기대일치모형을 이용한 항공예약시스템의 지속사용의도 영향요인 고찰

Due to a rapid informatization of the travel industry forced travel agencies to adopt airline computer reservation system (CRS). Existing studies of information system acceptance has largely dealt with voluntary information system environment that business users are utilizing information system for business purposes regardless of their will. Therefore, users' acceptance of airline CRS may be regarded mandatory. Although airline CRS may be mandatory,customers will use it more eagerly if it is judged to be helpful for tasks. Accordingly, this study investigated factors influence usage of airline CRS based on the expectation confirmation theory. The data was collected from 215airline CRS users and analyzed using structural equation modeling with AMOS 18.0. Our findings indicate that confirmation significantly influence objective usefulness, trust, technical support and satisfaction. Trust significantly influence objective usefulness. Also, objective usefulness, trust, and technical support significantly influence satisfaction. Finally, both objective usefulness and satisfaction significantly influence CRS continuance use intention. The results and implications of these findings are further discussed in the paper.