User experience, satisfaction, and continual usage intention of IT

Liqiong Deng, Douglas E Turner, Robert Gehling and Brad Prince

European Journal of Information Systems, 2010, vol. 19, issue 1, 60-75

Abstract: The purpose of this paper is to develop and test a research model that investigates the effects of user experience with information technology (IT) on user satisfaction with and continual usage intention of the technology. The research model uses the concept of cognitive absorption (CA) to conceptualize the optimal holistic experience that users feel when using IT. A set of hypotheses are proposed regarding the direct and indirect effects of CA on user satisfaction through the perceived utilitarian and hedonic performance and expectation disconfirmation of IT. An online survey was conducted to test the model and its associated hypotheses. The results provided support for the hypothesized effects of CA and indicated its importance for the formation of post-adoption satisfaction and continuance intention with IT.

Date: 2010
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DOI: 10.1057/ejis.2009.50

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