Luận án Tiến sĩ: Ảnh hưởng hành vi thích ứng đến ý định dùng nền tảng số, Việt Nam

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(1), 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) VI DEDICATION To my family, my beloved ones, my colleagues and friends, and to all those for whose help I am greatly indebted, there are many people without whom this thesis might not have been written. For the uninterrupted support you have given and for lending me the opportunity and strength to reach this point in my life. I thank you all.

Vil ACKNOWLEDGEMENTS Completing this Ph. has been one of the most difficult and extraordinary challenges of my life, and completing it is one of my most rewarding achievements. This is the most challenging part of the thesis, as I have so many people to thank in a limited amount of space. I would like to express my most profound appreciation to Dr.

Ha Minh Tri, my Supervisor, the Dean of Business School, International University, VNU- HCM, for his inspiration and generosity in providing me with initial ideas, a roadmap, and necessary guidance to achieve the end goal. He was an invaluable guide to my success! I want to thank Professor Zafar Uddin Ahmeh, my respectful Teacher and Mentor, who directed and mentored me a long way toward this success. I want to thank Assoc. Mai Ngoc Khuong, Assoc.

Nguyen Nhu Ty, and Lecturers and Staff of the Business School. Their support and guidance encouraged and guided me throughout my Ph. Iam incredibly grateful to Dr. Nguyen Xuan Nhị, the Dean of the Faculty of Business Administration at Nguyen Tat Thanh University, who extended a significant amount of assistance, not only physical but also mental, to me, during the entire research project.

I am also indebted to untiring support from very dear colleagues of mine in the Faculty of Business Administration throughout teaching, working, and doing research in parallel to achieve today’s success. Vili I want to thank the preliminary examiners. Their valuable comments and remarks assisted me to put the finishing touches to the manuscript. Finally, I cannot say enough to my mother, wife, two sons, sisters, and brothers and my beloved friends.

Words cannot express what your backing has meant to me. For sure, my dear family have already heard my deep gratitude. 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 CI 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 HIWP High involvement work practice HRM Human resource management IC International conferences ICT Information and communications technology IEEE Institute of Electrical and Electronics Engineers DIT Diffusion of innovation theory 1S 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 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 XH TR Trust 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 ORIGINALITYuuu.

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5-55 - < 5 << sọ n0 0000800808 86 6 ABSTTRA CT.2 Problem Sfaf€Im€TIÍ.3 Research Objectives and Questions .4 Scope of the Research .1 Unit of analySIS.- SG SH ng rệt 18 1.2 The application-based fOCUS .5 Key Findings and Contributions of the Research.6 Structure of the DisS€r(AafÏOIn. cọ cọ cọ TH HT T0 0 0 T00 0000001 00 28 2.1 Literature Review Method.- --cc sex ssesske 28 2.2 Ride-Hailing Service Conf€X.2 Review Theoretical Con€€RDfS.1 Continuance 1nf€nfIOT.2 Information technology adapfatiOn.3 Relevant Previous Empirical Studies .1 ATSI-based individual adaptation for IT use.2 Information system use-related aCtIVItY. Influence of HRM factors on technology adaptation .4 Research Gap Identification .5 Development of Theoretical ErameWOrFK.6 Proposed Research Model .1 Development of research model .2 Hypotheses deveÏopIm€TIL. - + s++s xxx ng ng rệt 83 CHAPTER 3.

cọ TH HH TH TH HT 00100 86 3.2 Research Approach and Philosophy .-- ---- 5 << Sex kh key 87 3.- s2 vn ng ng 92 3.4 Justification for quantitative approach.3 Research Design Process .4 Measurement Items and SCaÌ€§.6 Data Collection Procedure .o5- 555 55s ss°s se se se se 103 3.1 Interview bias DreV€nfIOH.2 Data collection DrOC€dUTe. cọ TH TH TT c0 0000.2 Demographic Profile of Respondenfs.3 Data AIIAÌÏYSÌÏS. Go sọ cọ.1 Common method bias .2 Reliability and validity f€Sf.4 Measurement Model Evaluation .5 Structural Model Evaluation .6 Evaluation of Mediating Effect of Behavioral Adaptation. CONCLUSION AND IMPLICA TIONS.1 Theoretical 1mpÌICafIOTS.2 Managerial ImpÌICatIOTS.3 Limitations and Future ResearCH.- s55 5<««sss «se 134 REFERENCES.

cm 00000006 137 APPENDIX A QUESTIONNAITIE.” 171 APPENDIX B QUESTIONNAIR IN VIETNAMESE. 179 APPENDIX C1 IT CONTINUANCE INTENTION LITERATURE ˆ 184 APPENDIX C2 USER ADAPTATION CONCEPTS. 201 APPENDIX C3 INFLUENCE OF TRUST ON CONTINUANCE INTENTION .ccccssccsssscccscscscccsssscscsccscsscssssssssccsssscessecsscssssssesssesesesees 205 APPENDIX D1 DETAILED DEMOGRAPHIC PROFILE OF RESPONDENTS .ccssssscssssssescscsccssccsscesecsessssssscsescesscsscsssesssesscsenees 209 APPENDIX D2 DATA ANALYSTIS. 211 APPENDIX D2 MEASUREMENT MODEL ASSESMENT RESULTS.

(G5 G5 HH 0040001004000 0000080080900 218 APPENDIX D3 SEM ANALYSIS RESUL,TS.-- s=« 221 APPENDIX E PROOFREADING CERTIEICA TE. 226 LIST OF TABLES Table 1 Research mr€flHO(ÏS. c5 + E1 kknệt 93 Table 2 Measurements items ANd SOUCES .Ăằ S5 ĂSSĂSSsksersrks 100 Table 3 Descriptive statistics Of reSPONAENES .ccccccccesseeeeseetetseeeetsees 107 Table 4 CFA analysis with reliability and vaÏidify.«««-<- 112 Table 5 Correlation and discriminant ValHdÌÿ. «+ «c<<c<see 113 Table 6 Results of hypothesis f@SÍÏTg.

Ăn TS ii 114 Table 7 Results of the mediation test using bootstrap analysis. 117 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 1tOđeÏL.1 Research DFOC€(SS.- S5 SH nh HH ng Hiệp 97 Figure 4.1 SEM testing F€SHÏfS. chi, 115 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 (1) 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. INTRODUCTION This chapter introduces and sets the stage for this research.

First, the research background related to the use of information technology (IT) enabled systems by the ride-hailing service sector is discussed, including the current research and gaps in the existing literature. After this, the problem statement, research approach, and the scope are justified and explained. To conclude, the chapter outlines the study’s significance and structure.