From an information and communication technology (ICT) point of view, the question whether actual, measurable performance of ICT can alter customer satisfaction and continuance intention is not ac-counted for sufficiently in previous research. Companies align their budgets according to successful operational outcomes. In accordance, the technology related departments are often blamed when tar-gets are not met, and lack evidence for influencing outcomes. Therefore, this research proposes a vari-ation of Expectation Confirmation Theory by integrating Herzberg’s (1966) Two-Factor Theory to account for measurable operational ICT performance as hygiene factor as well as perceived perfor-mance as motivational factor in the satisfaction and continuance intention discussion. We examine this theoretical advancement by investigating the use case of a German mobile network operator. Findings suggest that actual network performance in terms of call failures negatively contributes to perceived performance, but not to satisfaction. To account for this striking result, we propose a typology of users derived from a two-step cluster analysis. Our proposed typology of users shows different levels of sen-sitivity to network issues and that call failures, rather than problems with data connections, can lead to dissatisfaction with a mobile network.
Kayser, Ina and Bogdahn, Olaf, (2019). "THE PARADOX OF PERCEIVED AND ACTUAL PERFORMANCE AND A TYPOLOGY OF MOBILE NETWORK USERS". In Proceedings of the 27th European Conference on Information Systems (ECIS), Stockholm & Uppsala, Sweden, June 8-14, 2019. ISBN 978-1-7336325-0-8 Research Papers.