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From Clicks to Continuance: Understanding User Adaptation and Satisfaction in Mobile Logistics Services

Author

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  • My Van Dang

    (University of Finance - Marketing, Vietnam)

  • Phong Nam Nguyen

    (University of Finance - Marketing, Vietnam)

Abstract

In the era of rapid digital transformation in logistics, this study examined drivers of user adaptation, satisfaction, and continuance intention toward mobile logistics service platforms. Integrating the technology acceptance model, expectation–confirmation model, and diffusion of innovation theory, the proposed model tested how perceived usefulness, ease of use, enjoyment, and trust influence adaptation and sustained use. Survey data from 650 Vietnamese mobile logistics service users were analyzed via structural equation modeling. Findings show these system attributes significantly promote adaptation, which in turn enhances satisfaction and continuance intention, with adaptation serving as a key mediator. The study extends post-adoption research in logistics and contextualizes acceptance theories in an emerging market.

Suggested Citation

  • My Van Dang & Phong Nam Nguyen, 2025. "From Clicks to Continuance: Understanding User Adaptation and Satisfaction in Mobile Logistics Services," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global Scientific Publishing, vol. 17(1), pages 1-21, January.
    • Handle: RePEc:igg:jesma0:v:17:y:2025:i:1:p:1-21
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    File URL: https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJESMA.395361
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