Factors that affecting the adoption of ride-hailing application: case of Indonesia

Abstract

This study investigates the factors influencing user loyalty and sustained engagement with ride-hailing services, integrating the Expectation Confirmation Model (ECM) and the Technology Acceptance Model (TAM) into a novel framework. The objective is to examine the interrelationships among service quality, trust, perceived ease of use, perceived usefulness, user satisfaction, and continuation intention in the context of ride-hailing services. A quantitative approach was employed, utilizing survey data from 238 active ride-hailing users in Indonesia, analyzed using Partial Least Squares-Structural Equation Modelling (PLS-SEM). The analysis revealed that both service quality and trust significantly impact user satisfaction, which in turn strongly influences continuation intention. Notably, perceived ease of use and perceived usefulness were found to have no direct effect on continuation intention. Furthermore, user satisfaction fully mediates the effects of service quality and trust on continuation intention. These findings highlight the critical role of user satisfaction as a mediator, suggesting that ride-hailing service providers should prioritize enhancing service quality and trust over the development of new features to foster long-term user loyalty and sustained engagement.