基于期望确认模型与心流体验的物业APP用户持续使用意愿研究

A Research on Property Management APP Users' Continuance Intention Based on Expectation-confirmation Model and Flow Experience

物业APP尚处在应用初期,研究用户满意度和持续使用意愿有助于物业管理企业完善物业APP,提高物业管理水平。基于期望确认模型和心流体验构建用户持续使用意愿模型,分析心流体验和期望确认模型对感知有用性、满意度和持续使用意愿的影响及心流体验的影响因素。结果表明:产品涉入度、目标清晰度和及时反馈对心理体验有显著正向影响;心流体验对物业APP用户的期望确认度、感知有用性和满意度有显著正向影响;期望确认度对用户的感知有用性和满意度有显著正向影响;物业APP用户的持续使用意愿受到心流体验、感知有用性和满意度的显著直接正向影响。同时,心流体验和期望确认度又通过感知有用性和满意度对持续使用意愿产生间接影响。

Property management APP is still in its early stage of application. Studying customer satisfaction and continuance intention will help property management enterprises improve property management APP and the property management level. Constructing property management APP users’ continuance intention Model based on the expectation-confirmation model and flow experience helps to analyze the influence of flow experience and the expectation-confirmation model on perceived usefulness and the influencing factors of flow experience, satisfaction and continuance intention. The results show that product involvement, goal specificity and timely feedback have a significant positive effect on flow experience. The flow experience has a significant positive effect on expectancy confirmation, perceived usefulness and satisfaction, and expectancy confirmation has a significant positive effect on perceived usefulness and satisfaction. Property management APP users’ continuance intention is significantly and directly affected by flow experience, perceived usefulness and satisfaction. At the same time,the flow experience and expectancy confirmation have an indirect effect on continuance intention by means of perceived usefulness and satisfaction.