Investigating the continuous usage intention of app-based ride-sourcing services: An Extended Expectation–Confirmation Model

Abstract

Abstract Despite the existence of several studies that focus on ride-sourcing services, most of them have concentrated on exploring users' pre-usage behaviour. This is one of the earliest studies that focused on exploring users’ post-usage behaviour. This paper aims to identify the significant factors that may affect existing consumers’ intentions to continue using of app-based ride-sourcing services in Egypt. Three robust models, namely the Expectation-Confirmation Model (ECM), the Technology Acceptance Model (TAM), and the Technology Readiness Model (TRM) were integrated and used as the theoretical framework for this study to accomplish this goal. An online questionnaire was used to collect the empirical data needed to test the hypotheses. The partial least squares structural equation modelling (PLS-SEM) technique has been used to evaluate the postulated relationships using data from 381 respondents. The results demonstrated the essential role that optimism, innovativeness, discomfort, and insecurity play in shaping users’ perceptions of ride-sourcing apps’ usefulness. The findings also showed that perceived ease of use was determined only by innovativeness and discomfort. Additionally, the findings confirmed that the continuance usage intention of ride-sourcing apps is significantly associated with users’ satisfaction level, perceived usefulness, and perceived ease of use. The results of this study will aid service providers in comprehending the variables influencing users' decisions to continue using ride-sourcing apps. Therefore, service providers can discover how to retain and satisfy their current users.