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The adoption of mobile health (m-Health) applications (apps) has been widely studied, but its continuance has not. This study endeavors to address this gap by examining the factors that motivate th...

The present research aims to investigate the determinants of e-wallet continuance usage intention in Malaysia using extending Technology Continuance Theory (TCT) via examining four variables, namely price benefit, trust, habit, and operational constraints. This paper adopts a quantitative approach to collect data with non-probability sampling using the purposive sampling technique. An online survey was conducted and a total of 379 respondents submitted their answers. The obtained results have shown that continue use of e-wallet is not affected by perceived usefulness (PU) and trust. However, there is a significant influence associated with perceived ease of use (PEU), PU, and satisfaction toward user's attitude that, in turn, substantially impacts the users' intention to continue to use e-wallet. This is one of the prior studies exploring Malaysian's intention to continue using e-wallet, using the TCT model as the research framework, and through examining four variables adopted from the literature, including price benefit, habit, trust, and operational constraints. The practical implications for the service providers and policymakers from the present findings can be used to develop strategies to gain a sustainable, competitive advantage, and promote continuous intention of e-wallet usage.

A significant growth in demand for online shopping in light of the Coronavirus Disease (COVID) crisis has received attention from transportation practitioners, policy-makers, and researchers. However, an important question arises in this increase in online shopping and resulting deliveries: How long will this last? Very little is known whether this popularity would last a long time. To address this question, the authors conducted a survey of 915 individuals residing in the U.S. and classified them into the four distinctive consumer types (i.e., the prior adopter, temporary adopter and permanent new adopter, and non-adopter) depending on their usage of delivery services before, during, and after (expected) the COVID crisis. This research aims to gain behavioral insight by exploring the differences between the four consumer types and investigating factors affecting the initial adoption and continuance intention of using delivery services. The descriptive analysis revealed that there are clear differences not only between the four types of consumers but also between the four product types (i.e., grocery, food, home goods, and other packages) considered in the survey. The models found that factors affecting the initial adoption and continuance intention are different from the previous studies conducted before the COVID pandemic. Implications for planning and policymaking are also discussed.

This research aims to elucidate the service quality factors influencing customer satisfaction with ride-sharing services. Particularly, this research compares Chinese and US consumers to identify the influence of national culture on user attitudes. Empirical research was conducted via two online surveys in China and the US. Data were collected and analyzed using partial least squares (PLS) analysis. The results show that while the satisfaction of the Chinese ride-sharing consumers was affected primarily by reliability, followed by platform assurance and empathy, the satisfaction of American consumers was influenced mainly by the conditions of ride-sharing vehicles (tangibles). The PLS-MGA results indicate that satisfaction with ride-sharing services had a significantly stronger impact on American than on Chinese continuance intention. Managerial implications are provided.

The study seeks to establish the role of relationship marketing orientation of banks and customer attributions of the transgression in customers’ continuance intentions and loyalty towards the bank...

PurposeExisting studies examine the effect of mobile service quality (M-S-QUAL) on shoppers' intent to continue mobile shopping using various theoretical lenses to understand its underlying factors. However, there is limited research focusing on combining theories to integrate the understanding of the factors that contribute to continuance intention of customers towards mobile shopping. This study integrated M-S-QUAL, the technology adoption model (TAM) and technology continuance theory (TCT) to test our proposed conceptual model of mobile shopping useDesign/methodology/approachEmpirical data from a survey of 193 respondents who frequently make purchases using mobile and its applications were analysed using partial least squares based on structural equation modelling (PLS-SEM).FindingsThis study found that M-S-QUAL and perceived usefulness (PU) positively influence shopping satisfaction and CI. PU and innovativeness, positively affect shopping satisfaction and CI. The study also found support for the mediating effect of satisfaction between M-S-QUAL and PU with CI.Research limitations/implicationsThis study contributes to TCT by incorporating pre-purchase and post-purchase dimensions for mobile shopping through applications. Pre-purchase variables include technology-related and innovativeness-related features. In contrast, post-purchase variables include the service quality of forward and reverse logistics.Practical implicationsThe service providers should focus on technology and innovativeness to increase the continuing intent of shoppers through mobile applications.Originality/valueThis study validates fulfilment, responsiveness and contact as key determinants of service quality in mobile shopping. It also identifies the practical implications to the managers for improving service quality, innovativeness and the PU of mobile shopping to retain customers.

PurposeDespite the perceived role of customer value in post-adoption behaviour in the context of ride-hailing apps such as Uber, there has been limited research on the subject. This paper seeks to enrich the understanding of the relationships between customer perceived value, particularly hedonic value and economic value, customer satisfaction and continued use intentions of ride-hailing apps.Design/methodology/approachThis analysis is based on field data collected from 567 users of ride-hailing apps in Ghana. Data collected from the survey were analysed using the partial least square (PLS) approach to structural equation modelling (SEM).FindingsThe paper provides evidence that hedonic value, as well as economic value, positively predicts customer satisfaction and continued use intentions of ride-hailing apps. Further analysis reveals customer satisfaction directly predicts continued use intentions in addition to partially mediating the influence of customer perceived value on continued use intentions of ride-hailing apps. Finally, the findings suggest that hedonic value has a stronger impact on continued use intentions than economic value, while economic value has a greater impact on satisfaction than hedonic value.Originality/valueThe study contributes to post-adoption behaviour research by providing evidence on the relationships among the study constructs in a developing country context. Overall, the findings will stimulate future empirical debates on the subject and guide practitioners in decision-making concerning customers' usage of ride-hailing apps.

Extant studies in collaborative consumption have theorized service quality as the distinctive perception of customers. Improved service quality can enable customers to positively influence their perception of the service and lead to continued usage in the future. In this context, our study acknowledges that service quality in collaborative consumption deserves further research. We propose that service quality in collaborative consumption can manifest across different touchpoints. We employ the SERVQUAL framework and Expectation Confirmation Theory as theoretical lenses to explore the service quality-loyalty relationship of app-based ride-sharing services. We apply mixed methods in the form of (i) semi-structured interviews, (ii) text mining and topic-modelling of app reviews, and (iii) Partial-least Squares modelling of responses collected from ride-sharing passengers. The main findings from our study are as follows. First, service quality is manifested across three touchpoints: platform, vendor, and co-sharer. Second, customer satisfaction of collaborative consumption is positively influenced by platform reliability, platform responsiveness, vendor competence, vendor empathy, and co-sharer’s empathy. Third, platform assurance has the least impact on customer satisfaction. Fourth, customer satisfaction positively influences the continuance of collaborative consumption in ride-sharing services. Findings from our study contribute to the theory, practice, and future research on collaborative consumption.

PurposeThe aim of this study was to find out the factors that influenced customers' continuance usage intention of food delivery apps (FDAs) during COVID-19 quarantine.Design/methodology/approachThe information was obtained by applying an online survey to a sample of 295 residents in Tijuana, Mexico, who were repeat customers of the FDAs during COVID-19 quarantine. Exploratory factor analysis (EFA), the average variance explained (AVE) and composite reliability (CR) were conducted to ensure the validity of each construct. Multiple regression analysis was done to identify predictors of customers' continuance usage intention.FindingsBased on the Unified Theory of Acceptance and Use of Technology 2 (UTAUT-2), four constructs were included: effort expectancy, performance expectancy, food and beverage quality and price saving orientation. Multiple linear regressions were carried out to assess the relationship between the four dimensions and customers' continuance usage intention of FDAs. The results obtained show that effort expectancy, performance expectancy and price saving orientation influenced the customers' continuous usage behavior.Originality/valueThis study contributes to the body of knowledge on consumer behavior on the continuance usage intention of FDAs during the COVID-19 pandemic, which has been scarcely studied. Also, the food and beverage quality construct was proposed, and the price value construct from the UTAUT-2 theory was adapted to price saving orientation.

Purpose The purpose of this study is to ascertain how corporate social responsibility (CSR) managers are justifying the adoption of automation technologies in India, which is simultaneously creating job loss. Design/methodology/approach Indian firms to become and maintain superior levels of competitiveness in the marketplace had initiated the adoption, as well as usage of automation technologies such as robotics, additive manufacturing, machine learning and others. Such firm initiatives led to job loss in communities where the firm had a presence with its plants and offices. CSR managers primarily engaged with communities to undertake firm CSR initiatives. Job creation and its continuance have been a sacred component in this narrative. The adoption of automation technologies had altered this point of conversation. CSR managers had to justify both organizational actions from a firm perspective and reconcile the same to the community leaders. In this research, an exploratory study was conducted with a semi-structured open-ended questionnaire with 28 CSR experts. Data was collected through personal interviews and the data was content analysed based upon thematic content analysis. Findings The results indicated that CSR managers rationalized the adoption of automation technologies from a push-pull-mooring (PPM) perspective from a firm centric point of view. While for justification from a community (social) centric perspective, dominantly system thinking with fair market ideology than normative justification, utilitarian rather than deontological thinking (DT) and organizational economic egoism (OEE) rather than reputational egoism was applied. Research limitations/implications The study applies the theories of the PPM perspective from a firm centric point of view. While for community-based theoretical justification – system thinking with fair market ideology than normative justification, utilitarian rather than DT and OEE rather than reputational egoism was used. Practical implications This study finding would help CSR managers to undertake community activities while their firms are adopting and implementing automation technologies that are creating job loss in the very community their firms are serving. Mangers would get insights regarding the steps they should undertake to create harmony. Originality/value This is one of the first studies that delve regarding how CSR managers are justifying the adoption of automation technologies in India, which is simultaneously creating job loss. Theoretically, this study is novel because the study question is answered based upon the adoption of automation technologies from a PPM perspective from a firm centric point of view. While, for justification from a community (social) centric perspective, dominantly system thinking with fair market ideology than normative justification, utilitarian rather than DT and OEE rather than reputational egoism was applied.

The emergence of social distancing and stay at home regulations during the COVID-19 pandemic directly affects people’s lifestyle, including baby boomers and X generation. Many of them have started using digital payments for online or offline transactions to minimize contact with others. This study aims to analyze the continuance intention of the baby boomers and X generation toward the use of digital payments using UTAUT2 (Unified Theory of Acceptance Technology). Data were collected from 320 users with an age range of 40–74 who had just started using digital payments during this pandemic. Structural equation modeling has been used to analyze the data. The result indicates that UTAUT indicators positively affect user satisfaction. User satisfaction positively affects inertia. Overall satisfaction and inertia positively affect continuance intention. Therefore, digital payment companies and banks with digital services can expand their target market beyond Millennials and pay more attention to the older generation like baby boomers and X generation. Managers can find the results of this study useful and beneficial to develop their marketing strategy and take advantage of this situation to increase digital payment users to a broader age range.

Continuance usage of mobile government services in Tanzania has received less attention in literature. Furthermore, mobility and reachability–the critical features of mobile services have also been...

An emerging form of social media service – livestreaming – has been increasingly adopted by sports organizations to foster fan engagement. The National Football League (NFL) is no exception to this...

Users’ continuance intention to use plays a key role in realising disruptive technology innovation. Drawing from expectation – confirmation theory, this study integrates perceived value, trust, and...

This study examined the effect of sustained use of cloud-based point of sales on SMEs’ performance during COVID-19 pandemic. In this study, both quantitative and qualitative approaches were employed. The sample consists of the food and beverage industries from Small and Medium Enterprises (SMEs) located in Malang City, Indonesia. The quantitative data which succeeded to collect 91 responses was taken from the questionnaire distribution of the sample SMEs and it was analyzed by using SPSS 21 with the multiple linear regression method, which indicated there is a relationship between sustained-use of cloud-based point of sale on SMEs non-financial performance during COVID-19 pandemic. 9 SMEs representatives, the owner, or the manager, were also interviewed to gain further insights and to confirm the quantitative findings. Technology Continuance Theory (TCT) was used to explain the link between the sustained use of cloud-based point of sale on SMEs’ performance during the COVID-19 pandemic. However, the results from both approaches found that there is a positive relationship between sustained use of cloud-based point of sale on SMEs non-financial performance during COVID-19 pandemic and the relationship between sustained use of cloud-based point of sale on SMEs financial performance is negative.

PurposeThe number of people using running apps has increased. Accordingly, a growing number of sports brands are launching running apps in hopes of improving their connection with consumers and thereby enhancing consumers' brand preference and purchase intention. This study adopted an integrated perspective to explore the effects of perceived usefulness, perceived ease of use and self-expression on consumers' continued use of running apps.Design/methodology/approachConvenience sampling was conducted among consumers in Taiwan (n = 251). Structural equation modeling using AMOS 21 was performed to analyze the data.FindingsThe study results revealed that (1) users' perceived usefulness, perceived ease of use and self-expression significantly positively affected continuance intention, and (2) continuance intention was significantly positively correlated with word-of-mouth (WOM) and brand intimacy. Furthermore, the study confirmed the moderating effect of consumers' relationship norms on the correlation between continuance intention and WOM and brand intimacy.Originality/valueAmid the increasing emphasis on self-expression, almost all running apps endeavor to enable users to share their achievements, such as accumulated mileage and routes. However, research has rarely focused on whether these features influence consumers' continued use of running apps and whether these influences in turn affect consumers’ attitudes toward a brand. Therefore, this study explored the effect of self-expression on the continued use of running apps.

Purpose Artificially intelligent (AI) assistant-enabled smart speaker not only can provide assistance by navigating the massive amount of product and brand information on the internet but also can facilitate two-way conversations with individuals, thus resembling a human interaction. Although smart speakers have substantial implications for practitioners, the knowledge of the underlying psychological factors that drive continuance usage remains limited. Drawing on social response theory and the technology acceptance model, this study aims to elucidate the adoption process of smart speakers. Design/methodology/approach A field survey of 391 smart speaker users were obtained. Partial least squares structural equation modeling was used to analyze the data. Findings Media richness (social cues) and parasocial interactions (social role) are key determinants affecting the establishment of trust, perceived usefulness and perceived ease of use, which, in turn, affect attitude, continuance usage intentions and online purchase intentions through AI assistants. Originality/value AI assistant-enabled smart speakers are revolutionizing how people interact with smart products. Studies of smart speakers have mainly focused on functional or technical perspectives. This study is the first to propose a comprehensive model from both functional and social perspectives of continuance usage intention of the smart speaker and online purchase intentions through AI assistants.

This study aims to identify the factors affecting students’ satisfaction with online learning, examine the relationship between satisfaction and continuance usage intention, and explore the direct ...

The advent of Information and Communication Technology (ICT) has enabled the rise of ride-sharing services allowing individuals to access and request rides at a reasonably lower fee and their convenience thereby disrupting the delivery of traditional taxi services. Despite the promise of this sector, Information Systems (IS) research indicates a dearth of research examining the post-adoption behaviour of individuals in this sector. Furthermore, the concentration of studies in the developed world where the ride-sharing economy is more advanced has created an aperture of studies in the developing world. Relying on data from 133 respondents of ride-sharing services in Ghana and the Uses and Gratification (U&G) theory, we develop and analyze a model using Partial Least Squares-Structural Equation Modeling (PLS-SEM) to understand the effects of gratification, trust, and platform quality on the continuance use of ride-sharing services. Our findings revealed that enjoyment, integrative benefits, trust, and platform quality significantly influence satisfaction. Furthermore, satisfaction was found to positively influence the continuance use intention of ride-sharing services. The moderating effects of education and user experience showed support for some relationships. Our findings, provide valuable insights into the post-adoption behaviour of users in the ride-sharing economy and offer some implications and future research directions.

PurposeIn this era of digital technology, the banking sector has revolutionized its operations by using web-based Internet banking services. However, the success of these financial services is dependent on Internet banking user continuance intention instead of initial adoption. The current study develops a theoretical framework based on three well-known theories, namely the expectation–confirmation theory, self-determination theory (SDT) and the commitment trust theory, to investigate Internet banking user continuance intention towards use of Internet banking services.Design/methodology/approachFollowing positivist paradigm, a research survey was conducted towards Internet banking users of commercial banks. In response, 355 valid observations were retrieved and used for data analysis. For data analysis, this study has used a latest statistical approach, namely structural equation modelling (SEM).FindingsThis study has confirmed that factors underpinning the commitment trust theory, SDT and expectation–confirmation model have significant impact on Internet banking user continuance intention. The research model explained 68.4% of variance in determining Internet banking user continuance intention, which is substantial. The effect size analysis (f2) indicates that perceived usefulness is the most important factor among all other exogenous variables. The predictive relevance of the research model was found substantial Q2 50.3%. These findings confirmed that the research model has substantial power to predict Internet banking user continuance intention.Practical implicationsFrom a managerial perspective, findings of this research give deeper insight into financial advisors, bank managers and policy- makers to understand human motivation and expectation–confirmation factors in order to retain customers and gain return on Information Technology (IT) investment. Additionally, results suggest that attention should be given on user trust, which in turn boosts user intention towards continuance use of Internet banking services. Extension of the self-determination framework contributes to theory and augments e-commerce literature, especially in a post-adoption setting.Originality/valueThere are several studies that investigate Internet banking user pre-adoption behaviour. Therefore, less is discussed about the Internet banking user’s post-adoption behaviour. Findings of this study help financial advisors to comprehensively understand which factor influences Internet banking user behaviour towards continue use of Internet banking services.

E-marketplace platforms focus on attracting and retaining sellers to secure the platform’s long-term viability and success. Although sellers’ behavioral intentions have been linked to control modes deployed on e-marketplace platforms, little is known about how and why perceptions of input control and clan control affect sellers’ crucial behavioral outcomes. Drawing on IS control literature, we conducted two online surveys with sellers on Amazon (n = 286) and Etsy (n = 185). Our results revealed that perceived input control had a negative effect on sellers’ perceived usefulness, satisfaction, and continuance intentions, whereas positive effects were observed with perceived clan control. In addition, we find that intrinsic motivation mediates the observed direct effects. Our study contributes to the literature by introducing control modes in the context of e-marketplace platforms and examining the effects of input control and clan control on sellers’ beliefs, attitudes, and behavioral intentions. Furthermore, our study has important practical implications for platform providers in how to apply different control mechanisms and increase complementors’ willingness to keep contributing to e-marketplace platforms, thereby nurturing platform health and sustainability.

The purpose of this study was to identify the factors influencing consumers’ behavioral and continuance intention to use mobile food delivery applications (MFDAs) during COVID-19 pandemic Based on the theory of Planned Behavior, we examined the impact of social isolation, food safety, delivery hygiene, subjective norms, dining attitudes, and behavioral control on behavioral and continuous intention to use MFDAs Data were collected from 432 users and analyzed using Structured Equation Modeling The results showed that delivery hygiene, subjective norms, attitudes, and behavioral control were related to both behavioral and continuance intention to use MFDAs, whereas perceived food safety was related to behavioral intention and social isolation was related to continuance intention Moreover, behavioral intention mediated the impact of perceived food safety, delivery hygiene, attitudes, and behavioral control on continuance intention This study incorporated situational factors into theory of Planned Behavior, which might guide the practitioners to use MFDAs during COVID-19 [ABSTRACT FROM AUTHOR] Copyright of Journal of Food Products Marketing is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission However, users may print, download, or email articles for individual use This abstract may be abridged No warranty is given about the accuracy of the copy Users should refer to the original published version of the material for the full abstract (Copyright applies to all Abstracts )

The development of online transactions is driving the development of technology in payment systems. One of the most popular electronic money services in Indonesia is OVO. Behind OVO's rapid market share growth, system maintenance problems often arise that often occur without notice and are of long duration. This phenomenon is a doubt of consumers to continue to use OVO in the long term going forward because it does not match expectations and consequently consumers will look for alternative payments. This experience makes consumers unable to feel the price saving program offered and consequently consumers become dissatisfied. This study used a sample of 200 respondents, with a purposive sampling method, and with a questionnaire of 24 indicators. The result found that there is the influence of performance expectancy, social influence on continuance intention. Meanwhile there is no relation to variable effort expectancy, price saving orientation and facilitating conditions to continuance intention.

The COVID-19 pandemic has affected the lives of people and services, pushing them toward new technologies that are in step with the development of a “New Normal” way of life. Contactless technologies have been realized as a mechanism to reduce the risks of infection, accelerating the move to touchless behaviors. The purpose of this study is to develop an Integrated Expectation-Confirmation and Health Belief Model (ECHBM) to explain an adoption and continuance intention to use contactless technologies during the COVID-19 pandemic in Thailand. Based on an empirical research survey of 142 samples, the proposed conceptual model was empirically validated using structural equation modelling (SEM). The study found that perceived usefulness, perceived susceptibility, perceived seriousness, and satisfaction significantly influenced continuance usage intention of contactless payment technologies, whereas perceived usefulness and confirmation were found to be significant determinants of consumer satisfaction. The effect of perceived susceptibility was found to be relatively higher than that of satisfaction, and confirmation was found to have an indirect effect on continuance usage intention through perceived usefulness and satisfaction. The integrated ECHBM model has strong explanatory power (56.8%) to predict customers’ continuance usage intention toward use of contactless payment technologies during the COVID-19 pandemic. The study proposes a novel challenge to explain an adoption and continuance intention to use contactless payment technologies as a protective health behavior to mitigate risks of being infected by COVID-19. Doi: 10.28991/esj-2021-01260 Full Text: PDF

PurposeCompanies understand the potential to use gamification marketing to facilitate a better connection. However, most endeavours in gamification fail. This study aims to identify the design factors that drive the marketing effectiveness of branded applications (apps) with gamification features.Design/methodology/approachThis study investigates branded apps covering various industries such as hospitality, retail and financial services. A total of 296 respondents were recruited from an online questionnaire platform.FindingsThe results show that playability, design aesthetics, goal clarity, incentive provision and symbolic benefits were drivers of consumer–brand engagement, which in turn generated purchase intention, app continuance intention and brand loyalty.Originality/valueBased on the elemental tetrad model, this study specified relevant factors identified in the literature to represent the technology, aesthetic, mechanical and story elements. The authors contribute to the literature by identifying design factors as drivers of consumer–brand engagement in the branded app context.

Despite gaining consumer momentum and interest of Virtual Reality (VR) in the consumer marketplace, the literature has lagged in exploring the continuance usage behaviour and factors associated with the post-adoption. To build on this, the current research seeks to identify factors that support the continuance usage of current VR users. To examine this, we employ a mixed-method approach. In Study 1, we initially gathered a total of 3,205 actual purchasers (Amazon verified purchase) from the top 10 VR brands listed in Amazon.com, Through a nethnographic content analysis, the key determinants of post-adoption of VR devices emerged (i.e. perceived functional benefit, perceived discomfort, perceived focused immersion, temporal dissociation, perceived health risk, and task quality). In Study 2, hypotheses were tested using structural equation modelling from 119 current VR users. The results demonstrate temporal dissociation and task quality were found to be the most significant antecedents affecting continuance usage. Theoretical and managerial implications are debated, as well as suggestions for future research.

This manuscript purports to assess the determinants of service quality and their implications for continuance intention of usage of mobile banking. Our research model investigates the moderating influence of trust between service quality and user’s satisfaction, and mediating impact of satisfaction on service quality—Continuance Intention relationship. The study used a sample size of 258 respondents from North India. All hypotheses were tested using SPSS and PROCESS Macro (Hayes). A positive connection was found between all study constructs. Furthermore, results revealed that trust did not moderate the impact of service quality on satisfaction; satisfaction partially mediated the service quality—Continuance Intention relationship. Findings of the study suggest that banks must emphasise on user-friendly interface for the m-banking application as well as the relevant service processes related to perceived ease of use. It is advisable that the user interface looks orderly and is easy to navigate. Also, results derived from the study suggest that banks must consider mobile security as a very important issue in order to protect the customers from fraud, and thus encourage use of m-banking application. The results cannot be generalised since data was collected only from northern part of India.

New technologies have been driving the global financial market, including fintech companies, which provide disruptive financial services in which information technology is the key factor. The objective of this study is to identify which factors most influence intentions to continue using these companies’ products. To achieve this, research by Ryu (2018) was replicated. Our adopted model evaluates the weight of seven factors composing two latent variables - perceived risk and perceived benefit - in the continuity of use of these services. The data collection was performed through an electronic survey, distributed through social networks during May and June of 2019. The main results confirmed seven of the eleven initial hypotheses, highlighting that the perceived benefits, especially the economic ones, were relevant to early adopters and seamless transactions were relevant for late adopters. Surprisingly, perceived risk was not a determinant of continuance intention. One of the contributions of this study is that it indicates some possible demographic and behavioral characteristics of Brazilian fintech consumers, opening up space for a better understanding of the market and service improvements. RESUMO Novas tecnologias têm impulsionado o mercado financeiro mundial, como empresas chamadas de fintech, que oferecem serviços financeiros disruptivos em que a tecnologia da informação é fator chave. O objetivo deste trabalho é identificar quais fatores mais influenciam a intenção de continuidade de uso dos produtos oferecidos por essas empresas. Para isso, foi replicada a pesquisa de Ryu (2018). O modelo adotado avalia o peso de sete fatores que compõem duas variáveis latentes - risco e benefício percebidos - na continuidade de uso desses serviços. A coleta de dados foi realizada por meio de questionário eletrônico distribuído por redes sociais entre maio e junho de 2019. Os resultados principais ratificaram sete das onze hipóteses iniciais, enfatizando que a percepção dos benefícios, especialmente os econômicos, foram relevantes para adotantes iniciais e a fluidez na transação, para adotantes tardios. Surpreendentemente, a percepção de risco não foi determinante para intenção de continuidade de uso. Uma das contribuições deste estudo é apontar possíveis características demográficas e comportamentais do cliente brasileiro de fintechs, abrindo espaço para compreensão do mercado e melhoria nos serviços.

PurposeConsumers in India are increasingly using mobile payment systems (MPSs) to make online and offline payments. Digital payment applications are gradually being used as surrogates for cash, checks and plastic money. The motive behind this research is to analyze the different antecedents that impact the users' willingness to continue using the MPS in India.Design/methodology/approachAn extensive study of the literature review supports the creation of a framework that describes the continuance intention of using MPS. Data from a survey of 612 respondents from India were collected to assess the research model. The study used partial least squares (PLS)–structural equation modeling (SEM) technique to empirically validate the framework developed.FindingsThe outcomes of the research suggest that service quality, attitude, effort expectancy and perceived risk act as influencing antecedents of continuance intention to use MPS. Determinants like perceived trust, convenience and social value have no influence on users' continuance intention. SEM analysis has verified the proposed model, which explains 50.7% of the variance of the users' continuance intention of using MPSs.Research limitations/implicationsThe research is built upon cross-sectional data carried out in India. Hence, the outcomes of the study are limited to this region only.Practical implicationsEngaging with the consumers for a long time and enabling their continuance usage are extremely important for firms offering mobile payment services. The managerial implications provide insights into the different ways to capture new business opportunities to the firms rendering mobile payment services in the wake of changing consumer behavior.Originality/valueThis research tries to analyze users' continuance intention to use MPS in India. Although many research studies have investigated the willingness of the individuals to adopt novel technology in different frameworks, there are hardly any empirical studies carried out to analyze the antecedents of users' continuance intention to use MPSs.

Sharing economy (SE) platforms have become increasingly popular. However, some platform enterprises have engaged in problematic behavior, such as collecting and using personal information in serious violation of the relevant laws and regulations, making improving existing institutional mechanisms an urgent matter. This study develops a conceptual model based on institution-based trust to examine the effect of SE institutional mechanisms on consumer trust in sharing platforms and continuance intention toward the SE in China. In addition, this study investigates the moderating role of gender in the path relationship between the second-order construct “perceived effectiveness of sharing economy institutional mechanisms” (PESEIM) and consumer trust. SPSS23.0 and SmartPLS3.0 were used to empirically test the data collected from DiDi users in China. The results of the analysis indicate that PESEIM has significant positive impacts on consumer trust, which in turn enhances consumers’ continuance intention to use the DiDi platform, and that consumer trust can also mitigate perceived risk while promoting continuance intention. Importance-Performance Map Analysis (IPMA) results show that government regulation and privacy assurance are critical factors for sustaining continuance intention toward ride-sharing platforms. Furthermore, the results of multigroup analysis show that PESEIM has a stronger impact on male users than female consumers in building consumer trust.

PURPOSE: Firms do not continue and prosper purely on their own individual endeavors, as each firm is influenced by the activities of others, and thus direct and indirect relationships shape the firm’s strategic management. These relationships form the tactics by which knowledge and other strategically important resources are accessed and created. Forming and maintaining ties among members of a network have been the subject of numerous research studies in the social, economic, and business literature. Our work is framed by the resource-based view of the firm perspective along with social capital theory and its shared constructs in network theory. Prior findings suggest that networking ties are strategic actions generated for firm growth and continuance. The ties may be short-term or develop into long-term relationships. The intent of this research is to fill some of the gaps in interorganizational networking strategy by analyzing five antecedents that have been suggested in the literature as individually associated with entrepreneurs’ engagement in network ties. In this way, our work provides another research avenue for examining networking’s contribution to strategic management. We hypothesized positive connections to entrepreneurs’ engagement in network ties from antecedents involving the firm’s knowledge absorptive capacity, business goals, entrepreneurial orientation, social interactions, and support from their environment. METHODOLOGY: In our quantitative approach, we tested our proposed macrolevel direct and moderating connections through an online survey of 125 U.S. apparel manufacturing firms. The apparel manufacturing sector in the U.S., as in many countries, has struggled with multiple disrupting factors contributing to the sector’s decline in firm continuance. FINDINGS: The results from OLS regression analyses support our hypothesized connections in that each of the five antecedents significantly contributed to entrepreneurs’ engagement in network ties; however, when all five were collectively examined only absorptive capacity, social interaction, and business goals were significant (R2 = 0.58). Further examination of moderation effects found the entrepreneurs’ perceptions of a supportive environment to modify both entrepreneurial orientation and business goals. RESEARCH AND PRACTICAL IMPLICATIONS: The effects of a supportive environment on business goals’ relationship with network ties were greater when perceptions of a supportive environment decreased, while the effects of a supportive environment on entrepreneurship orientation’s relationship with network ties were greater when perceptions of a supportive environment increased suggesting further study of U.S. entrepreneurs’ perceptions of their environments. Entrepreneurs’ interested in building domestic and international supply chain ties may find network ties provide one solution for adapting the firm’s resources for global competitiveness. Future studies may direct attention to other industry sectors or countries for replication with larger sample sizes as we recognize the limitations to generalizability and scale refinement due to our limited sample size. ORIGINALITY AND VALUE: The examination of five constructs to shed light on how an organization’s decisions may relate to engaging in networks and provides theoretical as well as practical implications that contribute to the larger organizational system framework.

Among the various online services provided by the government, e-tax system is one of the commonly used e-government platforms, which offers significant benefits to government and citizens by reducing costs, eliminate human errors, and reduce the turnaround time for processing income tax returns. Despite these plausible benefits, some reservations have been articulated regarding the continuance usage intention of e-tax system. Thus, we investigate the most critical factors of e-tax continuance usage in this paper. We developed an integrated theoretical model based on the technology continuance theory (TCT) extended with social influence and perceived risk. The proposed conceptual model was empirically validated with data collected from a sample of 345 e-tax service users in Bangladesh. Partial least squares structural equation modeling (PLS-SEM) was employed to analyze the collected data. The study findings suggest that user satisfaction, perceived usefulness, and attitude have a direct impact on continuance usage intention where confirmation, ease of use and social influence have indirect influence on continuance usage intention of e-tax system. This paper discusses some contributions to theory and practice based on our findings

Purpose This study aims to understand the role of access convenience of common service centres (CSCs) in determining the e-government continuance intention from the perspective of citizens who are dependent on these centres for using e-government services, in developing countries such as India. The study uses the DeLone and McLean’s information systems (IS) success model as a theoretical basis and analyses the effect of access convenience of CSCs (AC), on the three quality dimensions (namely, information quality [IQ], system quality [SyQ] and service quality [SQ]), and the e-government continuance intention. The effects of the three quality dimensions on continuance intention are also analysed. Design/methodology/approach The primary data were collected from the field surveys conducted at various CSCs in Uttar Pradesh state of India using convenience sampling technique. The study sample included 358 respondents who use e-government services through CSCs. Structural equation modelling was used to test the hypothesized relationships in the proposed model. Findings The findings of the study suggest that CSCs’ access convenience has a significant positive impact on the e-government continuance intention. The findings also confirm the significant positive impact on all the three quality dimensions of e-government i.e. IQ, SyQ and SQ. Though the findings do not provide support for the impact of IQ and SyQ on the e-government continuance intention but the impact of SQ on the e-government continuance intention is found to be significantly positive. Research limitations/implications The explanatory power of the model indicates the scope of including more variables in determining the continued usage of e-government. Future studies may extend the present study by including concepts such as trust, satisfaction and security/privacy concerns of citizens. The present study has failed to support the impact of IQ and SyQ on the intention to continue using e-government services. Future studies may test the model in different contexts with different respondents to further examine these relationships. Future studies may also see the association between the continuance intention and actual use of e-government services. Practical implications The government should provide accessible CSCs to the citizens which are conveniently available to them. To diffuse the e-government services successfully among all citizens, the government needs to see that sufficient numbers of CSCs are available in the areas where people lack the required infrastructure for using the e-government services. The government also needs to ensure that the CSCs are fully functional and equipped with facilities for providing the best quality services. Originality/value The study combines the quality constructs from the IS success model with AC, for predicting the e-government continuance intention. The joint use of these constructs has provided a model with high explanatory power, which is able to explain 76.6% variation in the continued usage of e-government services. The study also contributes to the existing literature by presenting AC as a strong determinant of the e-government quality dimensions.

Purpose Mobile computing is an emerging trend. Building on motivational theories, brand attachment and mobile application literature, this paper tests a conceptual model with the aim to provide insights into antecedents and outcomes of consumer brand attachment in a mobile app context. Design/methodology/approach A model is developed in which antecedents and outcomes of brand attachment in a branded mobile app context are examined. Data collected from 228 mobile app users were analyzed using PLS-SEM. Findings The results confirm that hedonic motivation is positively associated with brand attachment. Nevertheless, the effects of utilitarian motivation and social motivation on brand attachment are not supported. As anticipated, brand attachment is positively associated with three outcomes, including continuance intention, purchase intention and word-of-mouth communication. Originality/value The paper extends the Mobile Application Stickiness paradigm by including brand characteristics, which had not previously been explored. Also, in terms of attachment in a mobile context, only affection has been explored; this study includes connection and passion to investigate how those components enhance desired outcomes.

Background and purpose: Health care organizations should apply new methods to motivate their employees be more effective and successful. This can be achieved by commitment to the organization and trusting their managers. Therefore, health care organizations must take care of the commitment and trust aspects in order to have a full knowledge of employees and to increase organizational performance and effectiveness. The present study aims to link sub-dimensions of organizational trust and sub-dimensions of organizational commitment of administrative personnel of health care organizations. Methodology: The survey was conducted among 156 administrative personnel in health organizations in Turkey. Sub-dimensions of organizational trust and sub-dimensions of organisational commitment were linked and correlated. Nyhan and Marlowe’s OTI survey was used for the assessment of organizational trust and Meyer’s and Allen’s OCQ for the assessment of organizational commitment. Correlation, Path analysis and Structural Equation Modelling (SEM) were used to analyse the data with the help of SPSS and SmartPLS programs. Results: Results suggest that trust in organization has a positive impact on effective organizational commitment and continuance organizational commitment, however, has not impact on normative organizational commitment. Additionally, trust in supervisors has a positive impact on affective organizational commitment, continuance organizational commitment and normative organizational commitment. Conclusion: Awareness of organizational trust and commitment can be beneficial to leaders and managers, as they can handle, develop and empower their workers better with this information. Moreover, the key point is that all leaders and managers should focus on creating an atmosphere that will make workers very more committed and trusting, hence, to enable them perform beyond their formal duty requirements.

Purpose This study aims to investigate the gratifications driving the attitude and continuance use of mobile payment services in developing country context, such as Ghana. Also, the moderating effect of income and education on gratifications and attitude of users is explored. Design/methodology/approach Data was collected from conveniently sampled 361 users of mobile payment services in Ghana. A questionnaire, which mainly contains five-point Likert scale questions, was used to collect the data. The study adopted the Uses and Gratification (U&G) theory, where income and education were used as moderating factors. The data was analysed with SmartPLS for Structural Equation Modelling. Findings Among the other factors from the U&G theory, integrative, ease of use and usefulness gratifications were found to significantly influence attitude towards the use of mobile payment services in Ghana. In addition to this finding, user attitude significantly influences the continuance use intention of mobile payment services. Furthermore, the study revealed various effects of the moderating factors. These findings suggest that promoting mobile payment technology inclusiveness by creating a favourable environment would enhance the use of mobile payment services in Ghana. Research limitations/implications Given that this study was conducted in Ghana, a developing country, it is difficult to generalize the results to encompass the developed economies. In future, similar research should compare the developed and developing economies by considering culture as a moderating effect. Practical implications This study intends to provide information on the gratifications that drive the attitude and continuance use of mobile payment services in Ghana. The findings seek to augment mobile money service providers’ capabilities by providing them with an understanding of user gratification experience on mobile payment services. Additionally, the study will serve as a guide to policymakers in the government, telecommunication companies and mobile banking providers, to improve customer intimacy and gratification through their user behaviour. Originality/value Previous studies on user gratification have primarily focussed on the functional benefits derived from mobile payments and how they influence the service’s adoption. This study has contributed to literature by considering both the functional and non-functional benefits of mobile payment in developing country context. To the best of the authors’ knowledge, this study is the first to consider income and education as moderating variables to study the gratification levels of mobile payment users in Ghana and among few in Africa.

The increase in the number of social media users and smartphone usage has a positive relationship with the diversity of applications. People use mobile applications that provide location-based service either directly or indirectly to share location with their smartphones. With the increase in the use of applications that determine location information by determining location information on mobile devices, mobile applications have become an important research area for user behavior. These applications are also utilized by users for communication and socialization purposes. The literature has usually focused on popular social media applications and studies on location-based applications (LBAs) have been insufficient. In this study, we investigate the impact of location-based services, such as Swarm and Foursquare. This study uses the technology acceptance model (TAM) and the expectation confirmation model (ECM) to understand why users continue using mobile applications. This article examines the role of hedonic comprised of application aesthetics and perceived enjoyment and utilitarian benefits (comprised of application quality and application utility) for consumer behavior in the development of application markets on satisfaction and application continuance intention. Besides, we show the benefits of the strongest effect on application users. By using the mediation satisfaction effect between hedonic and utilitarian benefits; we test the application continuance intention with regression analyses and the Sobel test. We surveyed young subjects as our sapling frame who regularly use mobile applications. We collected data from 400 users by convenience sampling method to test our hypotheses. Given our findings, we show that utilitarian and hedonic benefits are positively related to the application continuance intention. Besides, we show that satisfaction significantly mediates the relationship between hedonic/utilitarian benefits and application continuance intention. Since the main purpose of the application developers is using the application per se in the long term, they need to focus chiefly on user satisfaction. We also show that determining the relevant factors that affect application continuance intention positively is important for the businesses in a competitive environment.

The purpose of this study was to investigate influences of environmental and personal factors on volunteers’ behavioral intention. More specifically, the authors examined the relationships among work climate, intrinsic motivation, attitude, emotional exhaustion, and continuance intention through the lens of environmental psychology model. Survey forms tapping the interested outcomes were collected from 924 volunteers of a national sporting event in China. Results of structural equational modeling supported all hypothesized relationships, except the negative relationship between emotional exhaustion and continuance intention. This study expanded the understanding and application of the environmental psychology model in the context of volunteerism in sport.

Purpose Shifting to mobile-based banking transactions from physical banking transactions can be considered as a social distancing mechanism, which helps to prevent the spread of Covid-19 virus. As the spread of Covid-19 is expected to continue for long, the continued usage of mobile-based payment services as a strategy to maintain social distancing has to prevail. Hence, this study aims to propose an integrated framework of mobile payments adoption and its continuance intention by integrating health belief model (HBM) and expectation confirmation model (ECM) of information system continuance. Design/methodology/approach The subject of the study constitutes new adopters of mobile payments. A total of 654 respondents participated in the survey. The conceptual model was empirically validated using structural equation modeling and serial mediation analysis. Findings The study found that the HBM constructs, namely, perceived severity, perceived susceptibility and self-efficacy significantly influenced adoption/confirmation of mobile-based payment services. The continuance intention was significantly predicted by perceived usefulness and perceived satisfaction. Furthermore, the perceived health threat (comprising perceived severity and perceived susceptibility) indirectly affects continuance intention through confirmation, perceived usefulness and satisfaction. Practical implications There are short-term and long-term implications for the study. Short-term implications include triggering the HBM at policy levels, to adopt mobile payments/banking as a means of social distancing in the wake of the increasing threat of Covid-19 in India. Long-term implication for service providers is to convert adopters into loyal consumers by enhancing usefulness and satisfaction. Originality/value The study proposes a novel attempt to explain the adoption and continuance of mobile-based payment as a preventive health behavior to contain the spread of Covid-19 outbreak. The study proposes an integrated framework of HBM and ECM to explain pre-adoption and post-adoption behavior of consumers with respect to mobile-based payment services during Covid-19 context.

Purpose While numerous studies have investigated the returns firms receive for their investments in sponsorship, no study to date has examined the potential for organizational performance to contribute to the continuance of business to business (B2B) relationships. Thus, this study aims to illuminate B2B sponsorship relationships in isolating whether firm decision-makers are like fair-weathered fans, in that they are more likely to stick with successful organizations. Design/methodology/approach An advanced quantitative modeling approach, survival analysis, is applied to a data set of more than 350 sponsorships to isolate the impact of performance on B2B decision-making. Findings Even after controlling for several potentially confounding variables, results indicate that every point per game earned by English football clubs decreases the probability of the sponsoring firm exiting the agreement by 54.4%. Originality/value These findings provide empirical evidence of the impact of the sponsored organization’s performance to influence B2B firm decision-making, a novel finding yet to be confirmed in the sponsorship-linked marketing literature.

PurposeThe purpose of this study is to integrate network externality and service quality as antecedents to the synthesis of expectation–confirmation model (ECM) and perceived ease of use (PEOU) in explaining customers’ continuance intention of internet-based sharing economy service platforms.Design/methodology/approachSample data for this study were collected from students enrolled in a comprehensive university in Taipei, Taiwan. A total of 600 questionnaires were distributed in various campus locations, and 510 usable questionnaires were analyzed in this study, with a usable response rate of 85.0%. Collected data were analyzed using structural equation modeling.FindingsThe primary findings are as follows. First, service enablers’ online service quality positively affected customers’ perceived usefulness (PU), confirmation and PEOU of internet-based sharing economy service platforms, which directly or indirectly explained customers’ satisfaction and continuance intention of the platforms. Next, service providers’ offline service quality positively influenced customers’ PU of internet-based sharing economy service platforms, which in turn caused customers’ satisfaction and continuance intention of the platforms. Finally, network externality from customers’ side and service providers’ side all positively affected customers’ PU of internet-based sharing economy service platforms, which in turn led to customers’ continuance intention of the platforms.Originality/valueFirst, this study contributes to the identification of network externality and service quality that may reveal deep insights to the understanding of customers’ continuance intention of internet-based sharing economy service platforms greatly driven by their confirmation of expectations and satisfaction with the platforms. Next, the empirical evidence on capturing ECM and PEOU for completely explaining the antecedents of customers’ continuance intention of internet-based sharing economy service platforms is well documented. Hence, this study’s findings have significantly shed light on the possible formulation of a richer post-adoption model.