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How pre-adoption expectancies shape post-adoption continuance intentions: An extended expectation-confirmation model

Author

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  • Gupta, Anil
  • Yousaf, Anish
  • Mishra, Abhishek

Abstract

Extant research examines the factors that cause the initial adoption of digital technologies, like mobile wallets, with limited focus on post-adoption behaviours. This work proposes a novel extended expectation–confirmation model which explores the impact of pre-adoption expectancies and confirmation on post-adoption satisfaction and continuance intentions. The model also explores the roles played by the post-adoption factors like perceived user interface quality, perceived security and self-efficacy. The findings indicate that pre-adoption performance/effort expectancies impact consumption-driven confirmation, which in turn affects the post-adoption perceived usefulness, post-adoption perceived security, and user satisfaction. Further, satisfaction, post-adoption self-efficacy and post-adoption perceived usefulness are found to be strong antecedents of the user’s continuance intention. The framework contributes to the extant research by integrating both pre- and post-adoption constructs that determine post-adoption continuance intentions. The framework also guides the M-wallet application developers to enhance user satisfaction and continuance intentions by meeting their pre-adoption expectations through consumption-driven confirmation, in order to stay relevant in an extremely competitive m-payments business.

Suggested Citation

  • Gupta, Anil & Yousaf, Anish & Mishra, Abhishek, 2020. "How pre-adoption expectancies shape post-adoption continuance intentions: An extended expectation-confirmation model," International Journal of Information Management, Elsevier, vol. 52(C).
    • Handle: RePEc:eee:ininma:v:52:y:2020:i:c:s0268401219305857
    DOI: 10.1016/j.ijinfomgt.2020.102094
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    Citations

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    Cited by:

    1. Shalini Srivastava & Nidhi Singh, 2023. "An integrated model predicting customers’ continuance behavioral intention and recommendations of users: a study on mobile payment in emerging markets," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 236-254, June.
    2. Kajol, K. & Singh, Ranjit & Paul, Justin, 2022. "Adoption of digital financial transactions: A review of literature and future research agenda," Technological Forecasting and Social Change, Elsevier, vol. 184(C).
    3. Zhong, Junying & Chen, Tiao, 2023. "Antecedents of mobile payment loyalty: An extended perspective of perceived value and information system success model," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    4. Tiwari, Veenus & Mishra, Abhishek, 2023. "The effect of a hotel's star-rating-based expectations of safety from the pandemic on during-stay experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    5. Wu, Chuanhui & Zhou, Yusheng & Wang, Rui & Huang, Shijing & Yuan, Qinjian, 2022. "Understanding the Mechanism Between IT Identity, IT Mindfulness and Mobile Health Technology Continuance Intention: An Extended Expectation Confirmation Model," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    6. Zijun Mao & Qi Zou & Tingting Bu & Ying Dong & Rongxiao Yan, 2023. "Understanding the Role of Service Quality of Government APPs in Continuance Intention: An Expectation–Confirmation Perspective," SAGE Open, , vol. 13(4), pages 21582440231, October.
    7. Sutticherchart Juthatip & Rakthin Sirisuhk, 2023. "Determinants of digital wallet adoption and super app: A review and research model," Management & Marketing, Sciendo, vol. 18(3), pages 270-289, September.
    8. Muhammad Ovais Ahmad & Iftikhar Ahmad & Nripendra P. Rana & Iqra Sadaf Khan, 2023. "An Empirical Investigation on Business Analytics in Software and Systems Development Projects," Information Systems Frontiers, Springer, vol. 25(2), pages 917-927, April.

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