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

Author

Sathapornvajana, Sunisa ; Papasratorn, Borworn

Author_Institution

Requirements Eng. Lab. (R-Lab.), King Mongkut´s Univ. of Technol. Thonburi, Bangkok, Thailand

fYear

2015

fDate

7-10 July 2015

Firstpage

573

Lastpage

578

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.

Keywords

Internet telephony; personal communication networks; quality of service; ECM; IP-based personal communication application; Internet Protocol-based communication technology; QoS; VoIP; expectation confirmation model; quality of service; voice over IP; Analytical models; Context; Data models; Electronic countermeasures; IP networks; Mathematical model; Quality of service; Expectation Confirmation Model (ECM); IP-based personal communication application; Quality of Service (QoS); VoIP; perceived quality;

fLanguage

English

Publisher

ieee

Conference_Titel

Ubiquitous and Future Networks (ICUFN), 2015 Seventh International Conference on

Conference_Location

Sapporo

ISSN

2288-0712

Type

conf

DOI

10.1109/ICUFN.2015.7182609

Filename

7182609