User Continuous Usage of Airline Company Owned Mobile Apps: An Integrated Model of Emotional Factors and Expectation Disconfirmation Theory
With the popularity of mobile apps, many domestic airline companies have developed their own mobile apps, which bring great convenience for passengers. This study explores the main factors that affect user’s continuous usage intention of airline company owned mobile apps. The findings have practical significance for the development and operation of the airline mobile apps. In order to study user’s behavior, our research applies six dimensions of evaluation indicator to measure the quality of the apps. And combining the theory of expectation disconfirmation and two dimensions of consumers’ emotion (valence and arousal) to validate the main factors that lead consumer’s continued usage of these apps. The results of our survey of 319 users indicated that rapport, responsiveness, reliability, flexibility, features, security can effectively reflect the quality of airline company owned mobile apps. Further, positive expectation disconfirmation has a positive influence on consumers’ pleasure and positive arousal, meanwhile pleasure’s effect on users’ satisfaction and continued usage intention is significant. Positive arousal effect users’ satisfaction and continued usage intention through the mediating effect of pleasure. This study extended the application of expectation disconfirmation theory. The finding also have important implications for practice by providing guidance on how to understanding users’ behavior of mobile apps.