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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- Department of Logistics, Marketing, Hospitality and Analytics - Senior Lecturer in the Department of LOHM
- Huddersfield Business School
- Centre for Sustainability, Responsibility, Governance and Ethics - Member