Exploring post-adoption behaviors of e-service users: Evidence from the hospitality sector /online travel services

The paper presents a comprehensive framework exploring determinants of hotel booking intentions among eservice users of hospitality products/services. The study adopted a sequential exploratory strategy (SES) to gather the data using an open-ended questionnaire designed after a thorough evaluation of the relevant determinants from the literature. An integration of Hybrid Fuzzy Analytical Hierarchy Process (FAHP) and Fuzzy Interpretive Structural Modeling (FISM) approach was used to first identify and rank the determinants according to their relative importance through FAHP, and to further develop a hierarchical relationship amongst the identified determinants to define the relative dependence and driver powers. The data collected from 120 respondents were thoroughly evaluated. The study explored localization, website quality, product information, perceived interactivity, price and promotion, e-security, customer value, service quality, electronic word of mouth (eWOM), marketing and brand promotion as drivers influencing hotel booking intention among travelers.

Automated summary

This paper presents a comprehensive framework exploring determinants of hotel booking intentions among eservice users, using a hybrid approach of FAHP and FISM to identify and rank the important factors. Factors such as localization, website quality, product information, price and promotion, e-security, customer value were found to influence travelers' hotel booking intentions.