Leveraging Psychological Characteristics to Influence Mobile Hotel Bookings During a Global Health Crisis

ABSTRACT

This study examined the factors that influence consumers’ booking intentions when using hotel mobile apps during a global health crisis. Data were collected from 386 hotel mobile app users and analyzed using Smart PLS-SEM, which can handle smaller sample sizes and complex models. The results showed that the most influential factor in booking intentions was self-efficacy, followed by trust relating to consumer health. This study expands the study of mobile technology and mobile apps by evaluating the psychological insights from actual consumers using self-efficacy, personalization, perceived benefit, privacy risk, and trust relating to consumer health and their influence on booking intentions during a worldwide health crisis.

KEYWORDS:

• Hotel mobile apps
• personalization
• health trust
• psychological characteristics

Disclosure Statement

No potential conflict of interest was reported by the author(s).