Work

Expectation-Confirmation Theory

Year: 2009

Type: book-chapter

Abstract: Expectation-confirmation theory (ECT) posits that satisfaction is determined by interplay of prior expectations and perception of delivery. As such, there are many applications in research and practice that employ an ECT model. The descriptive power allows independent investigations manipulating either of the components and a format to examine just why clients are satisfied (or not) with a particular product or service. However, the use of ECT can be impeded by a seeming lack of analysis techniques able to handle the difficulties inherent in the model, restricting information system (IS) researchers to limit the model to less descriptive and analytical accuracy. This chapter provides an overview of ECT applications in IS research and demonstrates how polynomial regression analysis (PRA) allows for a more robust set of models.

Source: IGI Global eBooks

DOI: 10.4018/978-1-60566-659-4.ch022

Authors: James J. Jiang, Gary Klein

Institutions: University of Central Florida, University of Colorado Colorado Springs

Language: English

Topic: Technology Adoption and User Behaviour

Subfield: Information Systems and Management

Field: Decision Sciences

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2182230264

FWCI: 8.022

Cites: 59

Cited by: 49

Related to: 10