Exploring Tourist Satisfaction with Mobile Technology

Wireless access with handled devices is a promising addition to the WWW and traditional electronic business. Handheld devices provide convenience, portable access, and large amounts of information to travelers. Many mobile commerce application models have been developed, however, limited research exists on mobile users’ perspectives with regard to satisfaction towards mobile technology. There is a need to develop an understanding of travelers’ satisfaction with mobile commerce in order to gain optimum competitive advantage. In this paper, we adapted and developed the American Customer Satisfaction Model (ACSM) to m-commerce in the tourism industry. The results of this study suggest that the degree of perception and perceived value are key factors affecting mobile travelers’ satisfaction with mobile experiences. Satisfaction, in turn, influences the extent of intention to continue to use mobile devices during travel.

[1]  Marcus Specht,et al.  A Nomadic Information System for Adaptive Exhibition Guidance , 1999, Arch. Mus. Informatics.

[2]  J Rodseth,et al.  ICT IN ROAD TRAFFIC , 2001 .

[3]  Rick Christian,et al.  Developing an online access strategy: Issues facing small to medium-sized tourism and hospitality enterprises , 2001 .

[4]  A. Poon,et al.  The future of travel agents. , 2001 .

[5]  Felix C. Freiling,et al.  Supporting Fair Exchange in Mobile Environments , 2003, Mob. Networks Appl..

[6]  Moon-Koo Kim,et al.  The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services , 2004 .

[7]  Prithwiraj Nath,et al.  Resource, service quality and performance triad: a framework for measuring efficiency of banking services , 2003, J. Oper. Res. Soc..

[8]  T. J. Gerpott,et al.  Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market , 2001 .

[9]  J. R. Landis,et al.  The measurement of observer agreement for categorical data. , 1977, Biometrics.

[10]  Owen Eriksson Location Based Destination Information for the Mobile Tourist , 2002, ENTER.

[11]  Bill Anckar,et al.  Value-added services in mobile commerce: an analytical framework and empirical findings from a national consumer survey , 2002, Proceedings of the 35th Annual Hawaii International Conference on System Sciences.

[12]  Gopal K. Kanji,et al.  Customer satisfaction at the Sheffield World Congress, 1998 , 1999 .

[13]  Sameer Kumar,et al.  Mobile communications: evolution and impact on business operations , 2003 .

[14]  Evaggelia Pitoura,et al.  Challenges in Mobile Electronic Commerce , 2000 .

[15]  Khaled Choudhury,et al.  Making the Most of B2C Wireless , 2001 .

[16]  Debra A. Laverie,et al.  Developing parsimonious retailer equity indexes using partial least squares analysis: a method and applications , 2003 .

[17]  A. Serenko,et al.  Satisfaction with mobile services in Canada: An empirical investigation , 2006 .

[18]  C. Fornell,et al.  The American Customer Satisfaction Index: Nature, Purpose, and Findings , 1996 .

[19]  Milan Konečný GI in Europe : integrative, interoperable, interactive , 2001 .

[20]  Keng Siau,et al.  Mobile Commerce: Promises, Challenges and Research Agenda , 2001, J. Database Manag..

[21]  Michael J. Baker,et al.  Responding to the electronic marketplace: Lessons from destination management systems , 1996 .

[22]  Karen S. Cravens,et al.  Analysis of co-operative interorganizational relationships, strategic alliance formation, and strategic alliance effectiveness , 1993 .

[23]  Barbara M. Byrne,et al.  Structural equation modeling with EQS : basic concepts, applications, and programming , 2000 .

[24]  A. Ant Ozok,et al.  Development of a web-based mobile airline ticketing model with usability features , 2005, Ind. Manag. Data Syst..

[25]  Irvine Clarke,et al.  Emerging Value Propositions For M-Commerce , 1970, Journal of Business Strategies.

[26]  Dimitrios Buhalis,et al.  The future eTourism intermediaries , 2002 .

[27]  Richard G. Lomax,et al.  A Beginner's Guide to Structural Equation Modeling , 2022 .

[28]  Upkar Varshney,et al.  Mobile Commerce: Framework, Applications and Networking Support , 2002, Mob. Networks Appl..