CHAN Frank, VENKATESH Viswanath, THONG James Y.L., HU Paul J.H., BROWN Susan A.
This study presents two extensions to the two‐stage expectation‐confirmation theory of information systems (IS) continuance. First, we expand the belief set from perceived usefulness in the original IS continuance model to include three additional predictors identified in the unified theory of acceptance and use of technology, namely effort expectancy, social influence and facilitating conditions. Second, we ground the IS continuance model in the context of transactional systems that involve transmission of personal and sensitive information and include trust as a key contextual belief in the model. To test the expanded IS continuance model, we conducted a longitudinal field study of 3159 Hong Kong citizens across two electronic government (e‐government) technologies that enable citizens’ access to government services. In general, the results support the expanded model that provides a rich understanding of the changes in the pre‐usage beliefs and attitudes through the emergent constructs of disconfirmation and satisfaction, ultimately influencing IS continuance intention. Finally, we discuss the theoretical and practical implications of the expanded model.
VENKATESH, V., THONG, J.Y.L., CHAN, F., HU, P.J.H. et BROWN, S.A. (2011). Extending the Two-Stage Information Systems Continuance Model: Incorporating Utaut Predictors and the Role of Context. Information Systems Journal, 21(6), pp. 527-555.