An Examination of the Factors Impacting Student Satisfaction and Continuance Intention to Use Online Payments in Chengdu, China

Purpose: This research investigates factors impacting student satisfaction and continuance intention to use online payments in Chengdu, China. Quantitative research method serves as the foundation for the study. Service quality, privacy, confirmation, perceived usefulness, perceived security, satisfaction, and continuance intention are variables according to the Technology Acceptance Model (TAM), Information Systems Success Model (ISSM), and Expectation Confirmation Theory (ECT), which construct the conceptual framework of the research. Research design, data, and methodology: In a preliminary study, the Item Objective Congruence (IOC) Index and the Cronbach alpha statistic were used to assess content validity and internal consistency reliability. Additionally, 500 students from selected universities were analyzed by the application of confirmatory factor analysis (CFA) and structural equation modeling (SEM). Results: The results confirmed that service quality and privacy having the strongest effects on satisfaction. Continuance intention is directly influenced by satisfaction. Conclusions: The service quality of online payment systems must be improved, and user privacy must be better protected to increase students’ satisfaction with online payment and their desire to use it in the future. Managers need to take customer information protection very seriously. Moreover, the relevant agencies will adjust the policy to serve as a foundation

The antecedent of citizen intention use of e-government service

The purpose of this study was to integrate citizen perceived value into an expectation- confirmation model (ECM) and to explain citizen intention use of e-government services. After reviewing both ECM and citizen perceived values, integrated models were designed. This study was compared to the basic ECM; this study revealed that the integration of ECM with citizen perceived value can provide a concerted solution to illustrate some factors and how it can influence citizen intention use for e-government services

Digital Payment Continuance Intention Using Mecm: The Role of Perceived Experience

Purpose:  The purpose of this paper is to examine the determinants of digital payment continuance intention, which is essential for long term success.   Theoretical framework:  Expectancy confirmation theory developed by Oliver (1980) and then expectancy confirmation model by Bhattacherjee (2001) examined the need of continuance intention. Looking at the significance of digital payment through Mobile phones, Mobile expectation confirmation model and role of perceived experience need to be examined for continuance intention.   Design/methodology/approach:  Empirical data from 400 Indian users, who had prior experience with digital payment were analysed by using Confirmed factor analysis and structural equation modelling.   Findings:  The results confirmed that Mobile expectancy confirmation had exploratory power in explaining continuance intention, perceived usefulness, perceived experience and satisfaction of digital payment. Furthermore, perceived experience has moderating role in explaining the relationship between confirmation and continuance intention towards digital payment.   Research, Practical & Social implications:  The findings help financial service providers to understand the significance of meeting customer expectation and satisfying their need by enhancing perceived experience and usefulness, leading to favourable attitude towards digital payment and continuance intention.   Originality/value:  This study was based on MECM and contributing to the limited body of research on continuance intention towards digital payment. Furthermore, the role perceived experience was examined to establish the relationship between confirmation and continuance intention along with other variables like perceived usefulness and satisfaction

Siri, Alexa, and Other Digital Assistants: A Study of Customer Satisfaction With Artificial Intelligence Applications

Siri, Alexa, and other digital assistants are rapidly becoming embraced by consumers and the adoption is projected to grow from 390 million to 1.8 billion for the period of 2015 to 2021. Digital assistants are offering benefits to consumers while also proving to be a disruptive technology for businesses. Coupling digital assistants with other artificial intelligence technologies offers the potential to transform companies by creating more efficient business processes, automating complex tasks, and improving the customer service experience. Businesses have begun integrating this technology into their operations with the expectation of achieving significant productivity gains. Customer satisfaction has been discussed extensively throughout marketing literature. Yet, there is little empirical evidence of customer satisfaction with digital assistants. This study used PLS-SEM to analyze 244 survey responses obtained from a cross-section of consumers. Using the Expectations Confirmation Theory as its foundation, the study identified that expectations and confirmation of expectations substantially explained customer satisfaction with digital assistants. For practice, the study provides guidance which allows firms to prioritize marketing and managerial activities. Firms should focus priorities on assisting digital assistant users to become aware of new skill capabilities while also providing relevant examples of how these skills can be used to meet user needs. In addition, priorities should be focused on assisting users with understanding how the average person can use digital assistants to perform more than just mundane tasks with relative ease. These priorities were identified as areas of high importance for customer satisfaction and require performance improvements

Determinants of the continuous use of E-GOV information systems and services in Morocco : Proposing an integrative model

The digital transformation of public administration is a strategic project that has been initiated by Morocco several years ago. It is a very ambitious project that is of great importance for the development and growth of the country. Yet, its success depends highly on the involvement and participation of citizens. However, in Morocco, there is a lack of comprehensive information regarding the adoption and usage of these solutions, as well as the e-gov satisfaction levels among citizens. This research aligns with theories of information system usage behavior in a post-adoption context and focuses on the user's perspective, emphasizing the importance of studying the peculiarities of their usage behavior in order to promote the success of the systems and solutions offered to them. After addressing the situation of e-gov services in Morocco and presenting the theoretical basis of the research, this article proposes, in its third part, an integrative model composed of a fusion between several theories with the objective to study the continuous use behavior of e-gov services and systems in Morocco. This model includes motivation and satisfaction constructs to explain usage continuance. The proposed model will be the starting point of an empirical study whose goal is to explore all the assumed relationships in the model and to analyze them

Towards a Decomposed Expectation Confirmation Model of IT Continuance: The Role of Usability

We propose a decomposed expectation confirmation model of IT continuance by 1) decomposing user expectation and confirmation into two dimensions of usefulness and usability, 2) conceptualizing the role of usability in IT continuance research, and 3) exploring changes in user perceptions of usability and usefulness over time and their impacts on user satisfaction and continuance intention. We tested the proposed research model using longitudinal data that we collected in two points in time six months apart from 125 users of the LinkedIn professional social networking site (pSNS). The results show that 1) perceived usability, usability confirmation, perceived usefulness, and usefulness confirmation determined user satisfaction with pSNS and 2) perceived usability along with satisfaction predicted continuance intention, whereas perceived usefulness had no effect. This study contributes IT continuance research by 1) proposing and empirically validating a decomposed model of IT continuance and 2) by bringing in usability as a core construct of interest for IT continuance research

Determinants of Undergraduate Students’ Continuance Intention to Use E-learning of at a Public University in Chengdu, China

This study aims to examine the students’ continuance intention of using e-learning platforms in a public university in Chengdu, China. Based on the Technology Acceptance Model (TAM), Information System Success Model (ISSM), and Expectation-confirmation Model (ECM), this study comprises seven variables, including computer self-efficacy, system quality, information quality, service quality, perceived usefulness, satisfaction, and continuance intention. The researcher applied a quantitative survey approach with 497 undergraduates with at least one semester of e-learning experience in the School of Civil Engineering, Architecture, and Environment, School of Food and Bioengineering, School of Law and Sociology, and School of Science of Chengdu Xihua University. The index of item-objective congruence (IOC) was applied and a pilot test (n=50) were conducted to evaluate the reliability using Cronbach's Alpha coefficient. Confirmatory factor analysis and structural equation modeling were employed in this study to assess the data, the validity, reliability, factor loadings, and the path coefficient. The results of the data analysis confirmed that perceived usefulness indicated the most powerful direct impact on satisfaction. In conclusion, administrators and teachers should pay adequate attention to computer self-efficacy, system quality, information quality, service quality, perceived usefulness and satisfaction that have had a substantial effect on students’ continuance intention to use e-learning platforms and consider the associated teaching reform in the future according to the findings of this research

USE OF VIRTUAL LEARNING ENVIRONMENTS: A THEORETICAL MODEL USING DECOMPOSED EXPECTANCY DISCONFIRMATION THEORY

The present study aims to investigate the determinants of satisfaction and the resulting continuance intention in the e-learning context. The constructs of decomposed expectancy disconfirmation theory (DEDT) are evaluated from the perspective of users of a virtual learning environment (VLE) in relation to expectations and perceived performance. An online survey collected responses from 197 students of a public management distance learning course. Structural equation modeling was operationalized by the method of partial least squares in Smart PLS software. The results showed that there is a relationship between quality, usability, value and value disconfirmation with satisfaction. Likewise, satisfaction proved to be decisive for continuance intention. However, there were no significant relationships between quality disconfirmation and usability disconfirmation with satisfaction. Based on the results, it is discussed the theoretical and practical implications of the structural model found by the research

Determinants of Continuance Intention to Use Mobile Wallets Technology in the Post Pandemic Era: Moderating Role of Perceived Trust

The Covid-19 pandemic amplified the volume and importance of mobile payments using digital wallets and placed a basis for their continued adoption. The objective of the study is to formulate and test a comprehensive model by integration of the technology acceptance model (TAM) and expectation confirmation model (ECM) with the addition of three constructs, namely perceived trust, perceived risk, and subjective norm, to identify the determinants of continuance intention to use mobile wallets. Questionnaire-based survey method was used to gather the data from 550 users having experience using mobile wallets for more than six months. The data were analyzed using the partial least square-structural equation modeling to investigate relationships between variables and test the hypothesized model. The proposed model showed a 53.9% variance in satisfaction and a 36.2% of variance in continued usage intention. The construct “perceived usefulness” emerged as the strongest predictor, followed by perceived trust and confirmation. This study also examines the moderating role of perceived trust on the relationship between perceived risk and continued intention to use mobile wallets. This study helps service providers and policymakers in improving mobile wallet services related to their execution and deployment