The Impact of System and Information Quality on User Satisfaction and Continuance Intention: An Analysis of Online Motorcycle Taxi (Ojek-Online) Applications
(1) Department of Information System, Universitas Stikubank Semarang, Indonesia
(2) Department of Information System, Universitas Stikubank Semarang, Indonesia
(3) Departement of Informatics Engineering, Universitas Stikubank Semarang, Indonesia
(4) Department of Information System, Universitas Stikubank Semarang, Indonesia
Abstract
Purpose: The study’s goal was to analyze the adoption of online motorcycle taxi (in Indonesia it is called an ojek online) technology with the purpose to keep using the application.
Methods: The study used the System Success Model to develop this research model. It was conducted based on the premise that information quality and system quality positively influence the ease and usefulness of the system application. The ease and usefulness of the system application have implications for user satisfaction and the intention to continue using the system. The study employed Structural Equation Modeling (SEM) using PLS (SEM) 4.0 to test and evaluate the measurement model and structural model. A sample of 235 respondents who are users of the online motorcycle taxi system in Semarang City was used in the study.
Result: Out of 10 hypotheses tested, 9 hypotheses were accepted and 1 hypothesis was rejected. The usefulness of the system had a negative and insignificant influence on the intention to continue using the system. The intention to continue using the online motorcycle taxi application was strongly determined by the ease of the application system and user satisfaction. The discoveredings also showed that the quality of the system had the strongest influence on the ease of the system.
Novelty: This study was unique in combining the Technology Acceptance Model and Mclean & Delone approach to test the quality of the online motorcycle taxi application towards user satisfaction and intention to continue using the application.
Keywords
Full Text:
PDFReferences
F. D. Davis, "Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology," MIS Quarterly, vol. 13, no. 3, pp. 319-340, 1989. DOI: 10.5962/bhl.title.33621.
W. H. Delone and E. R. Mclean, "Measuring E-Commerce Success: Applying the DeLone & McLean Information Systems Success Model," International Journal of Electronic Commerce, vol. 9, no. 1, pp. 37-47, 2004. DOI 10.1080/10864415.2004.11044317.
J. Wu, M. Liu, and Y. Zhao, "The effect of information quality on users' trust and satisfaction with mobile health applications: An empirical study," International Journal of Medical Informatics, vol. 133, p. 104019, 2020. DOI: 10.1016/j.ijmedinf.2019.104019.
F. Karimov, H. Van der Heijden, and M. Barzegar, "The impact of information quality on user satisfaction and loyalty in mobile banking," Journal of Retailing and Consumer Services, vol. 50, pp. 81-91, 2019. DOI: 10.1016/j.jretconser.2019.03.015.
X. Li and D. Wang, "The impact of information quality on user trust in mobile payment systems," Journal of Electronic Commerce Research, vol. 20, no. 3, pp. 209-224, 2019. DOI: 10.1016/j.jretconser.2019.03.015.
Y. Huang, J. Wang, and Y. Huang, "The effects of perceived information quality on trust and satisfaction in mobile payment apps," Journal of Retailing and Consumer Services, vol. 53, p. 101943, 2020. DOI: 10.1016/j.jretconser.2019.03.015.
X. Li, Y. Fang, and Y. Du, "What drives users to continue to use mobile payment services? An expectation-confirmation model with perceived risk," Technological Forecasting and Social Change, vol. 161, p. 120308, 2020. DOI: 10.1016/j.techfore.2020.120308.
A. Sharma, N. P. Rana, and Y. K. Dwivedi, "Understanding the antecedents of mobile banking adoption: A unified perspective," Information Systems Frontiers, vol. 20, no. 6, pp. 1313-1334, 2018. DOI: 10.1007/s10796-017-9811-0.
J. Wang, Y. Li, and W. Liang, "Factors influencing the adoption of mobile commerce: An empirical investigation in China," Information & Management, vol. 56, no. 6, p. 103141, 2019. DOI: 10.1016/j.im.2019.103141.
S. K. Sharma, P. Bhagwat, and S. Dixit, "Mobile Application Quality and its Impact on Perceived Usefulness, Satisfaction and Loyalty: A Structural Equation Modeling Approach," Journal of Theoretical and Applied Information Technology, vol. 97, no. 6, pp. 1706-1720, 2019.
X. Zheng, X. Ding, and J. Ge, "Research on the Influence of System Quality and Information Quality on Mobile Application Loyalty," Journal of Service Science and Management, vol. 12, no. 1, pp. 15-24, 2019.
M. Xu and D. Liu, "Factors Affecting Consumers' Satisfaction, Attitude and Loyalty towards Smartphone E-wallet," Journal of Retailing and Consumer Services, vol. 44, pp. 217-227, 2018.
N. Kanwal, U. Javaid, and M. A. Naeem, "Factors Affecting the Intention to Use Mobile Payment Services: Evidence from Pakistan," Journal of Reviews on Global Economics, vol. 9, pp. 248-262, 2020.
H. Purohit, A. Dhir, and Y. K. Dwivedi, "Factors Influencing the Adoption of Mobile Payment Services in India: Extending UTAUT2 with Perceived Risk and Trust," International Journal of Information Management, vol. 50, pp. 263-273, 2020.
N. T. M. Nguyen, Q. T. Luong, and T. T. H. Nguyen, "User Satisfaction with Mobile Banking Services: An Empirical Study in Vietnam," Journal of Open Innovation: Technology, Market, and Complexity, vol. 7, no. 2, pp. 52, 2021.
X. Tong, W. Li, and X. Xu, "Factors Affecting Mobile Payment Service Adoption: A Meta-analytic Review," Electronic Commerce Research and Applications, vol. 34, pp. 100824, 2019.
V. Venkatesh, M. G. Morris, G. B. Davis, and F. D. Davis, "User Acceptance of Information Technology: Toward a Unified View," MIS Quarterly, vol. 27, no. 3, pp. 425-478, 2003.
J. H. Wu, S. C. Wang, and R. J. Tsai, "Effects of the Perceived Usefulness of Mobile Technology on Users’ Satisfaction and Intention to Continue Using the Technology," Social Behavior and Personality: An International Journal, vol. 46, no. 2, pp. 315-326, 2018.
K. Wang, H. Liu, L. Ye, and W. Chen, "Understanding Users’ Intention to Continue Using Mobile Health Applications: A Theoretical Framework and Empirical Study," International Journal of Medical Informatics, vol. 140, pp. 104172, 2020.
C. Wang, X. Li, and Y. Li, "Factors Influencing Mobile Payment Adoption in China: A Modified Technology Acceptance Model Approach," Sustainability, vol. 13, no. 1, pp. 96, 2021.
S. Y. Yousafzai, G. R. Foxall, and J. G. Pallister, "Technology acceptance: A meta-analysis of the TAM: Part 2," Journal of Modelling in Management, vol. 14, no. 2, pp. 364-380, 2019.
Y. Li, Q. Wu, and Z. Deng, "Exploring the role of perceived ease of use in the formation of Chinese consumers’ intention to use mobile health apps: An integrative moderating approach," Information Technology & People, vol. 31, no. 4, pp. 1055-1077, 2018.
B. Purohit, A. Srivastava, and S. Sharma, "Factors affecting the use of mobile payment services in India," International Journal of Electronic Commerce Studies, vol. 11, no. 2, pp. 1-18, 2020.
S. A. Wibowo and A. Nurwati, "The effect of perceived usefulness, perceived ease of use, and trust on mobile payment service satisfaction," Journal of Asian Finance, Economics, and Business, vol. 8, no. 7, pp. 345-355, 2021.
T. H. L. Nguyen, H. T. M. Nguyen, T. T. H. Nguyen, and M. T. Ho, "Factors affecting the satisfaction of mobile payment service users: An empirical study in Vietnam," International Journal of Bank Marketing, 2021.
J. H. Wu, Y. H. Chen, and Y. C. Chen, "Investigating the role of trust in customer loyalty and commitment in e-commerce," Journal of Electronic Commerce Research, vol. 17, no. 2, pp. 130-146, 2016.
S. Akter, J. D’Ambra, and P. Ray, "Trustworthiness in mHealth information services: An assessment of a hierarchical model with mediating and moderating effects using partial least squares (PLS)," Journal of the American Society for Information Science and Technology, vol. 64, no. 6, pp. 1202-1219, 2013.
S. Sharma, A. Srivastava, and B. Purohit, "Factors influencing user satisfaction with mobile applications: A literature review," International Journal of Mobile Communications, vol. 17, no. 1, pp. 1-28, 2019.
X. Zheng, W. Zhang, and Q. Ye, "The effect of mobile app quality on user satisfaction and loyalty," Journal of Business Research, vol. 100, pp. 319-327, 2019.
M. Kanwal, N. Ahmad, and M. Batool, "Determinants of mobile payment adoption: An empirical study in Pakistan," Journal of Retailing and Consumer Services, vol. 52, p. 101921, 2020.
Y. M. Huang, T. H. Liang, and Y. H. Su, "Understanding user continuance intention of mobile social apps: A psychological commitment perspective," Computers in Human Behavior, vol. 76, pp. 576-586, 2017.
C. C. Chang and S. W. Chen, "The role of perceived usefulness, perceived ease of use, and perceived enjoyment in predicting the continuance intention to use e-learning systems in Taiwan," Innovations in Education and Teaching International, vol. 56, no. 3, pp. 289-299, 2019.
X. Deng, Y. Yuan, J. Zhang, and L. Chen, "Examining the effects of social commerce features on satisfaction and loyalty," Internet Research, vol. 30, no. 3, pp. 951-970, 2020.
Y. Chen, L. Huang, and Y. Chou, "Understanding mobile payment continuance intention: A tripartite model integrating technology acceptance model (TAM), expectation-confirmation model (ECM), and flow theory," International Journal of Information Management, vol. 52, p. 102077, 2020.
H. Wang and L. Zhang, "An empirical study on the continuance intention of users of mobile payment based on the expectation–confirmation model," Mobile Networks and Applications, vol. 26, no. 4, pp. 1199-1209, 2021.
J. Wang, D. Wang, Y. Zhang, and Y. Shi, "Understanding user continuance intention of social e-commerce: An empirical study of Chinese consumers," Information & Management, vol. 59, no. 1, p. 103448, 2022.
Y. Liu, X. Huang, and Y. An, "Investigating the factors affecting the continued use of mobile payment services in China," International Journal of Information Management, vol. 39, pp. 86-96, 2018.
X. Fang, H. C. Chan, and T. K. Chan, "Exploring the factors affecting the adoption and continued use of mobile payment services: A study of WeChat Pay in China," Telematics and Informatics, vol. 49, p. 101417, 2020.
A. U. Khan and S. A. Raza, "Exploring the critical factors that determine the adoption and use of mobile payment services in Pakistan," Journal of Retailing and Consumer Services, vol. 60, p. 102455, 2021.
C. J. Su, M. F. Hsu, and C. H. Wu, "The effects of ease of use and trust on consumers' adoption of mobile payment systems in Taiwan," Journal of Retailing and Consumer Services, vol. 61, p. 102526, 2021.
Y. Li and H. Li, "Understanding mobile payment continuance intention from the perspectives of social influence and flow experience: Evidence from China," Journal of Retailing and Consumer Services, vol. 51, pp. 80-89, 2019.
M. Shi, J. Huang, and Y. Sun, "Social influence, trust, and mobile payment adoption: Evidence from Chinese consumers," J. Retailing Consumer Serv., vol. 57, p. 102174, 2020.
H. Sun, X. Wang, and H. Wang, "Factors affecting users' continuance intention to use mobile payment: A comparative study of China and the USA," Inf. Technol. People, vol. (ahead-of-print), 2022.
Refbacks
- There are currently no refbacks.
Scientific Journal of Informatics (SJI)
p-ISSN 2407-7658 | e-ISSN 2460-0040
Published By Department of Computer Science Universitas Negeri Semarang
Website: https://journal.unnes.ac.id/nju/index.php/sji
Email: [email protected]
This work is licensed under a Creative Commons Attribution 4.0 International License.