Factors affecting users' stickiness in online car-hailing platforms: an empirical study

Abstract

This study investigated factors that affected users' stickiness and interrelationships among confirmation, perceived usefulness, satisfaction, continuance intention and users' stickiness in online car-hailing platforms. An empirical approach was adopted through online questionnaire survey to find out the formation mechanism of users' stickiness. The results indicated that perceived usefulness and satisfaction were positively associated with continuance intention, thereby leading to the increase of users' stickiness. And perceived usefulness also affected the satisfaction positively. What's more, confirmation was found to be the strongest predictor of perceived usefulness. The findings of this study may not only verify the extended model of IT continuance, but provide managerial guidelines for online car-hailing platform, thereby enhancing users' stickiness.