THE INFLUENCE OF SERVICE QUALITY ON SATISFACTION AND INFORMATION SYSTEM CONTINUANCE INTENTION

The expectation-confirmation model of IS continuance (ECM-IS) explains determinants affecting the behavior of information system (IS) users which can also have an impact on their decision whether to continue or discontinue the IS use. Service quality is considered a potential motivator which can influence users IS behavior. Likewise, one may expect service quality to be a motivator of users' IS continuance intention influencing their future behavior after the initial IS use, and to be an important factor of IS success in general. In this study, an extension of the ECM-IS has been proposed in order to examine whether the perception of service quality by users plays an important role in shaping IS user behavior, as well as whether it affects the level of satisfaction with and the decision to either continue or discontinue the IS use. The Extended ECM-IS (ECM IS) has explained 66% of the variance dependent variable of IS continuance. Findinas of this study confirm that perceived usefulness, satisfaction and perceived service quality are significant predictors of users' IS continuance intention.