Yes / The continuous use of eGovernment services is a de facto for its prosperity and success. A generalised sense of citizens' self-efficacy, expectations, and satisfaction offer opportunities for governments to further retain needed engagements. This study examines the factors influencing citizens' continuance use of eGovernment services. Through the integration of Social Cognitive Theory, Expectation Confirmation Theory, DeLone and McLean IS success model, and E-S-QUAL, a survey of 471 citizens in the UK, engaging in online public services, found that prior experience, social influence, information quality, and service quality, personal outcome expectation, and satisfaction, are significant predictors of citizens' intention to use eGovernment, when they are regulated, through citizens' self-efficacy. The present study extends the roles of pre-adoption and post-adoption by offering a self-regulating process. Therefore, it demonstrates how critical it is for the government's leaders to understand the patterns of the long-term process for electronic systems continually. / There is a corrigendum for this paper at https://doi.org/10.1016/j.giq.2020.101492. Elvira Ismagilova was not included as an author on the original record when she should have been.

The increasing use of the Internet over recent years has forced governments and individuals to utilise Information & Communication Technology (ICT) in the form of electronic government (e-government), more specifically Public Sector Online Services (PSOS) as a subset of egovernment. However, the success of PSOS delivery is dependent on usage and on the growing concerns about the perceived information and service quality of PSOS and their influence on self-efficacy, satisfaction and personal outcome expectation towards ‘continuance intention’ to use the PSOS systems. Retaining current PSOS users is crucial to ensure better utilisation of ICT investments through a regulated process that considers citizens’ personal factors while using PSOS. If the level of PSOS quality is low, citizens are likely to revert to using traditional systems, leaving the new ICT systems underutilised. Few studies have investigated the influences of information and service quality on personal factors, such as self-efficacy, personal outcome expectation and satisfaction, towards intention to continuing to use PSOS. To fill this gap, the present study develops a PSOS quality model by associating it with citizens’ self-efficacy, satisfaction, personal outcome expectation, social influence, prior experience, and continuance intention. Therefore, the purpose of this study is to investigate the salient factors influencing citizens’ intention in the context of PSOS use. A research model of eight constructs is developed by integrating Social Cognitive Theory (SCT), Expectation Confirmation Theory (ECT), the DeLone and McLean IS success model, and E-S-QUAL. To validate the model, a quantitative-positivist approach methodology is used as the research paradigm; it employs a cross-sectional survey design as well as componentbased structural equation modelling (SEM) by using Analysis of Moment Structures (AMOS) as the data analysis technique. In total, 471 self-administrated questionnaires were found usable for data analysis and 17 hypotheses were formulated and tested. Overall, the modelling demonstrates a good fit with the observed data. The findings show that prior experience, social influence, information quality and services quality are significant predictors of citizens’ intention to use PSOS if these latent constructs are regulated through selfefficacy. The results exhibit positive relationships with the other constructs in the model except social influence and information quality towards personal outcome expectation and satisfaction. Further, the results show that service quality is the most influential variable in the present model. This highlights the vital role of service quality while delivering PSOS. Theoretically, the present study extends the roles of pre-adoption and post-adoption by offering a self-regulating process through self-efficacy as a physical ability. Further, the study reveals the importance of personal outcome expectation (internal stimuli) as well as satisfaction (external stimuli) as cognitive factors that represent personal goal assessments. Practically, the current study offers managers a mechanism in how to deal with end-users on a continuance basis while delivering online service through short- and long-term strategies. In summary, the present study marks a significant contribution in better understanding the utilisation of egovernment systems and can serve to better self-regulate outcomes for both citizens and government. Keywords: electronic service, e-service, electronic government, eGovernment, e-government, service quality, information quality, social influence, self-efficacy, personal outcome expectation, satisfaction, continuance intention.

This study proposes a model of e-shopping continuance intentions that incorporate the revised technology acceptance model and expectation confirmation theory to measure continuance online shopping intentions within Saudi Arabia. Using structural equation modelling to confirm the model fit, and a 463-person sample, the author finds that perceived usefulness, enjoyment, and subjective norms determine online shopping continuance intentions, across male (30% of the sample) and female (70%) respondents. The structural weights are largely equivalent, yet the regression paths from site quality to perceived usefulness and perceived usefulness to continuation intentions are not invariant across the research sample. This research thus moves beyond consideration of online shopping intentions to include factors that may affect online shopping continuance. The research model is able to explain 61% of the variance in intentions to continue shopping online. Therefore, online strategies cannot ignore either direct or indirect differences in continuance intentions due to behaviour differences among shoppers in Saudi Arabia. With the high percentages of participants from the main populated regions in Saudi Arabia, the research model can be generalized across Saudi Arabia. Thus, the research has added to the limited literature on online repurchase intention or continuance intention by testing the proposed model in a context that has never before been tested. Furthermore, few prior studies use SEM as their methodological approach, and even fewer apply invariance analysis to verify behavioural differences based on gender, regional, education, e-shopping experience, and e-shopping spending with a sample obtained from Saudi Arabia. This study addresses these various knowledge gaps. Moreover, this thesis provides managers with useful and important information they can use to plan their Web sites and marketing strategies. The findings will help e-retailers to identify which web site attributes influence consumers’ e-shopping intentions, and thus improve the effectiveness of their e-shopping sites. A more thorough understanding of e-shopping continuance intention helps e-retailers to entice e-shoppers to shop online more, and entice non-online shoppers to shop online. Keywords: Internet shopping, e-shopping, technology acceptance, behavioural differences, continuance intentions, online shopping, Saudi Arabia.

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.

Understanding information technology and its related products and services is increasingly important because the everyday use of technology continues to expand and broaden. Despite this need for greater understanding, the extant theories that explore the dominant factors that drive intention to use a new technology are limited. The Technology Acceptancy Model (TAM) is the most popular model in explaining traditional technology adoption. The limitations of the TAM in grasping the overall evaluation of technology or service are one of motivations for developing new models in this dissertation. The two antecedents of the TAM- perceived usefulness and perceived ease of use- only capture partial utility of a service (or product). In addition, some researchers argued that key factors used in an initial acceptance model such as perceived usefulness and perceived ease of use are not strong predictors of future continuance intention of the service because they do not consider future switching intention in the later stage. Hence, one goal of this dissertation is to develop and test new models to predict factors that drive intention and continuance intention decisions of new technology related products or services. This research involves three studies that examine different aspects of adoption and continuance intention decisions of new technology-related products or services. Essay 1 posits and empirically tests a new model that examines service vendor quality, service outcome quality, and trust as drivers of cloud-based services by adopting the frameworks from marketing, behavior intention and information technology research. The model is referred to as the quality trust model (QTM). The quality of cloud-based services involves the quality of vendors and the quality of service outcomes; its effectiveness is mirrored by trust of the services. Data from an online survey of 355 respondents were used to test the research model. The results show that vendor quality and outcome quality influence trust, which is positively correlated with intention. However, vendor quality appears less salient than outcome quality in motivating usage of cloud-based services. We discussed the implications of the model and findings for practitioners searching for solutions in driving user participation, as well as for academics fascinated with a deeper understanding of roles of quality and trust in an individual level of decision-making behavior. Essay 2 posits and develops a model that includes the influences of reliability and flexibility on service quality, and influences of service quality on consumer perceived benefits and satisfaction, which consequently influences continuance intention of cloud services. The model explained 50% of satisfaction, which consequently explained 58% of continuance intention. We also examined the mediated effects among key drivers and validated the prominence of service quality in the IS continuance intention model. We delivered implications for academia and practice. Essay 3 unifies two theoretical frameworks a motivational model (MM) and expectation and confirmation theory (ECT) related to continuance intention and develops a new model that examines continuance intention of using smart devices. The article investigates the role of confirmation in the success of continuance intention of smart devices- the case of smartphones. We propose that confirmation is an antecedent of perceived enjoyment, perceived usefulness, and satisfaction. We also posit that confirmation directly influences continuance intention to use the devices. The paper will also propose that three specific advanced attributes - cost advantages, access to specialized resources, and quality improvement- will affect confirmation. An empirical examination of the model showed that confirmation predicts perceived enjoyment, perceived usefulness, and satisfaction, which mediates the effects of confirmation on continuance intention of smartphones. Hence, confirmation constitutes an important indirect factor influencing smartphones post adoption. Furthermore, cost advantages, access to specialized resources, and quality improvement all had significant influences on confirmation. The research contributes to the literature by confirming the important role of confirmation in smartphones adoption and by presenting that specific advanced attributes available to a user during a later phase can help enhance perceived enjoyment, perceived usefulness, and satisfaction. For managers of smart devices design, the study implies that building into the devices the ability to accommodate advanced attributes can elevate the possibility of persistent success.

L’objectif de cette recherche est d’étudier l’influence du comportement et des affects sur l’intention de continuer l’usage d’une technologie de l’information, l’Internet Mobile. Un modèle conceptuel a été développé en se basant sur les recherches antérieures (notamment le modèle TAM et le modèle ECM) et une recherche qualitative. Ce modèle de la continuité d’usage permet d’étudier l’impact du comportement présent (usage et satisfaction) sur les réponses futures (intention de continuer l’usage). L’usage et la satisfaction sont influencés par les perceptions de l’Internet Mobile (utilité, facilité, amusement, valeur et qualité). Les relations du modèle sont modérées par un ensemble de variables modératrices (genre, âge et ancienneté d’usage). La collecte des données a été effectuée à l’aide d’un questionnaire en ligne. L’analyse des données par les équations structurelles a permis de valider empiriquement onze hypothèses de recherche issues de ce modèle. Les résultats suggèrent que l’intention de continuer l’usage de l’Internet Mobile est déterminée par l’usage de ce service et par la satisfaction des utilisateurs. La satisfaction des utilisateurs, à son tour, est influencée par la facilité, l’amusement et la qualité des services alors que l’usage est déterminé par l’utilité, la facilité, l’amusement et la valeur. Les implications managériales et théoriques, ainsi que les voies futures de recherche ont été mises en perspectives / The purpose of the current research is to investigate the influence of behavior and affect on the continuance intention of an information technology, the Mobile Internet. A conceptual model, based on a literature review (including the models TAM and ECM) and a qualitative research, is proposed. This post-adoption model examines the impact of the actual behavior (usage and satisfaction) on future responses (continuance intention). Usage and satisfaction are influenced by Mobile Internet post-adoption beliefs (usefulness, ease of use, enjoyment, value and quality). A number of moderating variables are included (gender, age and past experience). Data collection was performed using a web questionnaire. Data analysis by structural equation has empirically validated eleven research hypotheses derived from this model. The results suggest that mobile Internet continuance intention is determined by usage and satisfaction. User satisfaction, in turn, is influenced by ease of use, enjoyment and quality while usage is determined by usefulness, ease of use, enjoyment and value. Theoretical and managerial implications of the results are discussed. Finally, suggestions concerning future research about Mobile Internet are presented

The mobile banking is an increasingly popular service for customers of the traditional banking industry. On the surface, China has the highest adoption rate of this new technology, yet many users do not remain active or they only use mobile banking for the simplest tasks such as checking their balance. This research was designed to uncover the reasons for these two issues by identifying the major factors influencing users' intention to continue using mobile banking (continuance intention) as well as their behavioural intention to try new mobile banking functions. To do so, an integrated model was developed on the basis of the unified theory of acceptance and use of technology model (UTAUT), task-technology fit model (TTF) and expectation confirmation model (ECM). Empirical data were collected from China's mobile banking users and the integrated model was tested using Partial Least Squares Structural Equation Modelling (PLS-SEM) approach. The results indicate that the main factors which positively influence the continuance intention include satisfaction, performance expectancy and effort expectancy. Continuance intention, in turn, influences behavioural intention to try new functionality, together with social influence, facilitating conditions and confirmation. Moreover, some mediating effects were discovered. For example, task-technology fit may indirectly affect the continuance intention through users' satisfaction. The research results have a number of theoretical contributions. Firstly, this research discovers that the impact of task-technology fit on users' continuance intention towards mobile banking is fully mediated by users' satisfaction. This enriches the extant literature that is mostly focused on the technology perceptions (e.g. performance expectancy and effort expectancy) of users. Secondly, this research identifies that satisfaction also mediates the impact of confirmation of expectations on continuance intention, also extending the literature on the continuance usage of information systems. Thirdly, this research fills the gap in extant research regarding users' intention to try new mobile banking functions, by proposing a new integrated model using constructs from UTAUT, TTF, and ECM, and demonstrating that continuance intention itself fully mediates the impact of performance expectancy and effort expectancy on behavioural intention. The new model has a high explanatory power than each individual model offers. The research results also have management implications in terms of how to improve the task-technology fit to support continuous use and extended the use of mobile banking. For instance, to improve continuance intention banks can improve satisfaction by optimising task-technology fit. This in turn will require better understanding of users' different task requirements in specific market segments. In addition, banks can also attract users' behavioural intention to try new functionality by timely updating corresponding technology and launching marketing campaigns to keep users informed of any new functions of their mobile banking application.

Made available in DSpace on 2014-12-17T13:53:36Z (GMT). No. of bitstreams: 1 FernandoAMP_DISSERT.pdf: 4889933 bytes, checksum: eb2490758c2015cbb2e20ab438824277 (MD5) Previous issue date: 2013-03-21 / The present study aims to investigate the constructs of Technological Readiness Index (TRI) and the Expectancy Disconfirmation Theory (EDT) as determinants of satisfaction and continuance intention use in e-learning services. Is proposed a theoretical model that seeks to measure the phenomenon suited to the needs of public organizations that offer distance learning course with the use of virtual platforms for employees. The research was conducted from a quantitative analytical approach, via online survey in a sample of 343 employees of 2 public organizations in RN who have had e-learning experience. The strategy of data analysis used multivariate analysis techniques, including structural equation modeling (SEM), operationalized by AMOS? software. The results showed that quality, quality disconfirmation, value and value disconfirmation positively impact on satisfaction, as well as disconfirmation usability, innovativeness and optimism. Likewise, satisfaction proved to be decisive for the purpose of continuance intention use. In addition, technological readiness and performance are strongly related. Based on the structural model found by the study, public organizations can implement e-learning services for employees focusing on improving learning and improving skills practiced in the organizational environment / Este estudo busca investigar os construtos da Escala de Prontid?o Tecnol?gica (TRI) e da Teoria da Desconfirma??o da Expectativa (EDT) como determinantes da satisfa??o e da inten??o de continuidade de uso em servi?os de e-learning. ? proposto um modelo te?rico que busque mensurar o fen?meno adequado ?s necessidades das organiza??es p?blicas que oferecem cursos de capacita??o ? dist?ncia com uso de plataformas virtuais para seus funcion?rios. A pesquisa foi desenvolvida a partir de uma abordagem anal?tica quantitativa, por meio de survey online em uma amostra de 343 funcion?rios de 2 organiza??es p?blicas do RN que tiveram experi?ncia em elearning. A estrat?gia de an?lise de dados utilizou t?cnicas de an?lise multivariada, incluindo a an?lise de equa??es estruturais (AEE), operacionalizada pelo software AMOS?. Os resultados apontaram que qualidade, desconfirma??o da qualidade, valor e desconfirma??o do valor impactam positivamente na satisfa??o, assim como a desconfirma??o da usabilidade, a inovatividade e o otimismo. Da mesma forma, a satisfa??o mostrou ser determinante para a inten??o de continuidade de uso. Em adi??o, a prontid?o tecnol?gica e o desempenho apresentam forte rela??o entre si. Com base no modelo estrutural encontrado pelo estudo, as organiza??es p?blicas podem implementar servi?os de e-learning para os funcion?rios se concentrando na melhoria de aprendizagem e no aprimoramento de habilidades praticadas no ambiente organizacional

本研究以針對B2B資訊系統設計之資訊系統成功模型(IS Success Model)作為假設架構，探討使用者滿意度與持續使用意願間的關係，並加入個人創新特質做為影響持續使用意願之假設，在研究架構中，分別探討資訊品質與系統品質與使用者滿意度的關係，以及使用者滿意度與個人創新特質分別對持續使用意願的關係。 本研究透過問卷法抽樣進行資料蒐集，選擇2010台北國際電子產業科技展之參展廠商作為研究對象，在回顧大量文獻與研究架構，並且排除無效問項後，進行問卷調查與分析，總共回收117份有效問卷，以PLS(Partial Least Squares)法進行分析後，得到以下結論： 使用者對於資訊系統的滿意度與系統品質及資訊品質呈現正相關，當資訊品質越高，也就是資訊系統產出的資訊之品質越好時；使用者滿意度會越高；當系統品質越高時，也就是資訊系統本身的特性越好時，使用者滿意度會越高。本研究更進一步發現，資訊系統持續使用意願受到使用者滿意度及個人創新特質影響，使用者滿意度與持續使用意願有正相關，滿意度越高時，持續使用的意願會越高；個人創新特質與持續使用意願也呈現正相關，當使用者之個人創新特質越強烈時，持續使用資訊系統的意願會越高。 / This research, based on the IS Success Model proposed by DeLone and McLean(1992), the B2B information system regarding the relationship between user satisfaction and continuance usage. Personal innovativeness was added to test its relationship with continuance usage. Within the hypothesized framework, the impacts of latent variables in system quality and information quality on user satisfaction are examined and tested, respectively. The research is conducted through sampling by a survey from companies attending the 2010 Taipei International Electronics Show. Of 121 samples collected, 117 are effective. By analyzing the samples with the PLS (Partial Least Squares) method, the research concluded the following: User satisfaction is positively influenced by system quality and information quality, which represents the characteristics of the information system itself and the form of information produced by the information system respectively. User satisfaction, together with personal innovativeness of the users, positively influence the continuance intentions to use the information systems.