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

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.