Factors Influencing Behavioral Intention Toward Using Travel Mobile Application: Examining the Mediating Role of Reviews and Ratings

The purpose of this study is to identify the major factors that affect tourist intention to use mobile application for the purchase of travel and tourism services. This study integrates the theory of M-S-QUAL with two additional factors, price consciousness and information quality, to develop a conceptual framework. Data was collected from 510 users of travel mobile applications from Delhi/NCR, and analyzed using structural equation modeling. The results indicated that efficiency, privacy, price consciousness, and information quality are the main determinants of m-satisfaction. Additionally, m-satisfaction significantly affects tourists’ behavioral intentions. Reviews and ratings was found to partially mediate the relationship between m-satisfaction and tourists’ behavioral intention. The framework is helpful for decision-makers to identify the factors that can satisfy tourists when using a travel mobile application and will also provide useful insights for the travel service providers dealing in m-applications to device their future strategies.