Enhancing User Satisfaction: How Does the ISS-ECM Model Drive the Continued Use of Travel Apps?

Travel apps are crucial for travelers who want to plan, reserve, and manage their trips easily and efficiently. This study decisively explores Indonesia's most popular travel applications, examining the powerful impact of the Information System Success Model and the Expectation Confirmation Model on users' intentions to persist in using these apps. This study effectively combines both models and highlights how information, system, service quality, expectation confirmation, and user satisfaction influence continuance usage intentions. Data was thoroughly collected from 240 respondents who actively use travel apps in Indonesia, and the analysis was conducted using SEM with SmartPLS software. The results demonstrate that information quality, system quality, service quality, and expectation confirmation significantly boost user satisfaction. Furthermore, user satisfaction is pivotal in driving the intention to continue using these applications. These findings firmly emphasize the critical importance of enhancing the quality of information, systems, and services to ensure sustained engagement with travel applications.