Evaluation of end-user computing satisfaction for Hong Kong public housing using an expectation confirmation approach

With reference to prior research on expectation confirmation theory, there are several constructs that have been determined as the antecedent factors of the individual end-user computing satisfaction (EUCS) formation process. This study measures the level of satisfaction among the end-users of an estate management and maintenance system in a public housing organisation. It identifies how the interactions of prior experience, perceived usefulness and confirmation help to achieve the EUCS and subsequently lead to usage continuance intention. The research employs a mixed research approach integrating case study and survey research under a quantitative paradigm. The case study is to test the applicability of the model and to clarify some practical issues. Then the survey research has been conducted to testify the research model. Questionnaires were issued to Hong Kong public housing executives using the estate management and maintenance system. A structural equation modelling tool, Partial Least Squares, is used for statistical data analysis with specific objectives in line with the research questions. The empirical results of this study provide support for the model of expectation confirmation theory, which relates to the factors of contributing the EUCS and usage continuance intention.