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Customer satisfaction from open source software services in the presence of commercially licensed software

Customer satisfaction from open source software services in the presence of commercially licensed software
Customer satisfaction from open source software services in the presence of commercially licensed software
The limited literature on Open Source Software (OSS) customers’ adoption does not provide explanations on how OSS services are adopted by customers in the presence of functionally superior commercially licensed software (CLS). This paper aims to uncover the process that shapes customer satisfaction of OSS services in comparison to CLS. Expectation Disconfirmation Theory (EDT) is adapted and integrated with pre implementation factor model that influences software customers’ expectations including cost, reputation, and experience. The constructed research model is empirically validated using a field survey of OSS and CLS database management system (DBMS) customers in Korea. The theoretical contribution of the paper lies on the application of EDT to explain the wide adoption of OSS DBMS services in the presence of functionally superior CLS DBMSs. Furthermore, this paper integrates EDT with pre-implementation factors for customers’ expectations, which has been considered a limitation of the theory. Among the practical contributions, this study draws attention to the substantive differences between OSS and CLS customers’ expectations. Additionally, it offers initial ex-planations for the differences in customer behavior for OSS and CLS and the way that customers’ expectations and actual performance are mingled together to form customer satisfaction.
2288-5404
473-499
Moon, Jung Oh
55b5c0f7-aed1-441b-9348-52939de911b0
Lee, Habin
bab650b0-df62-40c1-bb0e-53d778ade29d
Kim, Jong Woo
42a7d64a-f920-4f34-b224-30c3c278c596
Aktas, Emel
3dfe90f1-07d9-487f-b0cd-86bf8aad3ee7
Tsohou, Aggeliki
5a6744eb-bb64-4d58-acb2-c1b5fcbbaef7
Choi, Youngseok
928c489e-7c5b-42fc-bad8-77ce717ba106
Moon, Jung Oh
55b5c0f7-aed1-441b-9348-52939de911b0
Lee, Habin
bab650b0-df62-40c1-bb0e-53d778ade29d
Kim, Jong Woo
42a7d64a-f920-4f34-b224-30c3c278c596
Aktas, Emel
3dfe90f1-07d9-487f-b0cd-86bf8aad3ee7
Tsohou, Aggeliki
5a6744eb-bb64-4d58-acb2-c1b5fcbbaef7
Choi, Youngseok
928c489e-7c5b-42fc-bad8-77ce717ba106

Moon, Jung Oh, Lee, Habin, Kim, Jong Woo, Aktas, Emel, Tsohou, Aggeliki and Choi, Youngseok (2015) Customer satisfaction from open source software services in the presence of commercially licensed software. Asia Pacific Journal of Information Systems, 25 (3), 473-499. (doi:10.14329/apjis.2015.25.3.473).

Record type: Article

Abstract

The limited literature on Open Source Software (OSS) customers’ adoption does not provide explanations on how OSS services are adopted by customers in the presence of functionally superior commercially licensed software (CLS). This paper aims to uncover the process that shapes customer satisfaction of OSS services in comparison to CLS. Expectation Disconfirmation Theory (EDT) is adapted and integrated with pre implementation factor model that influences software customers’ expectations including cost, reputation, and experience. The constructed research model is empirically validated using a field survey of OSS and CLS database management system (DBMS) customers in Korea. The theoretical contribution of the paper lies on the application of EDT to explain the wide adoption of OSS DBMS services in the presence of functionally superior CLS DBMSs. Furthermore, this paper integrates EDT with pre-implementation factors for customers’ expectations, which has been considered a limitation of the theory. Among the practical contributions, this study draws attention to the substantive differences between OSS and CLS customers’ expectations. Additionally, it offers initial ex-planations for the differences in customer behavior for OSS and CLS and the way that customers’ expectations and actual performance are mingled together to form customer satisfaction.

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(published version) Customer Satisfaction from Open Source Software Services in the Presence of Commercially Licensed Software - Version of Record
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Accepted/In Press date: 10 June 2015
Published date: 30 September 2015

Identifiers

Local EPrints ID: 438037
URI: http://eprints.soton.ac.uk/id/eprint/438037
ISSN: 2288-5404
PURE UUID: 8eeaeca8-e49c-4331-a860-444492eb3593
ORCID for Youngseok Choi: ORCID iD orcid.org/0000-0001-9842-5231

Catalogue record

Date deposited: 26 Feb 2020 17:31
Last modified: 02 Sep 2020 01:53

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Contributors

Author: Jung Oh Moon
Author: Habin Lee
Author: Jong Woo Kim
Author: Emel Aktas
Author: Aggeliki Tsohou
Author: Youngseok Choi ORCID iD

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