An expectation-confirmation model of continuance intention to use mobile instant messaging

Stiff competition in the mobile instant messaging (MIM) market underscores the importance of continuance use of MIM to ensure sustainable growth of service providers. This paper investigates the impact of perceived usability, perceived security, perceived service quality, and confirmation on users’ continuance intention to use MIM. A research model based on the expectation-confirmation model was built and empirically tested using data from 334...