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.

There was a lack of knowledge about the user’s acceptance of smart devices as ubiquitous learning (u-learning) tools at higher education institutions in Sweden. As the mobile technology grows, the demand for mobile devices, particularly smart devices increases as well. With the increase in the usage of smart devices, the higher education institutions provide mobile learning platforms to attract more customers in the competitive industry of education. Thus, understanding the key factors from the perspectives of end-users is important for the institutions to survive in the competitive market. This study explores and explains Behavioral and Continuance intentions of students regarding the acceptance and usage of smart devices (Smartphones and Personal Digital Assistants or PDA) as u-learning tools. Key factors related to the users’ intentions to accept and continue using smart devices as u-learning tools were identified and hypothesized in the Swedish context. Ten hypotheses were suggested based on TAM, UTAUT, and ECT. To achieve the aim and objective of this study, a quantitative approach was chosen, and a survey strategy based on purposive and convenience sampling techniques were used. A web-based questionnaire on five-points Likert Scale was designed to collect the required data. 115 (96 valid) students answered the questionnaire. The collected data were used to conduct statistical operations in SPSS. Five hypotheses were supported, and the other five were not. The findings suggest that Performance Expectancy, Perceived Mobility value, Confirmation, and Satisfaction positively influence both Behavioral and Continuance Intentions of students to accept and continue using smart devices as u-learning tools. According to the findings, Confirmation and Satisfaction from ECT can be included as separate constructs in UTAUT and UTAUT2. Higher education institutions planning to have (and those that already have) learning platforms, compatible with smart devices, can benefit from the findings. Higher education institutions can also design their u-learning platforms according to the Performance Expectancy, Perceived Mobility value, Confirmation, and Satisfaction of the students. / Master program in Strategic-IT Management

Intelligent conversational agents (ICAs) are artificial intelligence (AI)-enabled systems that can communicate with humans through text or voice using natural language. The first ICA, “Eliza,” appeared in 1966 to simulate human conversation using pattern matching. Commercial ICAs appeared on the AOL and MSN platforms in 2001 and aided in developing advanced AI and Human-Computer Interaction (HCI). Since then, ICAs have progressively appeared in consumer products and services. Their success depends on the user’s experience and attitude towards these services. This research examines customer attitudes towards ICAs through a theoretical framework of integrated Expectation Confirmation Theory (ECT) and Task Technology Fit Theory (TTF). By exploring user experience via an experiment that engages end-users with ICA’s different functions and tasks, this study examines user perception of ICA’s AI capabilities, such as Conversation Ability, Friendliness, Intelligence, Responsiveness, Task Performance, and Trust. This research investigates how customer satisfaction with ICA capabilities and perceived task technology fit influence their intention to use ICAs. A field survey of 380 Canadian end-users utilizing ICAs on the websites of five large Canadian telecom service providers enabled empirical testing of the model. / Thesis / Doctor of Philosophy (PhD)