The Role of Confirmation on IS Continuance Intention in the Context of On-Demand Enterprise Systems in the Post-Acceptance Phase

The research project examines expectations as well as organizational and technological cognitive beliefs influencing a company’s intention to continue using on-demand enterprise systems in the post-acceptance phase. Expectation-confirmation theory from behavior literature is integrated with Delone & McLean’s model of IS success to theorize a model of IS continuance on company level. The decision making process to continue using an information system in small and middle enterprises as main target customer group of cloud-based enterprise systems is modeled by re-introducing the attitude construct from adoption literature. Additionally, post-purchase expectations are included as influence factor of attitude and intention in the continuance context. To prevent cloud-washing, attention is drawn to the substantive differences between service and application quality of on-demand enterprise systems

Should We Stay or Should We Go? Analyzing Continuance of Cloud Enterprise Systems

As cloud computing has become a mature technology that companies across all industries have adopted, cloud service providers have increasingly begun to turn their attention to retaining their customers. However, little research has investigated the antecedents of service continuance in an organizational context. To address this gap in research, we carried out a quantitative empirical study. We developed a conceptual model that builds on previous research on organizational level continuance. We tested this model using survey data gathered from decision makers of companies that have adopted cloud enterprise systems. We analyzed the data using PLS. The results show that socio-organizational and technology-related factors can be used to predict continuance intention of cloud computing use. Besides cloud-specific findings, the study also enhances knowledge in organizational-level system continuance and its connection to IS success

An Investigation of Organizational Level Continuance of Cloud-Based Enterprise Systems

Cloud-based enterprise systems are a growing trend in today’s business software market. With a steadily expanding number of implementations, cloud service providers are now turning their attention from adoption issues towards retaining their existing customer base. The difficulties even established cloud players, like e.g. Salesforce.com, face in retaining their customers have been emphasized by tech bloggers, where the subscriptions of cloud-based enterprise systems are cancelled even at an early stage of adoption. This discontinuance of enterprise systems at an early stage is a rather new phenomenon, which is related to the subscription-based payment model of cloud services, which (theoretically) allows service cancellation without the customers having to fear financial penalties. In contrast, traditional on-premise systems (e.g. SAP ERP) are on a long term license base, where customers are contractually bound. Therefore the research question of the thesis is as follows: What factors influence the organizational level continuance intention of cloud-based enterprise systems? In an effort to answer this research question, the thesis presents five inter-related papers. The first paper develops a conceptual model to study the continuance of cloud-based enterprise systems. Building on this, paper two develops a formative measurement instrument to assess the success of operational cloud-based enterprise systems. The third paper quantitatively explores the influence of the variables identified in the conceptual model. Building on these findings, paper four conducts a stakeholder analysis to solve the problem of broad samples. Finally, the fifth paper uses the formative measurement instrument to test the final research model, which is a revision of the conceptual model developed in the first paper. The results show that continuance intention is influenced both, by information systems success variables, as well as continuance inertia. In addition, behavioral variables, such as attitude towards usage also explained a decent amount of variance in the dependent variable

Exploring Organizational Level Continuance of Cloud-Based Enterprise Systems

As cloud computing has become a mature technology broadly being adopted by companies across all industries, cloud service providers are increasingly turning their attention to retaining their customers. However, only little research has been conducted on investigating the antecedents of service continuance in an organizational context. To address this gap in research, we carried out a quantitative-empirical study. We developed a conceptual model that builds on previous research on organizational level continuance. We tested this model, using survey data gathered from IT decision makers of companies which have adopted cloud enterprise systems. The data was analyzed using PLS. The results show that continuance intention can be predicted both by socio-organizational and technology-related factors, explaining 55.9 % of the dependent variable’s variance. Besides cloud specific findings, the study also enhances knowledge in the area of organizational level system continuance as well as its connection to IS success

Exploring Post-Adoption Behavior of the UPI users with Cognitive and Affective Factors

The National Payments Corporation of India (NPCI) has invested a sizable amount of money in the country's massive payment infrastructure in an effort to enhance the user experience. However, in order for investments to be profitable, NPCI must guarantee the ongoing use of technological solutions and post-adoptive behaviors like continuance and recommendation intention. The impact of cognitive factors (i.e. Performance expectancy, effort expectancy, social influences, facilitating conditions; personal innovativeness) and affective factors (such as satisfaction) on conative factors (such as continuation and recommendation intention) in the perspective of UPI applications (apps) was investigated using the UTAUT model. Partial Least Square Structural Equation Modeling when applied on 651 users (PLS-SEM) showed that satisfaction had a direct impact on continuation intentions, which in turn had an impact on recommendations intentions. It was discovered that all cognitive factors, including performance expectations, effort expectations, and facilitating conditions, have an impact on satisfaction. According to the study, adding a significant individual difference variable—personal innovativeness with regard to information technology—would aid in our understanding of the role that these factors play in the development of continuous intention. It further examines the influence of trust and security, and the pace of innovation on continued intentions. Through the mediating function  of user satisfaction, it also looked at the impact of performance expectancy, effort expectancy, social influence, facilitating variable, and personal innovativeness on the continuance intentions of the UPI system. All factors have been shown to be significant. Future researchers will find it extremely helpful that the study used a validated instrument to better understand user adherence and referral intentions. Therefore, this study adds to the limited body of knowledge in the payment industry literature by examining how users perceive UPI apps and post-adoption behaviors

Understanding the determinants of users’ continuance intention to buy low-cost airline flights online

TTam, C., Barroso, M., & Cruz-jesus, F. (2022). Understanding the determinants of users’ continuance intention to buy low-cost airline flights online. Journal of Hospitality and Tourism Technology, 13(2), 264-280. https://doi.org/10.1108/JHTT-12-2020-0316Purpose Low-cost carriers’ (LCC) worldwide market share is gaining momentum. This paper aims to propose using the expectation confirmation model (ECM) combined with brand awareness and image, website quality and visual appeal to evaluate the continuance use intention of low-cost airlines (LCA) websites. Design/methodology/approach The empirical approach was based on an online survey of 272 individuals collected in Portugal. The data were analyzed using structural equation modeling. Findings Brand awareness, brand image and satisfaction are the variables that best explain continuance intention. The leftover constructs can empirically explain ECM. Originality/value This study seeks to understand the significance of brand awareness and image, website quality and visual appeal in LCA websites’ confirmation and continuance use intention. Understanding the influence on confirmation and long-term viability, strategies based on these conclusions are proposed for LCC companies to better promote consumers’ continuance use intention.authorsversionpublishe

THE ROLE OF SAAS SERVICE QUALITY FOR CONTINUED SAAS USE: EMPIRICAL INSIGHTS FROM SAAS USING FIRMS

Despite its success in the software industry, Software-as-a-Service (SaaS) still struggles with fulfilling customer expectations regarding service quality. To contain customer churn rates to low levels, SaaS providers have to address their service quality weak spots and find out which factors are crucial for continued SaaS usage. Drawing on previous service quality literature, we develop a Zone-of-Tolerance (ZOT)-based SaaS-QUAL scale and validate it in a model of IS continuance based on two empirical surveys of SaaS using firms. By doing this, we examine the importance of SaaS service quality factors for shaping customer satisfaction and SaaS continuance intentions. Furthermore, we provide insights into what service factors effectively meet or miss SaaS customer expectations. As a practical contribution, we develop and apply a SaaS-QUAL scale that can be used as a diagnostic tool by SaaS providers and users alike. For researchers, we enrich existing research models on IS continuance by integrating a more fine-grained conceptualization of service quality confirmation that provides stronger explanatory power than in previous models

an empirical study

Martins, R., Oliveira, T., Thomas, M., & Tomás, S. (2019). Firms’ continuance intention on SaaS use: an empirical study. Information Technology and People, 32(1), 189-216. https://doi.org/10.1108/ITP-01-2018-0027Purpose: Although studies have investigated reasons for software as a service (SaaS) adoption, it is unclear how firm-level SaaS use impacts future SaaS intentions. The purpose of this paper is to propose a theoretical model that integrates the technology-organization-environment framework, institutional theory, diffusion-of-innovation theory and the opportunity-risk framework to analyze the drivers of SaaS use and its continuance intention. Design/methodology/approach: The authors evaluated the direct, moderating and mediating effects of determinants on SaaS continuance intentions using structural equation modeling and data from 301 firms. Findings: Results found that top management support and normative pressures influenced SaaS use. Cost saving and security concerns were direct predictors of perceived opportunities and perceived risks, respectively. Perceived opportunities and risks and actual SaaS use influenced SaaS continuance. Interestingly, perceived opportunities were found to be a negative moderator on the relationship between SaaS use and SaaS continuance. Originality/value: The results reveal insightful and controversial findings for SaaS research.authorsversionpublishe

Determinants of continuance intention and word of mouth for hotel branded mobile app users.

This study examined the cognitive and affective factors that influence users\u27 post-adoption behavioral intention. Specifically, based on the Expectation Confirmation Model (ECM) (Bhattacherjee, 2001b) the impact of cognitive factors (i.e., perceived usefulness, confirmation of expectations, mobility, personalization and responsiveness) and affective factors (i.e., satisfaction, perceived enjoyment) on hotel branded mobile applications (apps) users\u27 continuance intention and WOM were examined. Hospitality firms invest considerable resources on technology solutions that are aimed at improving the consumer experience. However, for investments to be profitable firms must ensure that technology solutions are continuously used and ensure post-adoptive behaviors such as continuance intention and WOM. Data for the study were collected from 550 hotel branded mobile app users. After data were collected and cleaned, Partial Least-Square Structural Equation Modeling (PLS-SEM) was used to analyze the data. The results of the structural model indicated that continuance intention and WOM were directly influenced by satisfaction and perceived enjoyment; with satisfaction exerting the most influence on continuance intention. Conversely, perceived enjoyment was most influential to WOM. All cognitive factors were found to influence satisfaction and enjoyment, except for responsiveness and perceived usefulness. The results show that contextual factors have a more significant impact than previously established constructs. The results of the study allow hoteliers and hospitality technology consultants to identify the influential factors impacting post-adoptive behaviors. The study extends the literature on post-adoptive behavior and the ECM by including context specific factors (i.e. perceived mobility, personalization and responsiveness). This study contributes to the scare literature in the lodging industry literature examining users\u27 evaluations of mobile apps and post-adoptive behaviors in the hospitality industry. The study adds to the post-adoptive behavior literature by adding WOM as a second outcome to continuance intention. The treatment of contextual factors in this study, allowed to show the impact technology characteristics have on technology post-adoption

Assessing software as a service diffusion : from adoption to its continuance intention

A thesis submitted in partial fulfillment of the requirements for the degree of Doctor in Information Management, specialization in Information TechnologiesTechnological progress is enabling firms to acquire software from different architecture environments. One such architecture environment that has produced a considerable impact on the markets is software as a service (SaaS). SaaS focuses on delivering software hosted off-premises and accessed remotely by means of a subscription fee. Recognized by managers and researchers as a promising solution, it is expanding in the software markets. However, SaaS is surrounded by uncertainty as its perceived viability is still questioned. Although this has motivated recent research into the determinants of SaaS, evidence suggests that it is still not enough. Research has much to cover in order to improve our understanding of the SaaS diffusion process. This dissertation investigates the SaaS diffusion process at a firm level by examining the drivers for each stage. Specifically, we analyze the different influences of the determinant factors on SaaS from the intention to adopt, passing through adoption, routinization and use, as well as its continuance intention. Because SaaS is considered a specific form of information systems outsourcing (ISO), in a first phase we assess the determinants in the context of ISO adoption in order to introduce to its investigation. The purpose of this approach is twofold. First, we test the appropriateness of the theoretical framework selected for the study of SaaS through its application in the analyses of ISO. Second, we find factors of ISO that are transferable to the SaaS context. In a second phase, we consider mediator and moderator influences and propose a new approach of applying a well known theoretical framework in the setting of SaaS adoption. This dissertation contributes to scholarship by enhancing current knowledge of why firms adopt and use SaaS. It incorporates seven studies individually separated into chapters. Chapter 2 is a detailed literature review on ISO and SaaS. As mentioned above, SaaS a specific form of outsourcing. Chapter 3 introduces the main theme by evaluating the suitability of the base framework proposed in this work on the study of ISO. Chapters 4 and 5 are extensions of chapter 3, in which comparisons of the determinants for ISO adoption in different business areas are performed. In chapter 6 we assess the determinants of the SaaS diffusion process (i.e. intention, adoption, and routinization). The factors that influence SaaS use and its continuance intention are identified in chapter 7. In chapter 8 we provide a new approach of applying the theoretical framework used in this dissertation in the context of SaaS adoption. This work adopts a positivist epistemological posture. As for the research methodology, a deductive method is used. All studies of this dissertation with the exception of the one presented in chapter 2 are based on the technology-organization-environment (TOE) framework. Additionally, we integrate TOE framework with other theories to enhance the explanatory power of the model. Thus, in chapters 4 and 5 we use diffusion of innovation (DOI) theory; in chapter 6 the institutional theory (INT) is used, in addition to DOI theory; in chapter 7 we include opportunity-risk framework apart from the theories already mentioned. The findings of this dissertation confirm that little research has indeed been performed on SaaS adoption, and more efforts are needed to provide an in-depth understanding of the topic. Through the analysis performed in the ISO context in chapters 3, 4, and 5, the TOE framework suitability as a theoretical basis for the study of SaaS is confirmed. Significant factors of ISO that are transferable for the SaaS context are also found. Relative advantage, complexity, technology competence, top management support, and normative pressures are determinants in the intention to adopt stage. Normative pressures are a constant determinant in the intention, adoption, and routinization stages. Additionally, a total effect (direct effect and indirect effect combined) of cost savings, relative advantage, and top management support is found in the adoption stage of SaaS. A cost savings total effect on the intention to adopt is also found. In terms of the post-adoption stages (i.e. SaaS use to its continuance intention) the findings confirm top management support and normative pressures as determinants of SaaS use. SaaS use and perceived opportunities are significant factors for the continuance intention. Moreover, the relationship between SaaS use and continuance intention is moderated by perceived opportunities. Finally, in this research we validate a new conceptual approach for the TOE framework by introducing moderator effects in its application. This investigation fills a crucial research gap by providing a better understanding of the determinants that affect organizational SaaS diffusion, advancing newer paths of approaching a solid theoretical framework.O progresso tecnológico tem possibilitado às empresas a aquisição de software em diferentes ambientes arquitetónicos. Um exemplo de um ambiente distinto de arquitetura tecnológica que tem produzido um impacto considerável no mercado de software é o software as a service (SaaS). O SaaS refere-se a software instalado fora da infraestrutura da empresa, cujo acesso é efetuado remotamente por meio da subscrição do serviço. Reconhecido, quer pelos gestores e investigadores, como uma solução promissora e encontrando-se em fase de expansão nos mercados de software, a sua viabilidade ainda é questionada. Embora esta dúvida tenha motivado a investigação sobre os fatores determinantes do SaaS, evidências sugerem que não é suficiente. Requer-se assim mais investigação para melhorar o nosso entendimento sobre o processo difusão do SaaS. Esta dissertação investiga os fatores determinantes para cada estágio do processo de difusão do SaaS, ao nível de empresa. Especificamente, analisamos as diferentes influências dos fatores determinantes desde a intenção de adotar, passando pela adoção, rotinização e uso, até à intenção de continuidade do SaaS. Porque o SaaS é considerado uma forma específica de outsourcing de sistemas de informação (ISO), numa primeira fase deste estudo avaliamos os fatores determinantes no contexto da adoção do ISO a fim de introduzir esta investigação. Esta abordagem tem dois objetivos: testar a adequação do quadro teórico escolhido para o estudo do SaaS através da sua aplicação no contexto do ISO e obter os fatores que se revelaram significativos no ISO e que podem ser utilizados no contexto do SaaS. Numa segunda fase, consideramos as influências de fatores moderadores e mediadores no estudo da adoção do SaaS e propomos uma nova abordagem para a aplicação do quadro teórico de referência. Sete estudos, separados por capítulos, compilam esta investigação. É nosso objetivo ampliar o conhecimento atual sobre como as empresas adotam e usam o SaaS. Como mencionado, o SaaS é uma forma específica de outsourcing, assim o capítulo 2 é uma revisão detalhada da literatura sobre o ISO e SaaS. O capítulo 3 avalia a adequação do quadro teórico base proposto neste trabalho no âmbito do estudo do ISO. Os capítulos 4 e 5 são extensões do capítulo 3, nos quais são efetuadas análises comparativas dos fatores determinantes para a adoção do ISO entre as diferentes áreas de negócio. No capítulo 6, avaliamos os fatores determinantes do processo de difusão do SaaS (intenção, adoção e rotinização). Os fatores que influenciam o seu uso e continuidade são identificados no capítulo 7. No capítulo 8, apresentamos uma nova abordagem para a aplicação do quadro teórico de referência utilizado nesta dissertação, no contexto da adoção do SaaS. A postura epistemológica adotada é a positivista e utiliza-se o método dedutivo no respeitante à metodologia de pesquisa. Todos os estudos apresentados, com exceção do capítulo 2, são baseados no quadro teórico tecnologia-organização-ambiente (TOE). Adicionalmente, integramos o quadro teórico TOE com outras teorias para aumentar o poder explicativo do modelo. Assim, nos capítulos 4 e 5 utilizamos a teoria difusão da inovação (DOI); No capítulo 6 é utilizada a teoria institucional (INT), em conjunto com a teoria DOI; No capítulo 7, incluímos o quadro teórico oportunidade-risco para além das teorias já mencionadas. Os resultados desta dissertação confirmam que a investigação sobre a adoção do SaaS é escassa e que são necessários mais esforços para conferir uma maior clareza sobre o tema. Da análise realizada no contexto do ISO, nos capítulos 3, 4 e 5, a adequação do quadro teórico TOE como base teórica de referência para o estudo do SaaS é confirmada. Os fatores determinantes para o ISO e que se adequam ao contexto do SaaS também foram identificados. A vantagem relativa, a complexidade, a competência tecnológica, o apoio da gestão de topo e as pressões normativas são determinantes no estágio da intenção de adotar. As pressões normativas são um fator determinante constante, nos estágios da intenção, adoção e rotinização. Além disso, um efeito total (efeito direto e efeito indireto combinado) da redução de custos, vantagem relativa e apoio da gestão de topo é verificado na fase de adoção do SaaS. Um efeito total de redução de custos sobre a intenção de adotar também é detetado. No que diz respeito aos estágios da pós-adoção (uso do SaaS e a intenção de continuidade), os resultados confirmam o apoio da gestão de topo e pressões normativas como determinantes no uso do SaaS. O uso do SaaS e oportunidades percebidas são fatores significativos para a intenção de continuidade. Além disso, a relação entre o uso do SaaS e a intenção de continuidade é moderada pelas oportunidades percebidas. Finalmente, apresentamos e validamos uma nova abordagem do quadro TOE, introduzindo efeitos moderadores na sua aplicação. Esta dissertação preenche uma lacuna crucial na investigação, proporcionando um melhor entendimento dos fatores determinantes que afetam o processo de difusão do SaaS e avançando novos caminhos de abordagem de um quadro teórico de referência. Outsourcing dos sistemas de informação, quadro tecnologia-organização-ambiente (TOE), difusão da inovação, adoção de TI, Software as a Service, pós-adoção, teoria institucional, modelo oportunidade-risco, intenção de continuidade, efeitos moderadores