Design and performance attributes driving mobile travel application engagement |
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| Institution: | 1. Department of Management Science and E-business, University of Electronic Science and Technology of China, Chengdu, Sichuan, 611731, China;2. School of Business, Eastern Illinois University,600 Lincoln Avenue, Charleston, IL 61920, USA;1. United Nations Development Programme, Office of the Minister of State for Administrative Reform, Lebanon;2. ICD International Business School, Paris, France;1. Department of Marketing and Electronic Business, School of Business (Management), Nanjing University, China;2. School of Information Technologies, The University of Sydney, Australia;3. Department of Information Systems, National University of Singapore, Singapore;1. Tilburg University, The Netherlands;2. Vlerick Business School, Belgium;3. School of Economics and Management, Lund University, Sweden;4. Faculty of Economics, University of Ljubljana, Slovenia;5. NOVA IMS, Lisbon, Portugal;1. Information Systems, National University of Singapore, Singapore;2. 15 Computing Drive, COM 2, 117418, Singapore;3. University of Mannheim, L15, 1-6, 68131, Mannheim, Germany |
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| Abstract: | Increasing people are using mobile applications (apps) for information and activities related to their travel and tourism. Therefore, customer engagement (customer attraction and retention) with mobile travel applications becomes extremely important for travel-related companies. However, there is little empirical research on what factors may drive customers’ engagement of using mobile travel apps. This study proposes a research framework, based on the Stimulus-Organism-Response (S-O-R) model, to explore how and to what extent two types of app attributes (i.e., app design and app performance attributes) stimulate travel apps engagement. Based on a user acceptance testing (UAT testing) of a real travel app development project, the study uses survey data from 804 tourists to validate the proposed research model. The results reveal different effectiveness of app design and app performance attributes, and demonstrate that two app design features (i.e., user interface attractiveness and privacy/security) and three app performance attributes (i.e., compatibility, ease of use, and relative advantages) are important drivers of users’ behavioral engagement of mobile travel apps. Further, psychological engagement and three types of benefit perception (i.e., hedonic benefit, utilitarian benefit, and social benefit) serially mediate the relationships. The results can be used to improve the related mobile app engagement research and the mobile travel app design. |
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| Keywords: | Mobile travel app Product attributes Mobile user engagement Psychological engagement Behavioral engagement Continuance usage |
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