User Continuance Intention in Information Technology

User continuance intention refers to the deliberate decision of individuals to persist in using a technological system or service after initial adoption. This concept has emerged as a critical focus in information technology research, reflecting the shift from mere acceptance to sustained engagement. Theoretical frameworks such as the Expectation–Confirmation Model and the Technology Acceptance Model have underpinned much of this work, emphasising the roles of users’ satisfaction, perceived usefulness and perceived ease of use in shaping ongoing usage. Recent developments have extended these models to include dimensions such as hedonic value, trust, habit and technology-specific characteristics, recognising that emotional, social and contextual factors all contribute to long-term retention. Understanding continuance intention is of global significance for practitioners and policymakers alike, since continued use of digital platforms underpins economic growth, educational outcomes, health interventions and environmental initiatives. By identifying the antecedents of sustained engagement, designers and managers can refine user experience, enhance loyalty and ensure that technological innovations deliver enduring benefits.

Research from Nature Portfolio

A recent study has extended the expectation–confirmation framework by integrating key artificial intelligence characteristics to examine continuance intention in mobile banking applications. The model introduced constructs of perceived intelligence and anthropomorphism, revealing that both dimensions boost confirmation of initial expectations and perceived usefulness, which then drive user satisfaction. Elevated satisfaction was found to be the principal predictor of ongoing engagement with AI-enabled financial services, highlighting the importance of trust and realistic portrayals of intelligence in sustaining user commitment.

User Continuance Intention in Information Technology publication trend

The graph below shows the total number of articles in user continuance intention in information technology across all publications each year (not limited to Nature Index journals).

Technical terms

Expectation–Confirmation Model (ECM): A theoretical framework that explains how users’ confirmation of expectations and subsequent satisfaction influence their intention to continue using an information system.

Technology Acceptance Model (TAM): A model positing that perceived usefulness and perceived ease of use determine users’ behavioural intention to adopt and continue using technology.

Perceived Usefulness: The degree to which a user believes that using a particular system enhances their performance or outcomes.

Perceived Ease of Use: The extent to which a user believes that using a system will be free of effort.

Confirmation: The degree to which users’ initial expectations are met during actual system use.

Satisfaction: A user’s affective response to prior system use, reflecting the degree to which expectations are fulfilled.

Continuance Intention: A user’s stated willingness to persist in using a technology or service over time.

References

1. Re-examining post-acceptance model of information systems continuance: A revised theoretical model using MASEM approach. International Journal of Information Management (2023).
2. Exploring post-usage behaviour in app-based ride-sourcing services: Evidence from Egypt. Technological Forecasting and Social Change (2024).
3. Understanding continuance intention of artificial intelligence (AI)-enabled mobile banking applications: an extension of AI characteristics to an expectation confirmation model. Humanities and Social Sciences Communications (2023).
4. Predictors of customers’ continuance intention of mobile banking from the perspective of the interactivity theory. Economic Research-Ekonomska Istraživanja (2022).