Consumer Behaviour in Online Travel: How Does Continuous Purchase Behaviour Formed in Digital Age?

Sri Astuti Pratminingsih, Zulganef Zulganef, Sri Wiludjeng Sunu Purwaningdyah, Nur Aima Syafie

Abstract


Research aims: This study aims to understand the role of perceived ease of use, information service function, consumer expectation, and user satisfaction in determining continuous purchase behavior in online travel application users, while considers consumer experience as a moderating variable.
Design/Methodology/Approach: This study is carried out using quantitative approach. The data is collected by distributing online questionnaire to users of e-travel application in West Java, Indonesia chosen using purposive sampling. The data is processed using Structural Equation Modeling with Partial Least Square (SEM PLS).
Research findings: The results indicate that perceived ease of use, information service function, consumer expectation, and user satisfaction can explain customers’ continuous purchase behavior. In addition, consumer experience can moderate the relationship between user satisfaction and continuous purchase behavior, by which higher experience strengthens the relationship.
Theoretical Contribution/Originality: This study contributes to enrich the understanding of how user satisfaction affects continuous purchase behavior by looking at the variables of perceived ease of use, information service function, and user expectation.
Practitioners/Policy Implications: This study can be of interest to service providers, especially e-travel application, to provide a good, easy to understand services, as well as information and comfort for its users to remain loyal in using the application.
Research Limitations/Implications: This study is only limited to one object, namely users of e-travel application. Future research can use different objects and consider additional variables such as review credibility and perceived enjoyment in determining continuous purchase behavior.


Keywords


Perceived Ease of Use; Information Service Function; Consumer Expectation; User Satisfaction; Consumer Experience; Continuous Purchase Behaviour

Full Text:

PDF

References


Abou-Shouk, M. A., & Khalifa, G. S. (2017). The influence of website quality dimensions on e-purchasing behaviour and e-loyalty: a comparative study of Egyptian travel agents and hotels. Journal of Travel & Tourism Marketing, 34(5), 608-623. https://dx.doi.org/10.1080/10548408.2016.1209151

Adams, D. A., Nelson, R. R., & Todd, P. A. (1992). Perceived usefulness, ease of use, and usage of information technology: A replication. MIS quarterly, 227-247. https://dx.doi.org/10.2307/249577

Ajzen, I., & Fishbein, M. (1988). Theory of Reasoned Action-Theory of Planned Behavior. University of South Florida, Tampa.

Ameen, N., Tarhini, A., Reppel, A., & Anand, A. (2021). Customer experiences in the age of artificial intelligence. Computers in Human Behavior, 114, 106548. https://dx.doi.org/10.1016/j.chb.2020.106548

Amin, M., Rezaei, S., & Abolghasemi, M. (2014). User satisfaction with mobile websites: the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust. Nankai Business Review International, 5(3), 258–274. https://doi.org/10.1108/nbri-01-2014-0005

Andrian, A., & Selamat, F. (2022). The Influence of Consumer’s Perceived Risk on Consumer’s Online Purchase Intention in Indonesia. Advances in Social Science, Education and Humanities Research. https://doi.org/10.2991/assehr.k.220404.105

Arica, R., Cobanoglu, C., Cakir, O., Corbaci, A., Hsu, M. J., & Della Corte, V. (2022). Travel experience sharing on social media: effects of the importance attached to content sharing and what factors inhibit and facilitate it. International Journal of Contemporary Hospitality Management, 34(4), 1566-1586. https://doi.org/10.1108/IJCHM-01-2021-0046

Arwiedy, M. R. (2021). Pengguna Internet di Indonesia. Kompaspedia. https://kompaspedia.kompas.id/baca/infografik/peta-tematik/pengguna-internet-diindonesia18/11/21

Ashfaq, M., Yun, J., Waheed, A., Khan, M. S., & Farrukh, M. (2019). Customers' expectation, satisfaction, and repurchase intention of used products online: Empirical evidence from China. Sage Open, 9(2), 2158244019846212. https://doi.org/10.1177/2158244019846212

Asnawati, A., Nadir, M., Wardhani, W., & Setini, M. (2022). The effects of perceived ease of use, electronic word of mouth and content marketing on purchase decision. International Journal of Data and Network Science, 6(1), 81-90. https://doi.org/10.5267/j.ijdns.2021.10.001

Bemmaor, A. C. (1995). Predicting behavior from intention-to-buy measures: The parametric case. Journal of Marketing Research, 32(2), 176-191. https://dx.doi.org/10.230 7/3152046

Bharadwaj, A., El Sawy, O. A., Pavlou, P. A., & Venkatraman, N. V. (2013). Digital business strategy: toward a next generation of insights. MIS quarterly, 471-482. https://doi.org/10.25300/MISQ/2013/37:2.3

Camacho, L. J., Ramírez-Correa, P. E., & Salazar-Concha, C. (2021). Consumer ethnocentrism and country of origin: Effects on online consumer purchase behavior in times of a pandemic. Sustainability, 14(1), 348. https://doi.org/10.3390/su14010348

Chan, V. H. T., & Tung, V. W. S. (2023). Traveling with pets: Investigating the Urban, Staycation tourism experience. Journal of China Tourism Research, 19(4), 725-741. https://doi.org/10.1080/19388160.2022.2125469

Chen, T., Peng, L., Yin, X., Rong, J., Yang, J., & Cong, G. (2020). Analysis of User Satisfaction with Online Education Platforms in China during the COVID-19 Pandemic. Healthcare, 8(3), 200. https://doi.org/10.3390/healthcare8030200

Chen, Y., Liu, Y., Wu, L., & Li, X. (2023). How does mobile social media sharing benefit travel experiences?. Journal of Travel Research, 62(4), 841-858. https://doi.org/10.1177/00472875221098936

Cheng, W., Tian, R., & Chiu, D. K. W. (2023). Travel vlogs influencing tourist decisions: information preferences and gender differences. Aslib Journal of Information Management, 76(1), 86–103. https://doi.org/10.1108/ajim-05-2022-0261

Choi, B., Poon, S. K., & Davis, J. G. (2008). Effects of knowledge management strategy on organizational performance: A complementarity theory-based approach. Omega, 36(2), 235-251. https://doi.org/10.1016/j.omega.2006.06.007

Dam, S. M., & Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585-593.

Dash, G., Kiefer, K., & Paul, J. (2021). Marketing-to-Millennials: Marketing 4.0, customer satisfaction and purchase intention. Journal of Business Research, 122, 608-620. https://doi.org/10.1016/j.jbusres.2020.10.016

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340. https://doi.org/10.2307/249008

Eckert, C., Neunsinger, C., & Osterrieder, K. (2022). Managing customer satisfaction: digital applications for insurance companies. The Geneva Papers on Risk and Insurance-Issues and Practice, 47(3), 569-602. https://doi.org/10.1057/s41288-021-00257-z

Febrian, A., & Fadly, M. (2021). The Impact of Customer Satisfaction with EWOM and Brand Equity on E-Commerce Purchase Intention in Indonesia Moderated by Culture. Binus Business Review, 12(1), 41-51. https://doi.org/10.21512/bbr.v12i1.6419

Feng, B., Sun, K., Chen, M., & Gao, T. (2020). The impact of core technological capabilities of high-tech industry on sustainable competitive advantage. Sustainability, 12(7), 2980. https://doi.org/10.3390/su12072980

Filieri, R., Acikgoz, F., Ndou, V., & Dwivedi, Y. (2021). Is TripAdvisor still relevant? The influence of review credibility, review usefulness, and ease of use on consumers' continuance intention. International Journal of Contemporary Hospitality Management, 33(1), 199-223. https://doi.org/10.1108/IJCHM-05-2020-0402

Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. https://doi.org/10.1177/002224378101800104

Fu, X., Liu, S., Fang, B., Luo, X. R., & Cai, S. (2020). How do expectations shape consumer satisfaction? An empirical study on knowledge products. Journal of Electronic Commerce Research, 21(1), 1-20. http://www.jecr.org/node/596

Gemar, G., Soler, I. P., & Melendez, L. (2019). Analysis of the intent to purchase travel on the web. Tourism & Management Studies, 15(1), 23–33. https://doi.org/10.18089/tms.2019.150102

Ghasemaghaei, M., & Hassanein, K. (2015). Online information quality and consumer satisfaction: The moderating roles of contextual factors-A meta-analysis. Information & Management, 52(8), 965-981. https://doi.org/10.1016/j.im.2015.07.001

Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. The Journal of Strategic Information Systems, 19(3), 207-228. https://doi.org/10.1016/j.jsis.2010.05.001

Growiec, J. (2022). What will drive global economic growth in the digital age?. Studies in Nonlinear Dynamics & Econometrics, 27(3), 335-354. https://doi.org/10.1515/snde-2021-0079

Gutiérrez, R., Rampérez, V., Paggi, H., Lara, J. A., & Soriano, J. (2022). On the use of information fusion techniques to improve information quality: Taxonomy, opportunities and challenges. Information Fusion, 78, 102-137. https://doi.org/10.1016/j.inffus.2021.09.017

Gyamera, E., Abayaawien Atuilik, W., Eklemet, I., Adu-Twumwaah, D., Baba Issah, A., Alexander Tetteh, L., & Gagakuma, L. (2023). Examining the effect of financial accounting services on the financial performance of SME: The function of information technology as a moderator. Cogent Business & Management, 10(2), 2207880. https://doi.org/10.1080/23311975.2023.2207880

Holmlund, M., Van Vaerenbergh, Y., Ciuchita, R., Ravald, A., Sarantopoulos, P., Ordenes, F. V., & Zaki, M. (2020). Customer experience management in the age of big data analytics: A strategic framework. Journal of Business Research, 116, 356-365. https://doi.org/10.1016/j.jbusres.2020.01.022

Huarng, K. H., & Yu, M. F. (2019). Customer satisfaction and repurchase intention theory for the online sharing economy. Review of Managerial Science, 13, 635-647. https://doi.org/10.1007/s11846-018-0321-0

Jiang, G., Liu, F., Liu, W., Liu, S., Chen, Y., & Xu, D. (2021). Effects of information quality on information adoption on social media review platforms: Moderating role of perceived risk. Data Science and Management, 1(1), 13-22. https://doi.org/10.1016/j.dsm.2021.02.004

Jiang, J. J., & Klein, G. (2009). Expectation-Confirmation Theory. Handbook of Research on Contemporary Theoretical Models in Information Systems, 384–401. https://doi.org/10.4018/978-1-60566-659-4.ch022

Jin, G. P., Rahim, F. A., Fong, C. L., & Cheng, T. L. (2020). Malaysian young travellers' online purchase intention of travel products. Journal of Marketing Advances and Practices, 2(1), 1-12.

Joe, S., Kim, J., & Zemke, D. M. V. (2022). Effects of social influence and perceived enjoyment on Kiosk acceptance: a moderating role of gender. International Journal of Hospitality & Tourism Administration, 23(2), 289-316. https://doi.org/10.1080/15256480.2020.1746217

Kang, S., Jodice, L. W., & Norman, W. C. (2020). How do tourists search for tourism information via smartphone before and during their trip?. Tourism recreation research, 45(1), 57-68. https://doi.org/10.1080/02508281.2019.1627076

Kettinger, W. J., & Lee, C. C. (1994). Perceived Service Quality and User Satisfaction with the Information Services Function. Decision Sciences, 25(5–6), 737–766. https://doi.org/10.1111/j.1540-5915.1994.tb01868.x

Kim, D. (2022). Cyberbullying Behaviors in Online Travel Community: Members' Perceptions and Sustainability in Online Community. Sustainability, 14(9), 5220. https://doi.org/10.3390/su14095220

Kim, D. J. (2012). An investigation of the effect of online consumer trust on expectation, satisfaction, and post-expectation. Information systems and e-business Management, 10, 219-240. https://doi.org/10.1007/s10257-010-0136-2

Koivumäki, T., Ristola, A., & Kesti, M. (2008). The effects of information quality of mobile information services on user satisfaction and service acceptance-empirical evidence from Finland. Behaviour & Information Technology, 27(5), 375-385. https://doi.org/10.1080/01449290601177003

Kotler, P., Kartajaya, H., & Setiawan, I. (2018). Marketing 3.0: From Products to Customers to the Human Spirit. Management for Professionals, 139–156. https://doi.org/10.1007/978-981-10-7724-1_10

Laumer, S., Maier, C., & Weitzel, T. (2017). Information quality, user satisfaction, and the manifestation of workarounds: a qualitative and quantitative study of enterprise content management system users. European Journal of Information Systems, 26(4), 333-360. https://doi.org/10.1057/s41303-016-0029-7

Lee, Y. J., Kim, I. A., van Hout, D., & Lee, H. S. (2021). Investigating effects of cognitively evoked situational context on consumer expectations and subsequent consumer satisfaction and sensory evaluation. Food Quality and Preference, 94, 104330. https://doi.org/10.1016/j.foodqual.2021.104330

Li, S., & Lin, B. (2006). Accessing information sharing and information quality in supply chain management. Decision Support Systems, 42(3), 1641-1656. https://doi.org/10.1016/j.dss.2006.02.011

Malureanu, A., Panisoara, G., & Lazar, I. (2021). The relationship between self-confidence, self-efficacy, grit, usefulness, and ease of use of elearning platforms in corporate training during the COVID-19 pandemic. Sustainability, 13(12), 6633. https://doi.org/10.3390/su13126633

Martínez-Navalón, J. G., Fernández-Fernández, M., & Alberto, F. P. (2023). Does privacy and ease of use influence user trust in digital banking applications in Spain and Portugal?. International Entrepreneurship and Management Journal, 19(2), 781-803. https://doi.org/10.1007/s11365-023-00839-4

Mirehie, M., Gibson, H. J., Buning, R. J., Coble, C., & Flaherty, M. (2021). Towards an understanding of family travel decision-making processes in the context of youth sport tourism. Journal of Destination Marketing & Management, 21, 100644. https://doi.org/10.1016/j.jdmm.2021.100644

Mohanty, P. K., Sekhar, S. C., & Shahaida, P. (2022). Determinants of ERP Adoption, User Satisfaction, and User Engagement. International Journal of Information System Modeling and Design (IJISMD), 13(1), 1-16. https://doi.org/10.4018/IJISMD.297044

Moslehpour, M., Pham, V. K., Wong, W. K., & Bilgiçli, İ. (2018). E-purchase intention of Taiwanese consumers: Sustainable mediation of perceived usefulness and perceived ease of use. Sustainability, 10(1), 234. https://doi.org/10.3390/su10010234

Nakata, C., Zhu, Z., & Izberk-Bilgin, E. (2011). Integrating marketing and information services functions: a complementarity and competence perspective. Journal of the Academy of Marketing Science, 39, 700-716. https://doi.org/10.1007/s11747-010-0236-z

Oliver, R. L., & Burke, R. R. (1999). Expectation processes in satisfaction formation: A field study. Journal of Service Research, 1(3), 196-214. https://doi.org/10.1177/109467059913002

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.1177/002224298504900403

Peng, T., Chen, J., Wang, C., & Cao, Y. (2021). A forecast model of tourism demand driven by social network data. IEEE Access, 9, 109488-109496. https://doi.org/10.1109/ACCESS.2021.3102616

Perangin-angin, W. A., Respati, A. D., & Kusumawati, M. D. (2018). Pengaruh perceived usefulness dan perceived ease of use terhadap attitude toward using e-faktur. Jurnal Riset Ekonomi dan Manajemen, 16(2), 307-322. https://doi.org/10.17970/jrem.16.1602010.ID

Pratminingsih, S. A., Johan, A., & Salsabil, I. (2022). The effect of destination attractiveness on destination attachment and its impact on tourist sustainable behavior. Jurnal Siasat Bisnis, 222-234. https://doi.org/10.20885/jsb.vol26.iss2.art8

Priporas, C. V., Stylos, N., & Fotiadis, A. K. (2017). Generation Z consumers' expectations of interactions in smart retailing: A future agenda. Computers in human behavior, 77, 374-381. https://doi.org/10.1016/j.chb.2017.01.058

Qin, Y., Omar, B., & Musetti, A. (2022). The addiction behavior of short-form video app TikTok: The information quality and system quality perspective. Frontiers in Psychology, 13, 932805. https://doi.org/10.3389/fpsyg.2022.932805

Roggeveen, A. L., & Rosengren, S. (2022). From customer experience to human experience: Uses of systematized and non-systematized knowledge. Journal of Retailing and Consumer Services, 67, 102967. https://doi.org/10.1016/j.jretconser.2022.102967

Sharabati, A. A. A., Al-Haddad, S., Al-Khasawneh, M., Nababteh, N., Mohammad, M., & Abu Ghoush, Q. (2022). The impact of TikTok user satisfaction on continuous intention to use the application. Journal of Open Innovation: Technology, Market, and Complexity, 8(3), 125. https://doi.org/10.3390/joitmc8030125

Siagian, H., Tarigan, Z., & Ubud, S. (2022). The effect of electronic word of mouth on online customer loyalty through perceived ease of use and information sharing. International Journal of Data and Network Science, 6(4), 1155-1168. https://doi.org/10.5267/j.ijdns.2022.7.004

Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1), 1937847. https://doi.org/10.1080/23311975.2021.1937847

Takaya, M., & Yamashita, H. (2020). A study on the psychological change of consumer based on AIDAS model. Total Quality Science, 5(2), 53-63. https://doi.org/10.17929/tqs.5.53

Urbach, N., & Ahlemann, F. (2010). Structural equation modeling in information systems research using partial least squares. Journal of Information Technology Theory and Application (JITTA), 11(2), 2. https://aisel.aisnet.org/jitta/vol11/iss2/2/

Venkatesh, V. (2000). Determinants of perceived ease of use: Integrating control, intrinsic motivation, and emotion into the technology acceptance model. Information Systems Research, 11(4), 342-365. https://doi.org/10.1287/isre.11.4.342.11872

Venkatesh, V., & Davis, F. D. (1996). A model of the antecedents of perceived ease of use: Development and test. Decision sciences, 27(3), 451-481. https://doi.org/10.1111/j.1540-5915.1996.tb00860.x

Wibowo, B. S., & Haryokusumo, D. (2020). Peluang Revolusi Industri 4.0 Bidang Pemasaran: Pemanfaatan Aplikasi E-commerce, Sosial Media, dan Digital Marketing terhadap keputusan Instant Online Buying Konsumen Generasi Millenial. Capital: Jurnal Ekonomi dan Manajemen, 3(2), 86-99. https://doi.org/10.25273/capital.v3i2.6077

Wilson, N., Keni, K., & Tan, P. H. P. (2021). The role of perceived usefulness and perceived ease-of-use toward satisfaction and trust which influence computer consumers' loyalty in China. Gadjah Mada International Journal of Business, 23(3), 262-294. https://doi.org/10.22146/gamaijb.32106

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21, 1-12. https://doi.org/10.1177/0092070393211001

Zhao, J., & Wang, J. (2020). Health Advertising on Short-Video Social Media: A Study on User Attitudes Based on the Extended Technology Acceptance Model. International Journal of Environmental Research and Public Health, 17(5), 1501. https://doi.org/10.3390/ijerph17051501

Zrnec, A., Poženel, M., & Lavbič, D. (2022). Users' ability to perceive misinformation: An information quality assessment approach. Information Processing & Management, 59(1), 102739. https://doi.org/10.1016/j.ipm.2021.102739




DOI: https://doi.org/10.18196/mb.v15i1.19755

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Sri Astuti Pratminingsih, Zulganef Zulganef, Sri Wiludjeng Sunu Purwaningdyah, Nur Aima Syafie

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.


Office: 

Ruang Jurnal Manajemen Bisnis, 
Gedung Ki Bagus Hadikusuma (E4) Lantai 2, Kampus Terpadu Universitas Muhammadiyah Yogyakarta,
Jalan Brawijaya (Lingkar Selatan), Tamantirto, Kasihan, Bantul, Daerah Istimewa Yogyakarta, Indonesia, 55183
Website: journal.umy.ac.id/index.php/mb - E-mail: mabis@umy.ac.id
Phone: +62 274 387 656 (ext: 118)

Jurnal Manajemen Bisnis is licensed under Creative Commons Attribution-ShareAlike 4.0 International (CC BY-SA 4.0)