Travel app users’ continued use intentions: it’s a matter of value and trust

ABSTRACT

This study examines the factors that influence the continued use intention of mobile apps designed for travel-related purposes. Interviews with 22 individuals provided data for developing a conceptual model of travel app continued use intention. The model draws on the expectation confirmation model framework, as well as interviews, to illustrate the relationship between functional value, hedonic value, satisfaction, and trust, and to discuss the link between moderators of familiarity, travel purposes, travel app types, and technology proficiency as predictors on continued use. The study’s results establish an in-depth understanding of continued use for travel apps.

KEYWORDS:

• Travel apps
• post-adoption experience
• continued use intention
• expectation confirmation model (ECM)
• functional value
• hedonic value
• trust
• familiarity
• technology proficiency
• in-depth interview

Disclosure statement

No potential conflict of interest was reported by the authors.