Understanding users' continued usage of IP-based personal communication applications

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Publication Details

Author listSathapornvajana S., Papasratorn B.

PublisherIEEE Computer Society

Publication year2015

Volume number2015-August

Start page573

End page578

Number of pages6

ISBN9781479989935

ISSN2165-8528

eISSN2165-8528

URLhttps://www.scopus.com/inward/record.uri?eid=2-s2.0-84944682244&doi=10.1109%2fICUFN.2015.7182609&partnerID=40&md5=57484c978406a928e57ab7c951646ce0

LanguagesEnglish-Great Britain (EN-GB)


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Abstract

Internet Protocol (IP)-based communication technology, such as Voice over IP (VoIP) in particular, is widely used for personal communication. Previous research focused on developing applications to achieve good Quality of Service (QoS), but were less focused on the quality perception and application adoption. This study proposed a model with Perceived Quality as an extension to the Expectation Confirmation Model (ECM). Data were collected from 125 participants who had previously used IP applications. The results revealed that Confirmation, Perceived Usefulness and Perceived Quality have a direct effect on Satisfaction. Based on the findings, VoIP providers should avoid creating overly-high expectations in their customers, as this would negatively affect satisfaction. ฉ 2015 IEEE.


Keywords

Expectation Confirmation Model (ECM)IP-based personal communication applicationperceived quality


Last updated on 2023-04-10 at 07:36