Analysing behavioural differences between e- and m-bookers in hotel booking

Jialin (Snow) Wu, Rob Law

Research output: Journal article publicationJournal articleAcademic researchpeer-review

11 Citations (Scopus)


This study analysed the behavioural differences between e- and m-bookers in online hotel booking. The theoretical relationships among functionality and usability, perceived value for money and time, and satisfaction and loyalty were analysed based on the quality–satisfaction–loyalty framework. Results from a sample of 431 and 401 e- and m-bookers, respectively, affirmed the similarities and differences between the two types of bookers. Results also showed that e- and m-bookers substantially differ in their perceptions on functionality and usability performance, perceived value for money and relative importance of functionality and usability in online hotel booking. Moreover, the findings revealed the moderating effects of perceived value for money and time on the satisfaction–loyalty link among m-bookers.

Original languageEnglish
Pages (from-to)247-256
Number of pages10
JournalInternational Journal of Hospitality Management
Publication statusPublished - Oct 2019


  • Computer website
  • e-booker
  • m-booker
  • mobile app
  • Online hotel booking
  • Quality–satisfaction–loyalty

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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