Evaluation of User Satisfaction and Trust of Review Platforms: Analysis of the Impact of Privacy and E-WOM in the Case of TripAdvisor

Abstract

Technological advances have had many advantages like an E-WOM (Electronic Word of Mouth) that has become a very important and powerful tool for users who wish to share their knowledge, experiences and emotions about a product or service. But the use of virtual platforms may affect the privacy of users data. This present study has a twofold objective: first check if the privacy of users when using TripAdvisor, the world’s largest travel platform, has an impact on their satisfaction and trust on the platform. Secondly, the relationship between E-WOM and the variables users trust and satisfaction when using TripAdvisor is examined. In order to achieve the objectives set out, the sample of 390 persons was analyzed. The PLS-SEM method has been used to process the data and test the hypotheses. The results of the analysis have shown that there is a positive and direct relationship between TripAdvisor users’ privacy and satisfaction. The direct and positive relationship between users’ E-WOM and their degree of satisfaction and trust toward the platform has also been confirmed. This study makes a significant contribution to the academic literature on the variables studied, as previous studies presented different results.

Support or Suppress? Research on the Mechanism of Employee’s GNS on Innovation Performance: From the Perspective of Status Competition

“…The results show that the LMX plays a partial mediating role between GNS and innovation performance ( Kenny et al, 1998 ), and Hypothesis 2 is supported. Hypothesis 2 was also tested using bootstrap resampling (5,000 times), which allows us to see the algebraic sign, the magnitude and the significance of the hypotheses put forward ( Martínez-Navalón et al, 2021 ). If the confidence intervals of the results exclude 0, the mediation effect is supported ( Preacher et al, 2010 ).…”

“…GNS is an important variable highly related to job setting in the work characteristic model ( Hackman and Oldham, 1976 ), reflecting the strong willingness of individuals to accept challenges, continue to learn and achieve professional development. With the widespread use of information and communication technologies (ICT) and the global popularity of COVID-19, crises and technological advances have influenced each other to bring about changes in the ways of working such as telecommuting and virtual work strategies ( Abarca et al, 2020 ; Low et al, 2020 ; Garro-Abarca et al, 2021 ; Martínez-Navalón et al, 2021 ). Therefore, this also brings profound changes to the working characteristic model, such as diversity, communication, virtuality, innovation, challenge, and so on.…”

Judgments in the Sharing Economy: The Effect of User-Generated Trust and Reputation Information on Decision-Making Accuracy and Bias

“…We consider this transitive property must be considered carefully, as it may stem from a false equivalence that if the platform is safe, so are the associated interactions (cf. Martínez-Navalón et al, 2021 ). Yet given the P2P nature of the SE, this may not be so (see Earle and Cvetkovich, 1999 ).…”

“…Notably, while it was initially believed that the use of such heuristics results in poorer decision-making ( Piatelli-Palmarini, 1994 ), it is now acknowledged to provide comparatively accurate judgments ( Gigerenzer and Gaissmaier, 2011 ). These patterns of reasoning seem to also extend to SE environments, as users assume they can incorporate multiple cues into their judgments or a priori believe that specific factors affect their involvement with the SE environment when this does not reflect real-world behavior (e.g., privacy; Martínez-Navalón et al, 2021 ). Furthermore, users even request additional information or indicate strong preferences for specific sources, yet seem to be unable to incorporate more than around three TRI elements to reach a stable decision ( Zloteanu et al, 2018 ; see, also Harries and Harries, 2001 ).…”

The Impact of Data Vulnerability in Online Health Communities: An Institutional Assurance Perspective

“…Data vulnerability is defined as individuals’ feelings of susceptibility to harm due to unwanted uses of their personal data ( Martin et al, 2017 ). In this digital age, people have high awareness of information security ( Mamonov and Benbunan-Fich, 2018 ; Mohr and Walter, 2019 ; Mombeuil and Uhde, 2021 ) and are increasingly emphasizing data privacy ( Wang et al, 2019 ; Esmaeilzadeh, 2020b ; Liyanaarachchi, 2021 ; Martínez-Navalón et al, 2021 ). A likely reason is that information leakage or data breach events have occurred frequently in recent years ( Goode et al, 2017 ).…”