Author:
Ali Faizan,Terrah Abraham,Wu Chengzhong,Ali Laiba,Wu Hui
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.
Subject
Computer Science Applications,Tourism, Leisure and Hospitality Management,Information Systems
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