The new information technology is becoming an important factor in the future development of financial service industry, most of banks are using the Internet as a new distribution channel, people use the Internet bank to keep an eye on their money matters, view their account balance and check receiving payments,Currently, one stream of internet banking customer retention research focus primarily on the determinants of continuance intention from cognitive perspective based on technology adoption model (TAM), whereas another stream of internet banking customer satisfaction research focused on the emotion from affective events theory (AET), the studyattempts to bridge the two streams of research and to explain internet banking customer post-adoption behavior. Internet banking customer behaviors research focused on the benefits of the system in determining systems success, the benefits of internet banking are discussed from five points of view; time saving, cost saving, fast, accessible, and available, we use the term ¡§utilitarian benefits¡¨ to refer to the functional, on the other hand, internet banking customer behaviors research focused on the benefits of the emotion, the benefits of internet banking are discussed from five points of view; excitement, cheerfulness, delight, security, confidence, we use the term ¡§hedonic benefits¡¨ to refer to the aesthetic. Finally, the result show that hedonic benefit improves customer satisfaction more than utilitarian benefit.

This research examines post-adoption behavior (discontinuance versus continuance) with the context of Intranet use. Multiple theories are used as theoretical frameworks to extend information communication technology research to the case of post-adoption behavior. Three research questions and six sets of hypotheses are formulated to distinguish discontinuers from continuers, to identify factors related to discontinuance in comparison to continuance, and to explore reasons behind their discontinuance. Results indicate that discontinuers can be discriminated from continuers based on technological attributes (compatibility and usefulness), use-related outcomes (satisfaction, behavioral control, and enjoyment), social influences (work group membership, subjective norms, image, and critical communication partners' perception), and organizational mediations (perceived voluntariness, organizational support, top management support, and organization's innovation climate). This research also found that there are different types of discontinuers (replacement, disenchantment, partial, reserved, indifferent, and political discontinuers) and that replacement and partial discontinuers can be discriminated from reserved and indifferent discontinuers with respect to individual characteristics (risk-taking personality, independent judgment capacity, personal innovativeness, and self-efficacy) as well as factors associated with post-adoption system use. Additionally, this research found that discontinuers are more like to be dissatisfied with organizational communication than are continuers. Among discontinuer categories, reserved discontinuers are the most likely to be satisfied, while political discontinuers are the least likely to be satisfied with organizational communication. Overall, these findings help us better understand the complex nature of post-adoption behavior in organizational context. In fact, the findings suggest that people are not passive recipients of an innovation even where the innovation implementation decision is made by an organization. Rather than accepting organizational decision, they experiment with it, evaluate it, develop positive or negative feelings about it, and work around it. Particularly, the diverse list of actions (e.g., replacement, reservation, indifference, partial use, etc.) highlights the complex nature of post-adoption behavior and contrasts with the widely cited adopter categories, where discontinuers are treated as identical with later adopters. This gives much needed attention to post-adoption behavior, which complements the diffusion literature's predominant focus on initial adoption. Theoretical and practical implications as well as future directions are also discussed. / text

The primary focus of this research is explicating the role of emotion in IT post-adoption behavior. Studied in the context of intelligent personal assistants (IPA), a class of conversational artificial intelligence (AI), the first study integrates elements from computer science, communications, and IS disciplines. The research identifies two constructs vital for speech-based technologies, natural language understanding, and feedback, and examines their role in use decisions. This work provides guidance to practice on how best to allocate R&D investments in conversational AI. The second essay examines the IT continuance through the theoretical lens of the expectation-confirmation model (ECM), incorportating cognitive and emotional satisfaction into the ECM framework. Empirical testing of the model suggests that it offers additional clarity on IT continuance phenomena and provides a significant improvement to the explanatory power of ECM in the context of an emerging technology. The third essay is one of the earliest efforts to conceptualize and test a theoretical model that considers emotional attachment in IT continuance behavior. This essay develops a novel model to investigate this phenomenon based on emotional attachment theory, and empirically validates the proposed model in the context of conversational artificial intelligence systems. While the existing theories of IT continuance focus on purely rational, goal-oriented factors, this study incorporates non-cognitive aspects by including the emotional consequences of IT continuance and offers evidence that attachment can exist even in the absence of cognitive factors.