Modeling continuance intention towards Mobile Travel Service System (MTSS): a theoretical perspective of motivation and dependency

This work sets up a research model that elaborates upon the development of continuance intention towards Mobile Travel Service System (MTSS) based on the motivational theory and the dependency theory. In the model, continuance intention is indirectly affected by personal innovativeness and e-interaction quality through the full mediation of e-engagement and perceived enjoyment. At the same time, the relationships between e-engagement and continuance intention and between perceived enjoyment and continuance intention are hypothetically moderated by e-interaction quality. The hypotheses of this work were empirically tested using data from working professionals in a technology industry regarding their use of MTSS for travel information sharing as well as booking for accommodation, airline, cars, etc. This study conducted a two-wave survey to empirically test its theoretical rationales. The findings of this work complement the previous literature by verifying the full mediating mechanism of e-engagement and perceived enjoyment and the moderating mechanism of e-interaction quality. Lastly, managerial implications for e-marketers based on this study’s findings are provided.

[1]  Henry Been-Lirn Duh,et al.  Enjoyment or Engagement? Role of Social Interaction in Playing Massively Mulitplayer Online Role-Playing Games (MMORPGS) , 2006, ICEC.

[2]  Long Zhang,et al.  Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model , 2012, Decis. Support Syst..

[3]  Sally Rao Hill,et al.  Factors influencing the adoption of personalisation mobile services: empirical evidence from young Australians , 2010, Int. J. Mob. Commun..

[4]  L. Men,et al.  Motivations and Antecedents of Consumer Engagement With Brand Pages on Social Networking Sites , 2013 .

[5]  W. Fongsuwan,et al.  Structural Equation Model of Customer Perception of Service and Product Quality Factors that Affects Thai Information Technology Customer Loyalty , 2014 .

[6]  Yi-Shun Wang,et al.  Investigating the individual difference antecedents of perceived enjoyment in students' use of blogging , 2012, Br. J. Educ. Technol..

[7]  Suhaiza Hanim Binti Dato Mohamad Zailani,et al.  Effect of green innovation on job satisfaction of electronic and electrical manufacturers’ employees through job intensity: personal innovativeness as moderator , 2017 .

[8]  Malik Fahim Bashir,et al.  An empirical investigation of banking sector development and economic growth in a panel of selected SAARC countries , 2016 .

[9]  J. Füller.  Refining Virtual Co-Creation from a Consumer Perspective , 2010 .

[10]  Mei-Liang Chen,et al.  Modelling perceived corporate citizenship and psychological contracts: A mediating mechanism of perceived job efficacy , 2014 .

[11]  R. Helm,et al.  The impact of customer-specific and market-related variables on the preference for highly innovative products , 2015 .

[12]  Christian Fernando Libaque Saenz,et al.  An expectation-confirmation model of continuance intention to use mobile instant messaging , 2016, Telematics Informatics.

[13]  W. Fongsuwan,et al.  Thai Information Technology Customer Loyalty Perceptions: A Structural Equation Model , 2015 .

[14]  Zhibin Lin,et al.  Factors driving young users' engagement with Facebook: Evidence from Brazil , 2016, Comput. Hum. Behav..

[15]  Muhammad Ehsan Malik,et al.  Impact of Brand Image, Service Quality and price on customer satisfaction in Pakistan Telecommunication sector , 2012 .

[16]  S. A. Roney,et al.  A Content Analysis of the Web Sites of Turkish Travel Agencies , 2006 .

[17]  Nick Bontis,et al.  End-user adoption of animated interface agentsin everyday work applications , 2007, Behav. Inf. Technol..

[18]  Chieh-Peng Lin,et al.  Better to be flexible than to have flunked:The mediating role of service flexibility and its determinants for team performance , 2015 .

[19]  Anol Bhattacherjee,et al.  Elucidating Individual Intention to Use Interactive Information Technologies: The Role of Network Externalities , 2008, Int. J. Electron. Commer..

[20]  Linyan Sun,et al.  The effects of customer and supplier involvement on competitive advantage: An empirical study in China , 2010 .

[21]  Bobby J. Calder,et al.  Media Engagement and Advertising Effectiveness , 2015 .

[22]  Hangjung Zo,et al.  Continuance usage of corporate SNS pages: A communicative ecology perspective , 2016, Inf. Manag..

[23]  L. Abdulwahab,et al.  Cybercafés Use Continuance: An Empirical Test of a Research Model , 2014 .

[24]  Zhongju Zhang,et al.  Feeling the Sense of Community in Social Networking Usage , 2010, IEEE Transactions on Engineering Management.

[25]  Massimo Magni,et al.  Individual adoption of convergent mobile phone in Italy , 2009 .

[26]  Vangelis Souitaris,et al.  Tailoring online retail strategies to increase customer satisfaction and loyalty , 2007 .

[27]  Anol Bhattacherjee,et al.  Understanding online social support and its antecedents: A socio-cognitive model , 2009 .

[28]  H. Wilson,et al.  Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives , 2010 .

[29]  June Lu,et al.  Are personal innovativeness and social influence critical to continue with mobile commerce? , 2014, Internet Res..

[30]  Maninder Singh Setia,et al.  Methodology Series Module 5: Sampling Strategies , 2016, Indian journal of dermatology.

[31]  Long Zhang,et al.  A multidimensional and hierarchical model of mobile service quality , 2009, Electron. Commer. Res. Appl..

[32]  Gert-Jan de Vreede,et al.  Anchored Discussion: Development of a Tool for Creativity in Online Collaboration , 2016, J. Univers. Comput. Sci..

[33]  David Sánchez,et al.  A co-utility approach to the mesh economy: the crowd-based business model , 2017 .

[34]  Pin Luarn,et al.  Influence of Facebook brand-page posts on online engagement , 2015, Online Inf. Rev..

[35]  Namho Chung,et al.  Examining the Factors Affecting Perceived Enjoyment and Usage Intention of Ubiquitous Tour Information Services: A Service Quality Perspective , 2013 .

[36]  Anol Bhattacherjee,et al.  Extending technology usage models to interactive hedonic technologies: a theoretical model and empirical test , 2010, Inf. Syst. J..

[37]  C. Fornell,et al.  Evaluating structural equation models with unobservable variables and measurement error. , 1981 .

[38]  W. Kim,et al.  Understanding Knowledge Sharing in Online Travel Communities , 2014 .

[39]  Scott B. MacKenzie,et al.  Common method biases in behavioral research: a critical review of the literature and recommended remedies. , 2003, The Journal of applied psychology.

[40]  A. Yilmaz.  TÜRK KÜLTÜRÜNDE LOKUM , 2016 .

[41]  H. V. Ramakrishna,et al.  Perception of the role of information technology function in organizations: toward the development of a measure , 1999, CPRS.

[42]  R. Brodie,et al.  Consumer engagement in a virtual brand community: An exploratory analysis , 2013 .

[43]  Hans van der Heijden,et al.  User Acceptance of Hedonic Information Systems , 2004, MIS Q..

[44]  Caterina Primi,et al.  Psychometric Evaluation of the Generalized Problematic Internet Use Scale 2 in an Italian Sample , 2013, Cyberpsychology Behav. Soc. Netw..

[45]  M. Petty,et al.  An experimental evaluation of an organizational incentive plan in the electric utility industry , 1992 .

[46]  Alexander Leischnig,et al.  Partitioned pricing: review of the literature and directions for further research , 2017 .

[47]  Wei Wang,et al.  ScholarWorks @ Georgia State University , 2022 .

[48]  Tao Zhou,et al.  An empirical examination of continuance intention of mobile payment services , 2013, Decis. Support Syst..

[49]  Ulrike Gretzel,et al.  Smart tourism: foundations and developments , 2015, Electronic Markets.

[50]  Chieh-Peng Lin,et al.  Learning to foresee the effects of social identity complexity and need for social approval on technology brand loyalty , 2016 .

[51]  S. Hunt,et al.  Organizational Commitment: One of Many Commitments or Key Mediating Construct? , 1994 .

[52]  Ann Macintosh,et al.  E-participation and Governance: Widening the net , 2005 .

[53]  L. Ryals.  Profitable relationships with key customers: how suppliers manage pricing and customer risk , 2006 .

[54]  Merrill Warkentin,et al.  Understanding Technology Adoption Trade-Offs: A Conjoint Analysis Approach , 2013, J. Comput. Inf. Syst..

[55]  Chung-Tzer Liu,et al.  The impact of service quality and switching cost on customer loyalty in information asymmetric services , 2008, Int. J. Internet Enterp. Manag..

[56]  Dan Jong Kim,et al.  Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust , 2007, Decis. Support Syst..

[57]  Hermann. Simon.  The Impact of Academic Research on Business Practice Experiences from Marketing , 2008 .

[58]  Wen-Lung Shiau,et al.  Continuance intention of blog users: the impact of perceived enjoyment, habit, user involvement and blogging time , 2013, Behav. Inf. Technol..

[59]  Chieh-Peng Lin,et al.  Modeling IT relationship quality and its determinants: A potential perspective of network externalities in e-service , 2011 .

[60]  Huei Huang Kuan,et al.  Comparing the effects of website quality on customer initial purchase and continued purchase at e-commerce websites , 2008, Behav. Inf. Technol..

[61]  Hsi-Peng Lu,et al.  Why people use social networking sites: An empirical study integrating network externalities and motivation theory , 2011, Comput. Hum. Behav..

[62]  Mei-Liang Chen,et al.  Assessing the Effects of Cultural Intelligence on Team Knowledge Sharing From a Socio‐Cognitive Perspective , 2013 .

[63]  Maged Ali,et al.  Perceived derived attributes of online customer reviews , 2016, Comput. Hum. Behav..

[64]  Ed Chung,et al.  Online Surveys May be Hazardous to your Corporate Health: A Framework for Assessing and Improving Market Research Survey Quality , 2008 .

[65]  Lingling Gao,et al.  An empirical study on continuance intention of mobile social networking services: Integrating the IS success model, network externalities and flow theory , 2014 .

[66]  Richard Vidgen,et al.  Customer satisfaction: the need for multiple perspectives of information system quality , 1970 .

[67]  Nathan W. Twyman,et al.  Proposing the Interactivity-Stimulus-Attention Model (ISAM) to Explain and Predict Enjoyment, Immersion, and Adoption of Purely Hedonic Systems , 2007 .

[68]  Kamel Rouibah,et al.  Effect of Personal Innovativeness, Attachment Motivation and Social Norms on the Acceptance of Camera Mobile Phones: An Empirical Study in an Arab Country , 2011, Int. J. Handheld Comput. Res..

[69]  B. Ratchford,et al.  Can price dispersion in online markets be explained by differences in e-tailer service quality? , 2002 .

[71]  Sik Sumaedi,et al.  The Effect of Students' Perceived Service Quality and Perceived Price on Student Satisfaction , 2011 .

[72]  Anol Bhattacherjee.  Social Science Research: Principles, Methods, and Practices , 2012 .

[73]  Adrian Tien,et al.  The Semantics of Human Interaction in Chinese E-Communication , 2010 .

[74]  R. MacCallum,et al.  Power analysis and determination of sample size for covariance structure modeling. , 1996 .

[75]  B. Wirtz,et al.  Success factors of management consulting , 2016 .

[76]  Ritu Agarwal,et al.  A Conceptual and Operational Definition of Personal Innovativeness in the Domain of Information Technology , 1998, Inf. Syst. Res..

[77]  Namkee Park,et al.  Factors influencing smartphone use and dependency in South Korea , 2013, Comput. Hum. Behav..

[78]  Craig M. MacDonald,et al.  AMARA: An affective agent to enhance users' enjoyment and engagement with online art collections , 2012, ASIST.

[79]  D. A. Kenny,et al.  Data analysis in social psychology. , 1998 .

[80]  Samar Mouakket,et al.  Factors influencing continuance intention to use social network sites: The Facebook case , 2015, Comput. Hum. Behav..

[81]  Shaorui Li,et al.  Understanding Continuance Intention of Mobile Payment Services: An Empirical Study , 2017, J. Comput. Inf. Syst..

[82]  Chieh-Peng Lin,et al.  Gender differs: assessing a model of online purchase intentions in e‐tail service , 2005 .

[83]  Stefan Ultes,et al.  Interaction Quality: Assessing the quality of ongoing spoken dialog interaction by experts - And how it relates to user satisfaction , 2015, Speech Commun..

[84]  Yi-Shun Wang,et al.  Understanding Individual Adoption of Mobile Booking Service: An Empirical Investigation , 2008, Cyberpsychology Behav. Soc. Netw..

[85]  Myeong-Cheol Park,et al.  Why Do People Like to Play Social Network Games with Their Friends? A Focus on Sociability and Playability , 2013, PACIS.

[86]  Magid Igbaria,et al.  Information systems continuance intention of web-based applications customers: The case of online banking , 2008, Inf. Manag..

[87]  Daeyoung Kim,et al.  Enabling Multi-Tenancy via Middleware-Level Virtualization with Organization Management in the Cloud of Things , 2015, IEEE Transactions on Services Computing.

[88]  Kwabena G. Boakye,et al.  Factors influencing mobile data service (MDS) continuance intention: An empirical study , 2015, Comput. Hum. Behav..

[89]  Xing Zhou,et al.  Service quality, satisfaction, stickiness, and usage intentions: An exploratory evaluation in the context of WeChat services , 2017, Comput. Hum. Behav..

[90]  David M. Dozier,et al.  Harnessing peer potency: Predicting positive outcomes from social capital affinity and online engagement with participatory websites , 2015, New Media Soc..

[91]  Erping Zhu,et al.  Interaction and cognitive engagement: An analysis of four asynchronous online discussions , 2006 .

[92]  Lien-Ti Bei,et al.  An Integrated Model for the Effects of Perceived Product, Perceived Service Quality, and Perceived Price Fairness on Consumer Satisfaction and Loyalty , 2001 .

[93]  Mira Lee,et al.  Social Network Games Uncovered: Motivations and Their Attitudinal and Behavioral Outcomes , 2012, Cyberpsychology Behav. Soc. Netw..

[94]  Ali Ali,et al.  Determinants of Continuance Intention to Use Mobile Money Transfer: An Integrated Model , 2017 .

[95]  Xi Zhang,et al.  The role of perceived e-health literacy in users’ continuance intention to use mobile healthcare applications: an exploratory empirical study in China , 2018, PACIS.

[96]  K. E. Barron,et al.  Testing Moderator and Mediator Effects in Counseling Psychology Research. , 2004 .

[97]  N. Dlodlo.  The Relationships among Service Quality, Trust, User Satisfaction and Post-adoption Intentions in M-payment Services , 2014 .

[98]  Shallone K. Chitungo,et al.  Extending the Technology Acceptance Model to Mobile Banking Adoption in Rural Zimbabwe , 2013 .