Abstract
Purpose: This study aims to test the effect of system quality, information quality and service quality on user engagement and its effect on smartphone travel apps’ satisfaction, love and behavioral intentions. Design/methodology/approach: Using the self-selection sampling technique, data was collected from 417 respondents recruited via Amazon Mechanical Turk. Data was subjected to partial least squares based structural equation modeling. Findings: Results indicate that system quality, information quality and service quality have a significantly positive impact on user engagement with smartphone travel apps. Moreover, user engagement has a positive and significant impact on smartphone app satisfaction, smartphone app love and behavioral intentions. Originality/value: This is the first study to integrate DeLone and McLean (2003) updated information system success model and stimulus-organism-response model to propose a holistic model of user’s engagement with smartphone travel apps.
| Original language | English |
|---|---|
| Pages (from-to) | 355-371 |
| Number of pages | 17 |
| Journal | Journal of Hospitality and Tourism Technology |
| Volume | 12 |
| Issue number | 2 |
| DOIs | |
| State | Published - 2021 |
| Externally published | Yes |
Bibliographical note
Publisher Copyright:© 2021, Emerald Publishing Limited.
Keywords
- Information system success model
- S-O-R framework
- Smartphone app love
- Smartphone travel apps
- User engagement
ASJC Scopus subject areas
- Information Systems
- Tourism, Leisure and Hospitality Management
- Computer Science Applications