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

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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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    Cited by:

    1. Basu, Bibaswan & Sebastian, M.P. & Kar, Arpan Kumar, 2024. "What affects the promoting intention of mobile banking services? Insights from mining consumer reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    2. 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.
    3. 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).
    4. Shahzad, Khuram & Zhang, Qingyu & Ashfaq, Muhammad & Zafar, Abaid Ullah & Ahmad, Bilal, 2024. "Pre- to post-adoption of blockchain technology in supply chain management: Influencing factors and the role of firm size," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    5. 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).
    6. 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).
    7. 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).
    8. 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.
    9. Sobodić, Aleksandra & Balaban, Igor & Granić, Andrina, 2024. "The impact of usability factors on continuance intention to use the system for acquisition and evaluation of digital competences in the domain of education," Technology in Society, Elsevier, vol. 77(C).
    10. 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.
    11. Ashique Ali K. A. & Rameshkumar Subramanian, 2024. "Continuance intention to use smartphone-based payment services: the role of pre-adoption expectancies, usage experience, and conventional inhibitions," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 888-903, September.
    12. 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.
    13. Di, Kaisheng & Chen, Weidong & Shi, Qiumei & Cai, Quanling & Liu, Sichen, 2024. "Analysing the impact of coupled domestic demand dynamics of green and low-carbon consumption in the market based on SEM-ANN," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).

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