Exploring post-usage behaviour in app-based ride-sourcing services: Evidence from Egypt

Abstract

Despite numerous studies focusing on ride-sourcing services, most have concentrated on users' pre-usage behaviour. This study explores users' post-usage behaviour, aiming to identify significant factors affecting existing users' intentions to continue using app-based ride-sourcing services in Egypt. Integrating the Expectation-Confirmation Model (ECM), the Technology Acceptance Model (TAM), and the Technology Readiness Model (TRM), this research identifies key determinants influencing users' perceptions and continued usage intentions. An online questionnaire collected empirical data from 381 respondents, analysed using partial least squares structural equation modelling (PLS-SEM). The results highlight the essential roles of optimism, innovativeness, discomfort, and insecurity in shaping users' perceptions of ride-sourcing apps' usefulness. Additionally, perceived ease of use is determined by innovativeness and discomfort. Furthermore, users' continuance usage intention is significantly associated with satisfaction level, perceived usefulness, and perceived ease of use. This study's findings offer valuable insights for service providers, aiding their understanding of variables influencing users' decisions to continue using ride-sourcing apps and enabling them to retain and satisfy their current users effectively.