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ABSTRACT
Mobile applications (apps) cover a large variety of domains; people spend more time daily on apps to manage their jobs. A significant reason for app success is its unique characteristics, which can be attributed to app design and its content features. However, there is less evidence and guidelines to show how app design and its content features affect continuance intention. In this empirical study, we use the perspective of IS effectiveness to evaluate relative factors. We grouped three quality variables to influence intimacy and continuance intention: design quality, information quality, and service quality. The IS success model has been proposed to explain the effect of user behavior on mobile apps. Our findings suggest that design quality, information quality, and service quality impact intimacy, which in turn affects continuance intention. The findings imply that providing design quality and enhancing intimacy is the key to app success.
Keywords: Design quality; Information quality; Service quality; Intimacy; Information systems success model
1.Introduction
Mobile applications (apps) are software programs designed to be used on mobile devices, such as mobile phones and tablet computers. On average, users install 40 apps on their mobile phones, but they commonly use only a relatively small percentage (Simform, 2020). That is, many apps installed on the phone are rarely used or even not used, which shows a bridge between designers and users, and there must be key factors that affect their use.
Designing a popular app is not an easy task. Several key factors must be considered. A good app must provide an adequate level of worth, utility, and importance to meet users' jobs to be done in a given circumstance (Clayton et al., 2016). Hence, Sweeney et al. (1996) categorized consumption concerns into three aspects: functional, social, and emotional values. Hsu and Lin (2015) proposed an expectation-confirmation model for mobile apps that emphasizes that the three perceived values and purchase intention are closely linked. Mohammad et al. (2020) organized and distinguished functional and emotional values from the structure of user-generated content. Therefore, it is important to create value for the design and use of apps. In order to be portable, mobile phones are usually designed to be small and exquisite. Because of limits on screen size, it is not easy for mobile...