Dynamic roles of hotel mobile application in customer satisfaction and dissatisfaction: integrating text analytics and impact asymmetry analysis

Abstract

Purpose Despite the growth of hotel guests’ mobile application use, limited studies identify hotel mobile application attributes and their roles in mobile application satisfaction and dissatisfaction. Therefore, drawing onto the information system success model and the two-factor theory, this study aims to establish a comprehensive framework of hotel mobile application attributes categorized into system, information and service attributes and investigate their roles in mobile application satisfaction and dissatisfaction. Design/methodology/approach A comprehensive framework of hotel mobile application attributes has been developed, drawing on the information system success model and using text analytics. A total of 88,309 mobile application reviews were collected for analysis. Furthermore, an impact asymmetry analysis was conducted to examine the extent of influence of mobile application attributes on satisfaction and dissatisfaction, thereby elucidating the contribution of mobile application attributes to both outcomes and expanding upon the two-factor theory. Findings Research findings present a holistic mobile application attributes framework and their roles in mobile application satisfaction and dissatisfaction by integrating theories and methodologies. Regarding the information quality, relevance emerged as the key factor for enhancing customer satisfaction, serving as a satisfier. In the realm of system quality, features stood out as the principal attribute leading to dissatisfaction. For the aspects of service quality, reliability was identified as the critical factor for achieving satisfaction. Overall, the findings confirm that mobile application attributes have unique roles in developing mobile application (dis)satisfaction. Research limitations/implications The study extends an understanding of hotel mobile application attributes’ roles, providing rigorous and practical guidance for improving customers’ mobile application experience in the hotel industry. The study sheds light on the importance of considering mobile applications from various perspectives. However, the current study is limited to using text analytics as its methodological approach. Therefore, future research can benefit from including interviews to achieve a deeper comprehension of the underlying factors contributing to the outcomes of this research. Originality/value The novel theoretical and methodological approach enhances the application of existing theories and uses of impact asymmetry analysis. Such an approach uncovers hidden patterns of the roles of mobile applications in customer satisfaction and dissatisfaction. The study also sheds light on the importance of considering mobile applications from various perspectives, such as information, system and service quality.

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