Understanding the role of an IT artifact in online service continuance: An extended perspective of user satisfaction

Authors:
Young Sik Kang;Heeseok Lee
Affiliations:
School of Business Administration, Myongji University, 50-3, Namgajwa-dong, Seodaemoon-gu, Seoul 120-728, South Korea;KAIST College of Business, Korea Advanced Institute of Science and Technology, 207-43, Cheongyangri-dong, Dongdaemoon-gu, Seoul 130-012, South Korea
Venue:
Computers in Human Behavior
Year:
2010

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Abstract

Given increasing investment in an IT (information technology) artifact (i.e., online service website), it is becoming important to retain existing customers. In order to help link website design and investment decisions to the strategy for retaining customers, we propose a model by extending the user satisfaction perspective into research on online service continuance. We empirically tested the model within the context of a social network service. The analysis results found that website information satisfaction and system satisfaction play key roles in forming continuance intention through perceived usefulness and perceived enjoyment. It is also noted that computer anxiety serves as an important moderator toward continuance intention. Theoretical and practical implications are offered for better understanding of the role of the IT artifact in online service post-adoption phenomena.