Antecedents and consequences of user engagement in smartphone travel apps

Faizan Ali; Abraham Terrah; Chengzhong Wu; Laiba Ali; Hui Wu

doi:10.1108/jhtt-09-2020-0221

journal article Feb 09, 2021

Antecedents and consequences of user engagement in smartphone travel apps

Faizan Ali

Abraham Terrah Chengzhong Wu Laiba Ali Hui Wu

Journal of Hospitality and Tourism Technology Vol. 12 No. 2 pp. 355-371 · Emerald

View at Publisher Save 10.1108/jhtt-09-2020-0221

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.

Topics

No keywords indexed for this article. Browse by subject →

References

80

[1]

"The love prototype revisited: a qualitative exploration of contemporary folk psychology" Marketing Letters (2005)

[2]

"The role of brand love in consumer‐brand relationships" Journal of Consumer Marketing (2013)

[3]

"When consumers love their brands: exploring the concept and its dimensions" Journal of Business Research (2008) 10.1016/j.jbusres.2007.09.014

[4]

"Linking social media marketing activities with brand love: the mediating role of self-expressive brands" Kybernetes (2017) 10.1108/k-04-2017-0130

[5]

"Hotel website quality, perceived flow, customer satisfaction and purchase intention" Journal of Hospitality and Tourism Technology (2016) 10.1108/jhtt-02-2016-0010

[6]

"A comparative study of covariance and partial least squares based structural equation modelling in hospitality and tourism research" International Journal of Contemporary Hospitality Management (2018) 10.1108/ijchm-08-2016-0409

[7]

"Response rates in hospitality research: an overview of current practice and suggestions for future research" Cornell Hospitality Quarterly (2020)

[8]

"Mobile banking service quality and customer relationships" International Journal of Bank Marketing (2017) 10.1108/ijbm-10-2015-0150

[9]

"Antecedents and consequences of destination brand love – a case study from finnish Lapland" Tourism Management (2018) 10.1016/j.tourman.2018.01.003

[10]

"Generating brand awareness in online social networks" Computers in Human Behavior (2015) 10.1016/j.chb.2015.03.023

[11]

"Brand love" Journal of Marketing (2012) 10.1509/jm.09.0339

[12]

"The effectiveness of branded mobile phone apps" Journal of Interactive Marketing (2011) 10.1016/j.intmar.2011.06.001

[13]

"Consumer engagement in a virtual brand community: an exploratory analysis" Journal of Business Research (2013) 10.1016/j.jbusres.2011.07.029

[14]

"How to capture consumer experiences: a context-specific approach to measuring engagement: predicting consumer behavior across qualitatively different experiences" Journal of Advertising Research (2016) 10.2501/jar-2015-028

[15]

"Some antecedents and outcomes of brand love" Marketing Letters (2006) 10.1007/s11002-006-4219-2

[16]

"Success of IoT in smart cities of India: an empirical analysis" Government Information Quarterly (2018) 10.1016/j.giq.2018.05.002

[17]

"Assessing reflective models in marketing research: a comparison between pls and plsc estimates" International Journal of Business and Society (2018)

[18]

"Online group buying behavior in CC2B e-commerce: understanding consumer motivations" Journal of Internet Commerce (2012) 10.1080/15332861.2012.729465

[19]

"Understanding consumer intention in online shopping: a respecification and validation of the DeLone and McLean model" Behaviour and Information Technology (2009) 10.1080/01449290701850111

[20]

"Exploring the determinants of usage continuance willingness for location-based apps: a case study of bicycle-based exercise apps" Journal of Retailing and Consumer Services (2020) 10.1016/j.jretconser.2020.102097

[21]

"Promoting sales of online games through customer engagement" Electronic Commerce Research and Applications (2015) 10.1016/j.elerap.2015.03.001

[22]

D’Ambrosio, R. (2018), “Digital customer service is becoming the travel industry standard. Travel market report: the voice of the travel advisor”, available at: https://www.travelmarketreport.com/articles/Digital-Customer-Service-is-Becoming-the-Travel-Industry-Standard

[23]

"Mobile users’ information privacy concerns and the role of app permission requests" International Journal of Information Management (2020) 10.1016/j.ijinfomgt.2019.05.010

[24]

"Information systems success: the quest for the dependent variable" Information Systems Research (1992) 10.1287/isre.3.1.60

[25]

The DeLone and McLean Model of Information Systems Success: A Ten-Year Update

Journal of Management Information Systems 2003 10.1080/07421222.2003.11045748

[26]

"The relations between customer engagement, perceived value, and satisfaction: the case of mobile applications" Procedia – Social and Behavioral Sciences (2015) 10.1016/j.sbspro.2015.11.469

[27]

"Virtual travel community members’ stickiness behaviour: how and when it develops" International Journal of Hospitality Management (2020) 10.1016/j.ijhm.2020.102535

[28]

"The role of information technology in e-learning systems success" Human Systems Management (2012)

[29]

"Design and performance attributes driving mobile travel application engagement" International Journal of Information Management (2017) 10.1016/j.ijinfomgt.2017.03.003

[30]

"Online information quality and consumer satisfaction: the moderating roles of contextual factors–a meta-analysis" Information and Management (2015) 10.1016/j.im.2015.07.001

[31]

"Organizational impact of system quality, information quality, and service quality" The Journal of Strategic Information Systems (2010) 10.1016/j.jsis.2010.05.001

[32]

Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation

Linda D. Hollebeek, Mark S. Glynn, Roderick J. Brodie

Journal of Interactive Marketing 2014 10.1016/j.intmar.2013.12.002

[33]

How gamification marketing activities motivate desirable consumer behaviors: Focusing on the role of brand love

Chia-Lin Hsu, Mu-Chen Chen

Computers in Human Behavior 2018 10.1016/j.chb.2018.06.037

[34]

"The impacts of brand experiences on brand loyalty: mediators of brand love and trust" Management Decision (2017)

[35]

The impact of online brand community characteristics on customer engagement: An application of Stimulus-Organism-Response paradigm

Jamid Ul Islam, Zillur Rahman

Telematics and Informatics 2017 10.1016/j.tele.2017.01.004

[36]

"Customer engagement in the service context: an empirical investigation of the construct, its antecedents, and consequences" Journal of Retailing and Consumer Services (2019) 10.1016/j.jretconser.2019.05.018

[37]

"Engagement as a design concept for multimedia" Canadian Journal of Educational Communication (1995)

[38]

"Determinants of consumers’ intentions to use smartphones apps for flight ticket bookings" The Service Industries Journal (2019)

[39]

"Examining the antecedents and consequences of mobile app engagement" Telematics and Informatics (2018) 10.1016/j.tele.2017.10.008

[40]

A study of mobile user engagement (MoEN): Engagement motivations, perceived value, satisfaction, and continued engagement intention

Young Hoon Kim, Dan J. Kim, Kathy Wachter

Decision Support Systems 2013 10.1016/j.dss.2013.07.002

[41]

"A study of the impacts of website quality on customer relationship performance" Total Quality Management and Business Excellence (2009) 10.1080/14783360903181784

[42]

"e-Learning continuance intention: moderating effects of user e-learning experience" Computers and Education (2011) 10.1016/j.compedu.2010.09.017

[43]

"Determinants of success for online communities: an empirical study" Behaviour and Information Technology (2006) 10.1080/01449290500330422

[44]

"Feature selection based on quality of information" Neurocomputing (2017) 10.1016/j.neucom.2016.11.001

[45]

"Antecedents and outcomes of online brand engagement" Online Information Review (2017) 10.1108/oir-08-2016-0236

[46]

"Goodbye maps, hello apps? Exploring the influential determinants of travel app adoption" Current Issues in Tourism (2015) 10.1080/13683500.2015.1043248

[47]

"The measurement of web-customer satisfaction: an expectation and disconfirmation approach" Information Systems Research (2002) 10.1287/isre.13.3.296.76

[48]

"Distinguishing the effects of B2B information quality, system quality, and service outcome quality on trust and distrust" The Journal of Strategic Information Systems (2017) 10.1016/j.jsis.2017.01.001

[49]

"Examining the determinants and outcomes of mobile app engagement – a longitudinal perspective" Computers in Human Behavior (2018) 10.1016/j.chb.2018.03.015

[50]

(1974)

Showing 50 of 80 references

Metrics

59

Citations

80

References

Details

Published: Feb 09, 2021
Vol/Issue: 12(2)
Pages: 355-371
License: View

Authors

Cite This Article

Faizan Ali, Abraham Terrah, Chengzhong Wu, et al. (2021). Antecedents and consequences of user engagement in smartphone travel apps. Journal of Hospitality and Tourism Technology, 12(2), 355-371. https://doi.org/10.1108/jhtt-09-2020-0221

Antecedents and consequences of user engagement in smartphone travel apps

You May Also Like