Knowledge has long been recognized as one of the most valuable assets in an organization. Managing and organizing knowledge has become an important corporate strategy for organizations to gain and maintain competitive advantages in the information age. Electronic knowledge repositories (EKRs) have become increasingly popular knowledge sharing tools implemented by organizations to promote knowledge reuse. The goal of this study is to develop and test a research model that explains users' continued usage behavior of EKRs in public accounting firms. Theoretically grounded in the expectation-confirmation model (ECM) and commitment-based model, the research model presented in this study integrates both of these theoretical perspectives to study users' EKR continuance intentions. This study surveyed 230 EKR users from four large public accounting firms. Partial least squares regression was used to test the hypotheses and the explanatory power of the model. Results indicate that perceived usefulness and commitment exhibit a sustained positive influence on continuance intention. Additionally, subjective norms are positively related to calculative commitment and moral commitment. Organizational identification is positively related to affective commitment and moral commitment. Perceived usefulness is positively related to affective commitment and calculative commitment. The model comparisons with the technology acceptance model (TAM) and ECM demonstrated that the integrated model presented in this research explained 1.6% and 0.8% additional variance in continuance intention than both ECM and TAM respectively. Additional multi-group analyses were also conducted to examine the differences between knowledge seekers and contributors and the differences between knowledge novices and experts. This study raises theoretical implications in the area of knowledge management in general and EKRs in particular. It represents one of the first attempts to empirically examine users' continuance intention of knowledge management applications. This study has presented a different perspective on technology acceptance/continued usage by introducing commitment to explain continued IS usage. By integrating commitment and ECM, this study offers a useful framework for future studies on technology use. It demonstrates that both user commitment and perceived usefulness are strong predictors of EKR continuance intention. The results also raise interesting implications for practitioners interested in knowledge management and particularly for public accounting firms how to leverage EKRs to gain a competitive advantage. / Ph. D.

The Expectation confirmation model (ECM) is commonly employed to investigate technological advances and customer satisfaction with chatbots. However, customer satisfaction is a multifaceted concept intertwined with emotions and subjective perceptions, comprehending customer satisfaction fully can therefore be challenging. Consequently, the purpose of this exploratory study was to develop and refine the concept of customer satisfaction by answering the research question: How does the integration of underlying factors to the Expectation Confirmation Model (ECM) affect customer satisfaction with chatbot services?. The study incorporated underlying factors such as anthropomorphic behavior, brand perception, trust and word of mouth, which were integrated into the existing components of the ECM. Through a unique research approach involving 20 semi-structured interviews and observations, this study captured and reflected on the subjective impressions and emotions of customers while using chatbots. An array of findings are presented, such as the importance of distinguishing between usability and problem-solving efficiency of chatbots performance, the emphasis on accurate answers over human-like characteristics for chatbots, and the impact of experience, familiarity and age on customer satisfaction with chatbots. In conclusion, this study advocates for further qualitative research to explore  the potential impact of other underlying factors' on customer satisfaction for ECM.

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.

This thesis examines the effects of Culture, the Unified Theory of Acceptance and Use of Technology (UTAUT), Expectation Confirmation Theory (ECT) and Technology Readiness (TR) on the satisfaction and usage continuance intention of Internet banking customers within the Saudi Arabian context. The aim is to develop and test a new framework for use in determining the factors that affect Internet banking customers’ actual usage behaviours, with a special focus on the role of cognitive processes, and cultural and personal psychological traits. This research uses cross-sectional survey questionnaire methods within a quantitative approach. 261 valid responses were received. Structural Equation Modelling (SEM) was used to test the hypothesised relationships within the research model in Analysis of Moment Structures (AMOS 20) software. ECT is well established in conventional marketing literature and explains how cognitive beliefs and affects lead to customers’ repurchasing behaviour. It was first adopted for the Information Systems (IS) context and then customised to explain IS continuance intention behaviour. However, previous ECT customisations in the IS context present a significant knowledge gap because technology-based services are sensitive to individuals’ psychological traits, which ECT does not account for. This research integrates psychological traits and culture into the ECT framework to explain customer satisfaction and continuance intentions in the context of Internet banking usage. It combines ECT with the UTAUT in order to expand ECT to include more cognitive beliefs. Then it integrates TR and Culture to account for psychological and sociological traits. The results present a new contribution to the body of knowledge by validating a theoretically backed integration of the above models into one structural model. This model broadens the understanding of the factors that influence IS satisfaction and usage continuance intention. Compared to previous studies, the explanatory power of this model is a major improvement, with an R2 of (0.61) for usage continuance intention.