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Determinants of consumers’ intentions to use smartphones apps for flight ticket bookings

Author

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  • Hyeon-Mo Jeon
  • Faizan Ali
  • Shin-Woo Lee

Abstract

This study examines customers’ adoption and acceptance of smartphone apps to book their flight tickets. By integrating customers’ innovativeness, involvement and perceived trust as additional variables, this study extends the Unified Theory of Acceptance and Use of Technology (UTAUT) and proposes a theoretical model that includes seven explanatory variables of the customers’ behavioural intentions: performance expectancy, effort expectancy, social influence, facilitating conditions, customers’ innovativeness, customers’ involvement and perceived trust. Data were collected from 369 customers who had booked their flight tickets via smartphone apps and was further analysed by employing partial least squares (PLS). Findings suggest that performance expectancy, facilitating conditions, customer innovativeness and perceived trust are positive and significant determinants of customers’ intentions to book their flight tickets on smartphone apps. Accordingly, several important implications for academics and industry decision makers are formulated.

Suggested Citation

  • Hyeon-Mo Jeon & Faizan Ali & Shin-Woo Lee, 2019. "Determinants of consumers’ intentions to use smartphones apps for flight ticket bookings," The Service Industries Journal, Taylor & Francis Journals, vol. 39(5-6), pages 385-402, April.
    • Handle: RePEc:taf:servic:v:39:y:2019:i:5-6:p:385-402
    DOI: 10.1080/02642069.2018.1437908
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    Cited by:

    1. Anas A. Salameh & Naeem Hayat & Anis Ali, 2024. "Reconnoitering the Effects of Risk and Knowledge on Use Intention for E-money Services Among Saudi Arabian Residents," Business Perspectives and Research, , vol. 12(1), pages 133-148, January.
    2. Hermawan, Hary & , Santosa & Sinangjoyo, Nikasius Jonet, 2022. "The Significance of Tourism Attraction and Social Media Promotion on The Interest of Return Visit," OSF Preprints q5npu, Center for Open Science.
    3. Zhenshan Yang & Shuying Zhang & Jiaming Liu & Huijuan Sun, 2022. "Network of Tourism–Industrial Complex in Cities: Typologies and Implications through a Critical Literature Review," IJERPH, MDPI, vol. 19(9), pages 1-16, April.
    4. Javier Perez-Aranda & Eva M. González Robles & Pilar Alarcón Urbistondo, 2021. "Sport-related physical activity in tourism: an analysis of antecedents of sport based applications use," Information Technology & Tourism, Springer, vol. 23(1), pages 97-120, March.
    5. Suk Won Lee & Hye Jin Sung & Hyeon Mo Jeon, 2019. "Determinants of Continuous Intention on Food Delivery Apps: Extending UTAUT2 with Information Quality," Sustainability, MDPI, vol. 11(11), pages 1-15, June.
    6. Noorshella Che Nawi & Abdullah Al Mamun & Naeem Hayat & Linda Seduram, 2022. "Promoting Sustainable Financial Services Through the Adoption of eWallet Among Malaysian Working Adults," SAGE Open, , vol. 12(1), pages 21582440211, January.
    7. Jiang, Yonglei & Lu, Jing & Feng, Tao & Yang, Zhongzhen, 2020. "Determinants of wave-system structures of network airlines at hub airports," Journal of Air Transport Management, Elsevier, vol. 88(C).
    8. Hyeon Mo Jeon & Hye Jin Sung & Hyun Young Kim, 2020. "Customers’ acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness," Service Business, Springer;Pan-Pacific Business Association, vol. 14(4), pages 533-551, December.
    9. Abdul Waheed Siyal & Chen Hongzhuan & Chen Gang, 2021. "From Consumer Satisfaction to Recommendation of Mobile App–Based Services: An Overview of Mobile Taxi Booking Apps," SAGE Open, , vol. 11(1), pages 21582440211, March.
    10. 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.
    11. Haider Ali Abbasi & Satirenjit Kaur Johl & Zullina Bt Hussain Shaari & Wajiha Moughal & Muhammad Mazhar & Muhammad Ali Musarat & Waqas Rafiq & Asaad Salam Farooqi & Alexey Borovkov, 2021. "Consumer Motivation by Using Unified Theory of Acceptance and Use of Technology towards Electric Vehicles," Sustainability, MDPI, vol. 13(21), pages 1-22, November.
    12. Siyal, Abdul Waheed & Chen, Hongzhuan & Jamal Shah, Syed & Shahzad, Fakhar & Bano, Shaher, 2024. "Customization at a glance: Investigating consumer experiences in mobile commerce applications," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    13. Mehra, Aashish & Rajput, Sneha & Paul, Justin, 2022. "Determinants of adoption of latest version smartphones: Theory and evidence," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    14. Shi-Woei Lin & Januardi Januardi, 2023. "Two-period pricing and utilization decisions in a dual-channel service-only supply chain," Central European Journal of Operations Research, Springer;Slovak Society for Operations Research;Hungarian Operational Research Society;Czech Society for Operations Research;Österr. Gesellschaft für Operations Research (ÖGOR);Slovenian Society Informatika - Section for Operational Research;Croatian Operational Research Society, vol. 31(2), pages 605-635, June.

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