User Continuous Usage Intention in Airline-Company Mobile Applications: Based on Expectation Disconfirmation Theory

Dongdong Zou, Huazhong University of Science and Technology
Ling Zhao, Huazhong University of Science and Technology
Yingying Hu, Huazhong University of Science and Technology


With the popularity of mobile applications, many domestic airline companies have launched distinctive mobile applications, which bring great convenience for passengers. This study of exploring the main factors that affect user’s continued usage intention of airline-company mobile applications has practical significance for the development and operation of the airline mobile applications. In order to study user’s behavior, our research applies six dimensions of evaluation indicator to measure the quality of the applications. 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 applications. The results of our survey of 319 users indicated that rapport, responsiveness, reliability, flexibility, features, security can effectively reflect the quality of airline-company mobile applications. 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 in mobile applications.