ABSTRACT

Although consumers’ intent to use retail applications (apps) over time is crucial to their success, academics have paid less attention to this factor. Using the attractiveness of alternatives as a moderator, this study aims to determine how users’ perceptions of app quality affect their propensity to use the app in the future through measures of performance confirmation and trust. The study analyzed the 435 acceptable responses using a hybrid approach incorporating partial least squares structural equation modeling and deep learning (artificial neural network). Results showed that utilitarian and hedonic performance confirmation and trust drive the use of retail apps. Service and information qualities validate trust and utilitarian and hedonic performance confirmation. System quality solely influences utilitarian performance confirmation. The attractiveness of alternatives adversely moderates utilitarian performance confirmation and continuation intention. The novel theoretical model integrating stimulus–organism–reaction model and information system success model reveals the relative importance of specific aspects, providing a better understanding of retail app users’ continuation intention.

摘要

尽管消费者长期使用零售应用程序的意愿对其成功至关重要，但学术界对这一因素的关注较少。本研究以替代方案的吸引力作为调节因素，旨在通过性能确认和信任度衡量，确定用户对应用程序质量的看法如何影响他们未来使用该应用程序的倾向。该研究使用结合偏最小二乘结构方程模型和深度学习（人工神经网络）的混合方法分析了 435 个可接受的响应。结果表明，功利主义和享乐主义的绩效确认和信任推动了零售应用程序的使用。服务和信息质量验证了信任以及功利和享乐绩效的确认。系统质量仅影响功利性性能确认。替代方案的吸引力会不利地调节功利主义绩效确认和持续意图。整合刺激-有机体-反应模型和信息系统成功模型的新颖理论模型揭示了特定方面的相对重要性，有助于更好地理解零售应用程序用户的持续意图。