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An Empirical Investigation on Business Analytics in Software and Systems Development Projects
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2023 | Information Systems Frontiers | Citations: 0
Authors: Ahmad, Muhammad Ovais; Ahmad, Iftikhar; Rana, Nripendra P.; Khan, Iqra Sadaf

Abstract: To create competitive advantages, companies are leaning towards business analyti ... Expand

Abstract: To create competitive advantages, companies are leaning towards business analytics (BA) to make data-driven decisions. Nevertheless, users acceptance and effective usage of BA is a key element for its success. Around the globe, organizations are increasingly adopting BA, however, a paucity of research on examining the drivers of BA adoption and its continuance is noticeable in the literature. This is evident in developing countries where a higher number of systems and software development projects are outsourced. This is the first study to examine BA continuance in the context of software and systems development projects from the perspective of Pakistani software professionals. The data was collected from 186 Pakistani software professionals working in software and systems development projects. The data were analyzed using partial least squares - structural equation modelling techniques. Our structural model explains 45% variance on BA continuance intention, 69% variance on technological compatibility, and 59% variance on perceived usefulness. Our results show that confirmation has a direct impact on BA continuance intention in software and systems projects. The study has both theoretical and practical implications for professionals in the field of business analytics. Collapse

Semantic filters: expectation confirmation theory

Topics: perceived usefulness IT development project IT project systems development IT workforce

Methods: survey partial least squares path modeling machine learning conceptual modelling data transformation

Theories: expectation confirmation theory
Gratitude with Expectations: Exploring the Role of Restaurant Delivery and Food Availability on Online Customer Reviews During the COVID-19 Pandemic

2023 | Americas Conference on Information Systems | Citations: 0
Authors: Avery, Atiya; Xu, Pei

Abstract: Online reviews have become a popular tool for understanding consumers' percepti ... Expand

Abstract: Online reviews have become a popular tool for understanding consumers' perceptions of service and product quality. The COVID-19 pandemic has significantly impacted the restaurant industry, including negative impacts on profitability. This study utilizes gratitude theory and expectation confirmation theory to investigate how food delivery and food desert status moderated the impact of the pandemic on consumers' perceptions of restaurant quality. We find that consumers still held expectations for restaurants despite the COVID-19 pandemic crisis and their lack of food availability. Our findings also highlight the importance of food accessibility and availability, particularly in underprivileged communities during a crisis. This study has broader implications for businesses operating during crisis events providing insights into how they can improve their service and product quality to meet the needs of their consumers. Collapse

Semantic filters: expectation confirmation theory

Topics: pandemic service quality online review website geographic information system

Methods: product review robustness check

Theories: expectation confirmation theory
Investigating Students’ Satisfaction with Online Collaborative Learning During the COVID-19 Period: An Expectation-Confirmation Model
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2023 | Group Decision and Negotiation | Citations: 0
Authors: Cheng, Xusen; Bao, Ying; Yang, Bo; Chen, Sihua; Zuo, Yiting; Siponen, Mikko

Abstract: The recent outbreak of COVID-19 posed discontinuous disruption to traditional le ... Expand

Abstract: The recent outbreak of COVID-19 posed discontinuous disruption to traditional learning modes worldwide. In order to keep social distance, online collaborative learning has become a necessity during the pandemic. However, our understanding of students’ well-being and satisfaction with online collaborative learning is limited, especially during the COVID-19 period. Leveraging expectation confirmation theory, this study focuses on the triggers and inhibitors of students’ cognitive load during online collaborative learning process and their subsequent satisfaction with the learning mode during the pandemic. We used a mixed-method approach in this study. We conducted a qualitative study with interview data and a quantitative study with surveys. The results indicate several psychological and cognitive antecedents of students’ cognitive load during online collaborative learning. Findings also indicate that a high level of cognitive load will decrease students’ perceived usefulness of the online learning platform and expectation confirmation, thus leading to a low level of satisfaction with online collaborative learning. This study can provide theoretical and practical implications for a better understanding of online student groups’ satisfaction with online collaborative learning during the COVID-19 period. Collapse

Semantic filters: expectation confirmation theory

Topics: online learning system pandemic perceived usefulness anonymity social network

Methods: survey mixed method qualitative interview statistical hypothesis test partial least squares path modeling

Theories: expectation confirmation theory
Continuance Intention of Mobile Payment: TTF Model with Trust in an African Context
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2023 | Information Systems Frontiers | Citations: 0
Authors: Franque, Frank Bivar; Oliveira, Tiago; Tam, Carlos

Abstract: The use of mobile payment (m-payment) is growing exponentially in developing cou ... Expand

Abstract: The use of mobile payment (m-payment) is growing exponentially in developing countries. A small number of investigations have been undertaken on what makes people continue to use m-payment in an African context. We combine the task technology fit (TTF) model, expectation-confirmation model (ECM), and trust dimension to explain the influence of continuance use of m-payment. We collected 384 valid questionnaire responses from Mozambique. The results show that the relevant constructs to explain continuance intention are use, individual performance, overall trust, and the moderation role of satisfaction. Collapse

Semantic filters: expectation confirmation theory

Topics: usage intention user satisfaction perceived usefulness mobile application mobile payment

Methods: survey partial least squares regression partial least squares path modeling Kolmogorov-Smirnov test mediation analysis

Theories: theory of task technology fit expectation confirmation theory theory of planned behavior diffusion of innovations theory technology acceptance model
New Bots – The Influence of a Conversational Agent’s Rookie Personality on Users’ Satisfaction

2023 | International Conference on Information Systems | Citations: 0
Authors: Hildebrandt, Fabian; Brendel, Benedikt; Dennis, Alan; Sachdeva, Agrim

Abstract: Conversational agents (CAs) are not likely to be error-free, and efforts are b ... Expand

Abstract: Conversational agents (CAs) are not likely to be error-free, and efforts are being made by research and practice to mitigate the negative consequences of such errors (e.g., reduced service satisfaction). In this context, our study examines the impact of a CA's rookie personality (i.e., the CA expresses that it is new and still learning) on users. Our findings reveal that the rookie personality is a double-edged sword: while it increases users' perception of humanness, which increases the perception of reliability, it also directly reduces perceived reliability, resulting in less service satisfaction. To explain these seemingly contradictory effects, we turn to the dual processing theory of cognition and propose that the rookie personality influences both automatic and deliberate thinking. Users actively and consciously contemplate the CA's messages, leading them to view the software artifact as "broken" and low-quality. Additionally, users' automatic thinking is influenced by the perception of humanness. Collapse

Semantic filters: expectation confirmation theory

Topics: personality usability human computer interaction Google+ electronic mail

Methods: chatbot experiment survey statistical power analysis partial least squares regression

Theories: cognitive theory expectation confirmation theory
Towards a model of social commerce: improving the effectiveness of e-commerce through leveraging social media tools based on consumers’ dual roles
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2023 | European Journal of Information Systems | Citations: 0
Authors: Lin, Xiaolin; Wang, Xuequn

Abstract: Social media has been integrated into traditional e-commerce, creating an innova ... Expand

Abstract: Social media has been integrated into traditional e-commerce, creating an innovative technology-based approach to changing business practice and service, yet few researchers have attempted to provide an understanding of how this approach is changing consumer decision-making and purchase behaviours. Combining the expectation-confirmation theory and the expectation-confirmation model and information systems continuance, we propose a model for social commerce, illustrating how social media is utilised in online shopping as a three-fold process (pre-purchase, purchase, and post-purchase stages) from a consumer perspective. The model consists of three phases: social commerce motivation, social commerce adoption, and e-commerce effectiveness. Using two rounds of surveys, we find that (1) autonomous motivation and controlled motivation have positive effects on social commerce information seeking and sharing, and (2) social commerce information seeking formulates consumers’ pre-purchase decisions, thus affecting their actual purchase outcomes, repurchase intentions, and social commerce information-sharing intentions in the post-purchase stage. In addition, our study indicates that consumers may play dual roles in social commerce: as information seekers in the pre-purchase stage and as information providers in the post-purchase stage. Our findings have important implications for literature and practice. Collapse

Semantic filters: expectation confirmation theory

Topics: social commerce electronic commerce social media information exchange consumer behavior

Methods: survey partial least squares regression theory development conceptual modelling survey design

Theories: expectation confirmation theory self determination theory
Re-examining post-acceptance model of information systems continuance: A revised theoretical model using MASEM approach
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2023 | International Journal of Information Management | Citations: 0
Authors: Mishra, Anubhav; Shukla, Anuja; Rana, Nripendra P.; Currie, Wendy L; Dwivedi, Yogesh K.

Abstract: This study extends the post-acceptance model of information systems (IS) continu ... Expand

Abstract: This study extends the post-acceptance model of information systems (IS) continuance, which is widely used to explain users’ satisfaction and IS continuance intentions. The extended model includes additional variables such as perceived ease of use (PEOU), attitude, trust, and enjoyment. The proposed model was tested using metaanalytic structural equation modeling (MASEM). The analysis included 1,056 observations on fifteen relation ships from 214 independent studies with a combined sample of 84,343. The results confirm the significance of all the relationships proposed in the original model. Furthermore, the findings indicate that PEOU directly in fluences perceived usefulness, satisfaction, and attitude. Trust and enjoyment both have a positive impact on users’ satisfaction and IS continuance, wherein the effect of enjoyment was higher than trust. post-consumption satisfaction resulted in a favorable attitude toward technology, which further affected IS continuance. From a theoretical perspective, the current study acknowledges the shift in users’ attitude toward technology and em phasizes the hedonic value of IS usage as users report a higher degree of satisfaction toward responsive, easy to use, and enjoyable technologies. Marketers should focus on the enjoyment and gratifications derived from technology to increase potential IS usage. Collapse

Semantic filters: expectation confirmation theory

Topics: information system use perceived usefulness technology adoption social media ease of use

Methods: meta analysis structural equation modeling descriptive statistic literature sample hierarchical linear modeling

Theories: post acceptance model unified theory of acceptance and use of technology expectation confirmation theory extended unified theory of acceptance and use of technology learning theory
Effects of Managerial Response to Negative Reviews on Future Review Valence and Complaints
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2023 | Information Systems Research | Citations: 0
Authors: Ravichandran, T.; Deng, Chaoqun

Abstract: There is limited systematic research on managerial response strategies to online ... Expand

Abstract: There is limited systematic research on managerial response strategies to online customer complaints and negative reviews. In this paper, we synthesize justice theory and service recovery literature to develop a model that explores the mechanisms through which appropriate managerial responses to customer complaints influence aggregate future review valence and complaints. We test our model using data from TripAdvisor.com, a leading travel review platform. Using text analysis (e.g., natural language processing and deep learning), we extract and code the variables in our model from the reviews and the managerial responses to these reviews. Key findings indicate that responding to customer reviews—in particular, negative reviews—will have a positive influence on future review valence. Moreover, responses with more rational cues than emotional cues to customer complaints about procedural unfairness will have a positive influence on future review valence. However, responses with more rational cues than emotional cues to customer complaints about interactional unfairness will have a negative influence on future review valence. Moreover, we find that when reviews have both distributive and interactional unfairness, responses with more rational cues matter. In addition, we find that both rational cues and emotional cues in responses to distributive unfairness and rational cues in responses to procedural unfairness are effective to decrease the future occurrence of similar complaints. We interpret and discuss the implication of these findings for theory and practice.History: Yulin Fang, Senior Editor; Zhengrui Jiang, Associate Editor.Supplemental Material: The online appendix is available at https://doi.org/10.1287/isre.2022.1122. Collapse

Semantic filters: expectation confirmation theory

Topics: online review user-generated content marketing management anonymity Python

Methods: deep learning theory development qualitative content analysis computational algorithm longitudinal research

Theories: justice theory expectation confirmation theory
Enablers and Inhibitors of Mobile Payments in Rural India: a Dual-Factor Theory Perspective
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2023 | Information Systems Frontiers | Citations: 0
Authors: Sharma, Sujeet Kumar; Mishra, Anubhav

Abstract: This study aims to address the scant research on emerging economies, especially ... Expand

Abstract: This study aims to address the scant research on emerging economies, especially the rural population, which are expected to drive the significant growth of mobile payment services. We developed a research model using dual-factor theory as an overarching umbrella by considering the users’ perception of both enablers and inhibitors of mobile payments. The enablers and inhibitors of mobile payments were drawn from the extant literature, driving users’ satisfaction and leading to continued usage. To test the proposed research model, we collected responses from 412 respondents from rural settings in India. The study finds that the enablers positively affect satisfaction, and the impact of inhibitors was negative. The findings validate the importance and existence of inhibitors along with enablers of mobile payments. The findings would benefit the government, policymakers, marketers, and other stakeholders interested in digitization of the rural economy, empowerment of rural people, and rural market penetration. Collapse

Semantic filters: expectation confirmation theory

Topics: mobile payment mobile system user satisfaction electronic payment technology adoption

Methods: survey theoretical contribution literature study survey design statistical hypothesis test

Theories: two-factor theory expectation confirmation theory lemon market theory theory of economic development technology acceptance model
Understanding the Association between Star Ratings and Review Helpfulness: The Perspectives of Expectation Confirmation Theory and Negativity Bias

2023 | HICSS | Citations: 0
Authors: Son, Jaebong; Lee, Gunwoong

Abstract: Consisting of textual, multimedia, and numerical information elements, online co ... Expand

Abstract: Consisting of textual, multimedia, and numerical information elements, online consumer reviews (OCR) have been considered an essential information source of products for prospective consumers. Researchers have made significant efforts to comprehend how these information elements are associated with OCRs’ information value or helpfulness. However, there is a paucity of theoretical evidence on consumers’ perception and evaluation of star ratings and their information, even though star ratings as numerical information cues can imply multiple meanings. In this study, we leverage (1) expectation-confirmation theory to delineate star ratings as the extent of consumer satisfaction and (2) negativity bias to explain the relationship between star ratings and helpfulness. Using 45,621 reviews of 20 products across three categories, we empirically find that our theoretical approaches improve our understanding of the effect of star ratings on helpfulness. Therefore, this study contributes to the extant literature on OCRs by providing the theory-based evaluation of star ratings in relation to helpfulness. Collapse

Semantic filters: expectation confirmation theory

Topics: mobile system fitness tracker electronic commerce

Methods: statistical hypothesis test sentiment analysis regression analysis method ordinary least square theory development

Theories: expectation confirmation theory

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Found 176 articles

An Empirical Investigation on Business Analytics in Software and Systems Development Projects

Gratitude with Expectations: Exploring the Role of Restaurant Delivery and Food Availability on Online Customer Reviews During the COVID-19 Pandemic

Investigating Students’ Satisfaction with Online Collaborative Learning During the COVID-19 Period: An Expectation-Confirmation Model

Continuance Intention of Mobile Payment: TTF Model with Trust in an African Context

New Bots – The Influence of a Conversational Agent’s Rookie Personality on Users’ Satisfaction

Towards a model of social commerce: improving the effectiveness of e-commerce through leveraging social media tools based on consumers’ dual roles

Re-examining post-acceptance model of information systems continuance: A revised theoretical model using MASEM approach

Effects of Managerial Response to Negative Reviews on Future Review Valence and Complaints

Enablers and Inhibitors of Mobile Payments in Rural India: a Dual-Factor Theory Perspective

Understanding the Association between Star Ratings and Review Helpfulness: The Perspectives of Expectation Confirmation Theory and Negativity Bias