User, system, and social related factors affecting perceived usefulness for continuance usage intention of mobile apps
by Sangjae Lee; Byung Gon Kim
International Journal of Mobile Communications (IJMC), Vol. 19, No. 2, 2021

Abstract: This study provides a basis for establishing a new strategy for customer service improvement by deriving user, system, and social-related factors that affect the perceived usefulness for continuance usage intention of mobile device applications (apps). The results indicate that innovativeness and self-efficacy exert significant moderating influence in terms of convenience and interactivity on perceived usefulness. Self-efficacy exerts a moderating effect with reliability, while innovativeness provides a moderating influence with social identity. Confirmation is affected by interactivity and social identity. Mobile service providers should adjust the functionality of their apps to improve convenience and interactivity according to the innovativeness and self-efficacy of users.

Online publication date: Fri, 05-Mar-2021

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