From user engagement to app love: Investigating the antecedents and consequences of third-party travel app usage

• Published in: Journal of Hospitality and Tourism Technology
• Main Author: Wiyata W.; Md Zain N.A.; Asyraff M.A.; Anuar F.I.; Hanafiah M.H.
• Format: Article
• Language: English
• Published: Emerald Publishing 2024
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85210445281&doi=10.1108%2fJHTT-06-2024-0396&partnerID=40&md5=43ca81afcc31e796bdd0d5f81012422c

Purpose: This study aims to empirical tests an integrated framework of third-party travel apps usage antecedents (system quality, information quality, service quality and user engagement) and its consequences (satisfaction, apps love and behavioral intentions). Design/methodology/approach: A quantitative research design was used, purposively interviewing 551 users of predetermined third-party travel apps. The data was analyzed using partial least squares-structural equation modeling. Findings: The study found that system quality did not significantly impact user engagement, suggesting that users may prioritize content and service over technical features. Both information quality and service quality were positively linked to user engagement, confirming that users are more engaged when app content is relevant and service is adequate. Additionally, higher user engagement led to greater app satisfaction and love, positively influencing users’ behavioral intentions, such as continued use and recommendations. Practical implications: The results highlight the importance of content and service quality over system features in driving user engagement with smartphone apps. This suggests developers should focus on delivering high-quality information and excellent service to foster user satisfaction and emotional attachment to the app. Originality/value: The study suggests a shift in focus from technical features to content relevance and service effectiveness, highlighting that users may prioritize these aspects over technical aspects when engaging with an app. This could challenge conventional assumptions about the importance of system quality in user engagement. © 2024, Emerald Publishing Limited.