The Role of Uncertainty in Cloud Computing Continuance: Antecendents, Mitigators, and Consequences
While initial acceptance of Information Systems (IS) is an important step, the elimination of an up-front commitment implies that the success of cloud-based services depends on customers' continued use rather than the initial adoption. Even in long term business relationships, it is difficult for users to judge the true qualities, intentions and actions of cloud providers. Drawing on principal-agency theory, the authors therefore establish users' uncertainty perceptions as a key driver of cloud computing continuance. They identify privacy, security and availability concerns as the major sources of these uncertainties. In a survey among 143 users of cloud storage services, they find empirical evidence that trust is the primary mitigator of privacy and security concerns while low switching costs reduce availability concerns.