Influences of IT substitutes and user experience on post-adoption user switching

An empirical investigation

Chen Ye, DongBack Seo, Kevin C. Desouza, Sridhar Papagari Sangareddy, Sanjeev Jha

Research output: Contribution to journalArticle

43 Citations (Scopus)

Abstract

This study examines factors that influence individual users' post-adoption switching behavior between information technology products that are near perfect substitutes. The introduction and popularity of Mozilla Firefox Web browser provided an ideal empirical setting for this study. Drawing upon literature on post-adoption user behavior, consumer behavior, and online user research, we propose a research model and validate it using cross-sectional field data collected from 306 users on their decision to switch from Microsoft Internet Explorer (IE) to Mozilla Firefox. Findings suggest that user satisfaction and breadth of use of the incumbent product are negatively associated with switching behavior. Perceived ease of use, relative advantage, and perceived security of the substitute product are positively associated with switching behavior. In addition, the effects of perceived ease of use and relative advantage are not moderated by user experience. This study contributes to both research and practice by advancing our understanding of information technology (IT) users' post-adoption behavior in general and their switching behavior on Web-related IT products specifically.

Original languageEnglish (US)
Pages (from-to)2115-2132
Number of pages18
JournalJournal of the American Society for Information Science and Technology
Volume59
Issue number13
DOIs
StatePublished - Nov 2008
Externally publishedYes

Fingerprint

Information technology
information technology
experience
Consumer behavior
Web browsers
user research
consumption behavior
Switches
Internet
popularity
Switching behavior
Empirical investigation
Substitute
User experience
World Wide Web
Relative advantage
Perceived ease of use

ASJC Scopus subject areas

  • Software
  • Artificial Intelligence
  • Information Systems
  • Human-Computer Interaction
  • Computer Networks and Communications

Cite this

Influences of IT substitutes and user experience on post-adoption user switching : An empirical investigation. / Ye, Chen; Seo, DongBack; Desouza, Kevin C.; Sangareddy, Sridhar Papagari; Jha, Sanjeev.

In: Journal of the American Society for Information Science and Technology, Vol. 59, No. 13, 11.2008, p. 2115-2132.

Research output: Contribution to journalArticle

Ye, Chen ; Seo, DongBack ; Desouza, Kevin C. ; Sangareddy, Sridhar Papagari ; Jha, Sanjeev. / Influences of IT substitutes and user experience on post-adoption user switching : An empirical investigation. In: Journal of the American Society for Information Science and Technology. 2008 ; Vol. 59, No. 13. pp. 2115-2132.
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