Perceived Taxi App Quality: Understanding Consumer Behavior from Technology Continuance Theory

Abstract

The increased use of smartphones has also expanded access to a wide range of applications aimed at facilitating everyday processes, purchases, or transactions. In this context, contemporary lifestyles demand greater use of such applications, particularly in the field of transportation, as they are consistently associated with enhanced safety and availability. This study aims to explain the influence of perceived application quality on perceived usefulness and user satisfaction, in order to foster an attitude that promotes continued use of a digital platform. A quantitative approach is employed, using structural equation modeling and the partial least squares technique (PLS-SEM), based on a sample of 473 valid responses. The results highlight perceived quality as a key predictor of user satisfaction, while attitude emerges as a critical antecedent of continued use of ride-hailing applications. The findings contribute to expanding the understanding of consumer behavior from the perspective of the Technology Continuance Theory, offering deeper insights about the factors that drive continued use intention within the taxi app.