TY - JOUR
T1 - An expectation-confirmation model of continuance intention to use mobile instant messaging
AU - Oghuma, Apollos Patricks
AU - Libaque-Saenz, Christian Fernando
AU - Wong, Siew Fan
AU - Chang, Younghoon
PY - 2016/2/1
Y1 - 2016/2/1
N2 - All rights reserved. Stiff competition in the mobile instant messaging (MIM) market underscores the importance of continuance use of MIM to ensure sustainable growth of service providers. This paper investigates the impact of perceived usability, perceived security, perceived service quality, and confirmation on users' continuance intention to use MIM. A research model based on the expectation-confirmation model was built and empirically tested using data from 334 MIM users in South Korea. The results showed that perceived service quality and perceived usability significantly affect user satisfaction and continuance intention to use MIM. Perceived service quality also influences confirmation, which in turns affects perceived usability. The effect of perceived security on user satisfaction, however, is not significant. The findings provide insights to service providers when strategizing to increase customers' continuance intention to use MIM.
AB - All rights reserved. Stiff competition in the mobile instant messaging (MIM) market underscores the importance of continuance use of MIM to ensure sustainable growth of service providers. This paper investigates the impact of perceived usability, perceived security, perceived service quality, and confirmation on users' continuance intention to use MIM. A research model based on the expectation-confirmation model was built and empirically tested using data from 334 MIM users in South Korea. The results showed that perceived service quality and perceived usability significantly affect user satisfaction and continuance intention to use MIM. Perceived service quality also influences confirmation, which in turns affects perceived usability. The effect of perceived security on user satisfaction, however, is not significant. The findings provide insights to service providers when strategizing to increase customers' continuance intention to use MIM.
KW - Continuance intention to use
KW - Expectation-confirmation model
KW - Mobile instant messaging (MIM) application
KW - Perceived security
KW - Perceived service quality
KW - Perceived usability
KW - Continuance intention to use
KW - Expectation-confirmation model
KW - Mobile instant messaging (MIM) application
KW - Perceived security
KW - Perceived service quality
KW - Perceived usability
UR - https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=84933073893&origin=inward
UR - https://www.scopus.com/inward/citedby.uri?partnerID=HzOxMe3b&scp=84933073893&origin=inward
U2 - 10.1016/j.tele.2015.05.006
DO - 10.1016/j.tele.2015.05.006
M3 - Article in a journal
SN - 0736-5853
VL - 33
SP - 34
EP - 47
JO - Telematics and Informatics
JF - Telematics and Informatics
IS - 1
ER -
