A shared-transportation mobile app continuance model: The moderating effects of brand awareness

Abstract

In light of the increasing development of technological innovation and information and communication technologies, features of mobile apps functions are also increasingly developed to meet people's needs and wants. Amongst the variety, shared transportation apps (STA) have emerged to optimize people's daily transportation needs. This study modified the expectation-confirmation theory and the post-acceptance model of information system continuance to examine the effects of customers' perceived STA performance (service performance, content provision, and system performance) and benefits (function, money worthiness, pleasure, and social interaction) on customer satisfaction with the usage of STA, which is expected to have a positive effect on customer retention on STA in a new theoretical framework, called the performance-benefit of the STA continuance model (PBCM). Moreover, brand awareness was expected to be an essential moderator on the effect of perceived performance and perceived benefits on customer satisfaction. 397 respondents were recruited online through a convenient sampling technique in the Vietnam market. Results show that service performance, money worthiness, pleasure, and social interaction are four important determinants of customer satisfaction with STA. Moreover, brand awareness significantly moderates the effects of service performance, system performance, money worthiness, and social interaction on customer satisfaction. Findings also contribute rational strategies for e-commerce managers in general and STA managers in particular.