DEVELOPMENT OF CONTINUANCE INTENTION MODEL TO USE HOSPITALITY APPS: A SOCIO-TECHNICAL SYSTEM APPROACH FROM USER’S PERSPECTIVE

• Main Author: Noprita, Zikra
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/84558
• Institution: Institut Teknologi Bandung

Hospitality apps is designed to offer a range of services that facilitate hotel guests with online services. A hotel reservation app that meets the user's emotional and functional needs will add user attachment to the application, which will further impact the satisfaction and continuance intention. The aim of this study is to improve understanding of the factors that influence the use of hospitality applications from the user's point of view. The research focuses on the development of models by integrating socio-technical system model, attachment theory, and expectation confirmation model. Based on previous research, the variables hypothesized to be factors influencing continuance intention are satisfaction, usability, emotional attachment, functional attachment, expectation confirmation, brand attachment, accuracy, and personalization. The data was collected through a questionnaire of 246 users of the hospitality application. However, after the elimination of respondents who did not meet the required criteria, the data was processed as much as 238 data. The majority of respondents are the younger generation, who have used the app with one to five years of experience. The most widely used application is Taveloka. Data processing is done using the PLS-SEM analysis method to determine the interaction and significance of the relationship between research variables. The results showed that satisfaction and emotional attachment affect continuance intention. Usability and functional attachment also influence satisfaction. Moreover, expectation confirmation, brand attachment, and functional attachments influence emotional attachment. Finally, accuracy and personalization affect functional attachment.