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

Abstract

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.

研究目的

本研究实证测试了一个综合框架, 分析第三方旅行应用使用的前因（系统质量、信息质量、服务质量和用户参与）及其后果（满意度、应用依赖和行为意图）。

研究方法

采用定量研究设计, 有目的地访谈了551位预定的第三方旅行应用用户。数据通过偏最小二乘结构方程模型（PLS-SEM）进行分析。

研究发现

研究发现, 系统质量对用户参与没有显著影响, 表明用户可能更关注内容和服务而非技术特性。信息质量和服务质量均与用户参与呈正相关, 证实用户在应用内容相关性高且服务得当时更具参与度。此外, 更高的用户参与度提升了应用满意度和依赖性, 进而正向影响用户的行为意图, 如持续使用和推荐。

实践意义

结果强调了内容和服务质量在推动智能手机应用用户参与中的重要性, 相较于系统特性, 开发者应关注提供高质量信息和优质服务, 以提升用户满意度和对应用的情感依赖。

研究创新

本研究表明, 用户在应用使用中可能更关注内容的相关性和服务的有效性, 而非技术特性, 这挑战了系统质量对用户参与重要性的传统假设。

Citation

Wiyata, W., Md Zain, N.A., Asyraff, M.A., Anuar, F.I. and Hanafiah, M.H. (2024), "From user engagement to app love: Investigating the antecedents and consequences of third-party travel app usage", Journal of Hospitality and Tourism Technology, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JHTT-06-2024-0396