The Electronic Journal of Information Systems Evaluation provides critical perspectives on topics relevant to Information Systems Evaluation, with an emphasis on the organisational and management implications
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Journal Article

What won’t Google users switch to Bing? Understanding factors that promote and barriers that prevent software users from switching  pp180-196

Dr. Adarsh Kumar Kakar

© Dec 2016 Volume 19 Issue 3, Editor: Shaun Pather, pp135 - 212

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Abstract: In this study we investigate factors that promote and barriers that prevent software users from switching. This investigation is relevant. Providers of software products are interested in creating conditions to make it difficult for existing users to switch to competitive products and in making their product attractive for users of competitive products to switch to their own product. The findings of the study with users of search engines indicate that chronic “regulatory focus”, an enduring user characteristic, is the most important factor for switching. Users with the gain seeking “promotion focus” were three times more likely to switch than users with loss‑aversive “preventive focus”. Further the users’ regulatory focus moderated the impact on software switching of other factors such as the value (utilitarian/ hedonic) derived from the use of the software, software use experience, costs of software switching and the attractiveness of software alternates. These findings can help software product managers identify defection prone users and opens up new avenues for research in post‑adoption user behaviors.


Keywords: Keywords: Software Switching, Switching costs, Utilitarian Value, Hedonic Value


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Journal Issue

Volume 19 Issue 3 / Dec 2016  pp135‑212

Editor: Shaun Pather

View Contents Download PDF (free)


Shaun_Pather‑200 Professor Shaun Pather, based in the Faculty of Informatics & Design at the Cape Peninsula University of Technology, Cape Town, South Africa, has spent more than 20 years teaching and researching in the field of ICT management.

His research has focused on the evaluation of Information Systems (IS) effectiveness, particularly within e‑Commerce, e‑Government and other web enabled contexts. He has developed models for evaluating e‑Commerce success, and also has an interest in the application of e‑Service Quality evaluation. Shaun has also extended his interest in IS evaluation into practical community engagement and Information Society issues, centered around societal upliftment facilitated by ICT’s. He has published in peer reviewed journals and has presented papers at several conferences. He has led several research projects with university and government partners in both the private and public sector. Professor Pather is also a Fulbright Scholar (University of Washington, 2009‑2010).


Keywords: Multi-channel, Electronic banking, Internet banking, Mobile banking, Technology Adoption, Grounded Theory, Design science, Design science research, evaluation, empirical validation, secondary analysis, primary data, business analysis, business architecture, parallelism, alignment, roles, responsibilities and organisational structure, Software Switching, Switching costs, Utilitarian Value, Hedonic Value, e-government, on-line tax filing, acceptance factors, personal innovativeness, computer self-efficacy, online trust, system quality, information system


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