Customer Acceptance of Online Travel Agents in Indonesia

Almunawar, Mohammad Nabil; Anshari, Muhammad; Lim, Syamimi Ariff

doi:10.1080/10599231.2022.2095588

Cited by 2 publications

(2 citation statements)

References 38 publications

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“…According to the Technology Acceptance Model (TAM), ease of use is one of the significant factors that affect the acceptance of a technology. The model suggests that a technology must be perceived as easy to use and understand to be accepted (Almunawar et al, 2022). Moreover, ease of use affects the user's attitude towards the technology, which leads to its adoption or rejection.…”

Section: Technology Acceptance On E-crmmentioning

confidence: 99%

Electronic Customer Relationship Management Systems in E-Commerce Platforms: Exploring the Antecedents of Technology Acceptance and Customer Satisfaction

Rustandi,

Hindarsah,

Jamaludin

2024

mem

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<p>This paper undertakes a comprehensive analysis of the cutting-edge maneuvers in Electronic Customer Relationship Management e-CRM in an e-commerce context, encompassing four significant categories: e-CRM, cost, technology acceptance, and customer satisfaction. It also evaluates the construct developments in these four categories. To assess the effectiveness and accuracy of the measurement model, the method of Structural Equation Modeling was utilized. Gathered data from 167 e-commerce sellers in Bandung, the results showed that e-CRM performance relied heavily on the ability of infrastructure, ease of use, and e-learning systems. The development and integration of these factors led to a positive effect on the effectiveness of the e-CRM. In addition, the findings underscored that customer expenses had a favorable influence on customer relationship performance. Consequently, this relationship performance led to an enhancement in the overall effectiveness of the e-CRM in e-commerce. A managerial implication for each category is also provided, along with suggestions for future research and directions.</p>

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Section: Technology Acceptance On E-crmmentioning

confidence: 99%

Electronic Customer Relationship Management Systems in E-Commerce Platforms: Exploring the Antecedents of Technology Acceptance and Customer Satisfaction

Rustandi,

Hindarsah,

Jamaludin

2024

mem

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“…Trust is the foundation of online transactions (Nugroho & Hati, 2020). Trust also determines the quality of service and reliability of online travel agents (Almunawar et al, 2022). Therefore, understanding the role of trust in Gen Z purchasing decision in online travel agents help capture the loyalty of this techsavvy and value-driven generation.…”

Section: Introductionmentioning

confidence: 99%

Determinants of Indonesian Gen Z’s purchase behavior on online travel platforms: Extending UTAUT model

Dian Octaviani,

Sucherly,

Prabowo

et al. 2023

Innovative Marketing

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Understanding Gen Z’s purchase behavior in online travel agents is essential to effectively engage and meet the unique preferences of this generation, fostering long-term loyalty and satisfaction. Utilizing the unified theory of acceptance and use of technology (UTAUT) as the theoretical foundation, this study aims to analyze the impact of performance expectancy, effort expectancy, social influence, facilitating condition, and trust on purchase decision of flight tickets through online travel agent platforms. The data were collected through an online survey of 253 Gen Z users of online travel agent applications in Indonesia, such as Traveloka, Tiket.com, Pegipegi.com, Agoda, and Booking.com. The study employed PLS-SEM to test the hypotheses. The results indicate that performance expectancy, effort expectancy, social influence, and facilitating conditions influence trust (t-value 1.645, p-value &lt; 0.05). Further, performance expectancy, effort expectancy, and facilitating conditions influence purchase decisions (t-value 1.645, p-value &lt; 0.05). However, social influence does not significantly affect purchase decisions (t-value 1.041, p-value &gt; 0.05). The analysis also shows that trust fully mediates the relationship between social influence and purchase decisions, while no mediating effect is identified in the relationship between effort expectancy and purchase decisions. By investigating the key factors contributing to Gen Z’s buying behavior in online travel agent platforms, this paper provides valuable insights for online travel businesses to effectively engage and cater to Gen Z’s unique needs and preferences.

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Customer Acceptance of Online Travel Agents in Indonesia

Cited by 2 publications

References 38 publications

Electronic Customer Relationship Management Systems in E-Commerce Platforms: Exploring the Antecedents of Technology Acceptance and Customer Satisfaction

Electronic Customer Relationship Management Systems in E-Commerce Platforms: Exploring the Antecedents of Technology Acceptance and Customer Satisfaction

Determinants of Indonesian Gen Z’s purchase behavior on online travel platforms: Extending UTAUT model

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