Examination of Factors Affecting Consumer Satisfaction in Mobile Hotel Reservation Systems with Task-technology Fit Model

Abstract

The aim of this research is to determine the factors affecting customer satisfaction in Mobile Hotel Reservation Systems within the framework of the Task-Technology Fit Model. The data of the research were obtained from 423 people living in Ankara through a questionnaire. Analysis of the research data was carried out with the structural equation modeling method using SPSS and AMOS programs. The results of the research reveal that task characteristics and technology characteristics have a positive and significant effect on task-technology fit. On the other hand, it is found that task-technology fit, perceived value and perceived enjoyment positively affect customer satisfaction. With the analyzes made, it has been determined that the findings obtained from the results of the hypotheses of the study support the relevant literature. The results obtained are important in terms of both pointing out new perspectives on mobile hotel reservation systems and contributing to the literature.

Keywords

• Mobile Hotel Reservation Systems
• Task-technology Fit Model
• Customer Satisfaction

Mobil Otel Rezervasyonu Sistemlerinde Tüketici Tatminini Etkileyen Faktörlerin Görev-Teknoloji Uyumu Modeli ile İncelenmesi

Abstract

Mobil Otel Rezervasyonu Sistemlerinde müşteri tatminini etkileyen faktörlerin Görev-Teknoloji Uyum Modeli çerçevesinde belirlenmesi bu araştırmanın amacını oluşturmaktadır. Araştırmanın verileri Ankara ilinde yaşayan 423 kişiden anket yoluyla elde edilmiştir. Araştırma verilerinin analizi, SPSS ve AMOS programlarını kullanarak yapısal eşitlik modellemesi yöntemiyle gerçekleştirilmiştir. Araştırma sonucu görev özelliklerinin ve teknoloji özelliklerinin, görev-teknoloji uyumu üzerinde pozitif yönlü ve anlamlı etkisinin olduğu ortaya koymaktadır. Diğer taraftan görev-teknoloji uyumunun, algılanan değerin ve algılanan keyfin müşteri tatminini pozitif yönde etkilediği bulgusuna ulaşılmıştır. Yapılan analizler ile çalışmanın hipotezlerin sonucundan elde edilen bulguların ilgili literatürü destekler nitelikte olduğu tespit edilmiştir. Elde edilen sonuçlar hem mobil otel rezervasyon sistemleri konusunda yeni bakış açılarına işaret edecek olması hem de literatüre katkı sağlaması bakımından önem arz etmektedir.

Keywords

• Mobil Otel Rezervasyonu Sistemleri
• Görev-teknoloji Uyum Modeli
• Müşteri Tatmini

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