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Article
Publication date: 12 March 2018

Hamid Rizal, Soffri Yussof, Hanudin Amin and Ku Chen-Jung

Drawing from DeLone and McLean’s Theory of Information System Success, this study aims to develop a theoretical model of electronic word of mouth (eWOM) for the homestay lodging.

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Abstract

Purpose

Drawing from DeLone and McLean’s Theory of Information System Success, this study aims to develop a theoretical model of electronic word of mouth (eWOM) for the homestay lodging.

Design/methodology/approach

The study examines the relationship between information quality, system quality and electronic service quality towards user’s satisfaction and eWOM intentions. Data were collected from homestay lodgers in Malaysia.

Findings

Results indicate that the effects of information quality and e-service quality on satisfaction are of significance, in turn affects eWOM intention. System quality, however, is not a driver of satisfaction.

Research limitations/implications

This study contains three limitations that provide direction for future studies. The details are provided.

Practical implications

The results provide a direction to the service providers at improving their services for customers’ satisfaction and loyalty.

Originality/value

The study offers fresh new insights on eWOM intentions from a homestay lodging perspective in Malaysia.

研究目的

本研究以DeLone和McLean的信息系统成功模型为基础,建立民宿产业的电子口碑营销理论模型。

研究设计/方法/途径

本研究鉴定了信息质量、系统质量、以及在线服务质量对于用户满意度和电子口碑营销的影响。样本取自于马拉西亚的民宿业主。

研究结果

本研究结果表明信息质量和在线服务质量对于用户满意度以及电子口碑营销有着显著效果。然而,系统质量并不是导致用户满意度的必然因素。

研究理论限制/意义

本研究存在三项限制,细节在文中已详述。这三项限制为未来研究提供指导方向。

研究实际意义

本研究结果对于服务提供商增强服务,提高消费者满意度和忠诚度,有着指导意义。

研究原创性/价值

本研究从马拉西亚民宿业为调查背景,对电子口碑营销提供新视角。

Details

Journal of Hospitality and Tourism Technology, vol. 9 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 9 February 2021

Faizan Ali, Abraham Terrah, Chengzhong Wu, Laiba Ali and Hui Wu

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…

1911

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.

研究目的

本论文旨在检测智能手机旅游app的系统质量、信息质量、和服务质量对于用户参与度的作用, 以及其对app满意度、喜爱、和行为意愿的作用。

研究设计/方法/途径

本论文采用自选取样技术, 通过Amazon Mechanical Turk共搜集417分问卷。本论文采用PLS-SEM分析数据。

研究结果

研究结果表明, 系统质量、信息质量、和服务质量对智能手机旅游app的用户参与度起到显著的积极作用。此外, 用户参与度对智能手机app的满意度、喜爱、以及行为意图起到显著的积极作用。

研究原创性/价值

本论文是首篇结合Delone和McLean(2003)改良版IS Success 模型和Stimulus-Organism模型, 以建立针对智能手机旅游app用户参与度的综合类模型。

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