Human-Centred Decision Processes of International Tourists in Intelligent Transport Service Systems: The Roles of Perceived Quality, Adaptation Experience, and Continuance Intention

The rapid development of Intelligent Transport Service Systems (ITSSs) in China, alongside global urbanisation and growing international tourism, makes it important to understand what drives international tourists’ continued use of these systems. This study develops an extended Expectation–Confirmation Model by incorporating Perceived Quality (PQ) and Adaptation Experience (AE) as process-oriented constructs and tests it using survey data from 477 international tourists in Shanghai. The results show that Perceived Quality (PQ), Adaptation Experience (AE), Confirmation (CO), and Satisfaction (SA) significantly predict Continuance Intention (CI). Expectation (EX) affects Continuance Intention mainly indirectly through Perceived Quality and Confirmation rather than through a direct path. Adaptation Experience significantly predicts Continuance Intention, whereas its direct effect on Satisfaction is not significant. The findings indicate that international tourists particularly value system reliability, intuitive interfaces, and low-effort adaptation. The study suggests that operators and policymakers should improve information accuracy, interface usability, multilingual support, procedural transparency, and the integration of payment and authorisation functions to better align system performance with user expectations and strengthen the long-term internationalisation of ITSSs.