Understanding continuance intention to use mobile commerce: A case of urban transportation service

Go-jek, as one of urban transportation modes in Indonesia, provides a variety of transportation services to customers through mobile commerce app. Because of the increasing competition with similar business models, it is important to ensure consumers reuse and reorder the services. This study aims to identify factors that affecting the continuance intention towards a mobile purchase on transportation services provided by Go-jek. The model was examined using Partial-Least Square (PLS) on SmartPLS software. The results showed that system quality, information quality, service quality and privacy and security concerns affect continuance intention towards mobile purchase through trust, flow, and satisfaction. Flow has indirectly impact on continuance intention through satisfaction. In addition, trust affects flow, which in turn affects satisfaction. Implications and suggestions are proposed to mobile commerce research according to these findings.