Modelling services continuance intention: evidence from apps stores

Purpose The objective of this study is to examine the drivers retail apps satisfaction and continuance intention. An integrative theoretical framework was developed based on IS success model, E-S-QUAL expectancy disconfirmation model explain users’ Design/methodology/approach A total 359 useable data were collected from targeted Malaysian respondents who had experience in using services. Data analysed partial least squares technique. Findings results indicate that system quality e-service positively influence usage have positive direct indirect effects through price level has a negative effect satisfaction. Even though no intention use apps, it an Originality/value Although marketing channel mainly depends its rather than first-time usage, few studies paid attention This contributes advancement knowledge by explaining roles quality, Interestingly, findings multi-group analysis imply female Gen Y app users are more satisfied males while such differences do not impact their apps. also suggested frequency relevance user satisfaction, but highly relevant Apps