Analysing behavioural differences between e- and m-bookers in hotel booking |
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| Institution: | 1. Business Administration Division, Mahidol University International College (MUIC), Buddhamonthon, Salaya, Nakhon Pathom 73170, Thailand;2. Tourism and Hospitality Management Division, Mahidol University International College (MUIC), Buddhamonthon, Salaya, Nakhon Pathom 73170, Thailand;1. Xinjiang Institute of Ecology and Geography, Chinese Academy of Sciences, Urumqi, Xinjiang 830011, China;2. University of Chinese Academy of Sciences, Beijing 100049, China;1. Faculty of Business Administration, University of Macau, Avenida da Universidade, Taipa, Macau SAR, China;2. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, 17 Science Museum Road, TST East, Kowloon, Hong Kong SAR, China;1. Tourism College, Institute for Tourism Studies, Macau, China;2. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong, China;3. School of Services Management, Bournemouth University, United Kingdom;1. Department of Management, University of Plymouth, Sadat City University, Drake Circus, Plymouth PL4 8AA, Devon, United Kingdom;2. Department of Finance, University of Plymouth, Umm Al-Qura University College of Business, Saudi Arabia |
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| Abstract: | This study analysed the behavioural differences between e- and m-bookers in online hotel booking. The theoretical relationships among functionality and usability, perceived value for money and time, and satisfaction and loyalty were analysed based on the quality–satisfaction–loyalty framework. Results from a sample of 431 and 401 e- and m-bookers, respectively, affirmed the similarities and differences between the two types of bookers. Results also showed that e- and m-bookers substantially differ in their perceptions on functionality and usability performance, perceived value for money and relative importance of functionality and usability in online hotel booking. Moreover, the findings revealed the moderating effects of perceived value for money and time on the satisfaction–loyalty link among m-bookers. |
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| Keywords: | Online hotel booking e-booker m-booker Computer website mobile app Quality–satisfaction–loyalty |
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