Customer behavior and adoption · Field survey testing five hypotheses from an expectation-confirmation model.
Understanding Information Systems Continuance: An Expectation-Confirmation Model
Anol Bhattacherjee (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. MIS Quarterly. https://doi.org/10.2307/3250921.
Plain-English take
Continuance intention was determined by satisfaction with use and perceived usefulness of continued use; confirmation influenced satisfaction and usefulness. For your marketing: Use it as a behavioral mechanism or experiment-design reference, not a direct forecast for a SaaS funnel.
How much weight to give this
2.5/5 Evidence needs cautious interpretation
The 1–5 evidence-check score is a practical reading aid, not a formal peer review or a probability that a conclusion is true. It combines design strength (2 points), sample reporting (1), comparison/control clarity (1), and how much of the paper could be checked (1). Access affects how confidently this directory can assess a study, not the study's underlying quality. Blinding is reported separately because it is not relevant to every design.
Field survey testing five hypotheses from an expectation-confirmation model.
Online banking users with experience of the system.
Judged from the publisher-described design and comparison; consult the paper for complete analysis.
Publisher page and abstract were retrieved directly; full text was not assumed open.
Double-blind? Blinding was not established from the retrieved publisher record.
Research question
What the authors investigated
What cognitive beliefs and affect explain continued rather than initial IS use?
Design
Field survey testing five hypotheses from an expectation-confirmation model.
Sample and setting
Online banking users with experience of the system.
Reported result
What the study found
Continuance intention was determined by satisfaction with use and perceived usefulness of continued use; confirmation influenced satisfaction and usefulness.
This is a paraphrase of the source. Check the original paper for definitions, estimates, statistical uncertainty and analysis details.
Scope and transfer
Limitations to keep in view
Single service (online banking), field survey and intention outcome limit causal and cross-product inference.
Possible founder application
Use it as a behavioral mechanism or experiment-design reference, not a direct forecast for a SaaS funnel.
Evidence access
Publisher record and abstract retrieved; consult the linked paper for full methods and tables.
Publisher abstract: “Five research hypotheses… empirically validated using a field survey of online banking users”; it reports satisfaction and continued-use usefulness as determinants. Direct publisher-page retrieval was recorded on 2026-10-09; this profile uses publisher metadata/abstract and does not claim independent review of unavailable full text.
If only an abstract or metadata was available, the profile is limited to claims supported there. A paper's paywall does not change its evidentiary status, but it limits what we can substantiate from accessible text.