Testing a modified information system success model in a mobile travel app context

Abstract

The purpose of the study was to test a modified information system success model in the context of a mobile travel application in order to provide a richer explanation of the focal operating system and the psychological factors that leisure travelers regard as important for user engagement with mobile travel apps. The interrelationship among the basic constructs of DeLone and McLean's information system success model were also explored. A sample size of 219 mobile travel application users aged 18 years and older and who reside in South Africa was collected using purposive non‐probability convenience sampling. A self‐administered online survey was used for data collection. An exploratory factor analysis revealed the information quality and system quality dimensions to be a single dimension, which was named information and system quality. The results established information and system quality as a significant predictor of service quality. Information and system quality, involvement, and enjoyment also emerged as significant predictors of user engagement with mobile travel applications, while service quality is not. Furthermore, engagement significantly influences word‐of‐mouth. The study suggests that service providers of mobile travel applications should consider both the information and system characteristics of an application and the psychological factors of involvement and enjoyment if they are to have a better understanding of user engagement with mobile travel applications. The findings indicate that the modified DeLone and McLean's information system success model could be more applicable to exploring mobile travel application engagement in emerging economies, and could be applied to future related studies in other contexts in order to expand existing knowledge.