Interactivity in mobile applications: a study of continuance intention

• Autor(a) principal: Coelho, Maria Alexandra Figueiredo
• Data de Publicação: 2022
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10362/155917
• topic: Aplicações Móveis; Continuance Intention; Modality Interactivity; Message Interactivity; Source Interactivity; Mobile Applications; Domínio/Área Científica::Humanidades::História e Arqueologia

In the information and technology society we live in today, the number of mobile applications made available gives users the opportunity and need to create criteria and adopt ways to select what they will continue using in so many areas of life. This happens in mobile applications, which are information systems the markets for which have grown exponentially in the last two decades. With this growth, the users’ demands and expectations also grew, and with that, the desire to be able to interact with the systems themselves. In order to contribute to this field of science, we developed research that creates a model combining the Expectation Confirmation Model, presented by Bhattacherjee, and the Interactivity Effects Model, introduced by Shyam Sundar in 2015, through the concepts of modality interactivity, message interactivity, and source interactivity. The use of these concepts in the study of continuance intention, as well as their use on mobile applications as a platform, proved to be important to explore for both this current research and future ones. A mixed methods approach was used, creating an online survey to obtain the quantitative data necessary for the research, followed by a series of interviews made with the goal of confirming and explaining the quantitative data, always supported by the literature on the subject. Of a total of eleven hypotheses, eight were supported by our results, with modality interactivity proving to have a greater positive influence over satisfaction and continuance intention than perceived usefulness. The influence of message interactivity on satisfaction, message interactivity on continuance intention, and source interactivity on continuance intention were not supported by the results. The interviews suggest explanations of these results and allowed the perception that message interactivity tends to include techniques that are harder to recognize, which could justify the poor results obtained when evaluating the quantitative data. This conclusion, apart from its scientific importance, also demonstrates the importance of confirming and further explaining quantitative results when developing scientific research.