Understanding Continued IT Usage: An Extension to the Expectation-Confirmation Model in IT Domain

A model that has been proposed to investigate the continued IT usage behavior is the Expectation-Confirmation Model in IT Domain (ECM-IT). This paper proposes an extension to the ECM-IT that incorporates perceived ease of use; provide empirical evidence for the utility of the extended ECM-IT; and deepen our knowledge about the factors affecting the continued IT usage behavior. The extended ECM-IT was tested with data collected from 1,826 Mobile Data Services (MDS) users. The LISREL analysis showed that the extended ECM-IT has good explanatory power (R=67%), with perceived ease of use having a stronger impact on user satisfaction and continued usage intention than perceived usefulness. Hence, the extended ECM-IT can provide valuable additional information that is relevant for understanding continued IT usage. The strong impact of perceived ease of use on user satisfaction and intention implies that the nature of the target technology can be an important boundary condition in understanding the continued IT usage behavior. At a more specific level, the extended ECM-IT provides practitioners with deeper insights into how to address customer satisfaction and retention.