Exploring post-adoption behaviors of e-service users: Evidence from the hospitality sector /online travel services

Mahak Sharma, Rose Antony, Rajat Sehrawat, Angel Contreras Cruz and Tugrul U. Daim

Technology in Society, 2022, vol. 68, issue C

Abstract: The paper presents a comprehensive framework exploring determinants of hotel booking intentions among e-service users of hospitality products/services. The study adopted a sequential exploratory strategy (SES) to gather the data using an open-ended questionnaire designed after a thorough evaluation of the relevant determinants from the literature. An integration of Hybrid Fuzzy Analytical Hierarchy Process (FAHP) and Fuzzy Interpretive Structural Modeling (FISM) approach was used to first identify and rank the determinants according to their relative importance through FAHP, and to further develop a hierarchical relationship amongst the identified determinants to define the relative dependence and driver powers. The data collected from 120 respondents were thoroughly evaluated. The study explored localization, website quality, product information, perceived interactivity, price and promotion, e-security, customer value, service quality, electronic word of mouth (eWOM), marketing and brand promotion as drivers influencing hotel booking intention among travelers.

Keywords: Consumer behavior; Online hotel booking intention (OHBI); FAHP (Fuzzy analytical hierarchy process); FISM (Fuzzy interpretive structural modelling) (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (5)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:teinso:v:68:y:2022:i:c:s0160791x21002566

DOI: 10.1016/j.techsoc.2021.101781

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