Title of article :
Customer’s acceptance, usage and M-Satisfaction of Mobile Hotel Reservation Apps (MHRA)
Author/Authors :
ismail, mohd noor ismawi universiti teknologi mara cawangan selangor - faculty of hotel and tourism management, Malaysia , hemdi, mohamad abdullah universiti teknologi mara cawangan selangor - faculty of hotel and tourism management, Malaysia , sumarjan, norzuwana universiti teknologi mara cawangan selangor - faculty of hotel and tourism management, Malaysia , hanafiah, mohd hafiz universiti teknologi mara cawangan selangor - faculty of hotel and tourism management, Malaysia , zulkifly, muhammad izzat universiti teknologi mara cawangan selangor - faculty of hotel and tourism management, Malaysia
Abstract :
This conceptual paper aims to explore the relationship between customer acceptance and the usage of Mobile Hotel Reservation Apps (MHRA) on Mobile satisfaction (M-satisfaction). The MHRA booking is the latest booking channel offered by the hoteliers in favor of mobility and service failures exposed by the traditional method of room booking. Nonetheless, the actual usage and the success of this app have not been explored yet. The Unified Theory of Acceptance and Use of Technology (UTAUT2) was adopted as the underpinning theory of this study. The UTAUT2 framework was modified by incorporating M-satisfaction as the dependent variable. Seven propositions were suggested based on the literature review.
Keywords :
Mobile , satisfaction , hotel reservation , mobile applications , Unified Theory of Acceptance and Use of Technology
Journal title :
Journal of Tourism, Hospitality and Culinary Arts
Journal title :
Journal of Tourism, Hospitality and Culinary Arts
