The Adoption of Mobile Augmented Reality in Tourism Industry: Effects on Customer Engagement, Intention to Use and Usage Behaviour

Abstract

The purpose of this study is to examine the consumer adoption of mobile augmented reality (AR) in the tourism industry in Malaysia. Drawing on the extended Technology Acceptance Model (TAM), interactivity, vividness, and information content factors are examined in relation to perceived usefulness (PU). and perceived ease of use (PEOU). Subsequently, both PU and PEOU are hypothesised towards customer engagement (CE), behavioural intention to use (BIU) and usage behaviour (UB). The study consists of 500 samples from consumers who have experienced the usage of mobile AR in the tourism industry in Malaysia. Using a quantitative approach, structural equation modeling (SEM) was applied to analyse the collected data. The findings revealed that interactivity, vividness, and information content have positive effects on the PU and PEOU. PU and PEOU have positive effects on the CE, BIU, and UB. In theoretical contributions, the study contributes to the extension of TAM by adding interactivity, vividness, and information content as antecedents to PU and PEOU. This research also validated CE as the new dimension for consumer behavioural engagement that affects BIU and UB in the extended TAM. In practical contributions, the findings will assist tourism providers in strategic marketing planning and formulation to enhance mobile AR.