Evidence and Theory From probability to the pragmatics of confirmation.
Expectation confirmation theory -English
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Transcript of Expectation confirmation theory -English
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EXPECTATION-CONFIRMATION THEORY
Hamideh IrajSahar Najafikhah
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Delone and McLean IS Success Model1Expectation Confirmation Theory2
Organizational Learning3
4
Evaluation Theories
SERVQUAL
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A General View on Expectation-Confirmation Theory (ECT)
• Alternate nameExpectation disconfirmation theory (EDT)
• Originating areaMarketing, Consumer behavior• Level of analysisIndividual
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Originating authorsECTRichard L. Oliver
Vanderbilt University Owen Graduate School of Management
ECM
Anol Bhattacherjee
College of Business AdministrationUniversity of South Florida
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Consumer satisfaction
● A fundamental and crucial concept in marketing studies
● The single most important construct that determines
consumers’ subsequent behavior
● A fundamental prerequisite to establish customer loyalty
and continuance usage intention
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ECT and ECM
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The Expectation–Confirmation Theory (ECT)
● Predict consumers’ behavior ● Deploy necessary marketing
strategies based on the consumer-satisfaction status
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The Evolution of Expectation–Confirmation Model (ECM)
concentrated on post-acceptance variables (such as “post-usage expectations” which the author named as “perceived usefulness”)
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The Expectation–Confirmation Theory (ECT)
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Diagram/schematic of theory
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The Expectation–Confirmation Theory (ECT)1. First, consumers form initial expectation about a
specific product or service prior to purchase
2. Following a period of initial consumption, they form perceptions about its performance.
3. Third, they assess the perceived performance of the product/service
4. Fourth, the consumers form a level of satisfaction.
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The Expectation–Confirmation Theory (ECT)- cont.
Positive disconfirmation (performance > expectation)
Simple confirmation (performance = expectation)
Negative disconfirmation (performance < expectation)
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ECT Limitations
1. Limitation in explaining IS expectation formation process
2. ECT mainly focuses on consumers’ repurchase intention. It cannot capture the IS products/services quality factors (system quality, information quality and service quality)
3. It needs to be modified in defining the subject as ECT deals with consumers rather than with customers
customer : pays for a product/serviceconsumer: consumes/uses the product/service
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The Expectation–Confirmation Model (ECM)
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The Expectation–Confirmation Model (ECM)
1. First, after using a particular IS for a period of time the users form a conception of perceived usefulness,
2. Second, the users determine to what extent their perception of usefulness about that IS has been confirmed
3. If the user finds that the product/service is as useful as he/she perceived, he/she forms a notion of satisfaction.
4. Finally, satisfied users intend to continue the usage of that IS whereas dissatisfied users intend to discontinue the service
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ECM in comparison with ECT
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Resources
1. Integrated Series in Information Systems, Volume 28, Information Systems Theory Explaining
and Predicting Our Digital Society, Vol. 1, Springer; 2012 edition
2. Bhattacherjee, A. Understanding information systems continuance: An expectation–
confirmation model. MIS Quarterly, 25(3), 351–370,September 2001
3. http://istheory.byu.edu/wiki/Expectation_confirmation_theory
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