Examining the effect of user expectations on system use activity

It has been argued that the promising benefits of Enterprise Systems (ES) implementations are overshadowed by their high failure rate. One of the commonly cited reasons for ES implementation failures is the end-user’s unwillingness to adopt or use systems. Considering that the appropriate management of expectations may play an important role in forming positive behavior toward newly implemented systems, this study examines the effect of outcome expectations on the system use activity in the mandatory-use context of information systems (IS) from the perspectives of Social Cognitive Theory and Coping Theory. Structural equation model analysis using LISREL 8.7 provides significant support for the proposed relationships. The empirical results suggest that outcome expectations and user satisfaction have positive effects on system use activity conceptualized by immersion, reinvention, and learning. Theoretical and practical implications of the study shed some light on how to improve system use activity in the mandatory-use context of IS.