EXTENDING THE EXPECTATION-CONFIRMATION MODEL OF IS CONTINUANCE: THE ROLE OF EMOTIONS IN USERS’ CONTINUANCE INTENTION TOWARDS MOBILE GAMING APPLICATIONS

Lili Zheng 글로벌지식마케팅경영학회 2018 Global Marketing Conference Vol.2018 No.07

The long-term development of a mobile gaming application (app) depends on its continued use by its users. The aim of this study is to investigate the determinants of a mobile gaming app’s continuance intention among users. The expectation-confirmation model of IS continuance was used as the basic framework, to which bi-dimensional consumption emotions were added to help better explain satisfaction judgment and continuance intention in the context of mobile gaming app use. To test the expanded IS continuance model, we conducted an online survey among mobile gaming app users; 271 valid responses were collected. The data were analyzed using structural equation models (SEM). The effects of positive emotions (PE) and negative emotions (NE) were examined, respectively, in model 1 and model 2. Competing models (models 3, 4 and 5) were also examined in order to compare the proposed models. Both positive and negative emotions have a significant effect on the satisfaction of mobile gaming app users and their continued usage intention, a finding that represents an important contribution to the extension of technology continuance theory. Comparison with the IS continuance model shows that the new model can explain significantly more variance in continuance intention. This study presents two extensions to the expectation-confirmation model of IS continuance. First, this paper presents and tests a theoretical model, derived from the IS continuance model, in which emotions play an important role in measuring customer satisfaction and subsequent long-term behavioral intention. The proposed model can be used to predict the satisfaction and continuance intention of situations in which a consumer’s emotional expectations and reactions are a core part of the consumption experience. Second, we ground the expectation-confirmation model of IS continuance in the context of mobile gaming apps, which involves both utilitarian (cognitive) and hedonic (affective) components. This study offers insight into the role of emotions in forming continuance intentions toward mobile gaming app use in China, a topic that has not previously been investigated. The findings have important implications for practice in the mobile gaming app sector. Special attention should be given to users’ consumption emotions, since emotions have been found to be strongly related to satisfaction and subsequent continued usage intention. For instance, mobile games firms should make efforts to develop strategies to enhance game players’ positive emotions (such as feeling joyful, interested, cheerful, excited, active, attentive) during the games because game players’ emotional fulfillment leads to satisfaction and minimizes negative emotions (such as feeling distressed, ashamed, afraid, nervous, upset or lonely); such negative emotions have been shown to have a direct and strong effect on satisfaction as well as an indirect effect continuance intention via satisfaction.

자동차 산업에서의 사용자만족과 지속사용의도에 관한 연구: 기대일치모형을 중심으로

한상인,장석주 한국벤처창업학회 2021 벤처창업연구 Vol.16 No.5

Environmental changes, which are strongly requiring technological cooperation, such as technological development and strategic alliances according to industrial ecosystem change, have a significant impact on not only product quality but also services. Thus, there is a need for ‘servitization’ that can satisfy the needs of customers and the ecosystem of businesses through the convergence of manufacturing companies and services. This study uses the Expectation-Confirmation Model to examine the impact on user satisfaction and Continuance Usage Intention. Research(Study) was conducted on users who are using high-tech-based cars. For this, we used Expectation Confirmation(match expections for the user’s pre-and post-use relationships), Perceived Ease, Perceived Usefulness, User Satisfaction and Habitual Use and using Continuance Usage Intention as a dependent variable. Their causation was examined with the spss 26.0 and smartpls 2.0 statistical programs. As implications of this study, Expectation Confirmation has been shown to have significant positive effects on Perceived Ease, Perceived Usefulness, User Satisfaction and Habitual Use. For this results, the expectations before and after the use of high-tech cars lead to improved daily lives convenience and(or) work efficiency, leading to user satisfaction and further Continuance Usage Intention. Motors consider it important to pursue the work improvements that consumers want and use it useful in daily lives in the production and sale of high-tech cars. It is expected that it will create natural habits for services that users are satisfied with, and that these habits will affect the continuous growth and understanding of the trend of change. 기술 발전과 산업 생태계 변화로 고객의 욕구를 만족시킬 수 있는 서비타이제이션(servitization)의 필요성이 강조되고 있다. 본 연구는 첨단기술이 융합된 자동차를 이용하고 있는 사용자의 사용전 기대와 사용 후 만족이 지속사용의도에 어떠한 영향을 주는지 살펴보기 위해 기대일치모형(Expectation Confirmation Model)을 적용하여 연구하였다. 본 연구의 목적은 첨단기술기반 자동차와 관련된 제품과 서비스를 제공하는 기업이 연관 기관과 협력하여 빠르게 변화하는 기술과 환경을 소비자에게 전달할 수 있도록 기초자료를 제공하는데 있다. 연구의 목적을 달성하기 위해 첨단기술이 포함된 자동차를 이용하는 사용자를 대상으로 자료를 수집하였고 수집된 자료의 분석은 SPSS 26.0 프로그램과 SMART PLS 2.0의 통계패키지를 이용하여 가설을 검증하고 논리적 근거를 알아보았다. 이에 본 연구는 사용자의 사용 전, 후 관계에 대한 기대일치(Expectation Confirmation), 지각된 용이성(Perceived Ease), 지각된 유용성(Perceived Usefulness), 사용자만족(User Satisfaction), 습관적 이용(Habitual Use), 지속사용의도(Continuance Usage Intention)를 사용하여 모델을 구성하였고, 가설 검증결과 모두 유의미한 영향을 미치는 것으로 검증되었다. 첨단기술을 접목한 자동차의 사용은 일상생활의 편의와 업무능률의 향상을 가져오며, 사용자의 만족과 더 나아가 지속사용의도로 이어지는 것으로 조사되었다. 본 연구의 시사점으로 새로운 자동차 시장의 확대와 더 편리한 기능, 많은 기능을 가진 자동차를 쉽고 편리하게 사용할 수 있도록 자동차 회사와 연관 기관의 지속적인 성장과 변화의 흐름을 파악하는데 영향을 줄 것으로 기대한다.

모바일 애플리케이션 사용자의 인지적 몰입이 지속사용의도에 미치는 영향에 대한 연구

이동원,이문용,최준구,이호원 국제e-비즈니스학회 2011 e-비즈니스 연구 Vol.12 No.4

The main purpose of this study is to investigate the role of cognitive absorption in determining the information system continuance intention in the context of mobile service usage. Building upon the expectation-confirmation model, we propose a research model that positions cognitive absorption as an antecedent of confirmation and perceived usefulness, which in turn determine user satisfaction and continuance intention. Using PLS(Partial Least Squares), we tested the proposed model against the data collected from 836 mobile application users in South Korea. Results show that cognitive absorption influences user satisfaction and continuance intention via its effects on confirmation and perceived usefulness. In addition, all hypotheses of the expectation-confirmation models were supported. The findings provide empirical evidence that cognitive absorption plays a significant role for building continuance intention with regard to mobile service usage. Given the importance of effectively maintaining existing customer base, the study findings have significant practical implications for mobile service providers. Furthermore, the proposed extended expectation-confirmation model should be also applicable to other IT services as the expectation-confirmation model has been tested in various service settings. 본 연구의 목적은 모바일 애플리케이션 사용 환경에서 인지적 몰입이 지속사용의도에 미치는 영향을 실증적으로 분석하는 것이다. 본 연구는 정보시스템 기대-충족 모형을 확장하여, 기대충족의 선행요인으로서 인지적 몰입의 역할에 대해서 연구모형을 제안하고 검증하였다. 제안된 연구모형을 검증하기 위해서 모바일 애플리케이션 사용자 836명의 응답을 대상으로 PLS(Partial Least Square)를 이용하여 연구모형을 분석한 결과, 기대-충족 모형의 선행요인으로서 인지적 몰입은 기대충족과 지각된 유용성에 영향을 미치는 요인으로 밝혀졌다. 또한 모바일 애플리케이션 사용에 있어서 기존 기대-충족 모형에 대한 가설도 모두 채택되었다. 연구의 결과는 모바일 서비스 사용 환경에서 사용자의 지속사용의도를 형성하는데 인지적 몰입이 결정적인 역할을 한다는 것을 실증적으로 보여준다. 기존 사용자 기반을 효과적으로 유지하는 것의 중대성에 비추어, 본 연구의 결과는 모바일 서비스 제공자들에게 중요한 의미가 있다. 나아가 제안된 기대-충족 확대 모형은 모체가 되는 기대-충족 모형이 여러 서비스 환경에서 검증되어 왔다는 점에서 타 IT서비스의 지속사용의도 파악에도 유용하게 사용될 수 있을 것이다.

Exploring Online Pre-class Learning Factors Influencing Learning the Engagement and Learning Persistence in Flipped Learning Through an Expectation-Confirmation Model

최지혜,송해덕,김연경,허정원 중앙대학교 한국인적자원개발전략연구소 2019 역량개발학습연구 Vol.14 No.4

The purpose of this study is to systematically analyze the effect of online pre-class learning on offline classroom learning in the context of university students who take flipped learning classes. To this purpose, the Expectation Confirmation Model was applied to explore the structural relationship between expectation confirmation, usefulness, engagement, and learning persistence from the learner's perspective. This was done by applying expectation confirmation and usefulness as independent variables, learning engagement as a mediating variable, and learning persistence as a dependent variable. The participants of this study were college students who took the flipped learning class offered at a large university located in Seoul. A survey was conducted using both online and offline methods. The data collected from the final 292 students was verified through structural equation modeling analysis, and the results are as follows: First, the degree of expectation confirmation for learners' pre-class learning in flipped learning had a significant effect on the learning persistence of flipped learning through usefulness and learning engagement. Second, the usefulness perceived by the learners had a positive effect on learning persistence. Third, learning engagement was found to indirectly mediate the relationship between expectation confirmation, usefulness, and learning persistence. Suggestions have been provided regarding instructional design and implementation for flipped learning in higher education.

기대확신모형과 가치기반수용모형을 통한 부동산중개 모바일 앱의 지속적 사용의도 형성요인에 관한 연구

조용근(Jo, Yong Geun),이지은(Lee, Ji Eun),서문석(Suh, Mun Seok),정재교(Jung Jae Gyo),김경훈(Kim, Kyung Hoon) 한국전시산업융합연구원 2016 한국과학예술융합학회 Vol.25 No.-

본 연구는 부동산중개 모바일 앱의 지속적 사용의도를 이해하기 위해 기대확신모형과 가치기반수용모형을 통합한 모형을 제시하고, 이를 실증 분석하는데 주된 목적이 있다. 이를 위해 이론적 모형을 설정하고 부동산중개 모바일 앱을 사용한 경험이 있는 375명의 자료를 바탕으로 실증 분석하였다. 분석결과 가치기반 수용모형의 지각된 가치는 지각된 혜택에 대한 인식의 결과에 의해 결정 된다는 것을 규명하였다. 또한 사용자의 기대충족 정도를 의미하는 확신은 만족을 높일 뿐만 아니라 서비스 혜택인식에도 긍정적인 영향을 미친다는 것을 확인하였다. 마지막으로 사용자들은 부동산중개 모바일 앱의 가치를 인식하고 만족하는 경우 지속적으로 사용할 가능성이 높은 것을 규명하였다. 또한 이를 바탕으로 실무자를 위한 시사점으로 사용자의 기대에 부응할 수 있는 정보 선별과 안정적 제공, 정보의 신뢰성을 확보, 부가서비스 강화의 필요성을 제시하였다. 궁극적으로, 본 연구는 통합된 모형을 적용하여 지속적 사용의도를 보다 확장된 개념으로 설명한다는 점에서 의의가 있다. The purposes of this study are to present a model that integrates the expectation-confirmation model and the value-based acceptance model and to analyze it empirically in order to understand the intention of continued use of real estate brokerage mobile apps. To this end, this study established a theoretical model and analyzed empirically on the basis of 375 users who had previously used real estate brokerage mobile apps. As a result, this study identified that the perceived values of the value-based acceptance model would be determined by an outcome of recognition of perceived benefits. In addition, this study also confirmed that confirmation referring to a degree of expectation fulfillment of a user would not only increase satisfaction degree but also have a positive impact on recognition of service benefits. Lastly, this study identified that users would more likely use real estate brokerage mobile apps on a continuous basis when they recognized the values of real estate brokerage mobile apps and they were satisfied with them. In regard to the implications for practitioners based on the aforementioned findings, this study proposed the following needs: 1. selecting and providing reliably information that can fulfill user expectation, 2. securing data reliability and 3. enhancing additional services. This study is therefore of great academic significance because it explains the intention of continued use based on an extended concept by applying an integrated model.

디지털 기반 언택트 서비스 도입으로 인한 호텔 브랜드 가치 연구: 특급 호텔 객실 서비스를 중심으로

진진희,조민호 한국관광학회 2022 관광학연구 Vol.46 No.2

Based on the expectation confirmation model, this study analyzed the relationships among AI service characteristics, choice confirmation, vicarious satisfaction, self satisfaction, and hotel brand value. In order to test the research model, this study conducted a survey with hotel guests of five-star hotels that implemented AI service in the Republic of Korea. A total of 384 valid surveys were analyzed through structural equation modeling. The results showed that two functional characteristics of the AI service (i.e., convenience and enjoyment) positively affected the choice confirmation of the hotel guests. Results also indicated that a social characteristic of the AI service (i.e., new normal receptivity) positively affected the choice confirmation of the hotel guests. Findings also showed that the psychological characteristics of AI service (i.e., digital efficacy) positively affected the choice confirmation of the hotel guest and, in turn, choice confirmation positively affected both vicarious satisfaction and self satisfaction. Finally, both vicarious satisfaction and self-satisfaction positively affected hotel brand value. Theoretical implications of the study and marketing strategies to management for the AI service of luxury hotel rooms were suggested at the end of the study based on the findings of the study. 이 연구의 목적은 기대확신모델을 적용하여 인공지능 서비스 특성, 선택확신, 대리만족 및 자기만족, 호텔브랜드 가치 간의 구조적 영향관계를 파악하고자 하였다. 선행연구를 바탕으로 구축된 연구모형을 검정하기 위하여 이 연구는 인공지능 서비스가 도입된 국내 5성급 호텔의 객실 이용고객을 대상으로 설문조사하였으며, 총 384 부의 유효한 자료를 확보하여 구조 방정식 모델로 분석하였다. 그 결과는 첫째, 인공지능 서비스의 기능적 특성 중에서 편의성과 유희성이 선택확신에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 인공지능 서비스의사회적 특성 중에서 뉴노멀 수용성이 선택확신에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 인공지능 서비스의 심리적 특성 중에서 디지털 효능감이 선택확신에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 넷째, 선택확신이 대리만족과 자기만족에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 다섯째, 대리만족과자기만족이 호텔 브랜드 가치에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 최종적으로 이 연구는 호텔 객실의 인공지능 서비스 특성을 다차원으로 제시하여 호텔 마케팅 연구의 이론적 발전에 기여하였으며, 호텔 객실의인공지능 서비스 관리를 위한 효과적인 마케팅 전략을 제시하였다.

Predicting users' Intention to Continue Mobile Internet Services Usage : The Integration of Habit into the Expectation-Confirmation Model

수실 쿠마르 무나,김승운,강희택 한국경영교육학회 2008 경영교육연구 Vol.52 No.-

The expectation-confirmation model (ECM) based on expectation-confirmation theory is currently the dominant referent theoretical framework for explaining continued usage of information systems. Along with ECM, "habit" construct meaning automatic behavior tendencies has also recently been incorporated into IS research. This study, based on these concepts, made an attempt to incorporate habit into ECM in the continued mobile internet services usage context. For this purpose, we have developed and empirically validated a research model comprising continuance intention, satisfaction, and such post-adoption beliefs as confirmation, perceived usefulness, perceived ease-of-use, and habit. We performed a survey for 250 university students who resides in J. province. Our findings support the argument that confirmation and perceived usefulness play an important role in explaining users' satisfaction with using mobile internet services. It also support that perceived usefulness, satisfaction, and habit are crucial determinants of users' intention to continually using mobile internet services. But perceived ease-of-use was found to have no relationships with both satisfaction and continuance intention. Implications of these results are discussed.

호텔 예약앱의 서비스품질이 앱 재이용의도에 미치는 영향: 기대확신모델 적용

임정우,전현모 (사)한국관광레저학회 2018 관광레저연구 Vol.30 No.12

This study studied the hotel booking app and applied a expectation-confirmation model to identify the factors that affect the intention to use the hotel booking app. The subjects and scope of this study were 20 or older male and female Korean residents who have used hotels or other accommodations in Korea or abroad using a hotel booking app. Among the subjects, those who have used a mobile hotel booking app during the past year were sampled. As a result, it was found that system capability and informativity had a positive impact on usefulness, while design and reliability had no effect. Confirmation and usefulness had a positive impact on satisfaction. Usefulness and satisfaction had a positive impact on reuse intention. Finally, system capability, informativity, and confirmation that can increase usefulness and satisfaction were proved to be important in inducing reuse intention of users to use hotel booking apps.

확장된 기대충족모형을 통한 위치기반 서비스 비콘(beacon)의 지속적 사용의도

김영국,정진영 한국관광학회 2017 관광학연구 Vol.41 No.9

The purpose of this study was to confirm the continuance intention of users in terms of the beacon service in food-service industries. In addition, this study used an extended expectation-confirmation model to identify the relationships among expectation-confirmation, perceived usefulness, perceived ease of use, satisfaction rate and continuance intention to use beacon service. A survey questionnaire was developed based upon previous relevant studies and survey questionnaires were distributed to customers who had used the beacon service. Data were collected from questionnaires completed by 296 customers throughout Seoul and the surrounding metropolitan areas. The findings yielded the following results: 1) There was no significant relationship between confirmation and perceived usefulness. 2) There was also no relationship between perceived usefulness and the continuance intention to use beacon service however other factors were significantly related. 3) Perceived usefulness plays the most important role in the relationship between perceived usefulness and satisfaction. The theoretical and practical implications of these results are discussed as related to food-service industries. 본 연구는 소비자 행동에 대한 측면에서 비콘 활용한 앱에 대한 지속적 사용의도에 대해 기대충족모형을 적용해 소비자의 행동 및 사용의도를 분석하고자 한다. 특히 확장된 기대충족모형을 적용해 소비환경에서 새로운 정보시스템에 대한 소비자 만족과 지각된 유용성, 새로운 정보시스템인 비콘의 지속적 사용의도의 구조적 관계를 규명하는 데 초점을 맞췄다. 선행연구를 바탕으로 설문지를 구성하였고, 전문가 검토와 예비조사를 거친 후 최종설문지가 완성되었다. ‘시럽존’이 구축되어 있는 서울 및 수도권에서 설문조사가 이루어졌고, 설문지 배포는 편의표본추출법을 통해 실시되었다. 연구모형의 신뢰성과 타당성 검증을 거쳐 추출된 5개의 구성개념(기대충족; 지각된 용이성; 지각된 유용성; 만족도; 지속사용의도)이 도출되었고, 구조모형은 전반적으로 안정적으로 나타났고 제시된 총 7개의 경로 가운데 2개 경로(기대충족 → 지각된 유용성; 지각된 유용성 → 지속사용의도)를 제외한 5개 경로의 통계적 유의성을 검증했다. 이러한 연구결과를 바탕으로 연구의 학문적 시사점 및 실무적 시사점이 논의되었고, 연구한계점이 제시되었다.

관광콘텐츠 특성이 기대일치, 지각된 유용성, 만족, 공유의도에 미치는 영향 : 기대일치모델의 적용을 중심으로

위주연,김미연 관광경영학회 2021 관광경영연구 Vol.104 No.-

The purpose of this study is to apply the tourism content characteristics to the expectation-confirmation model to identify the impact. This finding is ultimately aimed at informing not only users but also providers of important things for the production and use of tourism content in the tourism content field and providing useful materials for future tourism content sharing. The empirical analysis was conducted using the SPSSWIN Ver 22.0 Statistical Package Program after the survey was collected for approximately one month from 30 November 2020 to 30 December 2020. Analysis of Hypothesis 1 showed that the characteristics of tourism contents were partially adopted in accordance with expectations. Hypothesis 2, Tourism content characteristics have been shown to affect perceived usefulness. Hypothesis 3 shows that expectancy confirmation affects perceived usefulness, and that expectancy confirmation and perceived usefulness have a significant effect on utilization satisfaction and finally, utilization affects shared intentions. In conclusion, the characteristics of tourism contents are judged to have a positive impact on users' expectations, perceived usefulness, and further on their satisfaction and sharing intentions. Consequently, in order to use reliable tourism content, the focus should be on considering what should be noted in the future and providing reliable information.