Continuance Intention to Use Mobile Tourism Apps: The Role of Usability Confirmation, Perceived Usefulness, and Satisfaction

Drawing on the expectation–confirmation model and the mobile app usability–continuance intention fit model, a research model was proposed to explore travellers' continuance intention to use mobile tourism apps (MTAs). Two studies were conducted using an explanatory sequential mixed-method design (a two-phase survey combined with interviews). Quantitative findings from 478 Vietnamese travellers indicated that most dimensions of MTA usability confirmation are positively related to perceived usefulness and satisfaction, which, in turn, positively influence continuance intention to use. App dependability was found to have the strongest effect on perceived usefulness, whereas app design had the greatest influence on satisfaction. The qualitative findings further explain why travellers value reliable information, functional convenience, personalised recommendations, and stable app performance when using MTAs. This study's originality lies in combining the concepts of "confirmation" and "mobile app usability" to develop a new concept, "confirmation of MTAs usability," which enables us to better explain the belief-affect-intention process for using an MTA at the post-usage stage.