Despite its success in the software industry, Software-as-a-Service (SaaS) still struggles with fulfilling customer expectations regarding service quality. To contain customer churn rates to low levels, SaaS providers have to address their service quality weak spots and find out which factors are crucial for continued SaaS usage. Drawing on previous service quality literature, we develop a Zone...

Instant Messaging (IM) has become one of the most popular applications for many Internet users. While prior research has primarily focused on IM initial adoption, continued usage (or continuance) has not drawn much attention. This research integrates media choice theories with motivation theory to explain IM continuance. It tests the proposed model using data collected from a sample of 207 Chin...

In this paper, we propose an explanatory model of the continuance intention to use social networking sites (SNS). Our aim is to extend the post adoptive model by incorporating Habit and Information Overload as antecedents to SNS continuance intention. A quantitative approach based on an online survey administered to 320 executive managers in France confirms the positive role of habit in generat...

This paper proposes a model addressing the rebuilding of post-violation trust in B2C electronic commerce. The model uses expectation-confirmation theory and provides empirical verification for the factors affecting post-violation trust rebuilding and the association between them. The factors are perceived trustworthiness, confirmation by trust restoration, satisfaction and continuance trust int...

This study examines the usage and continuance of mobile internet services by developing a theoretical framework incorporating the cognitive, affective and judgemental components, as well as automatic factors, such as habit. Based on this framework, we examine and compare the usage and continuance of mobile internet services by collecting data from mobile service users. By identifying the differ...

Single sign-on (SSO) is an identity management technique that provides the ability to use multiple Web services with one set of credentials. However, when the authentication server is down or unavailable, users cannot access these Web services, regardless of whether they are operating normally. Therefore, it is important to enable continuous use alongside SSO. In this paper, we present an ident...

0360-1315/$ see front matter 2009 Elsevier Ltd. A doi:10.1016/j.compedu.2009.06.001 * Corresponding author. Tel.: +47 32117210. E-mail address: [email protected] (Ø. Søre Based on self-determination theory, this study proposes an extended information systems continuance theory in the context of teachers’ utilization of e-learning technology in connection with on-site courses. In the propos...

Retaining users and facilitating their continuance usage are essential for mobile service providers to increase both revenues and profits. This research integrates the perspectives of network externality and switching costs to propose a model for investigating the continuance usage of mobile instant messaging services. Network externality arises from both direct and indirect sources and is conc...

With the growth in social networking and the highly competitive nature of the social networking market, it is important to understand the factors that influence social network site (SNS) member retention. In order to better understand continuation intention among SNS members, the authors propose and empirically test a model built upon the IS continuance model, motivation theory, and two belongi...