Abstract:
The purpose of the study was to test a modified information system success model
in the context of a mobile travel application in order to provide a richer explanation
of the focal operating system and the psychological factors that leisure travelers
regard as important for user engagement with mobile travel apps. The interrelationship among the basic constructs of DeLone and McLean's information system success model were also explored. A sample size of 219 mobile travel application users
aged 18 years and older and who reside in South Africa was collected using purposive non-probability convenience sampling. A self-administered online survey was
used for data collection. An exploratory factor analysis revealed the information quality and system quality dimensions to be a single dimension, which was named information and system quality. The results established information and system quality as a
significant predictor of service quality. Information and system quality, involvement,
and enjoyment also emerged as significant predictors of user engagement with
mobile travel applications, while service quality is not. Furthermore, engagement significantly influences word-of-mouth. The study suggests that service providers of
mobile travel applications should consider both the information and system characteristics of an application and the psychological factors of involvement and enjoyment if
they are to have a better understanding of user engagement with mobile travel applications. The findings indicate that the modified DeLone and McLean's information
system success model could be more applicable to exploring mobile travel application
engagement in emerging economies, and could be applied to future related studies in
other contexts in order to expand existing knowledge.
