Understanding technology readiness factors influencing customer experience towards continuance usage intention of grab application in Malaysia

Noor Aslinda Abu Seman , Nurazwa Ahmad; Understanding technology readiness factors influencing customer experience towards continuance usage intention of grab application in Malaysia. AIP Conf. Proc. 22 November 2022; 2617 (1): 040003. https://doi.org/10.1063/5.0119675

Download citation file:

toolbar search

Through its years of service, the Grab application in Malaysia may have had some failures and technological difficulties that may affect the experience of customers when using it. Few research focused on technology readiness factors on the implementation of the Grab application and how it affects the use of the application on overall consumer experiences. In spite of the lack of continual intention studies in the field of mobile apps, there is still a gap to enhance understanding of the individual’s technology readiness and users’ experience of the application, thus implicitly leading the customer to continue using the Grab application. The aim of this study was therefore, to measure the impact of the technology readiness factors on customer experience and, consequently, the effect of customer experience on the continuance usage intention of Grab application. Data was gathered via online questionnaires from 270 respondents and evaluated using SPSS and Partial Least Square structural equation modelling techniques. The findings showed that the technology readiness factor had a substantial impact on the customer experience and that the customer’s experience had a significant effect on the continuance usage intention. A test of mediation also confirmed that customer experience mediated the relationship between technology readiness factors and continuance usage intention.

REFERENCES

International Journal of Engineering Research and Management (IJERM) Strategy Change Psychological Bulletin Journal of the Academy of Marketing Science Bhattacherjee Bhattacherjee MIS Quarterly Quantitative Data Analysis with SPSS 12 and 13. A Guide for Social Scientists Taylor and Francis Group New York, NY: Route ledge Australian Journal of Business and Management Research Industrial Management & Data Systems Cyberpsychology, Behavior and Social Networking MIS Quarterly International Journal of Economics and Management Systems Journal of Travel & Tourism Marketing Diamantopoulos British Journal of Management American Journal of Theoretical and Applied Statistics Journal of Business Research Journal of Marketing Research Iranmanesh Informatics for Health and Social Care A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) Thousand Oaks A Primer on Partial Least Squares Structural Equation Modeling (PLSSEM) Thousand Oaks Grab Users Face Problem with Ride-Hailing Platform’s Mobile App on Wednesday Morning. Airport self-service check-in: The influence of technology readiness on customer satisfaction Proceedings of the 3 rd International Hospitality and Tourism , “Antecedents of Use Continuance for Information Systems,” in KMIS International Conference Decision Support Systems International Journal of Bank Marketing Int. J. Management and Decision Making Iranmanesh Quality Management in Health Care International Journal of Sports Marketing and Sponsorship Journal of Service Management Journal of Psychiatric Research Seeking Meaning: A Process Approach to Library and Information Services Libraries Limited Psychology & Marketing Campus-Wide Information Systems Expert Systems with Applications Journal of Services Marketing Computers & Education Journal of Business Research International Journal of Information Management Journal of Retailing and Consumer Services MIS Quarterly Computers in Human Behavior Tens of Thousands Affected as Grab Technical Glitch Hits Commuters Across the Region. https://www.malaymail.com/news/malaysia/2018 /03/01/tens-of-thousands-affected- (Accessed 19 January Journal of Consumer Research Psychology and Marketing Journal of Consumer Research Parasuraman Journal of Service Research Mobile apps: What’s a Good Retention Rate? http://info.localytics.com/blog/mobile-appswhats- (Accessed 21 January 21 International Journal of Entrepreneurship Williamson International Journal Management and Decision Making Behavior Research Methods, Instruments, & Computers Behavior Research Methods Journal of Business Logistics Journal of Marketing Communications Journal of Marketing How Grab is Using Technology to Improve Trust and Safety. International Journal of Human-Computer Studies

Pengaruh Kesiapan Teknologi, Kepuasan, dan Electronic Word-of-Mouth (e-WoM) Terhadap Loyalitas Pelanggan Dalam Produk 3C.

(Accessed 20 January 2019). Parasuraman Schlesinger Journal of Retailing Ellis-Chadwick Industrial Marketing Management Journal of Travel Research Journal of Travel Research Iranmanesh Transportation Research Part D , Determinants of Continuance Usage Intention of Social Network Services in Malaysia. Dissertation of Undegraduate Program Universiti Tunku Abdul Rahman Journal of Business Research This content is only available via PDF. © 2022 Author(s). You do not currently have access to this content.

Sign in

Don't already have an account? Register

Sign In

You could not be signed in. Please check your credentials and make sure you have an active account and try again.