Consumer Continuance Intention Research Articles

Going cashless in Japan: Using exchange benefit and cost approach to study continuance intention of mobile wallet

Japan has been a leading country introducing mobile wallet technologies. The Japanese government and related industries have tried to widely diffuse the mobile wallet among Japanese consumers. This paper addresses the issue of “Cashless Japan” by asking what factors will enable Japanese consumers to use the mobile wallet to a greater extent in society. We used the Dual Factor Model framework to explore the causal relationships between exchange benefits (including perceived value and perceived enjoyment) and exchange costs (including security concerns and privacy) with related factors (consumer attitudes and perceived risks) on the continuance intention to use mobile wallet apps. Based on our empirical study in Japan, we found that perceived value and enjoyment affect a consumer's continuance intention through consumer attitudes. Perceived enjoyment has a direct effect on consumer's continuance intention. Privacy and security concerns affect consumer's continuance intention through perceived risk, while privacy concerns also affects consumer attitudes. We found that perceived risk mediates the path from security concerns to continuance intention while consumer attitudes mediates the path from perceived enjoyment to continuance intention.

Consumer adoption behaviour in ride-sharing economy: an integrated TAM-ECM framework

PurposeThe sharing economy is changing the way people use products and services, and the success of sharing-based apps like bicycle and automobile sharing has drawn a lot of interest across the world. The purpose of this research is to investigate the factors affecting the consumer's adoption of ride-sharing services.Design/methodology/approachWith this aim, the current study integrates the Technology Acceptance Model (TAM) and Expectancy Confirmation Model (ECM) with a further extension of consumer trust and social norms. Using a survey-based research design, data were collected from 558 respondents using multi-stage convenience sampling on 5 point Likert scale. Confirmatory factor analysis is conducted followed by structural equation modelling using IBM AMOS-22.FindingsThe findings of the study report crucial determinants for the consumer's continuance intention and actual use of these services. Perceived usefulness, consumer satisfaction, trust and subjective norms were found positively associated with the continuous intention to use ride-sharing services, whereas perceived ease of use was found to be insignificant. This study also highlights antecedents for the consumer's trust towards these services and found reputation, propensity to trust as a significant contributor whereas structural assurance was found insignificant to establish the trust among the users.Originality/valueThe research on consumer adoption towards ride-sharing services are meagre and this study adds the value to the field by integrating TAM and ECM model with further extension of consumer trust and social norms and empirically test the proposed model.

Usage Analysis of Mobile Payment System to Consumer Continuance Intention in Jabodetabek

This research aims to study the continuous intention of mobile payment usage using the Technology Acceptance Model (TAM) theory with the extended model using perceived trust and subjective norms. A survey conducted through 25 questions questionnaire using a 5-point Likert scale with a total of 158 respondents was obtained by multiplying indicators by 6, with SEM-PLS method using SmartPLS 4.0. The analysis shows that perceived satisfaction significantly affects continuance intention to use mobile. The effect of subjective norms on continuance intention to use mobile payment is significant, and perceived ease of use and perceived usefulness have shown a positive relationship to perceived satisfaction. The perceived trust does not significantly affect the continuance intention to use mobile payment. In the previous study, continuance usage of mobile payment is conducted in South Africa, which is a gap in people's finances. The main limitation of this research is the limited data and a very diverse profile of respondents, which may have needed to be more fairly represented in this study. These results suggest that the mobile payment service provider effectively improves customer satisfaction. Gaining more trust in many aspects to make customers use mobile payment continuously. Perceived satisfaction has a positive relationship to keep the continuance intention to use mobile payment systems.

A hedonic value-based consumer continuance intention model toward location-based advertising

PurposeHedonic value is commonly conceded as a determinant of behavioral intentions toward location-based advertising (LBA). However, the careful consideration of a mechanism behind hedonic motivation and its subsequent impact on continuance intention is inadequate. This study aims to explore the formation of hedonic value and its motivation for prolonged usage toward LBA.Design/methodology/approachA sample of 486 mobile users was recruited to evaluate the research model using structural equation modeling (SEM).FindingsResults reveal that perceived utility and promotional offers are the strongest indicators of hedonic value. Moreover, social support and contextual convenience play an essential role in heightening hedonic value. Furthermore, the research lenses attempt to clarify the direct, indirect influences of hedonic value, irritation and perceived credibility on continuance intention.Practical implicationsThe findings offer practitioners an understanding of how to improve hedonic value and continuance intention and develop effective LBA strategies in emerging markets.Originality/valueThis study narrows the gap of current literature by formulating a hedonic value-based continuance intention model based on uses and gratifications theory (UGT). Additionally, this work illuminates the insights into hedonic value toward LBA by identifying its motivations, including perceived utility, promotional offers, social support and contextual convenience.

Determining factors of continuance intention in mobile payment: fintech industry perspective

PurposeTo investigate consumer continuance intention in mobile payment in the financial technology (fintech) industry.Design/methodology/approachThis empirical study used an online survey with 673 responses from consumers, with structural equation modelling for data analysis.FindingsThe results revealed that trust, perceived usefulness, perceived ease of use, perceived risk and perceived security significantly affect consumer attitude. A positive impact on consumer attitude towards consumer engagement was also exposed.Research limitations/implicationsTrust, perceived usefulness, perceived ease of use, perceived risk and perceived security significantly affect consumer attitude. Hence, consumer attitude and consumer engagement have a positive influence on continuance intention.Practical implicationsThe study offers guidelines for decision makers to expand long-term engagement with consumers and enable continuance use of mobile payment services.Social implicationsThe findings will ultimately guide fintech firms in the implementation of a more secure macro financial system.Originality/valueThis study highlights the importance of consumer attitudes and engagement in mobile payment and extends the TAM model for more extensive technological advancements.

How to achieve consumer continuance intention toward branded apps—from the consumer–brand engagement perspective

Branded mobile applications (apps) serve as useful marketing tools to assist existing and potential customers and greatly motivate consumers to engage with brands. This paper aims to investigate how branded apps achieve consumer continuance intention from the perspective of consumer–brand engagement (CBE). Data are collected from 509 users of Chinese branded mobile applications and analyzed using a structural equation model. Results showed three dimensions of CBE that have unique interrelationships that promote continuance intention. Perceived informational usefulness serve as a utilitarian motivation, while perceived entertainment and social presence as hedonic motivations, all contributing to CBE in different ways.

The Effects of Mobile Advertising Alerts and Perceived Value on Continuance Intention for Branded Mobile Apps

This paper examines consumers’ behaviours towards mobile advertising alerts offered by branded mobile apps in the fashion industry. While consumer-driven factors have attracted much attention, little research has examined the impact of data-driven mobile advertising alerts on consumer continuance intention for branded mobile apps. This paper analyses the combined influence of consumer beliefs, data-driven mobile advertising alerts, and perceived value on mobile advertising acceptance, intention to repurchase, and recommendation behaviour towards branded mobile apps on social media. In total, 340 valid responses from Spanish customers of an online fashion outlet, all social media users, who make their purchases from the company exclusively through its branded mobile application, were analysed to test the hypotheses, using structural equation modelling. The results showed that mobile advertising acceptance, intention to repurchase, and recommendation behaviour are driven by the perceived value of the branded mobile app. Perceived value is determined by the usefulness of the branded mobile app, attitudes towards mobile advertising alerts, and irritation. Mobile advertising content (informativeness and credibility) improves attitudes towards mobile advertising alerts. Ease of use increases perceived usefulness, while perceived control decreases irritation. Managerial implications are provided.

Crafting experiential value via smartphone apps channel

PurposeThe purpose of this paper is to investigate the impact of post-usage usefulness (PUU), experiential value, and apps channel satisfaction on consumer continuance intention in using the smartphone apps retail channel for shopping activities. The study proposes that experiential value mediates both the relationship between PUU and apps channel satisfaction and the relationship between PUU and apps channel continuance intention.Design/methodology/approachA total of 467 valid questionnaires were received from Malaysian experienced smartphone apps shoppers (minimum of six months experience) from pure play apps retailers to empirically test the model. For the assessment of the measurement model and structural relationships, partial least square path modelling approach was performed.FindingsThe hypotheses testing imply that all direct hypotheses between latent constructs are supported. Experiential value partially mediates the relationship between PUU and apps channel satisfaction and the hypothesis on its mediation role on the relationship between PUU and apps channel continuance intention is rejected.Originality/valueDespite the rapid development of information technology, a few research uncovered how businesses can create value through smartphone apps channel. Rather than focussing exclusively on online retailing, physical stores and e-commerce in general as a retail distribution strategy, this study empirically uncovered that value creation process could be achieved through smartphone apps channel.

The mediating effects of habit on continuance intention

How do the behavioral-cognitive-emotional constructs of attitude, satisfaction, and habit drive consumer continuance intention of incumbent mobile technologies? From a survey of 528 consumers, we ran two structural equation models: model #1 is a base model of direct effects of attitudes and satisfaction on continuance intention; model #2 adds habit as a mediator variable. We show that consumer attitudes are stronger predictors of continuance intention, without mediation effects from habit. Consumer satisfaction only weakly predicts continuance intention and is mediated by habit. While satisfaction is correlated with consumer attitude, and satisfaction is correlated with habit, consumer attitudes seem unrelated to any habits. Attitude seems to be the strongest determinant of continuance intention; second, in the absence of compelling rational data, or given beliefs that competitors are largely undifferentiated, consumers might continue using the same product. Such complex interactions between variables may not be adequately captured in a straightforward variance model, however this study extends research in habit and continuance intention and provides for future research exploring the importance of habit over satisfaction and predominance of consumer attitudes in predicting continuance intention.

The empirical study of customer satisfaction and continued behavioural intention towards self-service banking: technology readiness as an antecedent

Self-Service Banking (SSB) is one instance of the Self-Service Technologies (SSTs) in e-banking. This study examines consumer satisfaction and the long-term usage intention of SSB. In the proposed model, four dimensions of Technology Readiness (TR) (including optimism, innovativeness, discomfort and insecurity) influence a consumer's continuance intention through the mediation of satisfaction. The research model was evaluated using web-based survey data collected from 388 users about their perceptions of SSB. Overall, the results revealed that the effects of optimism and innovativeness are very important, but that discomfort and insecurity do not influence an individual's satisfaction and behavioural intention towards the continued use of SSB. The implications of this study are also discussed.