Help Me TripAdvisor! Examining the Relationship between TripAdvisor e-WOM Attributes, Trusts towards Online Reviews and Travellers Behavioural Intentions

IF 0.3 Q4 COMPUTER SCIENCE, INTERDISCIPLINARY APPLICATIONS Journal of Information and Organizational Sciences Pub Date : 2020-06-25 DOI:10.31341/jios.44.1.4

Nur Zarifah Dhabitah Mahat, M. Hanafiah

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引用次数: 12

Abstract

This paper aims to examine the impact of TripAdvisor reviews on behavioural intentions, basing on travellers' trust towards the e-WOM reviews. Four factors are proposed for building travellers’ trust and behavioural intentions: information quality, credibility, adoption and usefulness. Trust is expected to mediate the relationship between eWOM attributes and travellers’ behavioural intention. Data from 410 travellers were analysed using Partial Least Square-Structural Equation Modeling (PLS-SEM), and the findings show that TripAdvisor e-WOM attributes (information credibility, adoption and usefulness) significantly influence the traveller's trust. Besides, traveller behavioural intention was influenced considerably by TripAdvisor eWOM information credibility and usefulness. Lastly, trust in e-WOM significantly mediates travellers' behavioural intention. This paper confirms the importance of eWOM in the context of the tourism industry and travellers' trust and behaviour towards online review, which altered how consumers behave before deciding to travel.

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帮助我TripAdvisor！TripAdvisor电子口碑属性、对在线评论的信任与旅行者行为意向之间的关系研究

本文旨在基于旅行者对e-WOM评论的信任，研究TripAdvisor评论对行为意向的影响。对于建立旅行者的信任和行为意向，提出了四个因素:信息质量、可信度、采纳和有用性。信任在eWOM属性与出境者行为意愿之间起中介作用。我们使用偏最小二乘结构方程模型(PLS-SEM)分析了410名旅行者的数据，结果表明TripAdvisor e-口碑属性(信息可信度、采用度和有用性)显著影响旅行者的信任度。此外，TripAdvisor eWOM信息可信度和有用性对旅行者的行为意愿有显著影响。最后，对电子口碑的信任显著调节旅行者的行为意愿。本文证实了eom在旅游业和旅行者对在线评论的信任和行为的背景下的重要性，这改变了消费者在决定旅行之前的行为。

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