Title page for etd-0205113-130544


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URN etd-0205113-130544
Author Chien-Chih Wang
Author's Email Address No Public.
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Department Information Management
Year 2012
Semester 1
Degree Master
Type of Document
Language English
Title Integrate Expectation Confirmation Theory and Two Factor Theory to Explore IS User’s Organizational Citizenship Behavior
Date of Defense 2013-01-28
Page Count 81
Keyword
  • User delight
  • Two factor theory
  • User satisfaction
  • Expectation confirmation theory
  • Organizational citizenship behavior
  • Abstract    System user’s acceptance behavior in firms has long been shed light on in information system (IS) research. However, except for user’s acceptance behavior, more positive and proactive oriented behaviors, user’s organizational citizenship behavior (OCB) has gradually been emphasized in IS research. However, in current IS research, no efforts have addressed on digging the antecedents of user’s OCB. Therefore, this study combined expectation confirmation theory and two factor theory to examine the impact of confirming level of IS hygiene factors and motivator on user’s affect – satisfaction and delight which will further influence user’s OCB. 
       Data was collected from 237 IS users in firms in Taiwan to test our hypothesis. The result shows that user delight is a stronger predicator of user’s OCB than user satisfaction. Besides, we find that information quality, system quality and service quality of organizational IS are hygiene factors. The relationship between IS hygiene factors and user satisfaction is similar to the pattern of left half of bell shape. This indicates IS hygiene factors are not critical for boosting user’s positive satisfaction and triggering user’s OCB. Besides, although the IS motivator we proposed in our research context is a performance factor, we find that the extremely high level of confirmation on IS performance factors can cause user delight and further result in user’s OCB.
       The result of this study can provide practitioners as well as academics the refreshing view regarding the relationship between user satisfaction and IS related characteristics. Besides, this research also pioneers IS studies in finding the important antecedents of user’s OCB – user satisfaction and delight.
    Advisory Committee
  • Tsai-hsin Chu - chair
  • Jen-Ruei Fu - co-chair
  • Yi-Cheng Ku - co-chair
  • Jack Shih-Chieh Hsu - advisor
  • Tung-Chin Lin - advisor
  • Files
  • etd-0205113-130544.pdf
  • Indicate in-campus at 0 year and off-campus access at 2 year.
    Date of Submission 2013-02-05

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