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Functionality and usability features of ubiquitous mobile technologies: the acceptance of interactive travel apps

Mark Anthony Camilleri (Department of Corporate Communication, Faculty for Media and Knowledge Sciences, University of Malta, Msida, Malta; Business School, University of Edinburgh, Edinburgh, UK and Medill School of Journalism, Media and Integrated Marketing Communications, Northwestern University, Evanston, Illinois, USA)
Ciro Troise (Department of Management, University of Turin, Turin, Italy)
Metin Kozak (Department of Advertising, Kadir Has University, Istanbul, Turkey)

Journal of Hospitality and Tourism Technology

ISSN: 1757-9880

Article publication date: 24 January 2023

Issue publication date: 17 February 2023




Customers are increasingly using mobile applications (apps) to compare prices of travel and hospitality services and to purchase their itineraries, tours and stays. This study aims to explore key factors affecting the individuals’ perceptions on the usefulness of travel apps and sheds light on the causal paths predicting the individuals’ dispositions to use them.


Quantitative data was gathered from 1,320 research participants, who were members of popular social media groups. They were analyzed through a composite-based partial least squares approach.


The results confirm that information quality, source credibility and the functionality of travel apps are significantly affecting the individuals’ perceptions about their usefulness as well as their intentions to continue using them in future. They also indicate that there are highly significant indirect effects within the information technology adoption model.

Research limitations/implications

This study integrates the information quality and source credibility factors from the information adoption model (IAM) with a functionality construct that was drawn from electronic service quality. This study examines their effects on the technology acceptance model (TAM)’s perceived usefulness and behavioral intentions.

Practical implications

This research implies that there is scope for the travel service providers to enhance the quality and functionality of their mobile apps to improve their consumers’ perceptions about the utilitarian value of these ubiquitous technologies.


This contribution raises awareness on the importance of incorporating a functionality construct in addition to IAM and/or TAM “usability” factors to better understand the individuals’ dispositions to avail themselves of online content and/or to adopt interactive innovations. In this case, it implies that certain functionality features of travel apps, including their responsiveness and technical capabilities, can trigger users to increase their engagement with these mobile technologies on a habitual basis.


客户越来越多地使用移动应用程序 (apps) 来比较旅行和酒店服务的价格, 并购买他们的行程、旅游和住宿。 本研究探讨了影响个人对旅行应用程序有用性看法的关键因素, 并阐明了预测个人使用这些应用程序的倾向的因果路径。


本研究从 1,320 名流行社交媒体团体的成员作为研究参与者收集了定量数据。 通过基于复合材料的偏最小二乘法 (PLS) 方法对它们进行了分析。


结果证实, 信息质量、来源可信度和旅游应用程序的功能显着影响个人对其有用性的看法以及他们未来继续使用它们的意图。 它们还表明, 信息技术采用模型 (ITAM) 中存在非常显着的间接影响。


这项研究表明, 旅游服务提供商可以提高其移动应用程序的质量和功能, 以提高消费者对这些无处不在的技术的实用价值的看法。


本研究将来自信息采用模型 (IAM) 的信息质量和来源可信度因素与从电子服务质量 (eSERVQUAL) 中提取的功能结构相结合。 本研究检查了它们对技术接受模型 (TAM) 的感知有用性和行为意图的影响。


这一贡献提高了人们对在 IAM 和/或 TAM“可用性”因素之外加入功能结构的重要性的认识, 以更好地了解个人利用在线内容和/或采用交互式创新的倾向。 在这种情况下, 这意味着旅游应用程序的某些功能特性(包括响应能力和技术能力)可以触发用户习惯性地增加对这些移动技术的参与。



The authors thank the editors, associate editors as well as their reviewers, for their constructive remarks and suggestions. Their feedback was greatly appreciated.

Conflict of interest: The authors declare that they have no conflicts of interest.

Research ethics: This research was carried out in accordance with the principles stated in the Declaration of Helsinki, and it is congruent with the European Union’s General Data Protection Regulations (GDPR). Ethical approval was obtained for all protocols from the University of Malta’s Research Ethics Committee on April 5, 2021.


Camilleri, M.A., Troise, C. and Kozak, M. (2023), "Functionality and usability features of ubiquitous mobile technologies: the acceptance of interactive travel apps", Journal of Hospitality and Tourism Technology, Vol. 14 No. 2, pp. 188-207.



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