Antecedents of application service continuance: A synthesis of satisfaction and trust

Title
Antecedents of application service continuance: A synthesis of satisfaction and trust
Author(s)
김정군홍순근[홍순근]민진영[민진영]이희석[이희석]
Keywords
INFORMATION-SYSTEMS CONTINUANCE; EXPECTATION-CONFIRMATION MODEL; BUYER-SELLER RELATIONSHIPS; POST-ADOPTION BELIEFS; CUSTOMER SATISFACTION; USER-SATISFACTION; TECHNOLOGY ACCEPTANCE; CONSUMER SATISFACTION; ELECTRONIC COMMERCE; EMPIRICAL-TEST
Issue Date
201104
Publisher
PERGAMON-ELSEVIER SCIENCE LTD
Citation
EXPERT SYSTEMS WITH APPLICATIONS, v.38, no.8, pp.9530 - 9542
Abstract
Although ASP (Application Service Provider) has the potential to fundamentally change the manner in which IT services are provided for user firms, current ASPs often fail to provide good results in accumulating and retaining customers. To fill the gap between the expected benefits of application service and its disappointing results in the real world, we present a conceptual model including three quality measures System Quality, Information Quality, and Service Quality. To extend the horizons of ASP acceptance, this study sharpens the model that these quality measures regulate Satisfaction and Trust, which lead to Continuance Intention. We test the research model and hypotheses through the use of the data from 203 small and medium enterprises with application service experience. Data analysis results using LISREL reveal that Satisfaction and Trust have significant effects on a client firm's Continuance Intention. Trust is found to be the most salient determinant while previous studies mainly focused on the role of Satisfaction. Furthermore, an empirical support is found for the direct effect of Service Quality on Continuance Intention as well as its mediating effects. (C) 2011 Elsevier Ltd. All rights reserved.
URI
http://hdl.handle.net/YU.REPOSITORY/25351http://dx.doi.org/10.1016/j.eswa.2011.01.142
ISSN
0957-4174
Appears in Collections:
경영대학 > 경영학과 > Articles
Files in This Item:
There are no files associated with this item.
Export
RIS (EndNote)
XLS (Excel)
XML


qrcode

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.

BROWSE