Functionality and usability features of ubiquitous mobile technologies: the acceptance of interactive travel apps

Abstract

Purpose Customers are increasingly using mobile applications (apps) to compare prices of travel and hospitality services and to purchase their itineraries, tours and stays. This study aims to explore key factors affecting the individuals’ perceptions on the usefulness of travel apps and sheds light on the causal paths predicting the individuals’ dispositions to use them. Design/methodology/approach Quantitative data was gathered from 1,320 research participants, who were members of popular social media groups. They were analyzed through a composite-based partial least squares approach. Findings The results confirm that information quality, source credibility and the functionality of travel apps are significantly affecting the individuals’ perceptions about their usefulness as well as their intentions to continue using them in future. They also indicate that there are highly significant indirect effects within the information technology adoption model. Research limitations/implications This study integrates the information quality and source credibility factors from the information adoption model (IAM) with a functionality construct that was drawn from electronic service quality. This study examines their effects on the technology acceptance model (TAM)’s perceived usefulness and behavioral intentions. Practical implications This research implies that there is scope for the travel service providers to enhance the quality and functionality of their mobile apps to improve their consumers’ perceptions about the utilitarian value of these ubiquitous technologies. Originality/value This contribution raises awareness on the importance of incorporating a functionality construct in addition to IAM and/or TAM “usability” factors to better understand the individuals’ dispositions to avail themselves of online content and/or to adopt interactive innovations. In this case, it implies that certain functionality features of travel apps, including their responsiveness and technical capabilities, can trigger users to increase their engagement with these mobile technologies on a habitual basis.