Antecedents of Hotel Contactless Technologies Adoption Intention and Actual Use Post-pandemic: An Empirical Study in Vietnam

Hong Ngoc Nguyen (), Le Nguyen Ngoc Thanh (), Duy Dang-Pham (), Duy Yen Linh Nguyen () and Thuy-Linh Le ()
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Hong Ngoc Nguyen: University of Economics Ho Chi Minh
Le Nguyen Ngoc Thanh: Tomas Bata University in Zlín
Duy Dang-Pham: RMIT University Vietnam
Duy Yen Linh Nguyen: International University, Vietnam National University Ho Chi Minh City, Linh Trung
Thuy-Linh Le: RMIT University Vietnam

A chapter in Information Systems Research in Vietnam, Volume 3, 2025, pp 33-47 from Springer

Abstract: Abstract The goal of this paper is to examine the intention and actual use of hotel contactless technologies in the context of post-pandemic traveling behaviors based on an extended model of Unified Theory of Acceptance and Use of Technology 2 (UTAUT2). A questionnaire was distributed to hotel guests who had experiences with contactless technologies in Vietnam, Southeast Asia, after COVID-19. Quantitative data were analyzed by using structural equation modeling (SEM) and fuzzy-set qualitative comparative analysis (fsQCA) methods. The findings revealed that facilitating conditions positively influenced performance and effort expectancy perceptions, while social influence only had a positive impact on performance expectancy. Interestingly, habits positively influenced effort expectancy while negatively influencing performance expectancy. Performance expectancy and effort expectancy led to both adoption intention and actual use. The fsQCA complemented the SEM findings, indicating that facilitating conditions and performance expectancy played key roles in motivating adoption intention and actual use respectively. Perceived fear of COVID-19 was identified as a necessary condition to observe the hotel guests’ adoption intention and actual use, especially with the absence of performance expectancy.

Keywords: Hotel contactless technologies; Technology adoption; UTAUT2; Vietnam; COVID-19 (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-97-9835-3_3

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DOI: 10.1007/978-981-97-9835-3_3

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