An empirical examination of users' post-adoption behaviour of mobile services

Abstract

Extant research has focused on the initial adoption and usage of mobile services and paid little attention to the post-adoption and continuance usage. However, unless users continue using mobile services, service providers cannot achieve success. Drawing upon the expectation confirmation theory, this research develops a mobile post-adoption model. The post-adoption behaviour includes three variables: continuance intention, recommendation and complaint. We conducted data analysis with partial least squares. The results indicated that expectation confirmation, perceived ease of use, perceived usefulness and usage cost significantly affect users' satisfaction, further determining their post-adoption behaviour. In addition, perceived usefulness has a direct effect on the continuance intention.

Keywords:

• post-adoption
• expectation confirmation theory
• mobile services
• perceived usefulness
• usage cost

Acknowledgements

This work was partially supported by a grant from the National Natural Science Foundation of China (71001030), a grant from the Humanities and Social Sciences Foundation of the Ministry of Education (09YJC630052), a grant from the Zhejiang Provincial Natural Science Foundation (Y7100057) and a grant from the China Postdoctoral Science Foundation (201003478).