Journal articles: 'Expectation confirmation'

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Oh, Joon-Hee, and Judy Ma. "Multi-stage expectation-confirmation framework for salespeople expectation management." Journal of Business & Industrial Marketing 33, no. 8 (October 1, 2018): 1165–75. http://dx.doi.org/10.1108/jbim-01-2018-0027.

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Purpose Despite its significance in salespeople management, salespeople expectation management has received little attention in the literature, especially in the industrial marketing literature. In response, the purpose of this study is to leverage the expectation confirmation theory to present a conceptual framework that provides an effective tool for salespeople expectation management. Design/methodology/approach This study first explores the application and strategic implications of expectation-confirmation theory in salespeople expectation management and theorizes that salespeople establish pre-expectations (expectations that are developed before joining the firm), experience multiple stages of the expectation-confirmation process throughout their sales career with a firm and – in each stage – establish either a longer-term commitment to or permanent disengagement from the firm. Findings A winning strategy for sales organizations is to recognize salespeople expectations and to meet or beat these expectations. Salespeople expectation management is particularly important in sales organizations that frequently find aligning sales force management strategies with organizational imperatives to be challenging. Research limitations/implications This study extends expectation-confirmation theory by presenting a conceptual framework that: identifies the existence of pre-expectations of salespeople and their outcomes; recognizes that the expectation-confirmation process occurs across multiple stages in the salespeople’s career cycle; recognizes that the level of expectations in previous stages of one’s career cycle influences the level of expectations in subsequent stages; and conceptualizes the non-linear relationship between expectations, tenure and turnover intentions. Originality/value The multiple expectation-confirmation framework can be used for effective salespeople expectation and turnover management and may also serve as a general model of organizational interventions.

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Nair, Priya. "Determinants of Satisfaction and Deep Structure Usage of Post-acceptance Learning Management Systems by Malaysian Higher Education Lecturers." International Journal of Information and Education Technology 12, no. 7 (2022): 599–608. http://dx.doi.org/10.18178/ijiet.2022.12.7.1659.

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This study investigates factors influencing satisfaction and deep structure usage of Learning Management Systems (LMS) using a revised expectation-confirmation model of information system continuance. It addresses the gaps in the existing literature that primarily focused on behavioral intention in the acceptance stage instead of deep structure usage in the post-acceptance stage. Deep structure usage refers to using LMS features to support an underlying teaching task. The study population consists of 54 lecturers in Malaysian private universities in the post-acceptance stage of LMS implementation. Data was gathered using a web-based survey questionnaire. Various variables were analyzed through statistical correlation and regression using a statistical package for social science software. This study concludes that confirmation of expectation and perceived usefulness positively impacted satisfaction; confirmation of expectation was the strongest predictor of satisfaction. Additionally, the combined effects of satisfaction, confirmation of expectation, and perceived usefulness positively correlated with deep structure usage of LMS. This study investigates whether lecturers would use the system to its full capacity if they found the LMS features useful to a specific teaching task and if the system provides satisfaction and fulfills the lecturers’ expectations. Future research recommends extending the model to investigate determinants of satisfaction and confirmation of expectations of specific LMS features in terms of technical, design, capability, and experiential aspects. This extension would enable a more detailed understanding of aspects that determine satisfaction and confirmation of expectation, directly influencing deep structure usage.

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Brown, Susan A., Viswanath Venkatesh, and Sandeep Goyal. "Expectation Confirmation in Technology Use." Information Systems Research 23, no. 2 (June 2012): 474–87. http://dx.doi.org/10.1287/isre.1110.0357.

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Siguaw, Judy A., Xiaojing Sheng, and Penny M. Simpson. "Biopsychosocial and Retirement Factors Influencing Satisfaction With Life: New Perspectives." International Journal of Aging and Human Development 85, no. 4 (January 2, 2017): 332–53. http://dx.doi.org/10.1177/0091415016685833.

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Founded on expectation confirmation theory and a resource perspective, this research examines the impact of retiree resources, retirement planning, conditions of work exit, and confirmation of retirement expectations on satisfaction with life in retirement. The study of 543 retirees found significant effects of retiree resources (i.e., self-efficacy, health, and income), confirmation of retirement expectations, ageism, retirement planning, and conditions of exit on retirees’ satisfaction with life. The study also showed that self-efficacy, activity participation, health, income, ageism, and retirement planning significantly impacted confirmation of retirement expectations, although conditions of exit did not significantly affect confirmation of retirement expectations.

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Eveleth, Daniel M., Lori J. Baker-Eveleth, and Robert W. Stone. "Potential applicants’ expectation-confirmation and intentions." Computers in Human Behavior 44 (March 2015): 183–90. http://dx.doi.org/10.1016/j.chb.2014.11.025.

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Gu, Wei, Ying Xu, and Zeng-Jun Sun. "Does MOOC Quality Affect Users’ Continuance Intention? Based on an Integrated Model." Sustainability 13, no. 22 (November 12, 2021): 12536. http://dx.doi.org/10.3390/su132212536.

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Massive open online course (MOOC) is an innovative educational model that has attracted widespread attention in recent years. Despite a growing number of registered users, many have given up continuously using MOOC platforms after the first-time user experience; thus, a high dropout rate has severely hindered the sustainable development of MOOC platforms. To address the problem, this study started with the quality factors of MOOC platforms and the confirmation of user expectations by integrating the D&M ISS model and the expectation confirmation model into one, with the goal of identifying the factors that affect users’ continuance intention to use MOOC platforms. In this study, online questionnaires were distributed to Chinese users with experience in using MOOC platforms, and a total of 550 valid samples were recovered. In addition, the theoretical model was tested using structural equation modeling (SEM). The research results showed that there are three critical antecedents affecting the confirmation of user expectations for a MOOC platform, including information quality, system quality, and service quality, of which service quality has the greatest impact on users’ expectation confirmation. If user expectations for an MOOC platform are positively confirmed, the perceived usefulness of the platform as well as the satisfaction with it will effectively be improved. Moreover, perceived usefulness has been proven to be a critical factor affecting users’ continuance intention to use MOOC platforms, which is followed by user satisfaction. Compared to the original ECM, the integrated research model has delivered significantly improved explanatory power for users’ continuance intention. Hence, this study makes up for the insufficiency of ECM in explaining the factors affecting users’ expectation confirmation and provides theoretical support for MOOC platform developers.

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Wang, Chaohui, Juan Liu, and Tingting Zhang. "‘What if my experience was not what I expected?’: Examining expectation-experience (dis)confirmation effects in China’s rural destinations." Journal of Vacation Marketing 27, no. 4 (April 1, 2021): 365–84. http://dx.doi.org/10.1177/13567667211006763.

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This study (1) compares the tourists’ expectation and experience in China’s rural destinations, and (2) examines the (dis)confirmation effects of such comparisons on tourists’ assessments of overall travel experience, memorability, and authenticity. A total of 1323 valid responses were analyzed to test the proposed model. PLS-SEM results demonstrated that tourists’ expectation-experience (dis)confirmation had a main effect on travel experience, memorability, and authenticity. Moreover, the results from pairwise comparisons indicated that, travelers with high expectations and a high-quality experience had the highest evaluation of their overall visit experience, memorability, and authenticity. Whereas, travelers with low expectations and a low-quality experience showed the poorest assessment. Many practical and theoretical implications for destination marketing and management are discussed based on the study’s findings.

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Alghanayem, Haitham, Giuseppe Lamberti, and Jordi López-Sintas. "A dark side of retargeting? How advertisements that follow users affect post-purchase consumer behavior: Evidence from the tourism industry in Saudi Arabia." Innovative Marketing 19, no. 4 (December 7, 2023): 234–46. http://dx.doi.org/10.21511/im.19(4).2023.19.

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This study aims to explore the complex effects of post-purchase retargeting ads on consumer behavior, with a focus on expectation confirmation, satisfaction, and repurchase intentions. Additionally, it examines the influence of time spent online on these effects. Anchored in expectation confirmation theory (ECT), the study analyzes responses from 396 Saudi Arabian e-tourism customers who encountered competitive retargeting ads after purchasing an e-tourism package. The analysis employs partial least squares structural equation modeling (PLS-SEM) and multigroup analysis (MGA) to test the hypotheses. A notable finding is the direct negative impact of retargeting ads on expectation confirmation: increased exposure to such ads post-purchase seems to diminish the perception that initial expectations of the product or service are being met. The negative effect of these ads also indirectly influences satisfaction and repurchase intentions. Furthermore, the MGA results indicate variations in this negative impact based on the time spent online. Specifically, the more time consumers spend online, the stronger the negative impact, leading to a significant decrease in satisfaction and repurchase intentions. These insights reveal the complex nature of post-purchase retargeting ads and underscore the importance of accounting for consumers’ online behavior. They offer valuable direction for marketers to refine retargeting strategies to better resonate with consumer expectations.

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Mcleod, Hamish J., and Frank P. Deane. "Confirmation of precounselling expectations: Does expectation valence moderate changes in state anxiety?" International Journal for the Advancement of Counselling 17, no. 2 (June 1994): 139–47. http://dx.doi.org/10.1007/bf01407970.

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Lee, Jinha, and Youn-Kyung Kim. "Online Reviews of Restaurants: Expectation-Confirmation Theory." Journal of Quality Assurance in Hospitality & Tourism 21, no. 5 (January 7, 2020): 582–99. http://dx.doi.org/10.1080/1528008x.2020.1712308.

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Chou, Shih Yung, Angelina I. T. Kiser, and Erlinda L. Rodriguez. "An expectation confirmation perspective of medical tourism." Journal of Service Science Research 4, no. 2 (December 2012): 299–318. http://dx.doi.org/10.1007/s12927-012-0012-3.

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Wu, Chorng-Guang, and Pei-Yin Wu. "Investigating user continuance intention toward library self-service technology." Library Hi Tech 37, no. 3 (September 16, 2019): 401–17. http://dx.doi.org/10.1108/lht-02-2018-0025.

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Purpose The purpose of this paper is to apply expectation-confirmation theory (ECT) and the unified theory of acceptance and use of technology (UTAUT) to identify potential determinants of library patrons’ intention to continue using (continuance) self-issue and return systems for borrowing and returning books. The role of continuance is specifically interesting and is well-established in the literature of information systems (ISs) and marketing because continuance is considered to be the central element for the survival of ISs and of self-service technology (SST). However, the role of continuance has been neglected by researchers studying library SST adoption. Design/methodology/approach A research model integrating the expectation-confirmation model of IS continuance with UTAUT was developed and empirically validated using data obtained from a field survey involving 128 active users of a self-issue and return system at a public library in Taiwan. Findings Library patrons’ continuance intention was affected by their post-adoption expectation of perceived performance, effort performance and facilitating conditions as well as their satisfaction when using self-issue and return systems. Moreover, a patron satisfaction level was influenced by performance expectancy and confirmation of initial expectations, whereas confirmation had a positive effect on all post-adoption expectations. Originality/value This study broadens perspectives on SST adoption behavior in the library context by identifying some factors that influence library patrons’ continuance decisions. Furthermore, the authors verified the applicability and predictability of the theoretical integration of ECT with UTAUT in a diverse setting because the authors sought survey participants outside of the college population.

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Kari, Tuomas, Markus Makkonen, Lauri Frank, and Eeva Kettunen. "Expectations and Experiences of Implementing a Mobile Secure Communication Application." International Journal of E-Services and Mobile Applications 12, no. 1 (January 2020): 80–96. http://dx.doi.org/10.4018/ijesma.2020010105.

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The privacy and security of communication in corporations and governmental organizations has increased enormously over the years. At the same time, a growing amount of technological solutions to support this have emerged. This study examines user expectations before and use experiences during the implementation phase of a mobile secure communication application. These are investigated from the expectation–confirmation perspective and its influence on continued adoption. The study has an exploratory approach for this investigation. To guide the investigation, the study draws from the expectation–confirmation theory (ECT) and the unified theory of acceptance and use of technology (UTAUT). Empirically, the study is qualitative and conducted in a governmental organization in Finland. The findings reveal the key user expectations and use experiences and their importance for users in terms of implementation and continued adoption of a mobile secure communication application.

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Choi, Hyoung Yong, and Sang Soo Kim. "How is Satisfaction with Online-to-Offline App Formed? Importance of Confirmation Through Offline Experience." SAGE Open 12, no. 4 (October 2022): 215824402211348. http://dx.doi.org/10.1177/21582440221134899.

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Online-to-offline mobile applications (O2O apps), which attract potential customers online and entice them to purchase in physical stores, are growing in popularity. However, little is known about the mechanisms by which satisfaction with O2O apps is formed through offline experiences. Drawing on the expectation confirmation model (ECM), this study proposes that the confirmation of expectations through offline experiences is the key to explaining satisfaction with O2O apps. Response data from 271 consumers of Kakao Hair, an O2O application that is widely used for hair shop customers in South Korea, were collected and analyzed. The analysis found that the confirmation of expectations through offline experiences directly influences O2O app satisfaction, and indirectly influences O2O app satisfaction through trust in and the perceived usefulness of O2O applications. This study contributes to both ECM literature and mobile application literature by demonstrating how confirmation of expectations through offline experiences affect O2O app satisfaction and intention to continue using O2O apps.

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Liu, Jingfang, Shuangjinhua Lu, and Caiying Lu. "What Motivates People to Receive Continuous COVID-19 Vaccine Booster Shots? An Expectation Confirmation Theory Perspective." Healthcare 10, no. 12 (December 14, 2022): 2535. http://dx.doi.org/10.3390/healthcare10122535.

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(1) Background: Abundant evidence has shown that the COVID-19 vaccine booster is highly effective against the Omicron variant. It is of great practical significance to explore the factors influencing the intention to receive COVID-19 booster shots. (2) Methods: We introduced expectation confirmation theory as the basis to construct a model of the factors of the vaccination intention for COVID-19 vaccine boosters. We obtained two batches of questionnaires through Chinese social platforms, with a valid sample size of 572. To test the model, we used SmartPLS3.0 software for empirical analysis. (3) Results: In terms of the characteristics of the vaccine itself, perceived vaccine efficacy and perceived vaccine safety had significant positive effects on expectation confirmation. Regarding vaccination services, perceived vaccination convenience also had a significant positive effect on expectation confirmation. Expectation confirmation positively affected the vaccination intention for the COVID-19 vaccine boosters. Furthermore, the results showed two moderating effects: first, health consciousness negatively moderated the positive effect of perceived vaccine safety on expectation confirmation; second, the time interval since the last dose negatively moderated the positive effect of perceived vaccine efficacy on expectation confirmation. (4) Conclusions: Our research demonstrated that there is an expectation confirmation process for previous COVID-19 vaccines before people consider whether to obtain a booster shot. Perceived vaccine efficacy and perceived vaccine safety remained important factors in receiving COVID-19 booster shots, and our conclusions were consistent with previous literature. In this study, multiple dimensions such as distance and cost were used to measure perceived vaccination convenience. This new variable improve the explanatory power of the convenience of the vaccination service and enrich the variables of the factor model of vaccination intention. In addition, the moderating effects of health consciousness and time interval were found. The findings can provide a theoretical reference for public health institutions to help them understand the formation process of people’s intention to receive the COVID-19 vaccine booster.

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Bhattacherjee, Anol. "Understanding Information Systems Continuance: An Expectation-Confirmation Model." MIS Quarterly 25, no. 3 (September 2001): 351. http://dx.doi.org/10.2307/3250921.

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Brown, Susan A., Viswanath Venkatesh, Jason Kuruzovich, and Anne P. Massey. "Expectation confirmation: An examination of three competing models." Organizational Behavior and Human Decision Processes 105, no. 1 (January 2008): 52–66. http://dx.doi.org/10.1016/j.obhdp.2006.09.008.

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Trkman, Peter, Marcos Paulo Valadares de Oliveira, and Kevin McCormack. "Value-oriented supply chain risk management: you get what you expect." Industrial Management & Data Systems 116, no. 5 (June 13, 2016): 1061–83. http://dx.doi.org/10.1108/imds-09-2015-0368.

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Purpose – With the globalisation of supply chains the importance of supply chain risk management (SCRM) has grown considerably. Still, although both researchers and practitioners fully agree on its importance, most companies pay very limited attention to SCRM. The purpose of this paper is to use expectation confirmation theory to investigate the reasons for that. Design/methodology/approach – The authors use a combination of six mini case studies and a survey of 89 companies to show how a different attitude towards SCRM can lead to greater value from SCRM efforts. Findings – In line with the expectation confirmation theory the authors stipulate that the primary reason is in companies’ attitudes towards SCRM. Their main expectation is risk avoidance and not value generation. In such a case, even “successful” SCRM programmes merely confirm such an expectation (e.g. no risk materialised or with a limited impact) and the company continues to avoid risk while limiting the resources for SCRM. It is only when the expected benefit of SCRM is not solely risk avoidance but mainly value generation that increased attention can be expected over time. Research limitations/implications – The paper is exploratory in nature. Some of the stipulations in the theoretical part were not fully investigated in the quantitative part. The survey had a relatively small sample and a low-response rate. The constructs used in the survey did not use previously validated questionnaires. Practical implications – Companies should focus on changing expectations of their managers and employees regarding SCRM and emphasise the value potentially generated by SCRM. Originality/value – Use of expectation confirmation theory to investigate the reasons for limited attention to SCRM, to improve the understanding of attitude towards SCRM and to open many important areas for further research.

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Biswas, Karl Markos, Mohammed Nusari, and Abhijit Ghosh. "The Influence of Website Service Quality on Customer Satisfaction Towards Online Shopping: The Mediating Role of Confirmation of Expectation." INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE AND BUSINESS ADMINISTRATION 5, no. 6 (2019): 7–14. http://dx.doi.org/10.18775/ijmsba.1849-5664-5419.2014.56.1001.

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Researching customer satisfaction becomes key for organizational competitiveness because satisfied customers become loyal customers. Therefore, it is important to measure customer satisfaction towards online shopping, since satisfied customers will make repetitive purchases and provide recommendations to others, thus generating the profit for a particular e-commerce company. Customer satisfaction towards online shopping can significantly be influenced by website service quality, hence many of the previous studies set up to show the relationship between website service quality and customer satisfaction. But still, limited literature has been focused on the mediating effects of the confirmation of customer expectation on the relationship between website service quality and customer satisfaction. Hence, the aim of this study is to measure customer satisfaction based on the website service quality with confirmation of customer expectation. A total of 500 questionnaires were distributed to online customers who are working in the private banks in Bangladesh. Our of 500, a total of 342 questionnaires were used for further analysis, representing a response rate of 68.40%. The hypothesis for direct effect was tested by regression analysis using Statistical Package for the Social Sciences (SPSS). The result of the study revealed that website service quality has a significant and positive relationship with confirmation of customers’ expectations and in turn, their satisfaction level towards online shopping. Implications and directions for future research are also highlighted in this present study.

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Liu, Jingfang, and Jiayu Wang. "Users’ Intention to Continue Using Online Mental Health Communities: Empowerment Theory Perspective." International Journal of Environmental Research and Public Health 18, no. 18 (September 7, 2021): 9427. http://dx.doi.org/10.3390/ijerph18189427.

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Introduction: Online mental health communities may provide new opportunities for rehabilitation for people with mental illness, so it is important to understand the factors that influence the continued use of online mental health communities by people with mental illness. Methods: From the perspective of empowerment, based on the theory of health self-efficacy and expectation confirmation, this study explored the mediating role of health self-efficacy and expectation confirmation in the empowerment process of patients in online mental health communities and users’ intention to continue using online mental health communities. To verify this model, we obtained 272 valid questionnaires. The SmartPLS 3.0 software was selected for model construction and empirical analysis. Results: Health self-efficacy completely mediates the relationship between the empowerment process (i.e., emotional support, information support, helping others and sharing experiences) and users’ intention to continue using an online mental health community. Expectation confirmation partially mediates the relationship between the empowerment process (i.e., information support and finding recognition) and users’ intention to continue using an online mental health community. Conclusion: The empowerment process is the main predictor of user health self-efficacy and expectation confirmation. This study has certain theoretical and practical significance for online mental health community research.

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Ahmed, Mohammed Shihab, Massudi Mahmuddin, and Nor Idayu Mahat. "Understanding Users’ Intention to Use Open Government Data with Perceived Risk as Moderator: A Conceptual Model." Journal of Computational and Theoretical Nanoscience 16, no. 12 (December 1, 2019): 5042–46. http://dx.doi.org/10.1166/jctn.2019.8561.

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Government become part of social life, open government data is the best way provide a better understanding of user’ intention to use open government data this study proposed a framework that can enhance the intention of open government data users. This study used Expectation Confirmation Theory (ECT) and suggested that expectation, confirmation, perceived performance and incentive on usage can be a significant predictor of users’ behavioural intention to use open government data which influence the user satisfaction from open government data. Furthermore, the current study proposed the moderating effect of perceived risk on the relationship between expectation, confirmation, perceived performance, incentives on usage and user’s behavioural intention. This study provides important implications for the open government data agencies and an avenue for academia and practitioners to further test the proposed empirically to test the proposed framework.

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Atapattu, Maura, Darshana Sedera, T. Ravichandran, and Varun Grover. "Customers’ View of Agility : The Expectation-confirmation Theory Perspective." Asia Pacific Journal of Information Systems 26, no. 1 (March 31, 2016): 80–108. http://dx.doi.org/10.14329/apjis.2016.26.1.80.

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Jeong, Eunyu. "Research on Airline Applications -Using the Expectation Confirmation Model-." Journal of Humanities and Social sciences 21 13, no. 6 (December 31, 2022): 1755–66. http://dx.doi.org/10.22143/hss21.13.6.120.

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Li, Aixia, A. Y. M. Atiquil Islam, and Xiaoqing Gu. "Factors Engaging College Students in Online Learning: An Investigation of Learning Stickiness." SAGE Open 11, no. 4 (October 2021): 215824402110591. http://dx.doi.org/10.1177/21582440211059181.

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This study extended the Expectancy Confirmation model (ECM) to examine the factors that influence online learning stickiness. The structural equation modeling was used to reveal the relationships among the factors through a survey of 395 online consumers. The findings indicate that learning stickiness was significantly impacted by switching cost and satisfaction. Learners’ perceived usefulness, perceived interactivity, and expectation confirmation have a significant effect on their satisfaction. Furthermore, learners’ perceived usefulness was significantly influenced by their perceived interactivity and expectation confirmation. The results of this research also provide sustainable development directions for online platforms, such as the quality of curriculum design and the level of interaction between curriculum platforms.

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Kim, Ja Hyeon, and Myong Hwa Park. "Factors Influencing the Continuous Usage Intention of Online Health Community Users." Korean Society of Nursing Research 7, no. 1 (March 30, 2023): 13–22. http://dx.doi.org/10.34089/jknr.2023.7.1.13.

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Purpose : Identifying the influence of perceived usefulness, expectation confirmation, and satisfaction the continuous usage intention among users of online health communities. Methods : Data was collected from 134 online health community users with chronic disease. For data analysis, t-test, ANOVA, Scheffè method, Pearson’s correlation coefficient, and multiple linear regression were performed using the SPSS 26.0 program. Result : Multiple linear regression showed, that satisfaction(β＝.640, p＜.001) and perceived usefulness(β＝.170, p＜.05) affect the continuous usage intention. However, the expectation confirmation(β＝.136, p＝.069) was not statistically significant. Conclusion : As a result of the study, it was found that the perceived usefulness and satisfaction had a significant effect on the continuous usage intention. However, the interpretation of the effect of expectation confirmation on continuous usage intention was not identified in this study, but may be possible to identify in an additional study.

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Lee, Jinhee, Chul Jeong, and Namjo Kim. "Effect of characteristics of YouTube tourism contents on confirmation, perceived usefulness, satisfaction and loyalty : Application of the Expectation-Confirmation Model(ECM)." International Journal of Tourism Management and Sciences 34, no. 8 (December 30, 2019): 47–70. http://dx.doi.org/10.21719/ijtms.34.8.3.

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Illescas, Maria Kathryne A., Ardvin Kester S. Ong, and Josephine D. German. "Online or Traditional Learning at the Near End of the Pandemic: Assessment of Students’ Intentions to Pursue Online Learning in the Philippines." Sustainability 15, no. 8 (April 13, 2023): 6611. http://dx.doi.org/10.3390/su15086611.

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Online learning has been utilized due to the sudden shift taken among educational institutions to continue students’ learning during the COVID-19 pandemic. Three years into the pandemic, universities now offer different modalities of education due to the establishment of online and modular learning modalities. Hence, the intention of students to adapt to online learning despite the availability of traditional learning is underexplored. With the limited availability of face-to-face learning at the near end of the epidemic in the Philippines, this study sought to analyze the factors that influenced behavioral intentions towards continuing online learning modalities. Five hundred students from different universities in the Philippines participated and answered 42 adapted questions in an online survey via Google Forms. Structural equation modeling (SEM) was used in this study, with factors such as an affective latent variable, attitude towards behavior, autonomy, relatedness, competency, expectation, confirmation, satisfaction, and behavioral intention. The study found that attitude towards behavior has the highest positive direct effect on students’ intentions to pursue online learning, followed by expectation and confirmation, satisfaction and behavioral intention, competence and behavioral intention, and the affective variable and satisfaction. The effect of expectations on satisfaction and the affective variable on behavioral intentions was seen to have no significance regarding students’ intentions. This also study integrated expectation–confirmation theory, the theory of planned behavior, and self-determination theory to holistically evaluate students’ intentions to pursue online learning despite the availability of traditional learning. The educational sector can utilize these findings to consider pursuing and offering online learning. Additionally, the study can help future researchers evaluate students’ behavioral intentions concerning online learning.

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Dhia, Afifah Wafir, and Muamar Nur Kholid. "Explaining E-Wallet Continuance Intention: A Modified Expectation Confirmation Model." Jurnal Minds: Manajemen Ide dan Inspirasi 8, no. 2 (December 13, 2021): 287. http://dx.doi.org/10.24252/minds.v8i2.23592.

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This research paper aimed to examine the factors influencing user preferences to continue using E-Wallet. This research paper identified the factors by modifying the Expectation Confirmation Model by adding the Perceived Risk and Trust variables. This research paper employed primary data based on a questionnaire with a sample of E-Wallet users. Data were obtained by distributing online questionnaires, and data from 200 respondents were analyzed using Structural Equation Model – Partial Least Square (SEM-PLS). Data analysis indicated that Perceived Usefulness, Satisfaction, and Trust had a significant positive effect on users' intentions to continue using E-Wallet. On the other hand, confirmation had a positive and significant impact on perceived Usefulness and trust, while no effect on Satisfaction and Perceived Risk. Explanation and implications of data analysis are discussed.

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Halilovic, Semina, and Muris Cicic. "Antecedents of information systems user behaviour – extended expectation-confirmation model." Behaviour & Information Technology 32, no. 4 (April 2013): 359–70. http://dx.doi.org/10.1080/0144929x.2011.554575.

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Baker-Eveleth, Lori, and Robert W. Stone. "Usability, expectation, confirmation, and continuance intentions to use electronic textbooks." Behaviour & Information Technology 34, no. 10 (May 8, 2015): 992–1004. http://dx.doi.org/10.1080/0144929x.2015.1039061.

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Jia, Fu, Dun Li, Guoquan Liu, Hui Sun, and Jorge E. Hernandez. "Achieving loyalty for sharing economy platforms: an expectation–confirmation perspective." International Journal of Operations & Production Management 40, no. 7/8 (June 2, 2020): 1067–94. http://dx.doi.org/10.1108/ijopm-06-2019-0450.

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PurposeThis study explores how sharing platforms achieve platform loyalty through various operation management strategies.Design/methodology/approachA multiple case study method has been conducted in two Chinese sharing economy industries: ride- and bike-sharing. Data were collected through 30 semi-structured interviews with managers from four platform companies (DiDi, Uber China, ofo and Mobike). Individual case studies were developed from the triangulation of all existing data. Concurrent with the development of these individual case studies was a cross-case analysis. Emerging patterns have been identified and compared to previous findings in the literature to build upon and modify the existing knowledge base and to formulate a series of propositions.FindingsPlatform asset characteristics and mergers and acquisitions affect supply network readiness and operational capacity, respectively, and this effect would consequently contribute to achieving platform loyalty through user satisfaction. Moreover, externality, as a moderator, may influence the strength of the relationship between satisfaction and platform loyalty.Practical implicationsThe proposed theoretical model provides an overarching framework for sharing platform companies to design and operate their businesses while carefully examining the situations, contexts and actions of users and other stakeholders and choosing an appropriate strategic mechanism to drive platform growth.Originality/valueThis study is one of the first to empirically explain how firms in a sharing economy sector could gain platform loyalty by adopting an expectation–confirmation theory perspective.

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Chen, Kuanchin, and Paul San Miguel. "Learning continuance of accounting information systems an expectation-confirmation perspective." International Journal of Information Systems and Change Management 5, no. 4 (2011): 335. http://dx.doi.org/10.1504/ijiscm.2011.045834.

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Stone, Robert W., and Lori Baker-Eveleth. "Students’ expectation, confirmation, and continuance intention to use electronic textbooks." Computers in Human Behavior 29, no. 3 (May 2013): 984–90. http://dx.doi.org/10.1016/j.chb.2012.12.007.

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Sailan, Wang. "Influence of Trust on the Spread of Mobile Terminal Products." E3S Web of Conferences 179 (2020): 02049. http://dx.doi.org/10.1051/e3sconf/202017902049.

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In the era of mobile Internet, expanding the spread influence is an effective way to obtain the competitive advantage for mobile terminal products. Based on the technology acceptance model and expectation confirmation theory and combined with the characteristics of tourism mobile commerce, a theoretical model was constructed to influence the degree of trust in mobile service. The questionnaire survey of 240 users who used the tourism mobile commerce as the data source paid special attention to the establishment of the trust degree, and proved that expectation confirmation, brand recognition and interpersonal communication were the key influence factors on the degree of trust.

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Anil Kumar, K., and Subhashree Natarajan. "An extension of the Expectation Confirmation Model (ECM) to study continuance behavior in using e-Health services." Innovative Marketing 16, no. 2 (April 10, 2020): 15–28. http://dx.doi.org/10.21511/im.16(2).2020.02.

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Given the negative utilitarianism and difficulty in maintaining long-term loyalty, hospitals resort to a variety of images that define and redefine their relationship strategies in order to stay patient-centric. As in any other sector, in healthcare, patients play an important role in service design and delivery. The basic services of medical appointment scheduling, online payment and health information search are recognized as one of the most important elements that increase patient footfall, service planning, patient satisfaction and their continued usage, in particular in developing economies such as India. This study seeks to understanding the basic e-Health services continuance usage intention among patients by integrating the Expectation Confirmation Model (ECM) and the Technology Acceptance Model (TAM) and extending them by including certain external variables. With a well-structured questionnaire, a survey of 453 respondents – out-patients and care-givers, who should have used e-Health services at least once, in particular, visited multispecialty hospitals, revealed that along with the ECM and TAM constructs such as satisfaction, confirmation, perceived ease-of-use, and perceived usefulness, the external variables such as trust, social influence, perceived service quality, and perceived privacy and security had a significant influence (p &lt; 0.05) on e-Health services continuance usage. The main findings of the study contribute to developing and empirically testing a model that explains the basic process of motivating the e-Health service users for continuance usage intention.

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Jafari, Mohamad Reza, Kambiz Ahmadi Angali, and Hashem Mohamadian. "Explaining Continuance Intention of Fruit and Vegetable Consumption among the Rural Elderly: An Application of the Expectancy Confirmation Model." Scientific World Journal 2017 (2017): 1–9. http://dx.doi.org/10.1155/2017/1808475.

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Background and Aim. Healthy aging is the permanent right of all people. Thus, the purpose of this work was to investigate the expectation confirmation model constructs on intention of continuing to consume fruit and vegetables among the rural elderly.Materials and Methods. This cross-sectional study was conducted on 332 elderly. The expectation confirmation model served as a theoretical framework. A random sampling was recruited. Data were collected through face-to-face visit in the second 6 months of 2016. The data were then analyzed using LISREL 8.5 and SPSS 16 software.Results. This model could explain 79% of intention to continue fruit and vegetable consumption. The usefulness and satisfaction had the most effect on the intention to continue the consumption of fruit and vegetables.Conclusion. Expectation confirmation model depicted a proper application in explaining the intention to continue the consumption of fruit and vegetables in the elderly. Since perceived benefits were the most important factor in determining the intention to continue F&V consumption in this study, it is required that policymakers utilize suitable efficient strategies to promote the perception of benefits of F&V consumption in the elderly by means of campaigns in the society, organizations, and families.

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Hendri Widiartini, Ni Putu, Lalu Yulendra, and Muhammad Azizurrohman. "ANALISIS KEPUASAN WISATAWAN TERHADAP KUALITAS PRODUK WISATA KULINER SATE IKAN TANJUNG DI KABUPATEN LOMBOK UTARA." Journal Of Responsible Tourism 2, no. 2 (November 16, 2022): 305–18. http://dx.doi.org/10.47492/jrt.v2i2.2163.

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This study aims to determine tourist satisfaction with the quality of Tanjung Fish Satay tourism products in Lombok Regency. This study is a quantitative descriptive study with four sub-variables of tourist satisfaction expectations, performance, comparison, confirmation/disconfirmation as independent variables and one tourism product quality as the dependent variable. The population in this research are tourists who buy tanjung fish satay tourism products and the sample used is 50 respondents and the sampling technique uses porposive sampling with a specific goal, namely tourists who buy cape fish satay products at least twice. Data collection techniques using questionnaires, documentation, interviews, and observations. The data analysis technique used is multiple linear regression with the help of SPSS application. The results of this study indicate that the sub-variables of expectation, performance, comparison, confirmation/disconfirmation partially have a significant effect on the quality of tourism products. The results of the t-test (partial) also show that the sub-variable expectations, comparisons have no significant effect on tourism products and expectations and the actual performance of the product have a significant effect on product quality. Based on the results of the F (simultaneous) test, it shows that the sub-variables of tourist satisfaction expectations, performance, comparison, confirmation/disconfirmation simultaneously have a significant effect on tourism products.

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Beura, Dhananjay, Lingam Naveen, Sujit Kumar Prusty, Ananta Prasad Nanda, and Chinmaya Kumar Rout. "Digital Payment Continuance Intention Using Mecm: The Role of Perceived Experience." International Journal of Professional Business Review 8, no. 6 (June 5, 2023): e02145. http://dx.doi.org/10.26668/businessreview/2023.v8i6.2145.

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Purpose: The purpose of this paper is to examine the determinants of digital payment continuance intention, which is essential for long term success. Theoretical framework: Expectancy confirmation theory developed by Oliver (1980) and then expectancy confirmation model by Bhattacherjee (2001) examined the need of continuance intention. Looking at the significance of digital payment through Mobile phones, Mobile expectation confirmation model and role of perceived experience need to be examined for continuance intention. Design/methodology/approach: Empirical data from 400 Indian users, who had prior experience with digital payment were analysed by using Confirmed factor analysis and structural equation modelling. Findings: The results confirmed that Mobile expectancy confirmation had exploratory power in explaining continuance intention, perceived usefulness, perceived experience and satisfaction of digital payment. Furthermore, perceived experience has moderating role in explaining the relationship between confirmation and continuance intention towards digital payment. Research, Practical & Social implications: The findings help financial service providers to understand the significance of meeting customer expectation and satisfying their need by enhancing perceived experience and usefulness, leading to favourable attitude towards digital payment and continuance intention. Originality/value: This study was based on MECM and contributing to the limited body of research on continuance intention towards digital payment. Furthermore, the role perceived experience was examined to establish the relationship between confirmation and continuance intention along with other variables like perceived usefulness and satisfaction.

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Tiyar, Forouzan Rezaeian, and Hooshang Khoshsima. "Understanding students’ satisfaction and continuance intention of e-learning: Application of expectation–confirmation model." World Journal on Educational Technology 7, no. 3 (December 30, 2015): 157. http://dx.doi.org/10.18844/wjet.v7i3.203.

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The evolution of technologies leads to the great significance of e-learning in the domain of education. Recognition of the crucial factors which influence learners’ aims towards continued use of e-learning would guide teachers, learners and e-learning developers to increase e-learning use. To this end, the present study investigates the Expectation-Confirmation Model (ECM) factors of Post-Adoption Expectation (PAE) which is explored via using language learners’ post-adoption experiences in the use of e-learning systems. Learning process, tutor interaction, peer interaction, and course design are the four factors identified used for extending the perception of language learners’ experiences in e-learning. The survey method was used to empirically validate the suggested model (ECM) of the present study. A total sample of 120 Iranian university students participated in the study.In order to investigate the proposed model, structural equation modelling employing Smart PLS 2.0 was run. The findings indicate that learners’ confirmation of using e-learning has a significant effect on the four aforementioned factors. Learning process and course design are the only two factors that have a significant effect on users’ satisfaction and continuance intention. On the other hand, the results showed that tutor interaction and peer interaction do not have a significant effect on predicting learners’ satisfaction and continuance intention of e-learning systems. Keywords: e-learning, students’ satisfaction, students’ continuance intention, expectation-confirmation model, post-adoption expectation

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이은곤, 동서매, and 시언초. "Chinese Tourist’s Goals, Expectation and Confirmation in Korea: Importance-Performances Analysis." Journal of Product Research 37, no. 2 (April 2019): 53–57. http://dx.doi.org/10.36345/kacst.2019.37.2.006.

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Hsieh, Pi-Jung, Hui-Min Lai, Chen-Chung Ma, Judith W. Alexander, and Memg-Yi Lin. "An Extended Expectation-Confirmation Model for Mobile Nursing Information System Continuance." Research and Theory for Nursing Practice 30, no. 4 (2016): 282–301. http://dx.doi.org/10.1891/1541-6577.30.4.282.

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Nursing is critical in health care systems and comprises the planning, execution, and documentation of nursing care. To better manage health care information during patient care, the use of a mobile nursing information system (MNIS) provides more time to care for inpatients by reducing time-consuming and redundant paperwork. The purpose of this study was to extend the expectation-confirmation model and explore the roles of nursing professional competency (skill in use), habit (customary use), satisfaction (with use), and frequency of prior use in the context of MNIS continuance usage. We randomly chose 3 hospitals from among 14 hospitals in Taiwan that had indicated they used an MNIS. We conducted a field survey of nurses who had experience using the MNIS. We used a valid sample of 90 nurses to test the research model, using structural equation modeling with the partial least squares method. The results show that habit and frequency of prior use had a significant impact on MNIS continuance usage. Satisfaction and frequency of prior use had a significant impact on habit. Nurses’ professional competence is crucial to perceived usefulness and, thus, is relevant in the context of MNIS continuance usage. When habit weakens over time, the continuance intention predicts continuance usage. This study showed that the extended expectation-confirmation model effectively predicts nurses’ MNIS continuance usage and provides implications. Academics and practitioners should understand how nurses’ habits form and how they affect continued MNIS use. Understanding the antecedents of habits can help nursing managers identify and manipulate habit formation.

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A. Rabaa'i, Ahmad, Shareef Abu ALmaati, and Xiaodi Zhu. "Students’ Continuance Intention to Use Moodle: An Expectation-Confirmation Model Approach." Interdisciplinary Journal of Information, Knowledge, and Management 16 (2021): 397–434. http://dx.doi.org/10.28945/4842.

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Aim/Purpose: This study aims at investigating the factors that influence students’ continuous intention to use Moodle, as an exemplar of learning management systems (LMSs), in the post-adoption phase. Background: Higher education institutions (HEIs) have invested heavily in learning management systems (LMSs), such as Moodle and BlackBoard, as these systems enhance students’ learning and improve their interactions with the educational systems. While most studies on LMSs have focused on the pre-adoption or acceptance phases of this technology, the determinant factors that influence students’ continuance intention to use LMSs have received less attention in the information systems (IS) literature. Methodology: The theoretical model for this study was primarily drawn from the expectation-confirmation model (ECM). A total of 387 Kuwaiti students, from a private American University in the State of Kuwait, participated in this study. Partial least squares (PLS) was employed to analyze the data. Contribution: This study contributes to the existing scientific knowledge in different ways. First, this study extends the expectation confirmation model (ECM) by integrating factors that are important to students’ continuous intention to use LMSs, including system interactivity, effort expectancy, attitude, computer anxiety, self-efficacy, subjective norms, and facilitating conditions. Second, this study adds on a Kuwaiti literature context by focusing on the continuous intention to use LMSs, which is, to the best of our knowledge, the first study that extends and empirically assesses the applicability of the ECM in the LMSs context in a developing country – Kuwait. Third, this study conceptually and empirically differentiates between satisfaction and attitude, as two separate affect constructs, which were taken as interchangeable factors in ECM, and were disregarded by a large number of prior ECM studies concerned with continuous use intention. Finally, this study aims to assist HEIs, faculty members, and systems’ developers in understanding the main factors that influence students’ continuance use intention of LMSs. Findings: While subjective norms were not significant, the results mainly showed that students’ continuous intention to use Moodle is significantly influenced by performance expectancy, effort expectancy, attitude, satisfaction, self-efficacy and facilitating conditions. The study’s results also confirmed that satisfaction and attitude are two conceptually and empirically different constructs, conflicting with the views that these constructs can be taken as interchangeable factors in the ECM. Recommendations for Practitioners: This study offers several useful practical implications. First, given the significant influence of system interactivity on performance expectancy and satisfaction, faculty members should modify their teaching approach by enabling communication and interaction among instructors, students, and peers using the LMS. Second, given the significant influence of performance expectancy, satisfaction, and attitude on continuous intention to use the LMS, HEIs should conduct training programs for students on the effective use of the LMS. This would increase students’ awareness regarding the usefulness of the LMS, enhance their attitude towards the LMS, and improve their satisfaction with the system. Third, given the significant role of effort expectancy in influencing performance expectancy, attitude, and students’ continuous intention to use Moodle, developers and system programmers should design the LMS with easy to use, high quality, and customizable user interface. This, in turn, will not only motivate students’ performance expectancy, but will also influence their attitude and continuous intention to use the system. Recommendation for Researchers: This study conceptually and empirically differentiates between satisfaction and attitude, as two separate affect constructs, which were taken as interchangeable factors in ECM and were disregarded by a large number of prior ECM studies concerned with continuous use intention. Hence, it is recommended that researchers include these two constructs in their research models when investigating continuous intention to use a technology. Impact on Society: This study could be used in other countries to compare and verify the results. Additionally, the research model of this study could also be used to investigate other LMSs, such as Blackboard. Future Research: This study focused on how different factors affected students’ continuous intention to use Moodle but did not consider all determinants of successful system, such as system quality, information quality, and instructional as well as course content quality. Thus, future research should devote attention to the effects of these quality characteristics of LMS.

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Baharum, Aslina, Chew Yun Fai, Rozita Ismail, Ismassabah Ismail, Farhana Diana Deris, and Noorsidi Aizuddin Mat Noor. "Evaluation of appliances mobile controller system using expectation-confirmation theory model." Bulletin of Electrical Engineering and Informatics 10, no. 4 (August 1, 2021): 2119–29. http://dx.doi.org/10.11591/eei.v10i4.3061.

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Nowadays, most Malaysians have used overpower usage of house appliances. Malaysian does not have the habit of controlling the household’s electricity consumption every day. Reducing electricity consumption is better for the earth, reducing harmful greenhouse emissions and minimizing the household's overall impact. Besides, one of the safety problems that Malaysian currently face is thieves entering the house when the owner is outstation or traveling. The proposed home appliance controller application can control and calculate the power consumption of home appliances. It can also control and set automatic timing based on the light to cause thieves to realize that the house may have people since the lights were turned on. This paper aims to identify the application features of controllers for home appliances, then develop the mobile application not only for gaming or entertainment but for better, enhanced, convenience and efficiency of lifestyle and finally to evaluate the users’ acceptance towards mobile app using expectation-confirmation theory model. Results show that perceived usefulness significant with confirmation (0.61) and continuance intentions (0.69). Perceived usefulness was demonstrated to be an essential predictor of continuance intentions (0.44). With this system or app, house appliances will be communicated and under control by the house owner.

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Mamun, Md Rasel Al, William D. Senn, Daniel A. Peak, Victor R. Prybutok, and Russell A. Torres. "Emotional Satisfaction and IS Continuance Behavior: Reshaping the Expectation-Confirmation Model." International Journal of Human–Computer Interaction 36, no. 15 (April 20, 2020): 1437–46. http://dx.doi.org/10.1080/10447318.2020.1752478.

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Park, Eunil. "User acceptance of smart wearable devices: An expectation-confirmation model approach." Telematics and Informatics 47 (April 2020): 101318. http://dx.doi.org/10.1016/j.tele.2019.101318.

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Lin, Cathy S., Sheng Wu, and Ray J. Tsai. "Integrating perceived playfulness into expectation-confirmation model for web portal context." Information & Management 42, no. 5 (July 2005): 683–93. http://dx.doi.org/10.1016/j.im.2004.04.003.

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Lee, Hsiang-Ming, Tsai Chen, and Min-Li Hung. "Online Bartering Motivations." Psychological Reports 115, no. 1 (August 2014): 75–90. http://dx.doi.org/10.2466/01.14.pr0.115c15z0.

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This study examined the role of enjoyment in people's decision to barter online. A survey in barter BBS/discussion forums and websites collected data from 135 participants (30 men, 105 women; 71% in the age group of 21–30 years) who barter online. To test a modification of the Expectation Confirmation Model, perceived enjoyment, confirmation of expectations, perceived usefulness, satisfaction, and continuance intention were measured. The data analysis showed that the expanded ECM had good explanatory power, with all paths supported except for perceived usefulness-satisfaction. In the proposed model, 33.1% of the variance in continuance intentions was predicted by the independent variables. Thus, the expanded ECM can provide supplementary information that is relevant for understanding continued online bartering usage. Barter website managers may encourage users' intentions to continue using these websites by emphasizing enjoyable aspects of online bartering.

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Hidayat, Anas. "Effect of Perceived Risk and Expectation Confirmation Model on Purchase Intention Through McDonald’s App." Archives of Business Research 10, no. 2 (February 23, 2022): 110–22. http://dx.doi.org/10.14738/abr.102.11824.

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This study aims to analyze the effect of perceived risk and Expectation Confirmation Model (ECM) towards repurchase intention through the McDonald's application. In particular, this study analyzed the effect of performance confirmation, perceived usefulness, perceived risk, satisfaction towards repurchase intention. The research method used is a quantitative approach. The number of samples used in this study are 290 respondents through an online questionnaire. The data analyzed with structural equation modeling (SEM) and processed by AMOS 24.0. The results of the SEM analysis show that perceived confirmation has a positive and significant effect on perceived usefulness and satisfaction. Perceived usefulness has a positive and significant effect on satisfaction. Satisfaction has a positive and significant effect on repurchase intention. Perceived risk has a positive and not significant effect on satisfaction. Also, perceived risk has negative and not significant effect on perceived usefulness and repurchase intention.

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Rahi, Samar, and Mazuri Abd Ghani. "Examining internet banking user’s continuance intention through the lens of technology continuance theory and task technology fit model." Digital Policy, Regulation and Governance 23, no. 5 (October 4, 2021): 456–74. http://dx.doi.org/10.1108/dprg-11-2020-0168.

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Purpose The long-term success of internet banking (IB) services is connected with continuous use. Therefore, examining factors which influence IB user continuance intention is important. Grounded in technology continuance theory, bank transparency and task technology fit (TTF) model, the purpose of this study is to develop a unified technology continuance model to investigate IB user continuance intention. Design/methodology/approach The research model was empirically tested with 348 responses. Respondents included in this study had prior experience with IB services. For hypotheses testing, the structural equation modelling approach was used. Findings Findings indicate that the research model has substantial power in explaining IB user continuance intention. Importance performance matrix analysis revealed that bank transparency had the highest importance in determining IB user continuance intention. Therefore, factors like user satisfaction and perceived usefulness have shown a medium level of importance in determining IB user continuance intention. Satisfaction is influenced by perceived usefulness and confirmation and established a significant impact on IB user continuance intention. Practical implications The findings of this research are useful for bank managers and policymakers to develop and design IB services according to user’s expectations. Results demonstrate that expectation confirmation and perceived usefulness are antecedents of IB user satisfaction and IB user continuance intention. In addition to that bank, transparency has shown a significant effect on user expectation and IB user continuance intention. These findings established that accuracy in sharing bank information and clarity in transaction charges encourage the user to continue the use of IB services. Originality/value The current study develops a unified technology continuance model based on the TTF model and technology continuance theory and investigates IB user continuance intention. Moreover, bank transparency is added in the technology continuance model and established a significant impact towards user expectation confirmation and continuance intention. These findings contribute to the limited body of research in the context of IB user continuance intention and enrich information system literature.

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Lee, Hsu-Hua, and Hui-Chun Sung. "Unveiling the Confirmation Factors of Information System Quality on Continuance Intention towards Online Cryptocurrency Exchanges: The Extension of the Expectation Confirmation Model." Information 14, no. 9 (August 29, 2023): 482. http://dx.doi.org/10.3390/info14090482.

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This study is based on the Expectation Confirmation Model and the Information System Success Model to evaluate the influence of perceived usefulness and satisfaction towards online cryptocurrency exchanges. Therefore, this study deconstructs the “confirmation” component of the information system continuous use model into three different components: confirmation of information quality, confirmation of system quality, and confirmation of service quality, to investigate the factors that influence the desire to use online cryptocurrency exchanges continuously. This research used a questionnaire methodology, with data collected from 248 users of cryptocurrency platforms. This study found that perceived usefulness and satisfaction significantly correlated with continuance intention. Furthermore, information quality, system quality, and service quality significantly correlated with perceived usefulness and satisfaction. Finally, perceived usefulness was found to be significantly correlated with satisfaction.

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Journal articles on the topic 'Expectation confirmation'

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