Retention · Field survey testing five hypotheses from an expectation-confirmation model.
Understanding Information Systems Continuance: An Expectation-Confirmation Model
MIS Quarterly · 2001
Summary
Continuance intention was determined by satisfaction with use and perceived usefulness of continued use; confirmation influenced satisfaction and usefulness.
For your marketing
Possible founder application
Use it as a behavioral mechanism or experiment-design reference, not a direct forecast for a SaaS funnel.
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.
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.
Scope and transfer
Limitations to keep in view
Single service (online banking), field survey and intention outcome limit causal and cross-product inference.
Research sources
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.