The continuance usage of compliance support system: does surveillance concern matter?

A compliance support system (CSS) aims to support employees' voluntary compliance activities, however, it requires a different approach from the continuous usage of other general information systems. This study first set up a research model based on information system (IS) continuance model to investigate the mechanism of continuance intention to use CSS. Then, this study aims to propose that the surveillance concern will undermine the process of forming beliefs and attitudes toward using CSS, consequently hindering continuance intention to use the system.

A questionnaire survey was conducted for the employees of a major Korean energy company that has run their own CSS for about three years. A total of 720 valid responses were analyzed by using partial least squares-based structural model technique. The respondents are classified into two groups: a high level and a low level of surveillance concern group.

The findings showed that continuance intention of using CSS is basically consistent with the IS continuance model. However, the relationship between satisfaction and continuance intention was found to be insignificant in a high surveillance concern group. In addition, multigroup analysis showed that surveillance concern negatively moderates certain relationships among variables, especially weakening the beliefs and attitudes toward using CSS.

This study has academic significance of broadening the domain of factors affecting continuance intention of using CSS by deeply delving into factors discouraging continuous use of a system. Furthermore, the findings of this study may serve as a practical guideline of alleviating surveillance concern, thereby encouraging employees to use CSS more actively and voluntarily.