Title: User, system, and social related factors affecting perceived usefulness for continuance usage intention of mobile apps

Authors: Sangjae Lee; Byung Gon Kim

Addresses: College of Business Administration, Sejong University, 98 Kunja-dong, Kwangjin-gu, Seoul, 143-747, South Korea ' Department of Business Administration, Namseoul University, Cheonan 330-707, South Korea

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.

Keywords: mobile apps; perceived usefulness; factors affecting perceived usefulness; confirmation; user satisfaction; continuance usage intention.

DOI: 10.1504/IJMC.2021.113457

International Journal of Mobile Communications, 2021 Vol.19 No.2, pp.190 - 217

Received: 17 Sep 2018
Accepted: 04 Dec 2019
Published online: 05 Mar 2021 *

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