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Exploring Tourist Satisfaction with Mobile Technology

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Information and Communication Technologies in Tourism 2007

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Abstract

Wireless access with handled devices is a promising addition to the WWW and traditional electronic business. Handheld devices provide convenience, portable access, and large amounts of information to travelers. Many mobile commerce application models have been developed, however, limited research exists on mobile users’ perspectives with regard to satisfaction towards mobile technology. There is a need to develop an understanding of travelers’ satisfaction with mobile commerce in order to gain optimum competitive advantage. In this paper, we adapted and developed the American Customer Satisfaction Model (ACSM) to m-commerce in the tourism industry. The results of this study suggest that the degree of perception and perceived value are key factors affecting mobile travelers’ satisfaction with mobile experiences. Satisfaction, in turn, influences the extent of intention to continue to use mobile devices during travel.

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Author information

Authors and Affiliations

  1. Department of Consumer Science & Retailing, Purdue University, USA

    JungKook Lee

  2. Department of Hospitality and Tourism Management, Purdue University, USA

    Juline E. Mills

Authors
  1. JungKook Lee
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  2. Juline E. Mills
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Editor information

Editors and Affiliations

  1. School of Business, University of the Aegean, Chios, Greece

    Marianna Sigala

  2. Dipartimento di Informatica e Studi Aziendali, Universitá degli Studi di Trento, Trento, Italy

    Luisa Mich

  3. School of Business, University of Western Australia, Crawley, Western Australia, Australia

    Jamie Murphy

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© 2007 Springer-Verlag Wien

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Lee, J., Mills, J.E. (2007). Exploring Tourist Satisfaction with Mobile Technology. In: Sigala, M., Mich, L., Murphy, J. (eds) Information and Communication Technologies in Tourism 2007. Springer, Vienna. https://doi.org/10.1007/978-3-211-69566-1_14

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  • DOI: https://doi.org/10.1007/978-3-211-69566-1_14

  • Publisher Name: Springer, Vienna

  • Print ISBN: 978-3-211-69564-7

  • Online ISBN: 978-3-211-69566-1

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