IDEAS home Printed from https://ideas.repec.org/a/eee/ininma/v36y2016i6p1350-1359.html
   My bibliography  Save this article

What keeps the mobile hotel booking users loyal? Investigating the roles of self-efficacy, compatibility, perceived ease of use, and perceived convenience

Author

Listed:
  • Ozturk, Ahmet Bulent
  • Bilgihan, Anil
  • Nusair, Khaldoon
  • Okumus, Fevzi

Abstract

With the advancements in mobile technologies, mobile hotel booking (MHB) has become an important distribution channel for hotels and online travel agencies (OTAs). Understanding MHB users’ loyalty intentions toward this technology has become equally important for MHB service providers, as it is essential for them to retain their customers. However, existing literature in the context of mobile booking has mainly focused on the adoption and acceptance of this technology. The purpose of this paper is to empirically test a research model that incorporates antecedents of mobile shopping loyalty in a hotel booking context. The proposed model was tested through structural equation modeling (SEM) by using empirical data collected from 396 MHB users. Study results revealed that convenience, compatibility, and perceived ease of use (PEOU) had a significant impact on the users’ loyalty intentions toward MHB technology. In addition, compatibility significantly influenced PEOU and convenience and PEOU had a significant impact on loyalty and convenience. Study results provide valuable theoretical and practical implications for various players in the hotel and travel industry including hoteliers, OTAs, mobile app developers and hospitality technology vendors.

Suggested Citation

  • Ozturk, Ahmet Bulent & Bilgihan, Anil & Nusair, Khaldoon & Okumus, Fevzi, 2016. "What keeps the mobile hotel booking users loyal? Investigating the roles of self-efficacy, compatibility, perceived ease of use, and perceived convenience," International Journal of Information Management, Elsevier, vol. 36(6), pages 1350-1359.
    • Handle: RePEc:eee:ininma:v:36:y:2016:i:6:p:1350-1359
    DOI: 10.1016/j.ijinfomgt.2016.04.005
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0268401216301979
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.ijinfomgt.2016.04.005?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Igbaria, M. & Iivari, J., 1995. "The effects of self-efficacy on computer usage," Omega, Elsevier, vol. 23(6), pages 587-605, December.
    2. Viswanath Venkatesh, 2000. "Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model," Information Systems Research, INFORMS, vol. 11(4), pages 342-365, December.
    3. Gordon Xu & Jairo A. Gutierrez, 2006. "An Exploratory Study of Killer Applications and Critical Success Factors in M-Commerce," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 4(3), pages 63-79, July.
    4. Pan, Yue & Sheng, Simon & Xie, Frank T., 2012. "Antecedents of customer loyalty: An empirical synthesis and reexamination," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 150-158.
    5. Wang, Yi-Shun & Li, Hsien-Ta & Li, Ci-Rong & Zhang, Ding-Zhong, 2016. "Factors affecting hotels' adoption of mobile reservation systems: A technology-organization-environment framework," Tourism Management, Elsevier, vol. 53(C), pages 163-172.
    6. Ritu Agarwal & V. Sambamurthy & Ralph M. Stair, 2000. "Research Report: The Evolving Relationship Between General and Specific Computer Self-Efficacy—An Empirical Assessment," Information Systems Research, INFORMS, vol. 11(4), pages 418-430, December.
    7. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    8. Bilgihan, Anil & Barreda, Albert & Okumus, Fevzi & Nusair, Khaldoon, 2016. "Consumer perception of knowledge-sharing in travel-related Online Social Networks," Tourism Management, Elsevier, vol. 52(C), pages 287-296.
    9. Dale L. Goodhue, 1995. "Understanding User Evaluations of Information Systems," Management Science, INFORMS, vol. 41(12), pages 1827-1844, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Meena, Rahul & Sarabhai, Samar, 2023. "Extrinsic and intrinsic motivators for usage continuance of hedonic mobile apps," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    2. Kim, Minseong & Kim, Hyung-Min, 2022. "What online game spectators want from their twitch streamers: Flow and well-being perspectives," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    3. Hoang, Sinh Duc & Dey, Sandeep Kumar & Tučková, Zuzana & Pham, Tien Phat, 2023. "Harnessing the power of virtual reality: Enhancing telepresence and inspiring sustainable travel intentions in the tourism industry," Technology in Society, Elsevier, vol. 75(C).
    4. Jeong, Dayun & Ko, Eunju & Taylor, Charles R., 2023. "Don't touch the Merchandise! Factors associated with consumer preference for contact free shopping," Journal of Business Research, Elsevier, vol. 154(C).
    5. Jabbar, Abdul & Geebren, Ahmed & Hussain, Zahid & Dani, Samir & Ul-Durar, Shajara, 2023. "Investigating individual privacy within CBDC: A privacy calculus perspective," Research in International Business and Finance, Elsevier, vol. 64(C).
    6. Saito, Taiga & Takahashi, Akihiko & Koide, Noriaki & Ichifuji, Yu, 2019. "Application of online booking data to hotel revenue management," International Journal of Information Management, Elsevier, vol. 46(C), pages 37-53.
    7. Wang, Qian & Chen, Hang, 2022. "Better or Worse? Effects of online promotion habits on customer value: An empirical study," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    8. Sharma, Mahak & Antony, Rose & Sehrawat, Rajat & Cruz, Angel Contreras & Daim, Tugrul U., 2022. "Exploring post-adoption behaviors of e-service users: Evidence from the hospitality sector /online travel services," Technology in Society, Elsevier, vol. 68(C).
    9. Xinyan Zhang & Shun Ouyang & Pimtong Tavitiyaman, 2022. "Impact of COVID-19 Pandemic on Generation Z Employees’ Perception and Behavioral Intention toward Advanced Information Technologies in Hotels," Tourism and Hospitality, MDPI, vol. 3(2), pages 1-18, April.
    10. Syed Imran Zaman & Sharfuddin Ahmed Khan & Sahar Qabool & Himanshu Gupta, 2023. "How digitalization in banking improve service supply chain resilience of e-commerce sector? a technological adoption model approach," Operations Management Research, Springer, vol. 16(2), pages 904-930, June.
    11. Vinoi, Nivin & Shankar, Amit & Khalil, Ashraf & Mehrotra, Ankit & Kumar, Jitender, 2024. "Holding on to your memories: Factors influencing social media hoarding behaviour," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    12. Türker, Cansu & Altay, Burak Can & Okumuş, Abdullah, 2022. "Understanding user acceptance of QR code mobile payment systems in Turkey: An extended TAM," Technological Forecasting and Social Change, Elsevier, vol. 184(C).
    13. Nafiz A.Ali Ahmad & Abdelrahim M. Zabadi, 2022. "Using the Technology Acceptance Model (TAM) in Understanding the Preschool Teachers in Palestine Technology' Acceptance during the COVID-19 pandemic," Eximia Journal, Plus Communication Consulting SRL, vol. 4(1), pages 63-83, April.
    14. Wang, Le & Yan, Jie & Lin, Jun & Cui, Wentian, 2017. "Let the users tell the truth: Self-disclosure intention and self-disclosure honesty in mobile social networking," International Journal of Information Management, Elsevier, vol. 37(1), pages 1428-1440.
    15. Asrar Ahmed Sabir & Iftikhar Ahmad & Hassan Ahmad & Muhammad Rafiq & Muhammad Asghar Khan & Neelum Noreen, 2023. "Consumer Acceptance and Adoption of AI Robo-Advisors in Fintech Industry," Mathematics, MDPI, vol. 11(6), pages 1-24, March.
    16. Baabdullah, Abdullah M. & Alalwan, Ali Abdallah & Rana, Nripendra P. & Kizgin, Hatice & Patil, Pushp, 2019. "Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model," International Journal of Information Management, Elsevier, vol. 44(C), pages 38-52.
    17. Qingyu Zhang & Salman Khan & Mei Cao & Safeer Ullah Khan, 2023. "Factors Determining Consumer Acceptance of NFC Mobile Payment: An Extended Mobile Technology Acceptance Model," Sustainability, MDPI, vol. 15(4), pages 1-18, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Meng Tao & Muhammad Zahid Nawaz & Shahid Nawaz & Asad Hassan Butt & Hassan Ahmad, 2018. "Users’ acceptance of innovative mobile hotel booking trends: UK vs. PRC," Information Technology & Tourism, Springer, vol. 20(1), pages 9-36, December.
    2. Kerstin Pezoldt & Jana Schliewe, 2012. "Akzeptanz von Self-Service-Technologien: State of the Art," Schmalenbach Journal of Business Research, Springer, vol. 64(2), pages 205-253, March.
    3. Neill, William D. & Richard, James E., 2012. "Intranet portals: Marketing and managing individuals’ acceptance and use," Australasian marketing journal, Elsevier, vol. 20(2), pages 147-157.
    4. Lee, Kyootai & Yan, Aihua & Joshi, Kailash, 2011. "Understanding the dynamics of users’ belief in software application adoption," International Journal of Information Management, Elsevier, vol. 31(2), pages 160-170.
    5. Mäntymäki, Matti & Salo, Jari, 2013. "Purchasing behavior in social virtual worlds: An examination of Habbo Hotel," International Journal of Information Management, Elsevier, vol. 33(2), pages 282-290.
    6. Aini Farmania & Riska Dwinda Elsyah & Ananda Fortunisa, 2022. "The Phenomenon of Technostress during the COVID-19 Pandemic Due to Work from Home in Indonesia," Sustainability, MDPI, vol. 14(14), pages 1-21, July.
    7. Guych Nuryyev & Yu-Ping Wang & Jennet Achyldurdyyeva & Bih-Shiaw Jaw & Yi-Shien Yeh & Hsien-Tang Lin & Li-Fan Wu, 2020. "Blockchain Technology Adoption Behavior and Sustainability of the Business in Tourism and Hospitality SMEs: An Empirical Study," Sustainability, MDPI, vol. 12(3), pages 1-21, February.
    8. McLean, Graeme & Osei-Frimpong, Kofi & Al-Nabhani, Khalid & Marriott, Hannah, 2020. "Examining consumer attitudes towards retailers' m-commerce mobile applications – An initial adoption vs. continuous use perspective," Journal of Business Research, Elsevier, vol. 106(C), pages 139-157.
    9. Sharath Sasidharan & Radhika Santhanam & Daniel J. Brass & Vallabh Sambamurthy, 2012. "The Effects of Social Network Structure on Enterprise Systems Success: A Longitudinal Multilevel Analysis," Information Systems Research, INFORMS, vol. 23(3-part-1), pages 658-678, September.
    10. Yoon, Jeewhan & Vonortas, Nicholas S. & Han, SungWon, 2020. "Do-It-Yourself laboratories and attitude toward use: The effects of self-efficacy and the perception of security and privacy," Technological Forecasting and Social Change, Elsevier, vol. 159(C).
    11. Irfan Bashir & C. Madhavaiah, 2014. "Determinants of Young Consumers’ Intention to Use Internet Banking Services in India," Vision, , vol. 18(3), pages 153-163, September.
    12. T. G. Saji & Deepa Paul, 2018. "Behavioural Intention to the Use of Mobile Banking in Kerala: An Application of Extended Classical Technology Acceptance Model," Metamorphosis: A Journal of Management Research, , vol. 17(2), pages 111-119, December.
    13. Lionel P. Robert Jr. & Tracy Ann Sykes, 2017. "Extending the Concept of Control Beliefs: Integrating the Role of Advice Networks," Information Systems Research, INFORMS, vol. 28(1), pages 84-96, March.
    14. Wu, Kewen & Zhao, Yuxiang & Zhu, Qinghua & Tan, Xiaojie & Zheng, Hua, 2011. "A meta-analysis of the impact of trust on technology acceptance model: Investigation of moderating influence of subject and context type," International Journal of Information Management, Elsevier, vol. 31(6), pages 572-581.
    15. Andrei OGREZEANU, 2015. "Models Of Technology Adoption: An Integrative Approach," Network Intelligence Studies, Romanian Foundation for Business Intelligence, Editorial Department, issue 5, pages 55-67, June.
    16. Hsiao, Chun Hua & Yang, Chyan, 2011. "The intellectual development of the technology acceptance model: A co-citation analysis," International Journal of Information Management, Elsevier, vol. 31(2), pages 128-136.
    17. Peng, Zeyu & Sun, Yongqiang & Guo, Xitong, 2018. "Antecedents of employees’ extended use of enterprise systems: An integrative view of person, environment, and technology," International Journal of Information Management, Elsevier, vol. 39(C), pages 104-120.
    18. Weiyin Hong & Frank K. Y. Chan & James Y. L. Thong & Lewis C. Chasalow & Gurpreet Dhillon, 2014. "A Framework and Guidelines for Context-Specific Theorizing in Information Systems Research," Information Systems Research, INFORMS, vol. 25(1), pages 111-136, March.
    19. Agarwal, Reeti & Rastogi, Sanjay & Mehrotra, Ankit, 2009. "Customers’ perspectives regarding e-banking in an emerging economy," Journal of Retailing and Consumer Services, Elsevier, vol. 16(5), pages 340-351.
    20. Nan Zhang & Xunhua Guo & Guoqing Chen, 2011. "Why adoption and use behavior of IT/IS cannot last?—two studies in China," Information Systems Frontiers, Springer, vol. 13(3), pages 381-395, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:ininma:v:36:y:2016:i:6:p:1350-1359. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/international-journal-of-information-management .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.