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"Teknologi keuangan saat ini berpengaruh terhadap banyak aspek yang mencakup peluang dan tantangan bagi individu, bisnis, dan lembaga keuangan itu sendiri. Dalam bisnis perbankan, penggunaan bank digital terus meningkat seperti yang tercatat pada laba/rugi bersih bank digital di Indonesia pada semester I-2023 terlihat bahwa mayoritas emiten bank digital di Indonesia mengalami pertumbuhan yang positif. Layanan teknologi informasi dalam dunia fintech (financial technology) ini cukup baru sehingga studi terkait bank digital masih sangat terbatas terutama pembahasan terkait keberlanjutan penggunaannya. Oleh karena itu, penulis melakukan penelitian ini dengan harapan agar dapat menambah wawasan baru mengenai fintech post adoption. Penelitian ini menggunakan pendekatan mixed-method untuk memperoleh pemahaman mendalam terkait loyalitas yang merangkum keinginan untuk terus menggunakan dan penggunaan nyata bank digital. Data identifikasi variabel penelitian dikumpulkan melalui wawancara dengan 13 narasumber pengguna bank digital dan dianalisis menggunakan thematic analysis. Hasil analisis digunakan untuk membuat model survei yang diisi secara valid oleh 491 responden dan data diolah menggunakan covariance-based structural equation modelling (CB-SEM). Data konfirmasi dikumpulkan melalui wawancara dengan 11 narasumber yang diambil dari responden survei dan dianalisis dengan content analysis. Penelitian ini menggunakan dua perspektif utama yaitu user satisfaction dengan faktor-faktor eksternal (perceived ease of use, perceived usefulness, perceived security, convenience value, economic benefits, integration, perceived aesthetics) dan personal innovativeness. Hasil penelitian menunjukkan bahwa (1) perceived aesthetics memiliki pengaruh signifikan terhadap perceived ease of use penggunaan bank digital, (2) perceived aesthetics dan perceived ease of use memiliki pengaruh signifikan terhadap perceived usefulness penggunaan bank digital, (3) perceived usefulness, perceived ease of use, perceived security, dan integration memiliki pengaruh signifikan terhadap satisfaction penggunaan bank digital, sedangkan convenience value, economic benefits, dan perceived aesthetics tidak memiliki pengaruh signifikan terhadap satisfaction penggunaan bank digital, (4) satisfaction dan personal innovativeness memiliki pengaruh signifikan terhadap continuance intention penggunaan bank digital, dan (5) continuance intention memiliki pengaruh signifikan terhadap actual usage penggunaan bank digital. Untuk meningkatkan intensi keberlanjutan penggunaan, penyedia layanan bank digital harus fokus pada peningkatan kualitas layanan untuk meningkatkan kepuasan pengguna dan proaktif dalam mengadopsi teknologi serta fitur inovatif.

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Financial technology currently influences many aspects that include opportunities and challenges for individuals, businesses, and financial institutions themselves. In the banking business, the use of digital banks continues to increase as recorded in the net profit/loss of digital banks in Indonesia in the first semester of 2023, where it appears that the majority of digital bank issuers in Indonesia experienced positive growth. Information technology services in this financial technology (fintech) world are relatively new, so studies related to digital banks are still very limited, especially discussions regarding the continuance of their use. Therefore, the authors conducted this research in the hope of gaining new insights regarding fintech post-adoption. This research uses a mixed-method approach to gain an in-depth understanding of loyalty, which encapsulates the continuance intention to use and actual use of digital banks. Research variable identification data was collected through interviews with 13 digital bank user respondents and analyzed using thematic analysis. The results of the analysis were used to create a survey model that was validly filled out by 491 respondents, and the data was processed using covariance-based structural equation modeling (CB-SEM). Confirmation data was collected through interviews with 11 respondents taken from the survey respondents and analyzed using content analysis. This research uses two main perspectives, namely user satisfaction with external factors (perceived ease of use, perceived usefulness, perceived security, convenience value, economic benefits, integration, perceived aesthetics) and personal innovativeness. The research results show that (1) perceived aesthetics have a significant influence on the perceived ease of use of digital bank usage, (2) perceived aesthetics and perceived ease of use have a significant influence on the perceived usefulness of digital bank usage, (3) perceived usefulness, perceived ease of use, perceived security, and integration have a significant influence on satisfaction with digital bank usage, while convenience value, economic benefits, and perceived aesthetics do not have a significant influence on satisfaction with digital bank usage, (4) satisfaction and personal innovativeness have a significant influence on continuance intention of digital bank usage, and (5) continuance intention has a significant influence on actual usage of digital banks. To increase the intention to continue using, digital bank service providers must focus on improving service quality to increase user satisfaction and be proactive in adopting innovative technology and features."

"Teknologi keuangan saat ini berpengaruh terhadap banyak aspek yang mencakup peluang dan tantangan bagi individu, bisnis, dan lembaga keuangan itu sendiri. Dalam bisnis perbankan, penggunaan bank digital terus meningkat seperti yang tercatat pada laba/rugi bersih bank digital di Indonesia pada semester I-2023 terlihat bahwa mayoritas emiten bank digital di Indonesia mengalami pertumbuhan yang positif. Layanan teknologi informasi dalam dunia fintech (financial technology) ini cukup baru sehingga studi terkait bank digital masih sangat terbatas terutama pembahasan terkait keberlanjutan penggunaannya. Oleh karena itu, penulis melakukan penelitian ini dengan harapan agar dapat menambah wawasan baru mengenai fintech post adoption. Penelitian ini menggunakan pendekatan mixed-method untuk memperoleh pemahaman mendalam terkait loyalitas yang merangkum keinginan untuk terus menggunakan dan penggunaan nyata bank digital. Data identifikasi variabel penelitian dikumpulkan melalui wawancara dengan 13 narasumber pengguna bank digital dan dianalisis menggunakan thematic analysis. Hasil analisis digunakan untuk membuat model survei yang diisi secara valid oleh 491 responden dan data diolah menggunakan covariance-based structural equation modelling (CB-SEM). Data konfirmasi dikumpulkan melalui wawancara dengan 11 narasumber yang diambil dari responden survei dan dianalisis dengan content analysis. Penelitian ini menggunakan dua perspektif utama yaitu user satisfaction dengan faktor-faktor eksternal (perceived ease of use, perceived usefulness, perceived security, convenience value, economic benefits, integration, perceived aesthetics) dan personal innovativeness. Hasil penelitian menunjukkan bahwa (1) perceived aesthetics memiliki pengaruh signifikan terhadap perceived ease of use penggunaan bank digital, (2) perceived aesthetics dan perceived ease of use memiliki pengaruh signifikan terhadap perceived usefulness penggunaan bank digital, (3) perceived usefulness, perceived ease of use, perceived security, dan integration memiliki pengaruh signifikan terhadap satisfaction penggunaan bank digital, sedangkan convenience value, economic benefits, dan perceived aesthetics tidak memiliki pengaruh signifikan terhadap satisfaction penggunaan bank digital, (4) satisfaction dan personal innovativeness memiliki pengaruh signifikan terhadap continuance intention penggunaan bank digital, dan (5) continuance intention memiliki pengaruh signifikan terhadap actual usage penggunaan bank digital. Untuk meningkatkan intensi keberlanjutan penggunaan, penyedia layanan bank digital harus fokus pada peningkatan kualitas layanan untuk meningkatkan kepuasan pengguna dan proaktif dalam mengadopsi teknologi serta fitur inovatif.

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Financial technology currently influences many aspects that include opportunities and challenges for individuals, businesses, and financial institutions themselves. In the banking business, the use of digital banks continues to increase as recorded in the net profit/loss of digital banks in Indonesia in the first semester of 2023, where it appears that the majority of digital bank issuers in Indonesia experienced positive growth. Information technology services in this financial technology (fintech) world are relatively new, so studies related to digital banks are still very limited, especially discussions regarding the continuance of their use. Therefore, the authors conducted this research in the hope of gaining new insights regarding fintech post-adoption. This research uses a mixed-method approach to gain an in-depth understanding of loyalty, which encapsulates the continuance intention to use and actual use of digital banks. Research variable identification data was collected through interviews with 13 digital bank user respondents and analyzed using thematic analysis. The results of the analysis were used to create a survey model that was validly filled out by 491 respondents, and the data was processed using covariance-based structural equation modeling (CB-SEM). Confirmation data was collected through interviews with 11 respondents taken from the survey respondents and analyzed using content analysis. This research uses two main perspectives, namely user satisfaction with external factors (perceived ease of use, perceived usefulness, perceived security, convenience value, economic benefits, integration, perceived aesthetics) and personal innovativeness. The research results show that (1) perceived aesthetics have a significant influence on the perceived ease of use of digital bank usage, (2) perceived aesthetics and perceived ease of use have a significant influence on the perceived usefulness of digital bank usage, (3) perceived usefulness, perceived ease of use, perceived security, and integration have a significant influence on satisfaction with digital bank usage, while convenience value, economic benefits, and perceived aesthetics do not have a significant influence on satisfaction with digital bank usage, (4) satisfaction and personal innovativeness have a significant influence on continuance intention of digital bank usage, and (5) continuance intention has a significant influence on actual usage of digital banks. To increase the intention to continue using, digital bank service providers must focus on improving service quality to increase user satisfaction and be proactive in adopting innovative technology and features."

"Teknologi keuangan saat ini berpengaruh terhadap banyak aspek yang mencakup peluang dan tantangan bagi individu, bisnis, dan lembaga keuangan itu sendiri. Dalam bisnis perbankan, penggunaan bank digital terus meningkat seperti yang tercatat pada laba/rugi bersih bank digital di Indonesia pada semester I-2023 terlihat bahwa mayoritas emiten bank digital di Indonesia mengalami pertumbuhan yang positif. Layanan teknologi informasi dalam dunia fintech (financial technology) ini cukup baru sehingga studi terkait bank digital masih sangat terbatas terutama pembahasan terkait keberlanjutan penggunaannya. Oleh karena itu, penulis melakukan penelitian ini dengan harapan agar dapat menambah wawasan baru mengenai fintech post adoption. Penelitian ini menggunakan pendekatan mixed-method untuk memperoleh pemahaman mendalam terkait loyalitas yang merangkum keinginan untuk terus menggunakan dan penggunaan nyata bank digital. Data identifikasi variabel penelitian dikumpulkan melalui wawancara dengan 13 narasumber pengguna bank digital dan dianalisis menggunakan thematic analysis. Hasil analisis digunakan untuk membuat model survei yang diisi secara valid oleh 491 responden dan data diolah menggunakan covariance-based structural equation modelling (CB-SEM). Data konfirmasi dikumpulkan melalui wawancara dengan 11 narasumber yang diambil dari responden survei dan dianalisis dengan content analysis. Penelitian ini menggunakan dua perspektif utama yaitu user satisfaction dengan faktor-faktor eksternal (perceived ease of use, perceived usefulness, perceived security, convenience value, economic benefits, integration, perceived aesthetics) dan personal innovativeness. Hasil penelitian menunjukkan bahwa (1) perceived aesthetics memiliki pengaruh signifikan terhadap perceived ease of use penggunaan bank digital, (2) perceived aesthetics dan perceived ease of use memiliki pengaruh signifikan terhadap perceived usefulness penggunaan bank digital, (3) perceived usefulness, perceived ease of use, perceived security, dan integration memiliki pengaruh signifikan terhadap satisfaction penggunaan bank digital, sedangkan convenience value, economic benefits, dan perceived aesthetics tidak memiliki pengaruh signifikan terhadap satisfaction penggunaan bank digital, (4) satisfaction dan personal innovativeness memiliki pengaruh signifikan terhadap continuance intention penggunaan bank digital, dan (5) continuance intention memiliki pengaruh signifikan terhadap actual usage penggunaan bank digital. Untuk meningkatkan intensi keberlanjutan penggunaan, penyedia layanan bank digital harus fokus pada peningkatan kualitas layanan untuk meningkatkan kepuasan pengguna dan proaktif dalam mengadopsi teknologi serta fitur inovatif.

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Financial technology currently influences many aspects that include opportunities and challenges for individuals, businesses, and financial institutions themselves. In the banking business, the use of digital banks continues to increase as recorded in the net profit/loss of digital banks in Indonesia in the first semester of 2023, where it appears that the majority of digital bank issuers in Indonesia experienced positive growth. Information technology services in this financial technology (fintech) world are relatively new, so studies related to digital banks are still very limited, especially discussions regarding the continuance of their use. Therefore, the authors conducted this research in the hope of gaining new insights regarding fintech post-adoption. This research uses a mixed-method approach to gain an in-depth understanding of loyalty, which encapsulates the continuance intention to use and actual use of digital banks. Research variable identification data was collected through interviews with 13 digital bank user respondents and analyzed using thematic analysis. The results of the analysis were used to create a survey model that was validly filled out by 491 respondents, and the data was processed using covariance-based structural equation modeling (CB-SEM). Confirmation data was collected through interviews with 11 respondents taken from the survey respondents and analyzed using content analysis. This research uses two main perspectives, namely user satisfaction with external factors (perceived ease of use, perceived usefulness, perceived security, convenience value, economic benefits, integration, perceived aesthetics) and personal innovativeness. The research results show that (1) perceived aesthetics have a significant influence on the perceived ease of use of digital bank usage, (2) perceived aesthetics and perceived ease of use have a significant influence on the perceived usefulness of digital bank usage, (3) perceived usefulness, perceived ease of use, perceived security, and integration have a significant influence on satisfaction with digital bank usage, while convenience value, economic benefits, and perceived aesthetics do not have a significant influence on satisfaction with digital bank usage, (4) satisfaction and personal innovativeness have a significant influence on continuance intention of digital bank usage, and (5) continuance intention has a significant influence on actual usage of digital banks. To increase the intention to continue using, digital bank service providers must focus on improving service quality to increase user satisfaction and be proactive in adopting innovative technology and features."

"Pandemi COVID-19 di Indonesia berdampak signifikan pada sektor kesehatan, pendidikan, dan ekonomi. Kebijakan physical distancing dan dorongan untuk beraktivitas dari rumah memaksa masyarakat beradaptasi dengan teknologi digital. Penelitian ini bertujuan mengeksplorasi faktor-faktor yang memengaruhi keberlanjutan penggunaan layanan digital e-health, e-learning, dan e-wallet pasca pandemi COVID-19 di Indonesia. Model eksploratif dalam penelitian ini mengadopsi Expectation-Confirmation Model, dengan tambahan konstruk dari kerangka kerja Task Technology Fit, trust, dan habit yang diadaptasi dari penelitian sebelumnya. Responden terdiri dari 312 pengguna ketiga layanan tersebut yang telah menggunakan layanan ini sejak pandemi COVID-19. Analisis dilakukan menggunakan metode Partial Least Square Structural Equation Modelling (PLS-SEM) dengan bantuan SmartPLS 3. Hasil penelitian menunjukkan bahwa task characteristics, technology characteristics, task-technology fit, confirmation, dan satisfaction memengaruhi niat keberlanjutan penggunaan pada semua layanan yang diteliti. Namun, terdapat perbedaan hasil pada keterhubungan antara perceived usefulness dan continuance intention pada layanan e-wallet yang ditolak, serta trust dan continuance intention pada layanan e-health yang juga ditolak. Faktor yang tidak terbukti hipotesisnya pada seluruh layanan yang diteliti adalah hubungan antara trust dengan satisfaction dan habit dengan continuance intention. Penelitian ini dapat menjadi acuan di Indonesia untuk membandingkan faktor-faktor yang memengaruhi niat pengguna dalam melanjutkan penggunaan layanan digital pada berbagai jenis layanan.

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The COVID-19 pandemic in Indonesia has significantly impacted the health, education, and economic sectors. Physical distancing policies and the push for home-based activities have compelled society to adapt to digital technologies. This study aims to explore the factors influencing the users continuance intention to use digital services such as e-health, e-learning, and e-wallets post-COVID-19 in Indonesia. The exploratory model in this study adopts the Expectation-Confirmation Model, supplemented with constructs from the Task Technology Fit framework, trust, and habit, adapted from previous research. Respondents consist of 312 users of these three services who have used them since the COVID-19 pandemic. The analysis was conducted using the Partial Least Square Structural Equation Modelling (PLS-SEM) method with the help of SmartPLS 3 software. The results indicate that task characteristics, technology characteristics, task-technology fit, confirmation, and satisfaction influence the sustained intention to use across all services studied. However, there were differences in the relationships, with the relationship between perceived usefulness and continuance intention being rejected for e-wallets, and the relationship between trust and continuance intention being rejected for e-health services. Factors that did not prove their hypotheses across all services studied are the relationships between trust and satisfaction and between habit and continuance intention. This study can enrich as a reference in Indonesia for comparing the factors influencing users' intention to continue using digital services across different types of services. "

"Pandemi COVID-19 di Indonesia berdampak signifikan pada sektor kesehatan, pendidikan, dan ekonomi. Kebijakan physical distancing dan dorongan untuk beraktivitas dari rumah memaksa masyarakat beradaptasi dengan teknologi digital. Penelitian ini bertujuan mengeksplorasi faktor-faktor yang memengaruhi keberlanjutan penggunaan layanan digital e-health, e-learning, dan e-wallet pasca pandemi COVID-19 di Indonesia. Model eksploratif dalam penelitian ini mengadopsi Expectation-Confirmation Model, dengan tambahan konstruk dari kerangka kerja Task Technology Fit, trust, dan habit yang diadaptasi dari penelitian sebelumnya. Responden terdiri dari 312 pengguna ketiga layanan tersebut yang telah menggunakan layanan ini sejak pandemi COVID-19. Analisis dilakukan menggunakan metode Partial Least Square Structural Equation Modelling (PLS-SEM) dengan bantuan SmartPLS 3. Hasil penelitian menunjukkan bahwa task characteristics, technology characteristics, task-technology fit, confirmation, dan satisfaction memengaruhi niat keberlanjutan penggunaan pada semua layanan yang diteliti. Namun, terdapat perbedaan hasil pada keterhubungan antara perceived usefulness dan continuance intention pada layanan e-wallet yang ditolak, serta trust dan continuance intention pada layanan e-health yang juga ditolak. Faktor yang tidak terbukti hipotesisnya pada seluruh layanan yang diteliti adalah hubungan antara trust dengan satisfaction dan habit dengan continuance intention. Penelitian ini dapat menjadi acuan di Indonesia untuk membandingkan faktor-faktor yang memengaruhi niat pengguna dalam melanjutkan penggunaan layanan digital pada berbagai jenis layanan.

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The COVID-19 pandemic in Indonesia has significantly impacted the health, education, and economic sectors. Physical distancing policies and the push for home-based activities have compelled society to adapt to digital technologies. This study aims to explore the factors influencing the users continuance intention to use digital services such as e-health, e-learning, and e-wallets post-COVID-19 in Indonesia. The exploratory model in this study adopts the Expectation-Confirmation Model, supplemented with constructs from the Task Technology Fit framework, trust, and habit, adapted from previous research. Respondents consist of 312 users of these three services who have used them since the COVID-19 pandemic. The analysis was conducted using the Partial Least Square Structural Equation Modelling (PLS-SEM) method with the help of SmartPLS 3 software. The results indicate that task characteristics, technology characteristics, task-technology fit, confirmation, and satisfaction influence the sustained intention to use across all services studied. However, there were differences in the relationships, with the relationship between perceived usefulness and continuance intention being rejected for e-wallets, and the relationship between trust and continuance intention being rejected for e-health services. Factors that did not prove their hypotheses across all services studied are the relationships between trust and satisfaction and between habit and continuance intention. This study can enrich as a reference in Indonesia for comparing the factors influencing users' intention to continue using digital services across different types of services."

"Perkembangan pesat aplikasi mobile telah menjadi bagian penting dalam mendukung berbagai aktivitas, termasuk di industri telekomunikasi. Perusahaan pada industri telekomunikasi di Indonesia sendiri memiliki tantangan dalam menjaga tingkat customer churn yang tinggi. Faktor utama penyebab tingginya customer churn pada industri telekomunikasi adalah rendahnya tingkat customer experience dan loyalitas pelanggan yang rendah. Meskipun berbagai fitur telah dihadirkan oleh aplikasi mobile telekomunikasi seperti MyTelkomsel sebagai upaya peningkatan customer experience dan loyalitas pelanggan, tingkat kehilangan pelanggan di industri ini masih tinggi, sehingga diperlukan pemahaman mendalam mengenai faktor-faktor kualitas layanan mobile. Penelitian ini bertujuan untuk menganalisis pengaruh mobile service quality terhadap continuance intention pengguna aplikasi MyTelkomsel, yaitu aplikasi mobile telekomunikasi dari provider seluler dengan jumlah pengguna terbanyak di Indonesia. Dalam meneliti hal tersebut, tim peneliti menggunakan SERVQUAL theory, konstruk inertia, dan continuance intention yang diadaptasi dari berbagai penelitian terdahulu. Pengumpulan data kuantitatif dilakukan melalui kuesioner yang diisi oleh 487 responden dan data kualitatif melalui wawancara dengan 30 narasumber. Data kuantitatif dianalisis menggunakan metode Partial Least Square structural Equation Modelling (PLS-SEM) melalui perangkat lunak SmartPLS 4, sementara data kualitatif menggunakan metode content analysis. Hasil penelitian ini menunjukkan bahwa mobile service quality yang terdiri dari dua dimensi, yaitu application quality dan outcome quality berpengaruh terhadap continuance intention. Hasil penelitian ini diharapkan dapat menjadi masukan bagi penyedia layanan telekomunikasi, terkhusus pihak pengembang, mengenai aspek mobile service quality pada aplikasi mobile telekomunikasi apa saja yang dapat dikembangkan untuk meningkatkan niat keberlanjutan penggunaanya.

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The rapid development of mobile applications has become an essential part of supporting various activities, including in the telecommunications industry. Companies in the Indonesian telecommunications industry face the challenge of maintaining high customer churn rates. The main factors causing high customer churn in the telecommunications industry are the low level of customer experience and low customer loyalty. Although various features have been introduced by mobile telecommunication applications like MyTelkomsel in an effort to improve customer experience and loyalty, the rate of customer loss in this industry remains high. Therefore, a deep understanding of the factors influencing the quality of mobile services is necessary. This study aims to analyze the impact of mobile service quality on the continuance intention of MyTelkomsel users, which is the mobile application of the largest cellular provider in Indonesia. To investigate this, the research team employs the SERVQUAL theory. constructs inertia, and continuance intention adapted from previous studies. Quantitative data was collected through a questionnaire completed by 487 respondents and qualitative data through interviews with 30 informants. The quantitative data was analyzed using the Partial Least Square Structural Equation Modelling (PLS-SEM) method through the SmartPLS 4 software, while the qualitative data was analyzed using content analysis. The results of this study indicate that mobile service quality, comprising two dimensions: application quality and outcome quality, affects continuance intention. These findings are expected to provide insights for telecommunications service providers, especially developers, on which aspects of mobile service quality in mobile applications can be enhanced to increase users' continuance intention."

"Online grocery menjadi industri yang cepat pertumbuhannya sehingga sekarang menjadi potensi bisnis besar. Khususnya di Indonesia yang saat ini banyak perusahaan yang model bisnisnya menerapkan konsep online grocery. Online grocery secara luas sudah dikenal masyarakat Indonesia, tetapi masih belum diterima oleh mereka untuk penggunaan secara rutinitas. Hal ini menyebabkan beberapa perusahaan mengalami kesulitan bahkan menutup bisnisnya. Mengetahui hal tersebut, tujuan penelitian ini adalah untuk mengetahui faktor-faktor yang memengaruhi niat keberlanjutan dari masyarakat saat menggunakan aplikasi online grocery. Penelitian ini menggunakan model CB-SEM denga dasar teori yang memadukan expectation confirmation theory, service quality dan personalized product recommendation. Pengumpulan data dilakukan dengan kuesioner yang didistribusikan secara self-selection dan snowball sampling (N=285). Ditemukan bahwa personalized product recommendation dan system quality secara signifikan memengaruhi continuance intention melalui confirmation, customer satisfaction dan perceived usefulness. Disisi lain, security, privacy dan content quality tidak ditemukan pengaruh terhadap customer satisfaction yang akan memengaruhi continuance intention. Selain itu, hasil penelitian dapat memberi manfaat bagi akademisi dan praktisi dengan menghasilkan rekomendasi untuk meningkatkan continuance intention dengan mengevaluasi sistem rekomendasi serta mempertahankan service quality platform online grocery.

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Online grocery has become a fast-growing industry so now it is a big business potential. Especially in Indonesia that today many companies whose business models implement the concept of online groceries. Online Grocery is widely known to the Indonesian community, but still not accepted by them for routine use. This has caused some companies to have trouble even closing their. Knowing that, the aim of this research is to identify the factors that influence the sustainability intentions of people when using online grocery applications. The study uses the CB-SEM model on the basis of the theory that combines expectation confirmation theory, service quality and personalized product recommendation. Data collection was done using self-selection and snowball sampling (N=285) distributed questionnaires. It was found that personalized product recommendation and system quality significantly influenced continuuance intention through confirmation, customer satisfaction and perceived usefulness. In addition, research results can benefit academics and practitioners by generating recommendations to improve continuuance intention by evaluating recommendation systems as well asining service quality platform online grocery."