Abstract:

Expectation-confirmation model in the context of IT(ECM-IT) studies the relationship among the perceived usefulness, the results of consumption experience and customer satisfaction and repeated use However, post-purchase behavior includes complaint and continual use, and customer emotion also influences the post-purchase behavior Therefore, this paper, based on ECM-IT, studies behavioral intention of consumers’ consumption experience in the two aspects of customer cognition and customer emotion, uses structural equation model (SEM) to make an empirical analysis, and proposes several suggestions The research results show that the mobile business customers are sensitive to the charges, and male customers are more likely to complain than female customers At the same time, the cognitive and emotional factors are affected by experience results, and influence post-purchase behavior

Key words: expectation-confirmation model in the context of IT, positive emotion, negative emotion, mobile business