Expectation-Confirmation Model and IPA Continuance Behavior

With the emergence of Intelligent Personal Assistants (IPAs) such as Amazon Alexa, Google Home, and Apple Siri, etc., IPA arises as one of the fastest-growing artificial intelligence applications in recent years. Since the success of information technology (IT) depends on the continuance of its usage (Bhattacherjee, 2001), studies on IPA continuance behavior should also attract academic attention. IPA continuance refers to long-term or sustainable use of intelligent personal assistants, which make use of Natural Language User Interfaces (NLUI) to provide users with information about the weather, maps, schedules, calls, events, etc. (Kennington & Shukla, 2017). Prior studies in the IPA usability domain mainly focus on improving user interactions, understanding how people use IPAs, and explaining their uses (de Barcelos Silva et al., 2020). Previous literature related to IT continuance behavior captures satisfaction, attitude or habitual responses, and emotional attachment (Mamun et al., 2020), ignoring the usability of specific IT applications like IPAs, especially the interaction quality between humans and IPAs. Exploring IPA Continuance based on the expectation-confirmation theory (ECT) is the goal of this study. Oliver (1980)’s expectation-confirmation theory (ECT) is broadly used in consumer behavior studies to examine consumer satisfaction and post-purchase behaviors. Derived from ECT, Bhattacherjee (2001)’s expectation-confirmation model (ECM) investigates user continuance intention for a system, which is widely accepted by IS scholars Whether the API can accurately recognize natural human language and respond quickly may determine the user\u27s satisfaction with the API product. Therefore, we introduced the concept of API Interaction Quality, based on the ECM, to extend the original model, exploring the key factors affecting the continued use of IPA. The proposed model was empirically tested within the context of most popular IPAs, such as Amazon Alexa, Google Home and Apple Siri. we will collect empirical data from college students who are users of IPA, a class of conversational, where ages limit from 18 to 30. This research will contribute to both theory and practice in the IT area. It will enrich the theory of ECT and extend expectation-confirmation model in IS research. Tech giants who have developed their own IPAs like Apple, Microsoft, and Amazon may benefit from our research findings in the perspective of how to improve interaction quality between their IPA products and potential users

What drives consumers' e-loyalty to airlines web site? Conceptual framework and managerial implications

This study proposes a revised technology acceptance model that integrates expectation confirmation theory to measure continuance intentions of online shopping for airlines web sites. The sample respondent 465online users in Saudi Arabia. A structural equation model confirms model fit. Perceived usefulness, enjoyment, social pressure, and loyalty incentives are determinants of online flight booking continuance in Saudi Arabia. This research moves beyond online booking intentions and includes factors affecting online booking continuance. The research model explains 53% of the intention to continue booking using airlines web sites

User interface design: A study of expectation- confirmation theory

In a century of high technology and in a cyber world, the website is recognized as a super fast medium of information transfer, sharing and data harmonization.Users around the world look for information in various kinds of websites and online sources.These multicultural users have different experiences and expectations regarding the structure of a website and how to use it. However, there are limited guidelines for the development of websites for multicultural users. In particular, there is a lack of specific standards for user-centric websites that should be taken into account during the development of a website.Such guidelines would be useful in giving designers an overview of how to develop websites that will satisfy the expectations of users around the world.The present study explored ASEAN users’ expectations of an informational website based on expectation-confirmation theory (ECT), which is adapted from the consumer behavior literature. Eight constructs, namely, expectation, perceived usefulness, perceived ease of use, perceived performance, satisfaction, interface quality, confirmation and continuance intention were used to measure a user-centric Web-based interface. The results of the study demonstrate satisfactory reliable and valid scales of the model constructs

An Analysis of Factors Influencing Consumers\u27 Continued Purchase Intention Based on Online Shopping Pre-sale Mode

Online shopping pre-sale has great commercial value, and the key is to realize its commercial value,which is shown by the continuous purchase made by consumers. However, in China, there is a lack of relevant research on the factors affecting consumers\u27 continued purchase intention. Based on the expectation confirmation theory, this paper constructs a model to explore the influential factors of the consumer\u27s continued purchase intention. This study employed the Structural Equation Model (SEM) to perform empirical analysis. The results showed that the main influential factors of consumer’s continued purchase intention include perceived usefulness, perceived ease of use, expectation confirmation, and satisfaction. Among which, satisfaction had relatively high influence while perceived usefulness had a relatively low influence. Perceived usefulness and perceived ease of use had an indirect effect on the continued purchase intention through satisfaction

Explaining E-Wallet Continuance Intention: A Modified Expectation Confirmation Model

This research paper aimed to examine the factors influencing user preferences to continue using E-Wallet. This research paper identified the factors by modifying the Expectation Confirmation Model by adding the Perceived Risk and Trust variables. This research paper employed primary data based on a questionnaire with a sample of E-Wallet users. Data were obtained by distributing online questionnaires, and data from 200 respondents were analyzed using Structural Equation Model – Partial Least Square (SEM-PLS). Data analysis indicated that Perceived Usefulness, Satisfaction, and Trust had a significant positive effect on users' intentions to continue using E-Wallet. On the other hand, confirmation had a positive and significant impact on perceived Usefulness and trust, while no effect on Satisfaction and Perceived Risk. Explanation and implications of data analysis are discussed

Understanding e-Service Users’ WOM Behavior from Expectation Confirmation Perspective

Recently WOM has become popular with the penetration of Internet and the popularity of social media, and attracted the attention of IS researchers. This study develops a model to explore the factors motivating e-service users’ WOM behavior from the expectation confirmation paradigm together with trust. The research model was empirical tested with 543 valid responses from the online travel service users. The research results indicate that perceived usefulness and user satisfaction affect e-service users’ WOM behavior positively together with trust. Perceived usefulness was found to exert the strongest influence on WOM than satisfaction and trust. The implications to theories and practice are discussed as well

E-Healthcare and Knowledge-Intensive Website: An Empirical Study of National Cancer Center (NCC), South Korea

The fact that the patient satisfaction with primary care clinical practices and physician-patient communications has been decreased gradually has brought a new opportunity to online channel as a supplementary service to provide additional information. In this study, we adopted Expectation-Confirmation Theory (ECT) to examine the process of cognitive knowledge expectation-confirmation of e-healthcare users and recommended the attributes of “knowledge-intensive website”. An empirical study was conducted at the National Cancer Center (NCC), South Korea by evaluating its official website. The results indicated that all of our hypotheses were accepted: both pre-knowledge expectations and perceived performance (information quality, information presentation, and website attractiveness) positively influenced knowledge confirmation; knowledge confirmation had a positive and significant effect on perceived usefulness (post-expectations); and together with pre-expectations, both of these variables influenced user satisfaction. Discussion and implications for future research were also provided