Purpose – Based on prior studies, the performance of customer relationships depends highly on the characteristics of the e-service. However, the strength of this association can be impacted when businesses employ multichannel services (e.g. offering online and offline services). With multichannel services, any inconsistency in perceived quality across channels may result in customer distrust to...

Research has shown that although e-collaboration technologies can improve productivity, users will abandon these technologies if they feel dissatisfied after using them. Successful implementation of e-collaboration technologies can be especially challenging with cross-cultural teams, which often bring different values and expectations to their collaboration experiences. We seek to further under...

Individual-level information systems adoption research has recently seen the introduction of expectation–disconfirmation theory (EDT) to explain how and why user reactions change over time. This prior research has produced valuable insights into the phenomenon of technology adoption beyond traditional models, such as the technology acceptance model. First, we identify gaps in EDT research that ...

Purpose The purpose of this paper is to investigate the key factors that explain intention use e-wallet services (perceived usefulness, perceived ease use, attitude, subjective norm, positive disconfirmation and behavioral control). moderating role value in relationship between satisfaction their continue using also examined. Methodology A total 257 users participated an online survey hypothese...

Customer satisfaction occupies a central role in marketing. Not surprisingly, researchers have produced an impressive body of literature that focuses on the causes and consequences of satisfaction. The antecedents of satisfaction have been investigated primarily through the disconfirmation paradigm which holds that satisfaction is the result of conscious mental accounting comparisons undertaken...

Purpose: Financial markets and institutions are central to the process of economic growth. The provision credit has increasingly been regarded as an important tool for raising incomes populations, mainly by mobilizing resources more productive uses. However, microfinance in Kisumu City Kenya still far off from reaching required customer satisfaction index. main purpose study was establish effec...

Consumers care about the fairness of companies both in terms corporate social responsibility (CSR) engagement and prices. However, interplay between these domains is not yet well understood. Therefore, this study examines how consumers’ perceptions CSR affect their perceived price following a increase. Drawing on cue-utilization expectancy disconfirmation theory, authors propose that exacerbate...