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Expectation–Confirmation Theory in Information System Research: A Review and Analysis

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Information Systems Theory

Part of the book series: Integrated Series in Information Systems ((ISIS,volume 28))

Abstract

Understanding the antecedents and their effects on satisfaction is crucial, especially in consumer marketing. Most investigations in marketing research have used the Expectation–Confirmation Theory (ECT) which is used by the IS researchers too, with a few modifications and have taken the name Expectation–Confirmation Model (ECM). ECM is broadly applied to examine the continuance intention of IS users rather than just to explain satisfaction. Though the name of the model still contains expectation but practically the pre-consumption expectation is replaced by post-consumption expectations, namely, perceived usefulness which is believed to contribute a more meaningful dimension to theory. In IS research, though the dependent variable, continuance usage intention, is quite consistent but the independent variables, logically, are multi-varied as they are considered from contextual perspectives. Consequently, there is no general agreement concerning the definition, relationship, and measurement methods of the constructs neither in ECT nor in ECM. This chapter, therefore, tries to provide a comprehensive and systematic review of the literature pertaining to “expectation–confirmation” issues in order to observe current trends, ascertain the current “state of play,” and to promising lines of inquiry. Findings of this study suggest that positivist and empirical research is predominantly used with most of the samples being university students. Besides, technology acceptance model (TAM) and theory of planned behavior (TPB) are also integrated with ECT and ECM to have a better understanding of consumer behavior. The trend toward integrating and/or incorporating associated variables and constructs from various theories to ECM has a better fit in related areas of applications. Moreover, active researches are highly concentrated in USA, Hong Kong, and Taiwan. Finally, this study proposes research implications for the future.

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Abbreviations

CS:

Consumer satisfaction

DSS:

Decision support system

ECM:

Expectation–confirmation model

ECT:

Expectation–confirmation theory

EDT:

Expectation–disconfirmation theory

GPS:

Global positioning system

GSS:

Group support system

IDT:

Innovation diffusion theory

IS:

Information system

IT:

Information technology

PBC:

Perceived behavioral control

RFID:

Radio frequency identification

TAM:

Technology acceptance model

TPB:

Theory of planned behavior

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Authors and Affiliations

  1. Graduate School of Business, Curtin Business School, Curtin University of Technology, 78 Murray Street, Perth, WA, 6000, Australia

    Mohammad Alamgir Hossain

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  1. Mohammad Alamgir Hossain
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  2. Mohammed Quaddus
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Correspondence to Mohammad Alamgir Hossain .

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  1. , School of Business and Economics, Swansea University, Singleton Park, Swansea, SA2 8PP, United Kingdom

    Yogesh K. Dwivedi

  2. IMD, Ch. de Bellerive 23, Lausanne, 1001, Switzerland

    Michael R. Wade

  3. Principia College, Maybeck Place 1, Elsah, 62028, Illinois, USA

    Scott L. Schneberger

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Hossain, M.A., Quaddus, M. (2012). Expectation–Confirmation Theory in Information System Research: A Review and Analysis. In: Dwivedi, Y., Wade, M., Schneberger, S. (eds) Information Systems Theory. Integrated Series in Information Systems, vol 28. Springer, New York, NY. https://doi.org/10.1007/978-1-4419-6108-2_21

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