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.

The aim of this thesis essay is to show that Bayesian confirmation theory can be used instead of the hypothetico-deductive method for all sciences.Føllesdal argues in his paper "Hermeneutics and the hypotheticodeductive method" that the hypothetico-deductive method is used in all sciences, only more or less visible and this paper takes his arguments and applies the same reasoning to Bayesian confirmation theory. To do this, an an example of literature study is gone through where the Bayesian confirmation theory is applied. The cases of confirmation and disconfirmation from the hypothetico-deductive method are worked through in terms of Bayes' theorem and the conclusions are that Bayesian confirmation theory can be used with respect to all sciences and that it might prove even better since its higher adaptability.

With the rapid development of IT and broadband network, voice, data and video services are gradually integrated. IPTV is one of the popular products, which can deliver and provide consumers a variety of digitized content over the internet. Despite of the advantages mentioned above, IPTV in Taiwan is still not a threat to traditional TV. Therefore, many interesting issues were coming up. One of the interesting issues is looking into the factors of influencing continuance intention. This study explores the factors through the literature reviewing and the data collected from practitioners and participants. Moreover, we try to explain and verify the factors affecting the continuance intention by proposing a new model derived from Value-based Adoption Model (VAM) and Exception-Confirmation Model (ECM). In this research, an empirical survey methodology with 7 hypotheses was applied to verify this model. Partial Least Squares (PLS) was used to analyze the data and evaluate the model. The results not only identify the effective factors of perceived benefit and perceived sacrifice to IPTV services, but also showed that perceived value was influenced by the trade-off between perceived benefit and sacrifice, as well as by the consumers¡¦ confirmation level. The value that consumers perceive from IPTV services will have a significant effect on satisfaction and the continuance intention. In sum, the study explores the factors of perceived benefit and perceived sacrifice, and proposes a more comprehensive framework to explain the ¡§continuing using behavior¡¨. This study also provides a reference model for the value-based or IPTV research and some suggestions for the IPTV practitioners.

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.

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.

O estudo de sistemas complexos nos ajuda a entender como regras locais simples podem gerar padrões agregados complexos e muitas vezes inesperados. Quando as regras são bem definidas e os padrões observáveis, o sistema pode ser modelado e seus resultados comparados. Um dos maiores desafios para a modelagem de sistemas complexos é definir a regra de interação responsável pelo comportamento complexo. Em dinâmica de opiniões, padrão complexo e inesperado pode ser o súbito consenso ou até mesmo a polarização, e objetivo, então, se torna verificar em que circunstâncias podemos observar pessoas concordarem ou descordarem. Embora haja uma série de modelos de dinâmica de opiniões para descrever como as pessoas interagem, cada um define a regra de formação da opinião de forma ad hoc. O modelo CODA (Continuous opinions and Discret Actions) propõe uma fundamentação teórica para os modelos de dinâmica de opiniões baseada em teoria de probabilidade. Suas aplicações se estendem desde estudos sobre inovação à epistemologia. Nesta dissertação, aprofundamos os estudos de epistemologia que envolvem o CODA, investigando principalmente o efeito da confiança no processo de confirmação cientifica. Nossas simulações corroboram investigações sociológicas e históricas sobre o papel fundamental da confiança no processo de aquisição e geração do conhecimento / The study of complex systems helps us understand how simple local rules can generate complex and often unexpected aggregate patterns. When the rules are well defined and patterns observed, the system can be modeled and its results compared. One of the major challenges for modeling complex systems is to define a rule of interaction responsible for complex behavior. In opinion dynamics, complex and unexpected pattern may be the sudden consensus or even a polarization, so the aim it is to verify under what circumstances we can observe agreement or disagreement. Although there are a number of models of opinion dynamics to describe how people should interact with each other, each one defines an ad hoc opinion formation rule. The model of opinion dynamics CODA (Continuous Opinions and Discret Actions) proposes a theoretical framework for the models of opinion dynamics, based on probability theory. Their applications range from studies on innovation to epistemology. In this dissertation, we deepen the studies of epistemology that involve the CODA, investigating mainly the effect of the trust in the process of scientific confirmation. Our simulations corroborates sociological and historical researches on the role of trust in the process of acquisition and generation of knowledge

O estudo de sistemas complexos nos ajuda a entender como regras locais simples podem gerar padrões agregados complexos e muitas vezes inesperados. Quando as regras são bem definidas e os padrões observáveis, o sistema pode ser modelado e seus resultados comparados. Um dos maiores desafios para a modelagem de sistemas complexos é definir a regra de interação responsável pelo comportamento complexo. Em dinâmica de opiniões, padrão complexo e inesperado pode ser o súbito consenso ou até mesmo a polarização, e objetivo, então, se torna verificar em que circunstâncias podemos observar pessoas concordarem ou descordarem. Embora haja uma série de modelos de dinâmica de opiniões para descrever como as pessoas interagem, cada um define a regra de formação da opinião de forma ad hoc. O modelo CODA (Continuous opinions and Discret Actions) propõe uma fundamentação teórica para os modelos de dinâmica de opiniões baseada em teoria de probabilidade. Suas aplicações se estendem desde estudos sobre inovação à epistemologia. Nesta dissertação, aprofundamos os estudos de epistemologia que envolvem o CODA, investigando principalmente o efeito da confiança no processo de confirmação cientifica. Nossas simulações corroboram investigações sociológicas e históricas sobre o papel fundamental da confiança no processo de aquisição e geração do conhecimento / The study of complex systems helps us understand how simple local rules can generate complex and often unexpected aggregate patterns. When the rules are well defined and patterns observed, the system can be modeled and its results compared. One of the major challenges for modeling complex systems is to define a rule of interaction responsible for complex behavior. In opinion dynamics, complex and unexpected pattern may be the sudden consensus or even a polarization, so the aim it is to verify under what circumstances we can observe agreement or disagreement. Although there are a number of models of opinion dynamics to describe how people should interact with each other, each one defines an ad hoc opinion formation rule. The model of opinion dynamics CODA (Continuous Opinions and Discret Actions) proposes a theoretical framework for the models of opinion dynamics, based on probability theory. Their applications range from studies on innovation to epistemology. In this dissertation, we deepen the studies of epistemology that involve the CODA, investigating mainly the effect of the trust in the process of scientific confirmation. Our simulations corroborates sociological and historical researches on the role of trust in the process of acquisition and generation of knowledge

Social network site (SNS) has been very popular with global Internet users since 2008, the amount of social network users grew very much. Based on some reasons, users enjoyed using social network site. However, whether the current users or new users will continue to use social network site or not is an issue today. To assure social network site¡¦s company could develop and run well in the future, we must realize the factors that can increase and retain the user to use. This study based on expectation confirmation theory (ECT) and through literature review to explore the factors that can influence the user¡¦s satisfaction. Successfully, we integrated perceived utilitarian benefit and perceived hedonic benefit into original ECT model. In this study, an empirical survey methodology with eight hypotheses was applied to verify this model. Covariance-based structural equation model (SEM) was used to analyze data and evaluate the model. The results pointed out that past ECT model with only one aspect can be extended from utilitarian and hedonic dimensions. It indicated that confirmation of utilitarian benefit, perceived utilitarian and hedonic benefits have significant influence on user¡¦s satisfaction. Lastly, user¡¦s satisfaction will positively influence the continuance intention. In sum, this study integrated utilitarian and hedonic dimensions into original ECT model, and proposed a more comprehensive framework to explain the continuance usage of social network site. This study also provided a reference model for future continuance intention research and some suggestions for social network site practitioners.

Since the advent of the Internet, online shopping has grown substantially across the globe. Understanding how to increase customers¡¦ loyalty through lifting up the level of satisfaction has been emphasized by both researchers and practitioners. Through integrating expectation-confirmation theory and IS success, this study attempts to examine how consumers¡¦ expectation, perception and confirmation and satisfaction on information quality, system quality, and service quality affects their continuance intention toward online shopping. Different from prior research focusing on overall satisfaction and continuance intention, this study proposed an extended model to examine consumers¡¦ satisfaction and continuance intention. The model and relationship were tested and validated by using data collected from 368 full- and part-time students in four universities in Taiwan. The results showed that confirmation and satisfaction are strongly affected by perceived quality but not expectation. However, the impact of satisfaction on continuance intention is not as strong as expected. The implication for research and practice are also discussed.

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.