An empirical examination of users' post-adoption behaviour of mobile services
Author:
- 18 February 2011
- journal article
- research article
- Published by Taylor & Francis in Behaviour & Information Technology
- Vol. 30 (2) , 241-250
Abstract
Extant research has focused on the initial adoption and usage of mobile services and paid little attention to the post-adoption and continuance usage. However, unless users continue using mobile services, service providers cannot achieve success. Drawing upon the expectation confirmation theory, this research develops a mobile post-adoption model. The post-adoption behaviour includes three variables: continuance intention, recommendation and complaint. We conducted data analysis with partial least squares. The results indicated that expectation confirmation, perceived ease of use, perceived usefulness and usage cost significantly affect users' satisfaction, further determining their post-adoption behaviour. In addition, perceived usefulness has a direct effect on the continuance intention.Keywords
This publication has 52 references indexed in Scilit:
- Exploring individual personality factors as drivers of M‐shopping acceptanceIndustrial Management & Data Systems, 2009
- Understanding customers' loyalty intentions towards online shopping: an integration of technology acceptance model and fairness theoryBehaviour & Information Technology, 2009
- Post-Adoption Behaviors of E-Service Customers: The Interplay of Cognition and EmotionInternational Journal of Electronic Commerce, 2008
- Understanding Changes in Belief and Attitude Toward Information Tech Nology Usage: A Theoretical Model and Longitudinal Test1MIS Quarterly, 2004
- Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in ServicesJournal of the Academy of Marketing Science, 2003
- An empirical analysis of the antecedents of electronic commerce service continuanceDecision Support Systems, 2001
- Understanding Information Systems Continuance: An Expectation-Confirmation Model1MIS Quarterly, 2001
- The Antecedents and Consequences of Customer Satisfaction for FirmsMarketing Science, 1993
- Structural equation modeling in practice: A review and recommended two-step approach.Psychological Bulletin, 1988
- On the evaluation of structural equation modelsJournal of the Academy of Marketing Science, 1988