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.
Preview
Unable to display preview. Download preview PDF.
References
Advani, R. & Choudhury, K. (2001). Making the most of B2C wireless. Business Strategy Review, 12(2), 39–49.
Anckar, B. & D’Incau, D. (2002). Value-added services in mobile commerce: An analytical framework and empirical findings from a national consumer survey. In Proceedings of the 35th Hawaii International Conference on System Science, Hawaii, USA, 2004.
Arnett, D. B., Laverie, D. A. & Meiers, A. (2003). Developing parsimonious retailer equity indexes using partial least squares analysis: A method and applications. Journal of Retailing, 79(3), 161–170.
Buhalis, D. & Licata, M.C. (2002). The future of e-tourism intermediaries, Tourism Management, 23(3), 207–20.
Bughin, J., Lind, F., Stenius, P. & Wilshire, M. (2001). Mobile portals: mobile for scale. The McKinsey Quarterly, 38(2), 118–127.
Byrne, B.M. (2001). Structural Equation Modeling with AMOS: Basic Concepts, Applications and Programming, Lawrence Erlbaum Associates, Mahwah, NJ.
Christian, R. (2001). Developing an online access strategy: issues facing small-to medium-sized tourism and hospitality enterprises. Journal of Vacation Marketing, 7,2, 170–178.
Chetwynd, C. (1999). The exhibitionists. Marketing Week, 21(43), 33–41.
Clarke, I. (2001). Emerging value propositions for m-commerce. Journal of Business Strategies, 18(2), 133–148.
CNET News (April, 2006). Mobile browsing becoming mainstream. 14.
Corona, B. & Winter, S., (2001). Navigation information for pedestrians for city maps. In Konecny, M., Friedmannova, L, Golan, J., Kolar, M. (Eds.), GI in Europe: Integrative — Interoperable — Interactive. Proceedings of the 4th AGILE Conference on Geographic Information Science (pp. 189–197). Masaryk University Brono.
Cravens, D. W, Shipp, S. H., & Cravens, K. S. (1993), Analysis of co-operative interorganizational relationships, strategic alliance formation and strategic alliance effectiveness. Journal of Strategic Marketing, 55–70.
Eriksson, O. (2002). Location Based Destination Information for the Mobile Tourist. In Wöber K.W., Frew A. J. & Hitz M. (Eds.) Information and Communication Technologies in Tourism,, Springer-Verlag Wien, Innsbruck, 22–25, Jan 2002.
Fernadez, A. (2000). The future of mobile telephony. Presentation to Mobile Telephony and Communications. Madrid, Spain, 22–23 May.
Fornell, C, Johnson, M. D., Anderson, E. W., Cha, J. & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and finding. Journal of Marketing, 60(4), 7–18.
Gerpott, T. J., Rams, W. & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunications Policy, 25(4), 249–269.
Gorst, J. K., Wallace, W. & Kanji, G. K. (1999). Customer satisfaction at the Sheffield World Congress. Total Quality Management, 10(4), 561–568.
Kim, M. K., Park, M. C. & Jeong, D. H. (2004). The effects of customer satisfaction and switching barriers on customer loyalty in Korean mobile telecommunication services. Telecommunication Policy, 28(2), 145–159.
Kumar, S. & Zahn, C. (2003). Mobile communications: evolution and impact on business operations. Technovation, 23(6), 515–520.
Landis, J. R. & Koch, G. G. (1977). The measurement of observer agreement for categorical data. Biometrics, 33, 159–174.
Mukherjee, A., Nath, P. & Pal, M. (2003). Resource, service quality and performance triad: A framework for measuring efficiency of banking services. Journal of the Operational Research Society, 54(7), 723–735.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the customer. Boston: Irwin McGraw-Hill.
Oppermann, R. & Specht, M. (1999). A Nomadic Information System for Adaptive Exhibition Guidance. In the Proceedings of the International Conference on Hypermedia and Interactivity in Museums (ICHIM 99). Washington, USA, 23–25 September 1999.
Poon, A. (2001), The future of travel agents. Travel & Tourism Analyst, 3, 57–80.
Schumacker, R.E. & Lomax, R.G. (1996), A Beginner’s Guide to Structural Equation Modeling, Lawrence Erlbaum Associates, Mahwah, NJ.
Siau, K., Lim, E. & Shen, Z. (2001). Mobile commerce: promise, challenges, and research agenda. Journal of Database Management, 12,3, 112–120.
Sussmann, S. & Baker, M. (1996). Responding to the electronic marketplace: lessons from destination management systems, International Journal of Hospitality Management, 15(2), 99–112.
Turel, O. & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical investigation. Telecommunication Policy, 30(4), 314–331.
Rodseth, J., Jenssen, G. D., Moen, T. & Asmundvaag, B. (2001). ICT in road traffic. In proceedings of the Eight World Congress on Intelligent Transport Systems, 30 Sep.–4 Oct., Sydney, Australia.
Tsalagidou, A. Veijalainen, J. & Pitoura, E. (2000). Challenges in Mobile Electronic Commerce, In Proceedings of IeC2000. 3rd International Conference on Innovation Through E-Commerce. Manchester UK, Nov. 14th–16th.
Varshney, U. & Vetter, R. (2002). Mobile commerce: framework applications and networking support. Mobile Network and Applications, 7(3), 185–198.
Vogt, H., Gartner, F. C, & Pagnia, H. (2003). Surpporting fair exchange in mobile environments. Mobile Network and Applications, 8(2), 127–136.
Wei, J. & Ozok, A. (2005). Development of a web-based mobile airline ticketing model with usability features. Industrial Management & Data Systems, 105(9), 1261–1277.
Will, G. (2004). Upstart airline shows direction of industry. The Chicago Sun Times, Chicago Sun Times Inc., Chicago, IL, available at: http://web.lexis-nexis.com
Wireless Computing (2003). All about Wi-Fi. Computer Reports, 68(9), 20–32.
Yang, M. C, Wang, G.C. & Tsai, P. S. (2003). The design of the PDA-based museum guiding system
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2007 Springer-Verlag Wien
About this paper
Cite this paper
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
Download citation
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