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The determinants and consequences of tourist satisfaction with mobile travel apps

Travel-related apps are aimed at tourists, millennials, travelers, and travel companies. These apps allow travelers to book accommodations, tours, and flights, regardless of the time of day. Tourists use mobile travel apps to make decisions about their trips. The development of information and commu...

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Main Author: Imtiaz, Humera
Format: Thesis
Language:English
English
Published: 2024
Subjects:
G154.9-155.8 Travel and state. Tourism
Online Access:https://etd.uum.edu.my/11557/1/depositpermission.pdf
https://etd.uum.edu.my/11557/2/s902841_01.pdf
https://etd.uum.edu.my/11557/
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spelling my.uum.etd.115572025-02-04T06:44:10Z https://etd.uum.edu.my/11557/ The determinants and consequences of tourist satisfaction with mobile travel apps Imtiaz, Humera G154.9-155.8 Travel and state. Tourism Travel-related apps are aimed at tourists, millennials, travelers, and travel companies. These apps allow travelers to book accommodations, tours, and flights, regardless of the time of day. Tourists use mobile travel apps to make decisions about their trips. The development of information and communication technology (ICT) has made mobile applications a part of everyday life. However, there is a dearth of research on the continued use of mobile apps in developing countries like Pakistan. This study investigates the influence of service quality, system quality, information quality, perceived trust, perceived usefulness, and expectation confirmation on tourists’ satisfaction with mobile travel apps in Pakistan. In addition, the moderating effect of compatibility on this relationship is also investigated. A quantitative research design with systematic probability sampling in a systematic intercept survey was employed. Data from 479 tourists visiting northern Pakistan were analyzed using partial least squares structural equation modeling (PLS-SEM) via Smart-PLS 3. The results reveal that system quality is the most important predictor of tourists’ satisfaction with mobile apps. System quality, service quality, information quality, perceived trust, expectation confirmation, and perceived usefulness directly increase tourist satisfaction, which leads to a continued use intention of mobile travel apps. Furthermore, compatibility significantly moderates the relationship between system quality, perceived usefulness, and tourists’ satisfaction with mobile travel apps. Travel app designers and travel managers should make decisions and design the app to take into account the aspects that tourists most value. In terms of theoretical implications, the present research applies the expectation confirmation theory and the information system success model in the proposed framework and discovers significant relationships between the variables. Another important discovery concerns the significant moderating effects ofcompatibility in these relationships 2024 Thesis NonPeerReviewed text en https://etd.uum.edu.my/11557/1/depositpermission.pdf text en https://etd.uum.edu.my/11557/2/s902841_01.pdf Imtiaz, Humera (2024) The determinants and consequences of tourist satisfaction with mobile travel apps. Doctoral thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
topic G154.9-155.8 Travel and state. Tourism
spellingShingle G154.9-155.8 Travel and state. Tourism
Imtiaz, Humera
The determinants and consequences of tourist satisfaction with mobile travel apps
description Travel-related apps are aimed at tourists, millennials, travelers, and travel companies. These apps allow travelers to book accommodations, tours, and flights, regardless of the time of day. Tourists use mobile travel apps to make decisions about their trips. The development of information and communication technology (ICT) has made mobile applications a part of everyday life. However, there is a dearth of research on the continued use of mobile apps in developing countries like Pakistan. This study investigates the influence of service quality, system quality, information quality, perceived trust, perceived usefulness, and expectation confirmation on tourists’ satisfaction with mobile travel apps in Pakistan. In addition, the moderating effect of compatibility on this relationship is also investigated. A quantitative research design with systematic probability sampling in a systematic intercept survey was employed. Data from 479 tourists visiting northern Pakistan were analyzed using partial least squares structural equation modeling (PLS-SEM) via Smart-PLS 3. The results reveal that system quality is the most important predictor of tourists’ satisfaction with mobile apps. System quality, service quality, information quality, perceived trust, expectation confirmation, and perceived usefulness directly increase tourist satisfaction, which leads to a continued use intention of mobile travel apps. Furthermore, compatibility significantly moderates the relationship between system quality, perceived usefulness, and tourists’ satisfaction with mobile travel apps. Travel app designers and travel managers should make decisions and design the app to take into account the aspects that tourists most value. In terms of theoretical implications, the present research applies the expectation confirmation theory and the information system success model in the proposed framework and discovers significant relationships between the variables. Another important discovery concerns the significant moderating effects ofcompatibility in these relationships
format Thesis
author Imtiaz, Humera
author_facet Imtiaz, Humera
author_sort Imtiaz, Humera
title The determinants and consequences of tourist satisfaction with mobile travel apps
title_short The determinants and consequences of tourist satisfaction with mobile travel apps
title_full The determinants and consequences of tourist satisfaction with mobile travel apps
title_fullStr The determinants and consequences of tourist satisfaction with mobile travel apps
title_full_unstemmed The determinants and consequences of tourist satisfaction with mobile travel apps
title_sort determinants and consequences of tourist satisfaction with mobile travel apps
publishDate 2024
url https://etd.uum.edu.my/11557/1/depositpermission.pdf
https://etd.uum.edu.my/11557/2/s902841_01.pdf
https://etd.uum.edu.my/11557/
_version_ 1823278312034664448
score 13.23648

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