Determinants of continuance intention of user on smartphone-based traveller information systems in the greater Klang Valley

Abstract

In these modern-days, the use of mobile traveller information service is pivotal in the efficient and effective running of the transportation system for an urban area. The role of urban facilities managers in urban transportation planning is to develop a plan to provide drivers with real-time traveller information services to enable regional economic growth and transition. Existing research in the mobile information traveller information services area has not deeply investigated the determinants of continuance intention to use smartphone-based traveller information systems (STIS). The purpose of this study is to attempt to do so by investigating STIS users’ continuance intention at the post-adoption phase. This study developed and validated an extended framework based on the expectation-confirmation model (ECM). The 280 STIS users from the Klang Valley highways and major streets participated in the study. The extended ECM results revealed that STIS users’ continuance intention is determined by perceived enjoyment and perceived usefulness of continued STIS use, followed by satisfaction with STIS use. In this study, satisfaction and perceived usefulness are determined primarily by confirmation of expectation from participants’ previous use, except for the perceived enjoyment. The findings of this study have implications for the transportation sectors in planning their strategies to increase users’ continuance intention to use STIS services. Most of the current literature in mobile information services studies focused only on pre-adoption and have paid little attention to user’s continuance intention, especially in the context of smartphone apps or electronic information in the transportation system services. This study fills the theoretical and practical gaps by focusing on the post-adoption phase and developed an extended framework based on the ECM to explain the STIS continuance intention context. In addition, the topic is timely, as mobile information services have been flourishing in the current worldwide transportation sector services.