Academic literature on the topic 'Expectation-Confirmation Theory (ECT)'

The privacy and security of communication in corporations and governmental organizations has increased enormously over the years. At the same time, a growing amount of technological solutions to support this have emerged. This study examines user expectations before and use experiences during the implementation phase of a mobile secure communication application. These are investigated from the expectation–confirmation perspective and its influence on continued adoption. The study has an exploratory approach for this investigation. To guide the investigation, the study draws from the expectation–confirmation theory (ECT) and the unified theory of acceptance and use of technology (UTAUT). Empirically, the study is qualitative and conducted in a governmental organization in Finland. The findings reveal the key user expectations and use experiences and their importance for users in terms of implementation and continued adoption of a mobile secure communication application.

The increasing use of the Internet over recent years has forced governments and individuals to utilise Information & Communication Technology (ICT) in the form of electronic government (e-government). However, the success of e-government delivery is dependent on usage generally but also on growing concerns about perceived social influence and prior experience of e-government service usage; this is in order to ensure better utilisation of ICT investments by retaining current users. Few studies have investigated the influences of perceived social influence and prior experience on personal factors, such as self-efficacy, personal outcome expectation and satisfaction, towards intention to the continual use of e-government systems. To fill this gap, the present research develops a conceptual framework by associating it with citizens' prior experience. A conceptual framework of six constructs is developed by integrating Social Cognitive Theory (SCT) and Expectation Confirmation Theory (ECT). Theoretically, the present study extends the roles of pre-adoption and post-adoption by offering a self-regulating process through self-efficacy as a physical ability. Further, the study reveals the importance of social influence and prior experience as well as personal outcome expectation and satisfaction as cognitive factors that represent personal goal assessments.