Caitlin. "Social media performance of user generated content and its relationship with conspicuous consumption: through the lens of the expectation confirmation theory." Master's thesis, University of Cape Town, 2016. http://hdl.handle.net/11427/20485.
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Early theories of conspicuous consumption proposed a framework in which individuals attempt to imitate the consumption patterns of others that maintain a higher social status. This results in individuals ostentatiously displaying their consumption patterns in order to reinforce their social status. The advent of social media has provided individuals with a new platform on which to display their conspicuous consumption. All consumption now has the possibility to become conspicuous consumption, displayed to a large network of friends and followers online. When individuals post content on social networking sites (SNSs), referred to as user-generated content, they hold some initial expectations regarding the response that their content will receive. This response (for example Likes and Comments on Facebook) is referred to as Social Media Performance in the current research. While research has been conducted, albeit minimal research, into measuring the performance of brand-generated content, no academic research has considered the perceived performance evaluation of individual user-generated content. Previous research has identified a link between online performance, referred to as Social Media Performance in the current research, and conspicuous consumption. This link has however been suggested to be moderated by three variables, selfesteem, social media usage and emotion, tested separately as positive and negative affect. The current research sought to evaluate the moderating influences that selfesteem, social media usage and emotion exerted on the relationship between Social Media Performance and conspicuous consumption. This was done through the lens of the Expectation Confirmation Theory (ECT), as Social Media Performance is posited to follow an Expectation Confirmation Theory framework, in which SNS users are either satisfied or dissatisfied depending on their subjective evaluation of performance. A conclusive, causal research design was implemented; making use of a nonprobability sampling technique that achieved a sample size of 282 respondents. The target population consisted of young adults, between the ages of 18 and 29 years, due to the adoption of SNS usage amongst this age cohort. The results found a negative correlation to exist between self-esteem and conspicuous consumption and a positive correlation to exist between social media usage and conspicuous consumption. Furthermore, self-esteem, social media usage and negative affect were found to moderate the relationship between Social Media Performance and conspicuous consumption. In particular, in the presence of negative Social Media Performance, higher levels of social media usage and lower levels of negative affect exerted a greater influence on this relationship. Whereas in the presence of positive Social Media Performance, lower levels of self-esteem and higher levels of negative affect exert a greater influence on this relationship. This research has also confirmed the positive relationship between social media usage and conspicuous consumption.
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Villarin, Fredilyn. "Decreasing the Load on Manual Service Support by Improving the Confirmation Process in a Web-based Issue Reporting System." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-301181.
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There is currently a digital revolution in the real estate industry. Property technology, or PropTech is seeing new startups emerge in a rapid rate. The management of real estate assets is an area that PropTech is currently digitalizing, and part of it is facilitating tenant communication and property maintenance. This includes the digitalization of the existing process of issue reporting for tenants and the subsequent delegation of property caretakers to issues. A part of successfully digitalizing the issue reporting process is decreasing the amount of phone calls and email to the service reception, and instead diverting traffic to the web-based issue reporting service. A startup providing such services has identified that a considerable amount of communication to the service reception is concerning ongoing issue reports. This was recognized even with issues that were reported digitally, tenants make follow- up correspondence about an issue they have reported. An exploratory research study was therefore conducted to discover why and when tenants inquire about an ongoing issue, and to determine in what ways a confirmation process of a web- based issue reporting service can be developed, such that it appeases tenants’ concerns about their ongoing issue report. The results of the study show that tenants make a follow-up inquiry about their issues when the following factors are not met: expectation, transparency in communication, and assurance. These same factors should be considered in designing a confirmation process. A web-based issue reporting service should have a confirmation process that meets the tenant’s expectations on how their issues should be addressed, allow property managers to be transparent to their tenants in order to frame said expectations, and provide adequate assurance to the tenants that their issue report has been received by a service representative.Det finns för närvarande en digital revolution inom fastighetsbranschen. Fastighetsteknologi, eller PropTech ser nya startups växa i snabb takt. Förvaltningen av fastighetstillgångar är ett område som PropTech för närvarande digitaliserar, och en del av det underlättar hyresgästkommunikation och fastighetsunderhåll. Detta inkluderar digitaliseringen av den befintliga processen för rapportering av problem för hyresgäster och den efterföljande delegeringen av arbetsorder till fastighetsskötare. En del av att framgångsrikt digitalisera felanmälningsprocessen är att minska antalet telefonsamtal och e-post till servicemottagningen, och istället att omdirigera trafik till den webbaserade felanmälningstjänst. En startup som tillhandahåller sådana tjänster har identifierat att en betydande mängd kommunikation till servicemottagningen gäller pågående rapporter. Detta erkändes även med felanmälan som rapporterades digitalt, hyresgästerna följer upp korrespondens om ett problem de har rapporterat. En undersökande forskningsstudie genomfördes därför för att upptäcka varför och när hyresgäster frågar om en pågående fråga, och för att avgöra på vilket sätt en bekräftelseprocess för en webbaserad problemrapporteringstjänst kan utvecklas, så att den lugnar hyresgästens oro över deras pågående utgivningsrapport. Resultaten av studien visar att hyresgäster gör en uppföljningsfråga om sina felanmälan när följande faktorer inte är uppfyllda: förväntningar, öppenhet i kommunikation och försäkran. Samma faktorer bör beaktas vid utformningen av en bekräftelseprocess. En webbaserad problemrapporteringstjänst bör ha en bekräftelseprocess som uppfyller hyresgästens förväntningar på hur deras frågor ska hanteras, tillåta fastighetsförvaltare att vara transparenta för sina hyresgäster för att inrama förväntningarna och försäkra hyresgästerna att deras fråga rapporten har tagits emot av en servicerepresentant.
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Atapattu, Maura R. "Customer agility, smart shopping apps and their implications: Customer relationship management systems in the digital age." Thesis, Queensland University of Technology, 2015. https://eprints.qut.edu.au/84866/1/Maura_Atapattu_Thesis.pdf.
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This thesis examines the complementarities and vulnerabilities of customer connectivity that contemporary firms achieved through ubiquitous digital technologies. Taking the example of deployment of smart shopping apps to connect with consumers in the context of Australian retail, the study examines how such customer connectivity positively influences firm performances through firm's customer agility whilst creating implications for firms' digital business strategy through altered customer cognitions. Employing Oliver's (1977) Expectation Confirmation Theory, this study empirically tests a conceptual model involving digital connectivity, digital expectations, experiences and satisfaction of the customers who uses smart shopping apps in Australian consumer retail.
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Recker, Jan Christof. "Understanding process modelling grammar continuance : a study of the consequences of representational capabilities." Queensland University of Technology, 2008. http://eprints.qut.edu.au/16656/.
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The graphical modelling of processes is of growing popularity and high relevance to organisations that seek to document, analyse and improve their business operations. This research investigates the phenomenon of continued user acceptance of the grammars that are used to build process models. It develops and tests a theory that can be used to explain and predict why users would opt to continue working with certain grammars in their process modelling efforts. This study builds on established theories, including the Technology Acceptance Model, Expectation-Confirmation Theory, Task-Technology Fit Theory and Representation Theory. These theories suggest that end users typically strive for tools that are useful and easy to use, which confirm their expectations through firsthand utility, and which match task requirements and individual abilities. Representation theory suggests that modelling grammars should be complete and clear in their capabilities to represent real-world domains. The research model has been designed by combining conceptual studies of acceptance and continuance theories with a representational analysis of the BPMN grammar, which is a recently ratified industry standard for process modelling and thereby of high practical relevance to process modelling practice. It further incorporates findings from nineteen semi-structured interviews with process modellers in Australia. The research model has been tested and validated by means of a web-based survey with 590 process modellers world-wide. This thesis contributes to the body of knowledge in a number of ways: First, it presents an empirically validated model of the factors determining a user's intention to continue using a process modelling grammar. Second, it measures the impact that grammar characteristics as well as user and task characteristics have on user evaluations of a process modelling grammar. Third, it presents empirical evidence on the consequences that perceived representational deficiencies entail on user perceptions of a process modelling grammar.
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Recker, Jan Christof. "Understanding process modelling grammar continuance : a study of the consequences of representational capabilities." Thesis, Queensland University of Technology, 2008. https://eprints.qut.edu.au/16656/1/Jan_Recker_Thesis.pdf.
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The graphical modelling of processes is of growing popularity and high relevance to organisations that seek to document, analyse and improve their business operations. This research investigates the phenomenon of continued user acceptance of the grammars that are used to build process models. It develops and tests a theory that can be used to explain and predict why users would opt to continue working with certain grammars in their process modelling efforts. This study builds on established theories, including the Technology Acceptance Model, Expectation-Confirmation Theory, Task-Technology Fit Theory and Representation Theory. These theories suggest that end users typically strive for tools that are useful and easy to use, which confirm their expectations through firsthand utility, and which match task requirements and individual abilities. Representation theory suggests that modelling grammars should be complete and clear in their capabilities to represent real-world domains. The research model has been designed by combining conceptual studies of acceptance and continuance theories with a representational analysis of the BPMN grammar, which is a recently ratified industry standard for process modelling and thereby of high practical relevance to process modelling practice. It further incorporates findings from nineteen semi-structured interviews with process modellers in Australia. The research model has been tested and validated by means of a web-based survey with 590 process modellers world-wide. This thesis contributes to the body of knowledge in a number of ways: First, it presents an empirically validated model of the factors determining a user's intention to continue using a process modelling grammar. Second, it measures the impact that grammar characteristics as well as user and task characteristics have on user evaluations of a process modelling grammar. Third, it presents empirical evidence on the consequences that perceived representational deficiencies entail on user perceptions of a process modelling grammar.
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Cho, Siwon. "Influence of Consumer Age and Clothing Type of the Salesperson on Consumer Satisfaction with the Salesperson's Performance." Thesis, Virginia Tech, 2001. http://hdl.handle.net/10919/32042.
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In the retail environment, the salesperson is a strong factor of influence in consumer ´s decision process because a store image and ability to build loyalty can heavily depend on the ability and characteristics of the salesperson (Engel, Blackwell, & Miniard, 1995). A consumer may fully anticipate buying, but this intention may change if the salesperson´s performance is not satisfactory. Engel et al. (1995) indicated that appearance is an important characteristic of the salesperson. Clothing is an essential part of the salesperson´s appearance and it can transmit many meanings, such as identity, mood, and attitude (Stone, 1962). Hawkins, Best, and Coney (1998) indicated that consumers in different age groups have different attitudes, values, and behaviors. The purpose of this study is to determine the influence of consumer age and the clothing type of the salesperson in the apparel consumer satisfaction process.
Based on the previous literatures, a conceptual model was developed as a framework of the study. This model suggests that consumer age and the clothing type of the salesperson influence consumer attitude toward the salesperson, which in turn influences consumer expectation and evaluation of the salesperson´s performance. Consumer expectation and evaluation of the salesperson´s performance, and expectancy disconfirmation (i.e., the confirmation/ disconfirmation between consumer expectation and evaluation of the salesperson´s performance) are three factors that influence consumer satisfaction with the salesperson´s performance. Six hypotheses were generated to test this model. A 2 x 2 between-subjects factorial design was used with two age groups (adolescents and the elderly) and two clothing types of the salesperson (formal and informal). Two questionnaires with the same scenario, but two pictures of the salesperson with the different clothing types, were developed as the measurement of instrument. The participants were 120 adolescent males 16 to 19 years old and 120 elderly males 65 years and older.
Results indicated that a significant interaction existed between consumer age and the clothing type of the salesperson in consumer attitude toward the salesperson. Adolescent participants had a more positive attitude toward the salesperson with an informal clothing type. On the other hand, elderly participants had a significantly more positive attitude toward the salesperson with a formal clothing type. Significantly positive relationships were found between consumer attitude toward the salesperson and consumer expectation and evaluation of the salesperson´s performance. These results indicated that a more positive attitude toward the salesperson was related to a higher expectation and evaluation of the salesperson´s performance. Significantly positive relationships were also found between consumer expectation and consumer satisfaction, and consumer evaluation and consumer satisfaction. A higher expectation and evaluation of the salesperson´s performance was related to a higher satisfaction with the salesperson´s performance. When the relationship between expectancy confirmation/disconfirmation and consumer satisfaction was examined, results indicated that participants were more satisfied with the salesperson´s performance when their evaluations of the salesperson´s performance were equal or better than their expectations, than when their evaluations were worse than their expectations.
The results of this study suggest that consumer age and the clothing type of the salesperson influences consumer satisfaction with the salesperson. Several marketing applications were discussed and recommendation was given for the future study.Master of Science
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Alghamdi, Ahmed Dirwish G. "An integrated model of the influence of personal psychological traits and cognitive beliefs on customer satisfaction and continuance intentions in relation to Internet banking usage within the Saudi Arabian context." Thesis, University of Plymouth, 2014. http://hdl.handle.net/10026.1/3096.
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This thesis examines the effects of Culture, the Unified Theory of Acceptance and Use of Technology (UTAUT), Expectation Confirmation Theory (ECT) and Technology Readiness (TR) on the satisfaction and usage continuance intention of Internet banking customers within the Saudi Arabian context. The aim is to develop and test a new framework for use in determining the factors that affect Internet banking customers’ actual usage behaviours, with a special focus on the role of cognitive processes, and cultural and personal psychological traits. This research uses cross-sectional survey questionnaire methods within a quantitative approach. 261 valid responses were received. Structural Equation Modelling (SEM) was used to test the hypothesised relationships within the research model in Analysis of Moment Structures (AMOS 20) software. ECT is well established in conventional marketing literature and explains how cognitive beliefs and affects lead to customers’ repurchasing behaviour. It was first adopted for the Information Systems (IS) context and then customised to explain IS continuance intention behaviour. However, previous ECT customisations in the IS context present a significant knowledge gap because technology-based services are sensitive to individuals’ psychological traits, which ECT does not account for. This research integrates psychological traits and culture into the ECT framework to explain customer satisfaction and continuance intentions in the context of Internet banking usage. It combines ECT with the UTAUT in order to expand ECT to include more cognitive beliefs. Then it integrates TR and Culture to account for psychological and sociological traits. The results present a new contribution to the body of knowledge by validating a theoretically backed integration of the above models into one structural model. This model broadens the understanding of the factors that influence IS satisfaction and usage continuance intention. Compared to previous studies, the explanatory power of this model is a major improvement, with an R2 of (0.61) for usage continuance intention.
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Aziz, Najibullah. "Smart Devices as U-Learning Tools: Key Factors Influencing Users’ Intention." Thesis, Stockholms universitet, Management & Organisation, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:su:diva-118603.
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There was a lack of knowledge about the user’s acceptance of smart devices as ubiquitous learning (u-learning) tools at higher education institutions in Sweden. As the mobile technology grows, the demand for mobile devices, particularly smart devices increases as well. With the increase in the usage of smart devices, the higher education institutions provide mobile learning platforms to attract more customers in the competitive industry of education. Thus, understanding the key factors from the perspectives of end-users is important for the institutions to survive in the competitive market. This study explores and explains Behavioral and Continuance intentions of students regarding the acceptance and usage of smart devices (Smartphones and Personal Digital Assistants or PDA) as u-learning tools. Key factors related to the users’ intentions to accept and continue using smart devices as u-learning tools were identified and hypothesized in the Swedish context. Ten hypotheses were suggested based on TAM, UTAUT, and ECT. To achieve the aim and objective of this study, a quantitative approach was chosen, and a survey strategy based on purposive and convenience sampling techniques were used. A web-based questionnaire on five-points Likert Scale was designed to collect the required data. 115 (96 valid) students answered the questionnaire. The collected data were used to conduct statistical operations in SPSS. Five hypotheses were supported, and the other five were not. The findings suggest that Performance Expectancy, Perceived Mobility value, Confirmation, and Satisfaction positively influence both Behavioral and Continuance Intentions of students to accept and continue using smart devices as u-learning tools. According to the findings, Confirmation and Satisfaction from ECT can be included as separate constructs in UTAUT and UTAUT2. Higher education institutions planning to have (and those that already have) learning platforms, compatible with smart devices, can benefit from the findings. Higher education institutions can also design their u-learning platforms according to the Performance Expectancy, Perceived Mobility value, Confirmation, and Satisfaction of the students.Master program in Strategic-IT Management
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Wang, Shanshan. "Factors impacting the uptake of mobile banking in China : integrating UTAUT, TTF and ECM models." Thesis, University of Manchester, 2018. https://www.research.manchester.ac.uk/portal/en/theses/factors-impacting-the-uptake-of-mobile-banking-in-china-integrating-utaut-ttf-and-ecm-models(ff1db469-c9a1-446d-bd72-411f35b24894).html.
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The mobile banking is an increasingly popular service for customers of the traditional banking industry. On the surface, China has the highest adoption rate of this new technology, yet many users do not remain active or they only use mobile banking for the simplest tasks such as checking their balance. This research was designed to uncover the reasons for these two issues by identifying the major factors influencing users' intention to continue using mobile banking (continuance intention) as well as their behavioural intention to try new mobile banking functions. To do so, an integrated model was developed on the basis of the unified theory of acceptance and use of technology model (UTAUT), task-technology fit model (TTF) and expectation confirmation model (ECM). Empirical data were collected from China's mobile banking users and the integrated model was tested using Partial Least Squares Structural Equation Modelling (PLS-SEM) approach. The results indicate that the main factors which positively influence the continuance intention include satisfaction, performance expectancy and effort expectancy. Continuance intention, in turn, influences behavioural intention to try new functionality, together with social influence, facilitating conditions and confirmation. Moreover, some mediating effects were discovered. For example, task-technology fit may indirectly affect the continuance intention through users' satisfaction. The research results have a number of theoretical contributions. Firstly, this research discovers that the impact of task-technology fit on users' continuance intention towards mobile banking is fully mediated by users' satisfaction. This enriches the extant literature that is mostly focused on the technology perceptions (e.g. performance expectancy and effort expectancy) of users. Secondly, this research identifies that satisfaction also mediates the impact of confirmation of expectations on continuance intention, also extending the literature on the continuance usage of information systems. Thirdly, this research fills the gap in extant research regarding users' intention to try new mobile banking functions, by proposing a new integrated model using constructs from UTAUT, TTF, and ECM, and demonstrating that continuance intention itself fully mediates the impact of performance expectancy and effort expectancy on behavioural intention. The new model has a high explanatory power than each individual model offers. The research results also have management implications in terms of how to improve the task-technology fit to support continuous use and extended the use of mobile banking. For instance, to improve continuance intention banks can improve satisfaction by optimising task-technology fit. This in turn will require better understanding of users' different task requirements in specific market segments. In addition, banks can also attract users' behavioural intention to try new functionality by timely updating corresponding technology and launching marketing campaigns to keep users informed of any new functions of their mobile banking application.
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Iyanda, Olukunle Ariyo. "Innovation Difussion of Smartphone in Nigeria." ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/2449.
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Rapid diffusion and use of smartphones in Africa are challenging, given the state of its infrastructural facilities. The problem addressed was a lack of information on the adoption behavior and the sociodevelopmental effect of smartphone acceptance among rural and urban users in Nigeria. The purpose of this study was to examine the adoption behavior and the sociodevelopmental effect of smartphone acceptance among rural and urban residents. Research questions examined the relationship of performance expectancy, social influence, price value, and habit on adopters' intentions to use smartphones, continued use of smartphones, and the sociodevelopmental effect on smartphone users lives and standard of living. The theoretical foundation of the study was based on the unified theory of acceptance and use of technology, and expectation confirmation theory. A nonexperimental cross-sectional survey design was used to collect and analyze data obtained from the target population of approximately 14 million with a sample size of 385 based on 95% confidence level. Survey data were collected using a research instrument developed by Bhattacherjee, Venkatesh, and others and analyzed via multivariate regression. Findings indicated that the positive effect of performance expectancy on intent to use smartphones was stronger among urban than among rural dwellers. No other location-moderated relationships were found. There was a strong positive correlation (β = .761, p < .001) between intent to use smartphones and continued use of smartphones. The findings of this study may promote social change by providing valuable data to service providers and regulators for realignment of investment strategies and the reevaluation of national policies on communication technology development.
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Busolin, Rosanna. "The effects of unemployment on self-esteem and depressive affect in school-leavers as a function of confirmation or disconfirmation of their employment expectations /." Title page, table of contents and abstract only, 1987. http://web4.library.adelaide.edu.au/theses/09P/09pb979.pdf.
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Li, Jian. "Effects of Full Information Maximum Likelihood, Expectation Maximization, Multiple Imputation, and Similar Response Pattern Imputation on Structural Equation Modeling with Incomplete and Multivariate Nonnormal Data." The Ohio State University, 2010. http://rave.ohiolink.edu/etdc/view?acc_num=osu1281387395.
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Prinsloo, Nadia. "Consumer satisfaction with food labels during the pre-purchase in-store evaluation : a study in Gauteng / Nadia Prinsloo." Thesis, North-West University, 2011. http://hdl.handle.net/10394/8421.
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Food labels are imperative in consumers‟ decision-making process of packaged food products as they communicate important information such as expiry dates, nutrition information and information about allergies to the consumer. Especially during a first-time purchase, consumers rely on food labels to assist them in making their product choice easier. In the heterogeneous context of South Africa, consumers‟ product needs vary and one may assume that consumer needs in terms of food label information differ. Although food labelling is regulated in South Africa, it is still important that consumers are satisfied with labels due to their significant communicative function. However, to the knowledge of the author, little previous research exists on South African consumers‟ satisfaction with food labels. Therefore, this study aimed to explore and describe consumers‟ satisfaction with food labels based on a typical in-store encounter.
The confirmation/disconfirmation paradigm had been used as theoretical foundation in this study and consumers‟ expectations and performance judgement of food labels were therefore explored and compared within the confirmation/disconfirmation paradigm. This study furthermore aimed to explore the influence of food labels on consumers‟ product choice as well as to determine the influence of demographic characteristics on consumers‟ expectations and performance judgement of food labels. Lastly, this study aimed to make recommendations to food regulators and manufacturers on how existing food labels could be improved in order to enhance consumer satisfaction.
Based on the literature, satisfaction with food labels might be influenced by the information on food labels such as ingredient lists, expiry dates and nutrition information as well as attributes of food labels such as the readability, understandability, credibility and adequacy. Exploratory factor analysis used in the present study indicated that the information on food labels can be classified as either primary (ingredient list, expiry date, health and nutrition information, information about allergies and quality guarantee) or secondary (name of manufacturer, well-known logos or symbols, country of origin or geographical region, usage instructions and number of servings). A quantitative research method by means of a survey approach was used in this study over a period of three weeks. A total of 400 self-administered questionnaires were distributed at office buildings and business premises in the urban Gauteng Province in September 2010 by means of a non-probability sampling method. A total of 279 useful questionnaires were retrieved and data analysis was performed by Statistical Consultations Services of the North-West University using SPSS (Statistical Package for Social Sciences). Results show that respondents were only partially satisfied with food labels as they were satisfied with secondary information, but dissatisfied with primary information as well as with label attributes. The results furthermore show that primary information tended to be more likely to influence respondents‟ product choice than secondary information. In addition, results show that demographics had little influence on respondents‟ expectations and performance judgement of food labels.
Based on the findings of this study, recommendations can be made to regulators and manufacturers on how consumer satisfaction with existing food labels can be improved. Recommendations include the improvement of the overall readability, understandability, credibility as well as adequacy of food labels. Especially primary information and the way it gets portrayed should be considered for improvement to increase consumer satisfaction.Thesis (M. Consumer Science)--North-West University, Potchefstroom Campus, 2011
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Li, Guan-Wei, and 李冠緯. "Explaining Wii Fit Continuance usage:An Expectation confirmation model." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/92094959049892237636.
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碩士朝陽科技大學
休閒事業管理系碩士班
99
Wii Fit is a video game developed by the Nintendo Corporation, a company founded in Japan, and has been used for fitness and health administration like physiotherapy rehabilitation. Wii Fit being as a study case, this study investigated the continuance of this exercise entertainment product based on the Expectation Confirmation Theory (ECT). An original model which examined cognitive beliefs and effects that influence a person’s intention to continue to use information system is integrated with perceived playfulness and ease of use to theorize an extended ECT model of Wii Fit continuance. Nine Five research hypotheses derived from this model are empirically validated using a survey of Wii Fit users. A survey was conducted under a two-staged sampling scheme: firstly, Wii Fit owners were searched by convenient sampling; then their family members were selected by systematic sampling to participant into the study. Respondents were restricted to those who were 16 years old or above and had using experiences on Wii Fit within the last three months. In total, there were 231 valid responses collected. The data analysis was conducted via statistical software of AMOS. The results indicated that users’ satisfaction was influenced by their confirmation of expectation from prior Wii Fit use and perceived playfulness. Post-acceptance perceived usefulness, ease of use and playfulness were influenced by users'' confirmation level. However, perceived ease of use and usefulness did not affect users’ satisfaction. It implied that Wii Fit has been regarded as a Sports video game with entertainment only instead of a health administrative tool. Finally, the research and managerial implementations were discussed.
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Teng, Wei-Chih, and 鄧偉志. "Extending expectation confirmation theory with task-technology fit constructs." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/60843028864555772139.
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碩士國立中央大學
企業管理研究所
96
Assessing the effectiveness or success of information systems has long been identified as one of the most critical issues of IS management. Among various assessments of IS success, user satisfaction or intention is one of the most widely used measures. A large amount of research which has been done in the past on measurement of user satisfaction was using the Expectation Confirmation Theory (ECT ) approach. However, while ECT approach has the capability to assess user satisfaction and intention, it fail to capture other job-critical factors, that is, it does not take job characteristics or technology (IS) functionalities into consideration. In this research, we propose an integrated conceptual model based on Task-Technology Fit (TTF) and ECT, using SEM to verify the relationship between each construct, and attempt to give some implications for managerial practices. Empirical data for hypotheses testing were collected via a survey. Mailing list of company using ERP system was obtained from SAP and Oracle Taiwan. The result shows that two constructs in TTF do have significant effect to Confirmation, namely Timeliness and Reliability. These two constructs will further influence user’s Satisfaction and Continuance Intention.
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Wong, Pei-Yu, and 翁佩瑜. "Combining Expectation-confirmation Theory and trust-commitment theory:Factors affecting consumers’ continuance." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/99683413024789434820.
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碩士亞洲大學
會計與資訊學系碩士班
98
In recent years, the emergence and the prosperity of the Internet and e-commerce not only revolutionize the patterns of conventional business trades, but also popularize online transactions. Despite the fact that the Internet marketing is a highly discussed issue in the area of popular ecommerce, a more basic problem follows to show up, that is whether consumers are able to fully trust and continuously use this new pattern of purchasing. The purpose of the study is to examine the factors that encourage consumers to adopt continuous purchasing intention based on the Expectation-Confirmation Theory. Nevertheless, such a theory can only explains the behaviors of satisfaction and purchasing from consumers, it can’t fully unveils the factors why shoppers are willing to taking advantage of the Internet shopping. As a result, in order to further explore those factors, this research investigate the effect of the intentions of how consumers are willing to use online continuously via combining Commitment-Trust Theory.
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YU, CHIEN-LIANG, and 游健良. "A Study on Users’ Continuance and Satisfaction through Expectation Confirmation Model." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/94502750592480109485.
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碩士世新大學
資訊傳播學研究所(含碩專班)
101
Recently, with the growth of the smart phone market, the use of the applications has become increasingly common. The growth rate of mobile games particularly performs amazingly well in the market. While the number of mobile games is expanding, this allows the users to have a lot of choices from the games and also causes the use lifecycle of mobile game is getting short. Therefore, the main discussion of my thesis is about investigating mobile gamer's continuous using intention and the causing factors of that intention in order to provide references for mobile game developers. This study combines the theory of Expectation Confirmation Model, and adds three important features. They are perceived playfulness, perceived convenience and perceived sociability. The results of this thesis are summarized as follows: First, perceived usefulness is the most effective factor in this study, and this outcome is also consistent with the theory of Expectation Confirmation Model. Secondly, my study adds three important features: perceived playfulness, perceived convenience and perceived sociability. They all have influnence on user's continuous using intention, but the perceived sociability has the most significant and positive impact on it. The result shows that in order to maintain good social relationship with friends, the users decide to continue having and playing mobile games. The user’s continuous using intention of mobile games is significantly improved by the sociability.
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Li, Min-Jhang, and 李旻璋. "Mobile Shopping APP Continuance Intention Research: Perspective of Expectation-Confirmation Theory." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/wy32m2.
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碩士國立中正大學
資訊管理系研究所
106
Abstract With the rapid development of internet and information, mobile commerce whether Taiwan or other countries are concerned. Apparently Business Across the world, there are huge business opportunities, And according to market research firm e-Marketer future mobile commerce has a huge profit margins, relative shopping APP has gradually become the general public's main use of shopping. Because shopping APP gradually prevailed, so shopping APP continued use is that the enterprises should be concerned about. In this study, we use the theory of expectation confirmation model, mobile service quality and hedonic value to explore the factors influencing the continuous use of shopping APP and establish a complete model of continuous use of shopping APP. This study is through online questionnaire. The object of study is used B2C shopping APP customers, valid questionnaires were collected 506.In this study, structural equation model was used to verify the relationship between variables in this study. There was a significant positive effect between the study variables. In addition, among the customer psychological factors, the value of hedonic value has a significant positive impact on satisfaction and continuous use. I hope this study has some contribution to the practical aspects and academic theories.
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Chen, Ying-Zhv, and 陳映竹. "Understanding Customer Loyalty in Brand Communities with the Expectation Confirmation Theory." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/xj59rf.
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碩士國立虎尾科技大學
資訊管理研究所
103
Along with information technology progress and the smartphone popularization, mobile instant communication applications have become an important communication tool between members in brand communities. The purpose of this study is to explore the key factors which impact the members’ loyalty in brand communities. Based on the expectation confirmation theory and previous studies, the research model was conducted. This study applied the online survey method to collect data from respondents who had participated in a brand community. Structured Equation Modeling (SEM) with Partial Least Squares (PLS) analysis was employed to examine the reliability, validity, and research hypotheses. Research findings showed that most of research hypotheses were supported except that trust has no significant influence on continuance intention in a brand community.
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Lin, Yu-Jie, and 林裕傑. "A Study of Conformation and Service Quality Based on Expectation Confirmation Model." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/23zbpw.
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碩士國立中正大學
資訊管理學系暨研究所
102
Expectation Confirmation Model (ECM) proposed in 2001 by Bhattacherjee, found out the importance of user adoption continued use of the information system, which is still being widely used among many scholars in the field of information technology. However, few scholars further discussed and researched for the confirmation of ECM constructs in the past. From the literature review, we found that the construct of confirmation is similar to service quality. Service quality widely discussed and researched topic. This study uses models proposed by Parasuraman et al (1988) and Brady and Cronin (2001) to measure service quality. This study investigates, compares and integrates the confirmation and service quality based on the ECM model. Empirical data for this study was collected by a cross-sectional field survey of Information Technology Services (ITS) users. Following the data collection, 326 usable responses were obtained for a response rate of about 97.9%. This study found that both ITS service qualities are positively associated with users’ satisfaction and the association results are stronger than the confirmation and so does the R-square. In sum, this study theoretically integrates the topics of service quality and ECM and empirically improves ECM model in a partial way.
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HSIANG-HSIANG, TSAI, and 蔡湘湘. "Applying Expectation Confirmation Theory to Understanding Individual's Continuous Use of Cloud Services." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/62174326569670678309.
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碩士國立中正大學
資訊管理學系暨研究所
103
It is believed that cloud computing applications will be becoming popular in the next decade. More and more businesses have already provided or are preparing to provide the individual's cloud services. Because switching cost is rather low and number of providers is wealthy for users using cloud services, continuous use is a key issue in the success of cloud services. This study aims to investigate influencing factors of individual's continuous use of cloud services. The objective of this study is to explore the significant factors affecting the continuous use of cloud services for individual users. Our research model expands the Bhattacherjee’s IS continuance model by adding some antecedents to IS continuous use intention, postulating indirect links between satisfaction and continuous use intention. A survey was conducted to empirically test the model and 338 effective responses were collected. The analytical results indicated that the factors significantly influencing user's satisfaction including perceived usefulness, confirmation, and perceived risk. User satisfaction and perceived usefulness also significantly affects user’s continuous use intention. Furthermore, innovation doesn’t affect the perceived usefulness and continuous use intention. The brand loyalty affects trust, but doesn’t affect perceived usefulness. Finally, implications for academics and practitioners are also provided.
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Yang, Yao-tsung, and 楊曜聰. "Applying Expectation-Confirmation Theory to Study the Continued Usage of Tablet PC." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/76005171054808824944.
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碩士國立屏東科技大學
資訊管理系所
100
The recent rise of the Tablet PC, various manufacturers launched their own Tablet PC.Tablet PC has become the number one product in the 2011 Global Consumer Electronics Show (CES), This research aims to discuss the theory (Expectation-Confirmation TheoryECT) as a research and Tablet PC ipad theoretical basis, Tablet PC ipad users continued use of the intention to explore to explore the factors consumers continued use. In this research, have two ways. One is for the user has been usedipad,another is use of online questionnaires.In this research,Valid questionnaires is 280 (Total have 306 questionnaires.) According to the results of the analysis by the SPSS18 and AMOS18 statistical software.The iPad give the users the feeling of close to the original psychological expectations, the user will be quite satisfied and contribute to continued use.However, the brand for the ipad users, will no significant impact.Based on the findings, make recommendations and provide follow-up study to the manufacturer.
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SHIANG-LIEN, LEE, and 李祥連. "Understanding IPTV Continuance -Integrated Perspectives from Investment Model and Expectation-Confirmation Theory." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/97466364455223000063.
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碩士國立高雄應用科技大學
資訊管理系碩士在職專班
99
IPTV has already been a futuring product of Digital Convergence and become more influential and more important through much applying and research in many countries. Basically, IPTV supports digital signal, as now, the cable TV support just analog quality which the customer own, then, the majority of TV customer are not the IPTV customer. The president, Mr. Ma Ying-jeou, announced that next year (2012) will be the original year of digitalization, and the NCC (National Communications Commission) has made a schedule of eintiring digitalized through Taiwan in the year 2013. IPTV will be an important issue of its applying, and this research`s analysis is about the factors of persist using of IPTV. Chung-hwa Telecom is the biggest enterprise that supports the IPTV in Taiwan. In 2011, the amounts of CHT’s members are over 800,000. They are supposed to be powerful representatives of IPTV. It’s very reliable to make a research to them to find the potential ability of IPTV in Taiwan. Besides, CHT’s MOD of IPTV has operated for 7 years, the programming and marketing modification of CHT will support the researchers a chance to study. This research, as the customers of MOD of CHT as the sample, apply satisfaction; ETC theory; invest model by Rusbult, to make an empirical research by questionnaire survey to study the factors of continuing use of IPTV. The tools were used in this research are: PLS(Partial Least Squares)、SPSS. The results as follows: Satisfation, reconition value, and invest scale are remarkable influenced to persistenet using of IPTV. Finally, I hope the results are helpful to the investigation of IPTV’s market. It also donate references and suggestions to the operating company of IPTV.
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Lu, Jia-Shian, and 盧佳賢. "Understanding e-learning continuance intention: An extension of the Expectation-confirmation Model." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/90316885081202099292.
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碩士國立屏東商業技術學院
資訊管理系
95
With increasing Internet usage, e-learning has been a highly popular e-commerce application in recent years. However, few studies have investigated what factors influence learners to continue to use the e-learning information technologies. With a better understanding of these factors’ role in learners’ continuance intention, practitioners should be able to make adjustments in their teaching plans that should help enhance the learning performance. This study applies the expectation confirmation model (ECM) with TAM and TPB models that incorporates perceived Web quality, perceived enjoyment and perceived values as external factors to explain learners’ continued intention of e-learning. The proposed model was empirically evaluated using survey data collected from 381 users about their perceptions of e-learning. The results indicate that continued intention of e-learning is determined by subject norm, perceived behavior control, satisfaction and perceived usefulness. The results also point out the satisfaction of e-learning is influenced by perceived values, confirmation and perceived usefulness, but perceived ease of use and perceived enjoyment are not a significant factor. The results can provide Internet users with the development of learning to do reference.
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ZENG, LI-RU, and 曾莉如. "Exploring the Use Intention of LINE Travel with the Expectation Confirmation Theory." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/9d2n2u.
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碩士國立高雄科技大學
資訊管理系
107
The purpose of this study is to explore whether confirmation generated by users after using LINE Travel is consistent with the expectations before use. Refer to Oliver (1980)'s Expectation-Confirmation Theory (ECT) as the basis of the research model, and using Bhattacherjee (2001) in the revision of the Expectation Confirmation Theory (ECT), the proposed IS Post-Acceptance Model of IS Continuance to build the research model. Exploring the "Confirmation" and "LINE Travel User Satisfaction" that users feel when using LINE Travel, to further understand the "LINE Travel Continuous Use Intention" after users use LINE Travel. A total of 520 valid questionnaires were collected in this study. The results of the SmartPLS 3.2.8 software showed that all the hypotheses of this study were confirmed and established. The findings of this study are as follows: (1) "Perceived LINE Travel Quality Characteristics (information quality, system quality, service quality)" has a positive and significant impact on "Confirmation "; (2) "Perceived LINE Travel Quality Characteristics (information quality, system quality, service quality)" has a positive and significant impact on "LINE Travel User Satisfaction"; (3) "Confirmation" has a positive and significant impact on "Perceived LINE Travel Use Characteristics (perceived usefulness, perceived ease of use)"; (4) "Perceived LINE Travel Use Characteristics (perceived usefulness, perceived ease of use)" has a positive and significant impact on "LINE Travel User Satisfaction"; (5) "Confirmation" has a positive and significant impact on "LINE Travel User Satisfaction"; (6) "LINE Travel User Satisfaction" has a positive and significant impact on "LINE Travel Continuous Use Intention".
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Huang, Chih-Yang, and 黃智揚. "The Study of System Quality on Cloud Services Based on Expectation-Confirmation Model." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/55992552221850619302.
Full textAbstract:
碩士大同大學
資訊經營學系(所)
104
In this era of rapid development of information technologies, cloud services have lots of applications can adopt nowadays. This study aims to understand the influence of related factors on the acceptance of cloud services. We developed an integrated model including information system quality, expectation-confirmation model and habit to assess users’ behavioral intention towards cloud services. The analysis results found information systems quality has the significantly positive influence on perceived usefulness, confirmation, habit, and satisfaction. However, perceived usefulness has not the significant impact on satisfaction and continuance intention.
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Chang, Chiung-Wen, and 張瓊文. "Consumer Behavior in Online Traveling Website: An Empirical Study of Expectation-Confirmation Theory." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/52593907087642075269.
Full textAbstract:
碩士大葉大學
資訊管理學系碩士班
94
In the recently years, travel websites are developing vigorously: not only the markets of travel websites, but also the purchasing frequencies are rising swiftly. The reason for which people would like to purchase on-line travel websites again is an important area of research. However, previous related studies all stressed on the situation of technology acceptance model (TAM), the study is based on the application of Expectation-Confirmation Theory (ECT), and then develops a behavior model that would influence customers’ continuous travel websites usage. Using this behavior model explores after purchasing and using products and services from the travel websites, whether a gap which exists between expectation and reality would distinctly affect satisfactions. This study collected questionnaires from 233 people who have purchased products or been serviced on travel websites. Find a gap which exists between expectation and reality, service quality would affect satisfaction of customers.
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Tasi, Fu-Cheng, and 蔡馥丞. "An Exploration of Using Business Blog: Involvement Theory and Expectation-Confirmation Model Perspectives." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/92119711618862729378.
Full textAbstract:
碩士國立中正大學
資訊管理學系暨研究所
99
It attracted many companies’ focuses that the fastly growing number of use of blog, and they followed the trend to build the business blogs. Because blogs can provide the company and visiters bilateral communications, and let visiters leave some opinions and commends to make thses ideas exchanged between them and the company, it’s a great way to collect outside data. Therefore, how to make visiters keep using business blog would be a critical issue for the company, and it also would be discuss in this study. This study integrated involvement theory and expectation-confirmation model to discuss user’s continuance intention of using business blog. The sample data was collected by online questionnaire survey, and got 320 valid responses in sum. The results of structural equation modeling analysis indicate that satisfaction and perceived usefulness have significant and positive effects on continuance intention, and in addition, personal involvement, situational involvement ,and confirmation have significant and positive effects on continuance intention through satisfaction are revealed as well. Besides, the results also show that confirmation has significant and positive effects on continuance intention through perceived usefulness.
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LI, JIA-HAO, and 李嘉豪. "A Study of User's Continuous Intention in Facebook Based on Expectation Confirmation Model." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/42xuh6.
Full textAbstract:
碩士國立屏東大學
行銷與流通管理學系碩士班
106
Facebook has a lot of functions, such as video calls, live video streaming, information sharing. Currently, Facebook is the most popular social network site in Taiwan. Based on Expectation Confirmation Model, this study explores the users’ continuing usage in Facebook, and analyzes the influence of confirmation, perceived usefulness, perceived playfulness, perceived ease of use, perceived security, and satisfaction on the continuance intention respectively. Sample survey was applied to investigate Facebook users and collects 464 valid questionnaires. The Partial Least Squares (PLS) was employed to test the model and research hypotheses. The results of this study are as follows: (1)Confirmation has positive effect on perceived usefulness, perceived playfulness, perceived ease of use, perceived security, and satisfaction; (2)The effect of perceived usefulness on satisfaction is not significant; (3)Perceived playfulness, perceived ease of use, and perceived security positively affect satisfaction; (4)The effect of perceived playfulness on continuance intention is not significant; (5)The effects of perceived usefulness and satisfaction on continuance intention are significant. Finally, the results of this study provides several academic and practical recommendations for the future research.
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HSIEH, CHI-TING, and 謝奇廷. "A Study of Users’ Continuance Intention in PharmaCloud System: Based on Expectation Confirmation Theory." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/wrc6uf.
Full textAbstract:
碩士國立中正大學
資訊管理系醫療資訊管理研究所
104
This study is about a system named PharmaCloud System. In Taiwan, this system was developed for doctors to use. It can let doctors know what medicine that patients had take in the last three months. In the past there are lot’s of research about Electronic Medical Record (EMR) system. Those research showed many of theories can be test in Electronic Medical Record (EMR) system. Although there are lot’s of reserch about EMR, there are very few research about PharmaCloud. This study use Expectation Confirmation Theory to evaluate PharmaCloud user’s satisfaction and Continuance Intention . In this study, a questionnaire distributed to hospitals way of collected 118 valid questionnaires. Implications for research, this study illustrates the importance of Expectation Confirmation Theory in PharmaCloud System usage studies. Can be used as a reference for future research.
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Wu, Huang-Tzu, and 吳凰慈. "Understanding Online Consumers' Repurchase Intention: An Integration of Cognitive Absorption and Expectation-Confirmation Model." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/52922080323341593432.
Full textAbstract:
碩士國立成功大學
國際管理碩士在職專班
94
Expectation-Confirmation Theory (ECT) has been widely used to predict the contin-ued usage in the consumer behavior literature. This research examines the factors influ-encing online consumers’ intention to continue shopping in the context of B2C electronic commerce. Specifically, this study integrates Bhattacherjee’s Expectation-Confirmation Model (ECM) with cognitive absorption to investigate online consumers’ repurchase in-tention. Eight research hypotheses derived from the proposed model were empirically validated. The results suggest that online consumers’ repurchase intention is determined primarily by satisfaction, followed by perceived usefulness. Also, satisfaction is jointly determined by confirmation, perceived usefulness, and cognitive absorption. With the addition of cognitive absorption, the extended ECM provides a better fit than the original model for predicting online consumers’ repurchase intention. Moreover, the research results indicate that cognitive absorption exerts a strong effect on satisfac-tion, whereas perceived usefulness exhibits a weak impact on consumers’ satisfaction. This finding implies that online consumers’ satisfaction may be more related to their in-trinsic motivations rather than the extrinsic motivations.
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Huang, Wen-Kai, and 黃文楷. "An Empirical Study of Continuing Usage in Blog Context: Based on Expectation-Confirmation Theory." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/91360809966970924939.
Full textAbstract:
碩士國立高雄第一科技大學
資訊管理所
95
In this study, a research is conducted on users continuing use in Blog based on Expectation-Confirmation Theory (ECT). Efforts are made to generalize factors that influence continuing use behavior through the literature review on the topic of characteristics of Blog, information technology adoption, and information systems success. So far, there hasn’t been any research in ECT investigating continuing use in terms of interactivity. Therefore, we extended the variables of ECT to better explain the continuing use of Blog under different context. With users continuing use of Blog for more than 3 months in Taiwan as research subjects, data analysis is conducted via LISREL statistical analysis, with 739 valid questionnaires returned. This study concludes four main results with using Blog system, including: 1. Expectation confirmation has positive effect on the extent of perceived use and perceived characteristics of Blog. 2. Perceived quality of Blog has a positive impact on the expectation confirmation and users’ satisfaction. 3. Extent of expectation confirmation, perceived characteristics of Blog and perceived use of Blog has been evaluated as positive significance on users’ satisfaction. Finally, users’ satisfaction of Blog has positive significance on users’ intention. On the whole, most of hypotheses were supported. Implications are also provided.
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Chiu, Chiang-Te, and 邱慶德. "Applying Expectation Confirmation Theory to User Continuous Use of the Medical Inquiry Web Sites." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/39037763403396648999.
Full textAbstract:
碩士國立中正大學
資訊管理學系
91
Due to the great advance of the web technology, Internet provides a new channel for medical inquiry. Whether people who need medical consultation will adopt the new medical inquiry, as well as they will continuously use it or not, have become a major challenge of the development of the medical inquiry web sites. In this study, we reviewed previous studies related to continuance intention of information systems, and explored the factors influencing continuance intention of the medical inquiry web sites. Based on the expectation-confirmation theory, we proposed a research model. To test the research model, we surveyed people who had the experience of using the web medical inquiry via the web-based questionnaire. The survey period was during March 26 to April 15, 2003, with total 133 usable responses, the response rate is twenty percents. Confirmatory factor analysis was used to test the reliability and validity among the constructs, and then we use the structural equation modeling to test the hypotheses. The result indicating that, people who use the web medical inquiry are mostly younger than 40 years old with higher education level. The actual duration of inquiry reply by the web site is significantly longer than the user expected. The factors influencing continuance intention are perceived usefulness and trust, but the satisfaction is not significant. The trust is influenced by confirmation, perceived usefulness and satisfaction. Finally, the satisfaction is also influenced by confirmation and perceived usefulness.
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Li, Kuan Hui, and 李冠慧. "Applying Expectation Confirmation Theory to Examine the Continuance Intention of Consumer Reading Online Review." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/24545348707902114033.
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CHIEN, PI-HSUAN, and 簡碧萱. "Exploring Continuance Intention of Intelligent customer service: based on Expectation Confirmation Theory and Trust." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/3j97nu.
Full textAbstract:
碩士東海大學
企業管理學系碩士班
107
The emergence of artificial intelligence has changed the way customer experience services. And how to make intelligent customer service accepted by the public is need to be discussed. So this study is Exploring Continuance Intention of Intelligent customer service: based on Expectation Confirmation Theory and Trust. This study used a questionnaire survey, which was conducted by a group of people who had not used intelligent customer service and collected 258 valid samples. The study contains descriptive statistics analysis, reliability analysis, validity analysis, and structural equation model analysis. The results show that perceived usability, usability confirmation, perceived usefulness, and usefulness confirmation determined user satisfaction with intelligent customer service. And usability confirmation and usefulness confirmation along with trust predicted continuance intention. In conclusion. One is usability and usefulness are important factors for continuous use of intelligent customer service. Second is satisfaction is important for trust in intelligent customer service. The other is trust is important for continuance intention in intelligent customer service. Some recommendations are made as follow: 1. Intelligent customer service humanized dialogue mode to generate emotional communication. 2. Continuously optimize the intelligent customer service system to maintain user satisfaction.
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Weng, Pei-Wei, and 翁培瑋. "Using Expectation-Confirmation Theory Model to Explore the Continuance Usage Intention of Pokémon GO." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/fux2y7.
Full textAbstract:
碩士淡江大學
資訊管理學系碩士在職專班
106
Abstract Pokémon GO was released on iOS and Android platforms in July 2016. This mobile game provides players to catch, battle, train, and deal virtual creatures “Pokémon” in the real-world locations. Unfortunately, the population of worldwide daily active players kept decreasing after collecting all the first generation of Pokémon. However, Pokémon GO was added the second generation of Pokémon in February 2017. The aim was to increase players’ continuance usage intention by enriching the game. The study was conducted by surveys, say total 154 pieces of valid questionnaires. The objects are the users of Pokémon GO. And the surveys were included not only the confirmation and satisfaction of Expectation-Confirmation Theory Model to find out their influence on continuance usage. Also the perceived playfulness, perceived competition, and the perceived usefulness of Technology acceptance model to find out their behavior of continuance usage. The study was trying to understand the main factor for continuance usage from the analysis results. The results of the study indicated that “confirmation” is a significant positive effect on “satisfaction”, “perceived playfulness”, and “perceived usefulness”; and “satisfaction” and “perceived playfulness” are significant positive effects on “continuance usage intention”; also “perceived playfulness” is a significant positive effect on “satisfaction”; then “perceived competition” is a significant positive effect on “perceived playfulness”; lastly, “perceived usefulness” is not a significant effect on “continuance usage intention”. The phenomenon that the perceived usefulness effect weakly on continuance usage intention for Pokémon GO revealed that there’re playfulness and satisfaction much more than usefulness when using Pokémon GO. The theoretical contribution of this study is to provide understanding of the factors that affect the use of Pokémon GO. It was also found that there’s a management meaning. The platform manager of Pokémon GO can increase users’ continuance usage intention by taking advantage of different factors. And based on different groups’ characters, the management level can release the interesting items for them or provide more inspects of services. For example, designing a function with social entertainment allow users to interaction by online chatting while playing the game; and raising users’ behavior intention by abundant contents.
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Lue, Alison, and 劉笠森. "Online Shopping Users’ Repurchase Intention: An Integration of Social Cognitive Theory and Expectation Confirmation Theory." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/tg6pqy.
Full textAbstract:
碩士國立高雄第一科技大學
國際管理碩士學位學程
103
In recent years, and the rise of e-commerce and the Internet to flourish, not only to subvert the traditional business model, also make new pathways and trading platform, more Internet trades are becoming more common. While Internet marketing is the current hottest issues of e-commerce research, but produced a more basic question, about whether this new mode of shopping that consumers can completely trust and continuous use. This study based on expectation confirmation theory, to discuss whether will affect consumers '' continuing use of Internet shopping behavior intentions. However, the expectation confirmation theory can only explain consumer satisfaction and post-purchase behavior, does not completely explain why consumers willing to use online shopping after continuous use. Therefore, in order to further understand the consumers are willing to continue to use intention of Internet shopping, this study combines the social cognitive theory, to explore how consumers are willing to continue to use the impact on online shopping.
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Chang, Hui Wen, and 張惠雯. "Examining the continuance intention of mobile shopper：Integration of Expectation-confirmation Theory and Innovations Diffusion Theory." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/s4ts7t.
Full textAbstract:
碩士亞洲大學
經營管理學系碩士在職專班
105
The universalization of mobile devices and the optimization of mobile network speed and coverage have driven the growth of the mobile m-commerce market, and the online purchasing channel of Taiwanese consumers has also changed from personal computers to mobile devices. However, previous related studies on mobile shopping lack the assessment of factors influencing the continuance of mobile shopping. Therefore, this research aims to explore the continuance intention of mobile shoppers using expectation-confirmation theory and Innovation Diffusion Theory as the foundation, with perceived playfulness and perceived innovation as variables. An empirical research on mobile shoppers was conducted, and 291 valid questionnaires were collected. SmartPLS analytical results show that mobile shoppers generally hold a positive attitude towards validity, perceived usefulness, perceived playfulness, perceived innovation user satisfaction and continuance intention, as well as positive relations between all the variables. Finally, based on the outcome of the empirical research, this study suggests that to increase the continuance intention of mobile shopping, related service or function providers should hold consumer demands closer to heart, creating personalized and pleasant mobile shopping experiences wherever, whenever.
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Lopes, Cátia Cristina Araújo. "Expectation confirmation theory and heated tobacco products continuance: What influences the continuance intention of IQOS?" Master's thesis, 2021. http://hdl.handle.net/10362/126520.
Full textAbstract:
Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRMThis paper explores the causes that influence the intention to continue using heated tobacco product. These products are gaining popularity due to claims of reduced danger to consumers’ health, which is a major concern amongst active smokers nowadays, but is this the only reason? An adaption of the expectation-confirmation model was used to develop the research model along with other external constructs. The purpose of this research is to understand what is behind the intention of continuing to use the products instead of conventional tobacco products (e.g., cigarettes) by conducting a survey to IQOS smokers, Philip Morris’ heated tobacco product. Based on a sample of 175 Portuguese respondents we conclude that satisfaction and brand trust are the main enhancers of IQOS continuance intention. Additionally, we find that risk perception is not a relevant factor to explain the continuance intention.
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Hsu, Huiman, and 徐惠滿. "Knowledge Sharing Continuance Intention in Virtual Community : Integration of Expectation-Confirmation Theory and Motivation Theory." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/31058388817208817388.
Full textAbstract:
碩士亞洲大學
經營管理學系碩士班
100
In modern society, an online Virtual Community is a crucial Knowledge-Sharing platform that collates and integrates knowledge generated by the community members’ brainstorming. In the open environment of the Internet, many users are extremely enthusiastic and willing to share their knowledge or experience, whereas numerous others prefer to be bystanders rather than contributors. Therefore, understanding the factors that influence Knowledge Sharing for Internet users, as well as the correlations between these factors, will assist in promoting continued Knowledge Sharing among Internet users and expand the use or effectiveness of knowledge. This study was based on Expectation Confirmation theory, and supplemented by motivation theory. We investigated the opinions of current virtual community users regarding Knowledge-Sharing from a number of perspectives, including expectation-confirmation, satisfaction, continuance intention for sharing, Perceived Usefulness, Perceived Enjoyment, and the correlation among these variables. An online survey was conducted to collect opinions from 298 users of virtual communities. The results show that the users of virtual communities held positive attitudes toward Expectation-Confirmation, satisfaction, continuance intention, Perceived Usefulness, and Perceived Enjoyment for Knowledge Sharing in Virtual Communities. Furthermore, positive correlations exist between the variables. Finally, we discuss the academic and practical implications of this study to act as references and recommendations for subsequent studies on knowledge-sharing in virtual communities. Key words: Virtual Community , Knowledge Share , Expectation-Confirmation , Perceived Usefulness, Perceived Enjoyment
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Chen, Bojhen, and 陳柏蓁. "The Study of Re-purchase Intention of Online Group-Buying on the Expectation-Confirmation Theory." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/70851556399300562694.
Full textAbstract:
碩士長榮大學
資訊管理學系碩士班
99
Online group-buying has become a popular consuming approach, attracting a large number of consumers to purchase products collectively due to the reduced price in an expected volume order. This new consuming mode usually focuses on the economic value in the market. However, group-buying is a kind of social commerce. Both individual and social factors are critical antecedents of online group-buying intention and behavior. This study examines the effects of reputation of online group-buying website and the sponsor, as well as the individuals’ perception of trust and risk on their intention of group-buying. Furthermore, according to the expectancy confirmation theory, this study also measures the people’s expectancy before online group-buying, the confirmation after online purchasing collectively, and its subsequent influence on customers’ satisfaction and re-purchase intention through online group-buying. In this study, through an online questionnaire survey, 207 valid questionnaires were obtained, and analyzed by AMOS. The research results demonstrate that partial influence of reputation on trust. Except for the insignificant influence of risk on customers’ attitude and their intention (reintention) of online group buying, all other hypotheses are supported. The research results and findings are discussed more in the paper, and the implication and further study suggestion are also provided.
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Wang, Chien-Chih, and 王建智. "Integrate Expectation Confirmation Theory and Two Factor Theory to Explore IS User’s Organizational Citizenship Behavior." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/95278853702277192348.
Full textAbstract:
碩士國立中山大學
資訊管理學系研究所
101
System user’s acceptance behavior in firms has long been shed light on in information system (IS) research. However, except for user’s acceptance behavior, more positive and proactive oriented behaviors, user’s organizational citizenship behavior (OCB) has gradually been emphasized in IS research. However, in current IS research, no efforts have addressed on digging the antecedents of user’s OCB. Therefore, this study combined expectation confirmation theory and two factor theory to examine the impact of confirming level of IS hygiene factors and motivator on user’s affect – satisfaction and delight which will further influence user’s OCB. Data was collected from 237 IS users in firms in Taiwan to test our hypothesis. The result shows that user delight is a stronger predicator of user’s OCB than user satisfaction. Besides, we find that information quality, system quality and service quality of organizational IS are hygiene factors. The relationship between IS hygiene factors and user satisfaction is similar to the pattern of left half of bell shape. This indicates IS hygiene factors are not critical for boosting user’s positive satisfaction and triggering user’s OCB. Besides, although the IS motivator we proposed in our research context is a performance factor, we find that the extremely high level of confirmation on IS performance factors can cause user delight and further result in user’s OCB. The result of this study can provide practitioners as well as academics the refreshing view regarding the relationship between user satisfaction and IS related characteristics. Besides, this research also pioneers IS studies in finding the important antecedents of user’s OCB – user satisfaction and delight.
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KAO, YU-LING, and 高毓伶. "A Study of Consumer's Repurchase Intention in Online Shopping–the Perspective of Expectation Confirmation Theory." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/de9hxe.
Full textAbstract:
碩士國立屏東大學
行銷與流通管理學系碩士班
107
With the increasing popularity of smart phone, the type of shopping is driven to be changed. Online shopping has become a part of our daily life. As the number of online stores grows, elevating the willingness of repurchase of customers is a means for sellers to obtain competitive advantage. Moreover, due to the rapid development of the Internet, consumers can find word-of-mouth about goods or services in a short period of time. Therefore, this research explores the repurchase intention in online shopping based on Expectation Confirmation Theory. At the same time, this research studies the influence of positive and negative word-of-mouth on regret, and the role of trust played between satisfaction and repurchase intention. This research inquires consumers with experiences of online shopping and collects 240 valid samples. This research utilizes Partial Least Squares to examines the whole research structure, and executes statistical analysis with SPSS. The results of this research shows: (1) Confirmation has positive and significant influence on satisfaction; (2) Satisfaction has positive and significant influence on trust; (3) Trust has positive and significant influence on the willingness of repurchase; (4) Positive word of mouth has positive and significant influence on regret; (5) Negative word of mouth has positive and significant influence on regret; (6) Regret has positive and significant influence on satisfaction; (7) Regret has positive and significant influence on repurchase. In the end, the discussion and advices are proposed according to the research results and they can be reviewed as reference by the academia and industry sectors.
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Wei-Chi, Li, and 李偉齊. "Understanding the Drivers of the Continuance Intention of Airbnb Hosts from the Expectation Confirmation Theory." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/chnpmr.
Full textAbstract:
碩士國立中山大學
資訊管理學系研究所
106
Nowadays, with the prevalence of a sharing economy, platforms such as Airbnb will garner greater attention. More and more people would like to have the right to use rather than have ownership of a product. Most prior studies have adopted many different perspectives to explore the sharing economy. Few have attempted to examine users'' satisfaction and investigate the expectation-performance discrepancy on sharing economy platforms. Hence, our study views Airbnb as the main subject, in order to understand the continuance intention of Airbnb hosts. We use the Expectation Confirmation Theory model, supplemented by social, economic, and epistemic benefits, to understand the Airbnb host''s intention to continuous use and the degree of correlation among the three. We also analyzed three factors that are perceived enjoyment, perceived usefulness, and trust to understand the satisfaction of Airbnb hosts for the platform and the impact of continuous intentions. The results of the study found that apart from economic benefits, social and epistemic benefits also have a positive impact on the continuance intention of Airbnb hosts. Although Airbnb hosts don’t necessarily feel that social and epistemic benefits are very useful, if they feel pleasure and enjoy the experience, then they will want to continue to use the platform. Nevertheless, trust and risk are closely related, so trust for the platform can also enhance the Airbnb hosts'' intention of continuous use. When the real feelings and needs of the users are understood through research, they can increase the chances of achieving substantial improvement. To that end, the users'' needs are also more visible, it increases people''s intention to use, and helps improve Airbnb’s strategic plan, use efficiency, and platform development.