THE IMPACT OF DISCONFIRMATION AND INVOLVEMENT TOWARD HOPE AND REGRET, AND THEIR IMPLICATIONS ON CONTINUED USE OF APPLICATIONS: A STUDY ON GO-JEK PLATFORM

Abstract

In this globalization era, the proliferation of features of application in our smartphones can be a double-edged sword, because on one hand, the application can have a positive impact on helping consumers everyday, but on the other hand, the application can also cause negative impact like regret. Research on regret has a view on the side of consumers and companies, and the implication for companies still have to be looked at more deeply. In addition, this study also seeks to expand the results of previous studies related to disconfirmation, involvement, hope, anticipated inaction regret, satisfaction, and continued IS use as driving factors of consumer behavior on the performance and benefits of smartphone applications that are being received. This research was conducted quantitatively through descriptive research design, data is collected through online surveys with samples from Generation Y in Jabodetabek area. Hypothesis is tested using structural equation modeling (SEM) approach. In Go-Jek Application, involvement is the driving factor of the positive attitude of consumers toward hope and anticipated inaction regret, and disconfirmation is the driving factor of the positive attitude of consumers toward only hope.
Keywords: consumer behavior; disconfirmation; anticipated regret; continued IS use; mobile application