The Influence Of Adaptation Behaviors On Continuance Intention To Use Digital Platforms: The Case Of Ride-Hailing Service In Vietnam

Abstract

The development of the mobile application-based businesses such as ridehailing services are becoming popular. However, continuance intention to re-use the ride-hailing service has yet to be adequately explored for users, both ridehailing drivers and riders. Furthermore, few studies have analyzed the continuance intention from the perspective of ride-hailing platform drivers. Relying on (i) the adaptive structuration theory for individuals, (ii) an expectation-confirmation model, and (iii) the decomposed theory of planned behavior, our study proposes a theoretical framework and a research model to examine how the users’ adaptation process influences the intention to continue using ride-hailing applications. Our research employs questionnaire-based and face-to-face interviews to collect data from over 500 drivers of the largest application-based ride-hailing firms across Vietnam. A structural equation modeling method was used to analyze the data and validate the hypothetical relationships. Our empirical findings broaden the comprehensive insights into the effect of users’ adaptation on their continuance intention to use the mobile application. In addition, the study also provides a fresh outlook to understanding how input factors of the adaptation process, including perceived usefulness, management support, self-efficacy, and trust, influence continuance intention to use the ride-hailing application in an emerging country setting, such as Vietnam in this case.