Unpacking task-technology fit: how hotel booking mobile applications’ agility and resilience strengthen trust and stickiness

Purpose This study aims to investigate how the agility and resilience of mobile applications influence task-technology fit and, subsequently, affect trust and customer stickiness in the context of hotel booking mobile applications. It also explores the mediating role of trust in the relationship between task-technology fit and customer stickiness, as well as the moderating role of perceived diagnosticity in the link between task-technology fit and trust. Design/methodology/approach Data were collected through an online survey using the tSurvey.id® platform, yielding 510 valid responses from users across Indonesia. The data were analyzed applying partial least squares structural equation modeling to test the proposed hypotheses. Findings The findings confirm all hypotheses. Both agility and resilience positively enhance task-technology fit. In turn, task-technology fit positively influences customer stickiness, both directly and indirectly through trust. In addition, perceived diagnosticity moderates the relationship between task-technology fit and trust, such that the effect is stronger when perceived diagnosticity is high. Originality/value This study extends task-technology fit theory by introducing the dynamic capabilities of agility and resilience as novel antecedents, shifting the focus beyond traditional task and technology characteristics. The study also contributes by examining user stickiness as a sustained behavioral outcome of task-technology fit, a relatively underexplored area. Moreover, it identifies trust as a key mediating mechanism and perceived diagnosticity as a critical boundary condition, highlighting that the trust-enhancing effect of task-technology is contingent upon users’ perceptions of information quality.