Using a three-study approach, this study aims to construct a robust scale specifically designed for evaluating the service quality of hotel smartphone applications.
In the initial phase, an extensive literature review and qualitative data collection from 64 respondents were conducted, resulting in a refined pool of 46 items following analysis. Study 2 involved subjecting these 46 items to exploratory factor analysis based on data from 276 respondents, yielding a streamlined six-factor structure with 38 items. Study 3 further validated this factorial structure through partial least squares – structural equation modeling and confirmatory composite analysis, using data from 532 respondents.
The results confirmed the Hotel App Quality Scale (HAPQUAL) as a second-order construct featuring six dimensions and 33 items, encompassing Functionality, Hotel Information and Contact, Personalization, Software, Trustworthiness and Ease of Use and Usefulness.
HAPQUAL provides a validated framework for evaluating hotel app quality. It advances hospitality and technology research by filling a gap in assessing digital service quality. It offers industry practitioners a tool to identify inefficiencies, enhance functionality and improve trust and personalization, fostering customer loyalty. Its insights guide resource allocation to prioritize features that boost satisfaction and profitability.
This pioneering study establishes a novel measurement scale, providing validation for assessing consumer perceptions of hotel smartphone applications.
