Scale library · Technology & information systems
IS continuance model (ECM): Bhattacherjee (2001)
The ECM was proposed by Bhattacherjee (2001) to explain why users continue or stop using a system after initial acceptance. When actual experience exceeds expectations (confirmation), users find the system more useful and are more satisfied, and satisfaction and perceived usefulness jointly drive continuance intention. The original study surveyed online banking customers; the items here come from the fully reported adaptation by Vedadi and Warkentin (2016) for mobile banking apps. It suits theses on continued use of e-wallets, banking apps, online learning and food delivery apps.
Cite the original, not the blog.
- Model or scale: ECM
- Constructs: 4
- Items: 14 (1 reverse-coded)
Original English items
Items marked (R) are reverse-coded: recode them before computing reliability or scale scores. Replace bracketed placeholders such as [system] with the name of the system, brand or organization you study.
Confirmation (CONF, 3 items)
| Code | Item wording | Reverse-coded |
|---|---|---|
| CONF1 | My experience with using [mobile banking applications] was better than what I expected. | No |
| CONF2 | The service level provided by [mobile banking applications] was better than what I expected. | No |
| CONF3 | Overall, most of my expectations from using [mobile banking applications] were confirmed. | No |
Perceived Usefulness (PU, 4 items)
| Code | Item wording | Reverse-coded |
|---|---|---|
| PU1 | Using [mobile banking applications] improves my performance in managing personal finances. | No |
| PU2 | Using [mobile banking applications] increases my productivity in managing personal finances. | No |
| PU3 | Using [mobile banking applications] enhances my effectiveness in managing personal finances. | No |
| PU4 | Overall, [mobile banking applications] is useful in managing personal finances. | No |
Satisfaction (SAT, 4 items)
| Code | Item wording | Reverse-coded |
|---|---|---|
| SAT1 | Very dissatisfied/Very satisfied | No |
| SAT2 | Very displeased/Very pleased | No |
| SAT3 | Very frustrated/Very contented | No |
| SAT4 | Absolutely terrible/Absolutely delighted | No |
Continuance Intention (CI, 3 items)
| Code | Item wording | Reverse-coded |
|---|---|---|
| CI1 | I intend to continue using [mobile banking applications] rather than discontinue its use. | No |
| CI2 | My intentions are to continue using [mobile banking applications] than use any alternative means (traditional or web-based banking). | No |
| CI3 (R) | If I could, I would like to discontinue my use of [mobile banking applications]. | Yes |
Response scale
7-point scales. CONF, PU and CI use a 7-point agreement scale (1 = Strongly disagree … 7 = Strongly agree); SAT uses four 7-point semantic differential pairs (for example 1 = Very dissatisfied … 7 = Very satisfied), following Vedadi and Warkentin (2016).
Recoding reverse-coded items: 1–7 scale: new score = 1 + 7 − score = 8 − score; 1–5 scale: new score = 1 + 5 − score = 6 − score.
Licence and permission
The items are published in the appendix of an academic article (Vedadi & Warkentin, 2016) and in Bhattacherjee's (2001) original article. Cite both; we found no permission requirement for non-commercial academic use.
Sources (APA 7)
- Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351–370. https://doi.org/10.2307/3250921
- Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
- Kock, N., & Hadaya, P. (2018). Minimum sample size estimation in PLS-SEM: The inverse square root and gamma-exponential methods. Information Systems Journal, 28(1), 227–261. https://doi.org/10.1111/isj.12131
- Vedadi, A., & Warkentin, M. (2016). Continuance intention on using mobile banking applications: A replication study of information systems continuance model. AIS Transactions on Replication Research, 2, Article 7. https://doi.org/10.17705/1atrr.00014
Vietnamese translation
A Vietnamese translation of every item, with sample-size advice and studies that used the scale, is on the Vietnamese page for this scale.