Understanding the role of an IT artifact in online service continuance: An extended perspective of user satisfaction

被引：140

作者：

Kang, Young Sik ^{[2
]}

Lee, Heeseok ^{[1
]}

机构：

[1] Korea Adv Inst Sci & Technol, Coll Business, Seoul 130012, South Korea

[2] Myongji Univ, Sch Business Adm, Seoul 120728, South Korea

来源：

COMPUTERS IN HUMAN BEHAVIOR | 2010年 / 26卷 / 03期

关键词：

Continued IS use; Online service; IT artifact; User satisfaction; Computer anxiety; Social network service; INFORMATION-SYSTEMS SUCCESS; EXPECTATION-CONFIRMATION MODEL; TECHNOLOGY ACCEPTANCE MODEL; CUSTOMER SATISFACTION; COMPUTER ANXIETY; SELF-SERVICE; INTRINSIC MOTIVATION; USAGE BEHAVIOR; PERCEIVED EASE; MCLEAN MODEL;

D O I：

10.1016/j.chb.2009.11.006

中图分类号：

B84 [心理学];

学科分类号：

04 ; 0402 ;

摘要：

Given increasing investment in an IT (information technology) artifact (i.e., online service website), it is becoming important to retain existing customers. In order to help link website design and investment decisions to the strategy for retaining customers, we propose a model by extending the user satisfaction perspective into research on online service continuance. We empirically tested the model within the context of a social network service. The analysis results found that website information satisfaction and system satisfaction play key roles in forming continuance intention through perceived usefulness and perceived enjoyment. It is also noted that computer anxiety serves as an important moderator toward continuance intention. Theoretical and practical implications are offered for better understanding of the role of the IT artifact in online service post-adoption phenomena. (C) 2009 Elsevier Ltd. All rights reserved.

引用

页码：353 / 364

页数：12

共 88 条

[31] Information Systems Success: The Quest for the Dependent Variable [J].

DeLone, William H. ;

McLean, Ephraim R. .

INFORMATION SYSTEMS RESEARCH, 1992, 3 (01) :60-95

[32]

Eagly A. H., 1993, The psychology of attitudes

[33] E-satisfaction: a re-examination [J].

Evanschitzky, H ;

Iyer, GR ;

Hesse, J ;

Ahlert, D .

JOURNAL OF RETAILING, 2004, 80 (03) :239-247

[34] Predicting e-services adoption: a perceived risk facets perspective [J].

Featherman, MS ;

Pavlou, PA .

INTERNATIONAL JOURNAL OF HUMAN-COMPUTER STUDIES, 2003, 59 (04) :451-474

[35]

Fetscherin M, 2008, J ELECTRON COMMER RE, V9, P231

[36] BASIS FOR DECISION - ATTITUDINAL ANALYSIS OF VOTING BEHAVIOR [J].

FISHBEIN, M ;

COOMBS, FS .

JOURNAL OF APPLIED SOCIAL PSYCHOLOGY, 1974, 4 (02) :95-124

[37] EVALUATING STRUCTURAL EQUATION MODELS WITH UNOBSERVABLE VARIABLES AND MEASUREMENT ERROR [J].

FORNELL, C ;

LARCKER, DF .

JOURNAL OF MARKETING RESEARCH, 1981, 18 (01) :39-50

[38] Rediscovering satisfaction [J].

Fournier, S ;

Mick, DG .

JOURNAL OF MARKETING, 1999, 63 (04) :5-23

[39] Trust and TAM in online shopping: An integrated model [J].

Gefen, D ;

Karahanna, E ;

Straub, DW .

MIS QUARTERLY, 2003, 27 (01) :51-90

[40]

Gefen D., 2002, Journal of the Association for Information Systems, V3, P27, DOI [10.17705/1jais.00022, DOI 10.17705/1JAIS.00022]

← 1 2 3 4 5 6 7 8 9 →