Explaining IS continuance in environments where usage is mandatory

Several research efforts over the last decade have attempted to explain user acceptance in mandated environments. This research is an attempt in the same direction. It addresses users’ satisfaction in mandated environments to further contribute to our understanding of how we can manage mandated use of information systems (IS) effectively beyond initial adoption. To better explain users’ IS continuance a revised post-acceptance model is proposed and empirically tested using the structural equation modelling technique. The results demonstrate the reliability and validity of the proposed measurement model and further demonstrate that confirmed expectations and ease of use perceptions explain 61% of the users’ satisfaction in this setting. Our findings have important implications for the management of users in mandated environments as well as for further research in the area of mandated use. To that end, we offer directions for future research.