The Influence of Technology Acceptance and Cybercrime Concerns on Customer E-Satisfaction of Mobile Booking Apps: A Moderator Role of E-Trust

Document Type : Original Article

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High Institute Tourism, Hotels& computer- El- Seyouf-Alexandria

Abstract

Modern technology, such as booking hotel apps, allows travelers to easily find and book hotel stays. Although booking hotel apps today contribute to a tiny percentage of overall hotel bookings, their acceptability and popularity are steadily growing as more customers switch from PCs to mobile devices for travel reservations. Mobile applications and websites are no longer considered novel or unique. However, recent investment increases have changed the emphasis away from simple mobile self-service capabilities and toward more complex online booking engines. This quantitative investigation employed questionnaires on a 5-point Likert scale to gather data from 204 hotel guests who booked using a mobile app (MBA). The obtained data is analyzed using structural equation modeling with AMOS. The study's results indicated that perceived usefulness (PU), perceived ease of use (PEOU), and the behavioral intention (BI) all had a significant and positive effect on consumer e-satisfaction. However, the perceived risk of cybercrime (PRC) shows an important association with e-satisfaction but not with behavioral intention (BI). The findings also show that e-trust (ET) has a strong moderating effect on behavioral intention (BI) and e-satisfaction (E-SAT). The findings of this research demonstrate that the Booking Mobile App connection significantly predicts consumer behavioral intention and e-satisfaction.

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