Expectation-Confirmation Theory

Abstract

Expectation-confirmation theory (ECT) posits that satisfaction is determined by interplay of prior expectations and perception of delivery. As such, there are many applications in research and practice that employ an ECT model. The descriptive power allows independent investigations manipulating either of the components and a format to examine just why clients are satisfied (or not) with a particular product or service. However, the use of ECT can be impeded by a seeming lack of analysis techniques able to handle the difficulties inherent in the model, restricting information system (IS) researchers to limit the model to less descriptive and analytical accuracy. This chapter provides an overview of ECT applications in IS research and demonstrates how polynomial regression analysis (PRA) allows for a more robust set of models.

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