Luận án TS: Hành vi thích ứng & ý định tiếp tục dùng nền tảng số gọi xe VN

VIETNAM NATIONAL UNIVERSITY HO CHI MINH CITY INTERNATIONAL UNIVERSITY THE INFLUENCE OF ADAPTATION BEHAVIORS ON CONTINUANCE INTENTION TO USE DIGITAL PLATFORMS: THE CASE OF RIDE-HAILING SERVICE IN VIETNAM DOCTOR OF PHILOSOPHY IN BUSINESS ADMINISTRATION ID: PBAIU19001 HO CHI MINH CITY- 2023 NGUYEN GIANG DO THE INFLUENCE OF ADAPTATION BEHAVIORS ON CONTINUANCE INTENTION TO USE DIGITAL PLATFORMS: THE CASE OF RIDE-HAILING SERVICE IN VIETNAM MAJOR: BUSINESS ADMINISTRATION ID: PBAIU19001 SUPERVISOR DR. HA MINH TRI HO CHI MINH CITY- 2023 STATEMENT OF ORIGINALITY I certify that, except where due acknowledgement has been made, the thesis is the work of the author alone, and the work has not been submitted previously, in whole or in part, to qualify for any other academic award; the content of this thesis is the result of work which has been carried out since the official commencement date of the approved research program. Any editorial work, paid or unpaid, carried out by a third party is acknowledged. Nguyen Giang Do Ho Chi Minh City January, 2023 1V REFEREED JOURNAL ARTICLES AND CONFERENCE PAPERS Nguyen, D.

What makes users continue to want to use the digital platform? Evidence from the ride-hailing service platform in Vietnam. SAGE Open, 12(1), DOI:10. Understanding the influence of user adaptation on the continuance intention towards ride- hailing services: the perspective of management support. Journal for Global Business Advancement, 15(1), 39-62, DOI: 10.

The role of user adaptation and trust in understanding continuance intention towards mobile shopping: An extended expectation-confirmation model. Cogent Business & Management, 8(\), DOI: 10. Giang-Do Nguyen, Minh-Tri Ha, and Bao-Son Doan, (2023) Service value, service quality, customer satisfaction, and customer loyalty: The mediating role of switching costs. Humanities and Social Sciences Communications.

The Dual Role of Online Trust: A Study about Generation Z through Online Purchase intentions: A Vietnamese perspective. Journal of International Business and Entrepreneurship Development, DOI: 10. Understanding the influence of user adaptation on continuance intention towards ride-hailing services: the perspectives of management support and online experience. Presentation at the 18th Annual World Congress of the Academy for Global Business Advancement [AGBA, Istanbul, Turkey, July 2- 4, 2022].

(Best Paper Award) Other research and conference publications Thanh-Huong, N., Minh-Tri, Ha. Content-Based Attributes of Online Reviews and Its Role in Travel Decision: A PRISMA Method of Studies from 2009 to 2021 Vietnam. AGBA’s 2022 Conference Proceedings (Advances in Global Business Research) Vol. 1, ISSN: 1549-9332, Istanbul, Turkey.

Understanding behavioral adaptation on continuance intention for ride-hailing service in Ho Chi Minh city, Vietnam. Presentation at the 2nd International Conference on Economics, Business and Tourism (ICEBT-2020) [International University, VNU-HCM, Ho Chi Minh, Vietnam, January 12, 2020]. International accreditation impacts teaching and learning: Case of Vietnam non-public universities. Ho Chi Minh City Open University Journal of Science-Social Sciences, 11(2),60-74.

Strengthening Information-Seeking Behavior Toward International Destinations Among Young Travelers in Vietnam During the Pandemic Recovery. Ho Chi Minh City Open University Journal of Science-Social Sciences, 13 (2), 1-26.2023 (ACI-indexed) GLOSSARY OF ACRONYMS ACM Association for computing machinery ADP Adaptation behavior ASEAN Association of Southeast Asian nations AST Adaptive structuration theory ASTI Adaptive structuration theory for individuals AVE Average variance extracted BI Behavioral intention CMB Common method bias Cl Continuance intention CFA Confirmatory factor analysis CFI Comparative fit CMIN Chi-square statistics CMUA Coping model of user adaptation COG Cognitive model CR Composite reliability CS/C Consumer satisfaction/confirmation CTT Commitment-trust theory DP Digital platform DTPB Decomposed theory of planned behaviors GDP Gross domestic product GFI Goodness-of-fit index GPS Global position system GWP Global warming potential EBSCO Elton Bryson Stephens Sr. Information service ECM Expectation-confirmation model ECT Expectation-confirmation theory ERP Enterprise resource planning ES-QUAL Electronic Service quality model VI HIWP High involvement work practice HRM Human resource management IC International conferences ICT Information and communications technology TEEE Institute of Electrical and Electronics Engineers DIT Diffusion of innovation theory IS Information technology system ISSM Information system success model ISURA Information system use-related activity IT Information technology ITA Individual information technology adaptation model KMO Kaiser-Meyer-Olkin test M-app Mobile application M-commerce Mobile commerce M-health Mobile health service MEC Means-end chain theory MM Mixed method MS Management support NFI Normed fit index OB Organizational behavior OIT Organismic integration theory OST Organizational support theory PBC Perceived behavioral control PEOU Perceived ease of use PIB Perceived individual benefits POB Perceived organizational benefits PU Perceived usefulness QUAL Qualitative method QUAN Quantitative method vill RHA Ride-hailing application RFT Regulatory focus theory RMSEA Root mean square error of approximation SFL Standardized factor loading SDL Service-dominant logic SDT Self-determination theory SA Satisfaction SE Self-Efficacy SECON Sharing economy SEM Structural equation modeling SERVQUAL Service quality measurement model SET Social exchange theory SME Small and medium enterprise SOR Stimulus-Organism-Response SRMR Standardized root mean square residual SST Social support theory STS Socio-technical systems theory TAM Technology acceptance model TACT Technology affordances and constraints theory TCT Technology continuance theory TCV Theory of consumption value TLI Tucker—Lewis index TNC Transportation Network Company TOE Organization-Environment framework TPB Theory of planned behaviors TRD Technology readiness TRA Theory of reasoned actions TTF Task-technology fit TR Trust 1X U&G Uses and gratification theory UTAUT The unified theory of acceptance and use of technology UTAUT2 The extended unified theory of acceptance and use of technology TABLE OF CONTENTS STATEMENT OF ORIGINALITY. << se ESsSSSEesee2 iii REFEREED JOURNAL ARTICLES AND CONFERENCE PAPERS <0 09.90 00060400 iv GLOSSARY OF ACRONYMS.

0 HH HH 00 g0 vỉ TABLE OF CONTENTS. <5 SH HH HH 000006080886 1 LIST OF TAB.00900000000010 0000980080988008860 4 LIST OF EIGURES.2 Problem Saf€IT€TIÍ.3 Research Objectives and Questions .4 Scope of the Research .1 Unit of analySIS.- SG Sàn rệt 10 1.2 The application-based fOCUS .5 Key Findings and Contributions of the Research.6 Structure of the DiSS€F{iafÏOIA. Go cọc HT.1 Literature Review Method.2 Ride-Hailing Service Con(€X(.2 Review Theoretical Con€€JDfS.1 Continuance Inf€n(1OT.2 Information technology adapfatIOn.Q TQ QQQQQQnnnSSnSS SH SH net 17 2.3 Relevant Previous Empirical Studies. Error! Bookmark not defined.1 ATSI-based individual adaptation for IT use .2 Information system use-related aCfIVIEY.3 Influence of HRM factors on technology adaptation .4 Research Gap Identification .5 Development of Theoretical FramewOrFFK.-<ss«<< s««es se 19 2.6 Proposed Research Model .1 Development of research model .2 Hypotheses deveÏopIM€TI.

-- s- «xxx vn ng rt 24 CHAPTER 3. Go cọ cọ cọ T0 10000000 00.2 Research Approach and Philosophy .-- eee << + sex kE HH nh 26 3.4 Justification for quantitative approach.3 Research Design Process .4 Measurement Items and SCaÌ€§.5 Questionnaire DeveÏ0PIN€TIE.6 Data Collection Procedure .1 Interview bias DreV€TIOH.2 Data collection procedure .2 Demographic Profile of RespontdenfS.3 Data AnaÌySÌS.1 Common method bias .2 Reliability and validity f€S(.4 Measurement Model Evaluation .5 Structural Model Evaluation .6 Evaluation of Mediating Effect of Behavioral Adaptation. CONCLUSION AND IMPLICA TIONS.2 Managerial ImpÌiCafOIS.3 Limitations and Future ResearCH. co SG SH HH.

0000000000000800908008880 1 LIST OF TABLES Table 1 Research methods 0nn. 27 Table 2 Measurements items ANd SOHTC€S .cẶẶ 5S ssksseesses 30 Table 3 Descriptive statistics Of reSPONAENES .àeSĂẶSSSSSs++ssks+ss 34 Table 4 CFA analysis with reliability and vaÏidify.««--<<<<<++<5 37 Table 5 Correlation and discriminant ValHdÏfy.e«sscs<css+sscssss 38 Table 6 Results of hypothesis f€SfÏH. ào SH key 39 Table 7 Results of the mediation test using bootstrap analysis. 41 LIST OF FIGURES Figure 2.1 Business Model of Ride-Hailing SerViC€.2 Adaptive structuration theory .3 Adaptive structuration theory for individual.4 Theoretical framework for m-application adaptation .5 Proposed research IOd6ÏL.1 Research DFOC€SS.1 SEM testing T€SHÏHS.

Ăn kg kt 40 ABSTRACT The development of the mobile application-based businesses such as ride- hailing services are becoming popular. However, continuance intention to re-use the ride-hailing service has yet to be adequately explored for users, both ride- hailing drivers and riders. Furthermore, few studies have analyzed the continuance intention from the perspective of ride-hailing platform drivers. Relying on (i) the adaptive structuration theory for individuals, (1) an expectation-confirmation model, and (iii) the decomposed theory of planned behavior, our study proposes a theoretical framework and a research model to examine how the users’ adaptation process influences the intention to continue using ride-hailing applications.

Our research employs questionnaire-based and face-to-face interviews to collect data from over 500 drivers of the largest application-based ride-hailing firms across Vietnam. A structural equation modeling method was used to analyze the data and validate the hypothetical relationships. Our empirical findings broaden the comprehensive insights into the effect of users’ adaptation on their continuance intention to use the mobile application. In addition, the study also provides a fresh outlook to understanding how input factors of the adaptation process, including perceived usefulness, management support, self-efficacy, and trust, influence continuance intention to use the ride-hailing application in an emerging country setting, such as Vietnam in this case.

Keywords: adaptation behavior; continuance intention; management support; self-efficacy; trust; mobile application; ride-hailing service; Vietnam.1 Overview Many of the world’s largest companies are currently doing their business with mobile commerce (m-commerce) via mobile applications (m-apps), digital platforms (DP), or an information technology system (IS). Firms such as Facebook, Uber, Airbnb, Didi, Amazon, Alibaba, Lyft, Grab, and many others are application-based and have each been given valuations of billions of dollars (Cusumano et al. McKinsey has estimated that more than one third of all global economic transactions, over US$60 trillion, will be carried out through DP and m-apps by 2030 (Basu, 2021; Chauhan, 2020). M-commerce has advanced sufficiently to allow users to conduct a convenient information search for a product or service, purchase, and payment anywhere and anytime (GroB, 2016; Ko et al., 2009; Tam et al.

M-app was originally seen as a web-based software, application, or platform that “allows stakeholders to interact and share experiences,” and a core of m-commerce (Ramaswamy & Gouillart, 2010, p. Tang (2019) considered m-apps as “mobile application software designed to support the functions of performing tasks on smartphones, tablet computers, and other personal mobile devices” (p. The ride-hailing service application (RHA) represents a type of m- commerce that facilitates rider-driver interactions for IT-enabled transportation services via smartphones (Alemi et al, 2018; Joia & Altieri, 2018; Kourouthanassis & Giaglis, 2012; Turban et al. In other words, ride- hailing is a mobile application-based business model that connects two main type of ride-hailing users, including drivers (service providers) and riders (customers, end-users), and other users (product providers) in the transportation service sector (Chalermpong et al.

According to Google, Temasek, and Bain, the ride-hailing service in Vietnam has the leading growth rate of Southeast Asia, which is at 15.9% annually, projected to reach $3.77 billion in 2022 and $4.6 billion by 2026, with a total of 21. While the ride- 8 hailing service has the potential for growth, coupled with the competitive challenges from many international (e., Grab; Gojek, Lalamove) and domestic (e., AhaMove; Be) players, it is still in its nascent stages (Brail, 2022; Chauhan, 2021). While extant literature on IT implementation (Jasperson et al., 2005; Kwon & Zmud, 1987; Saga & Zmud, 1993), IT adaptation (Raisch et al., 2009; Schmitz et al., 2016), and innovative technology diffusion (Cooper & Zmud, 1990; Rogers et al., 2014) have claimed that the importance of determining input factors of adaptation process such as technology characteristics (e., the usefulness of mobile app), individual characteristics (e., user IT self-efficacy), and environmental characteristics (e., management support), affect decision and performance outcomes (1., behavioral intention and usage) (Bhattacherjee & Lin, 2015; Joia & Altieri, 2018; Karahanna et al., 2006; Schmitz et al., 2016; Taylor & Todd, 1995), there is currently a scarcity of studies investigating the influences of these potential factors on user adaptation and the outcome of continuance usage in an integrated model. So far, no empirical work has clarified the linkage between user adaptation and their continuance intention in IT implementation.

In the context of platform-based ride-hailing services, the need for an in-depth study of the relationship between behavioral adaptation and continuance intention remains a research gap that must be filled. These are the rationale that explains why the research matters and should be undertaken. Therefore, this study sets out to connect this gap by examining the effect of users’ adaptation to their continuing usage in the context of the m-app ride-hailing service.