Enhancing Gen Z’s Continuance Intention in Health Applications: The Mediating Role of Personalized Experiences

Ayuningtyas Yuli Hapsari (), Ratih Hurriyati, Heny Hendrayati and Mokh Adib Sultan
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Ayuningtyas Yuli Hapsari: Universitas Pendidikan Indonesia
Ratih Hurriyati: Universitas Pendidikan Indonesia
Heny Hendrayati: Universitas Pendidikan Indonesia
Mokh Adib Sultan: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024), 2025, pp 342-354 from Springer

Abstract: Abstract This study explores the impact of perceived credibility on the continuance intention of m-health applications among Generation Z (Gen Z) users, with personalized experience as a mediating factor. As the adoption of m-health applications continues to rise, particularly among tech-savvy Gen Z, understanding the determinants of sustained usage is crucial for developers and healthcare providers. Grounded in the Technology Acceptance Model (TAM), this research examines how the perceived credibility of m-health applications influences users’ intention to continue using these platforms and how personalized experiences mediate this relationship. Data were collected through quantitative surveys and qualitative interviews from a representative sample of Gen Z users. Quantitative analysis was conducted using structural equation modeling (SEM) to test the proposed hypotheses, while qualitative insights provided a richer understanding of user experiences and perceptions. The results reveal that perceived credibility significantly impacts continuance intention by mediating personalized experiences. This study contributes to the literature on m-health application usage by elucidating the roles of credibility and personalization in driving long-term engagement among Gen Z users. The insights derived can inform the design and development of more trustworthy and user-centered m-health solutions, ultimately leading to better health outcomes and higher user retention rates. Future research should consider longitudinal studies to assess the enduring impacts of these factors and explore additional demographic variables that may affect m-health application use.

Keywords: Applications Credibility; Continuance Intention; Generation Z; M-Health Applications; Personalized Experience (search for similar items in EconPapers)
Date: 2025
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DOI: 10.2991/978-94-6463-817-2_42

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