Investigating the determinants of mobile shopping applications continuance usage intention in the post-COVID-19 pandemic

Abstract

As COVID-19 evolves and weaken overtime, countries have begun to relax lockdowns, mobility restrictions, and allow businesses and societies to return to normal. Therefore, this study aims to investigate determinants of continuance intention to use mobile applications in the post-pandemic era. Based on the expectation-confirmation theory, the study obtained data from 375 respondents through a quantitative research strategy. The findings of this study show that expectation-confirmation influences satisfaction. Perceived usefulness had a positive influence on both satisfaction and continuance intention to use mobile applications. Customer satisfaction was also found to positively influence continuance intention to use mobile applications. Notably, the study also found that perceived privacy risk negatively moderates the relationship between satisfaction and continuance intention. The study contributes to the continuance intention literature and highlights important factors that can influence customers to continue using mobile applications in the post-pandemic era.