Mobile applications in the hospitality industry

Jun Mo Kwon · Jung-In Stephanie Bae · Shane C. Blum

102 citations0/0 files storedJournal of Hospitality and Tourism Technology

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Technology Adoption and User Behaviour Mobile and Web Applications Health, Technology, Consumer Behavior

Abstract

Purpose The purpose of this study is to examine customer intentions to download mobile applications in the hospitality industry. Even though major hospitality companies offer the mobile applications, many customers have not utilized them. The results showed what encouraged customers to download mobile applications in the hospitality industry. Design/methodology/approach The Technology Acceptance Model was applied for this research to explain customer intentions. College students were the target population of this study because they understand and adopt the technology well. Therefore, mobile applications will become a popular way to purchase goods and services when university students will have purchasing power. Findings Even though major hospitality companies offer mobile applications, more than a half of respondents responded that they had not used mobile applications from the hospitality firms. The results showed that promotion information was not an only reason to download mobile applications; however, the results also showed that consumers who enjoy using smartphones and who are confident in themselves are more likely to download the mobile applications. Research limitations/implications The data were collected in a university; therefore, generalizability is one of the limitations of this research. Multiple regressions only verify the relationship between dependant and independent variables. University students may not have a chance to plan their trips so they may not need the mobile applications. Originality/value This study employed the TAM to examine the reasons why customers download mobile applications offered by companies in the hospitality industry. Literature discussing mobile applications in the hospitality industry is very scarce. This research will assist managements in utilizing their mobile applications.

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References

1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research 2008Technology Acceptance Model 3 and a Research Agenda on Interventions 1985A technology acceptance model for empirically testing new end-user information systems : theory and results 2001Extending the TAM for a World-Wide-Web context 1999Extending the technology acceptance model with task–technology fit constructs 2001Extending the technology acceptance model 2009Overview of the Technology Acceptance Model: Origins, Developments and Future Directions

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