Evaluating the couriers’ experiences of logistics platform: The extension of expectation confirmation model and technology acceptance model

Abstract

The current study integrated the Extended Technology Acceptance Model (TAM) and included information system quality (ISQ), user interface (UI), knowledge sharing motivation (KSM), the expectation confirmation model (ECM), safety management practices (SMP), interface aesthetics (IA), and perceived value (PV) to evaluate the logistics couriers’ experience while using an Online logistics platform. This research examines the relationships of KSM, SMP, and ISQ on the TAM’s, perceived usefulness (PU), and perceived ease of use (PEOU). In addition, it explores the relationship between UI on PEOU. Furthermore, to explore the impact of ECM, it examines the impact of confirmation (CON) on PU and satisfaction (SAT). Finally, this research explores the impact of logistics couriers’ SAT on continuous intention (CI). According to the findings of this study, UI did not have a significant association with PEOU. Furthermore, KSM was found to significantly impact PEOU, while having no significant effect on PU. Moreover, SMP was found to have no significance on PEOU, however, SMP was discovered to be in a significant association with PU. In addition, ISQ was found to significantly impact PEOU, PU, and, PV. Moreover, CON was in a significant relationship with PU, while not having a significant impact on SAT. Furthermore, IA did not significantly impact PV. Also, SAT was significantly impacted by PU, while not having any significant impact from PEOU, and PV. Besides, PEOU was discovered to significantly impact PU. Finally, SAT was found to be in a significant relationship with CI.