Factors influencing consumers' rejection to smartphone transactions in the lodging industry

Abstract

PurposeThe main purpose of this study is to investigate what affects a customer's decision to use the hotel smartphone applications when he/she makes a room reservation.Design/methodology/approachA total of 266 usable data was collected through an online survey. The research model was tested using confirmatory factor analyses and structural equation modeling.FindingsThis study revealed that perceived usefulness, perceived credibility, perceived equipment risk, and perceived change risk affected customers' intention to book a hotel room using hotel smartphone apps. Perceived ease of use did not have a significant effect on behavioral intention.Originality/valueThis study extended TAM and the existing literature of mobile technology in the lodging industry. This article explored both existing variables and new variables in studying customers' intention to use hotel smartphone apps when booking a hotel room.