International Journal of Academic Research in Business and Social Sciences

search-icon

Examining the Effect of Customer Perceived Health Risk and Acceptance on Contactless Hotel Application Usage During the Pandemic

Open access

Liara Azniza Aziz, Samsul Bahri Usman, Siti Khuzaimah Abu Bakar, Mohd Onn Rashdi Abd Patah

Pages 904-917 Received: 08 Sep, 2022 Revised: 11 Oct, 2022 Published Online: 12 Nov, 2022

http://dx.doi.org/10.46886/IJARBSS/v12-i11/11475
During the COVID-19 pandemic, this study looks at the effects of contactless hotel applications, how customers accept them, and what they think the health risks are. The hotel business is part of the hospitality industry, which focuses on giving people places to stay. In recent years, more and more people around the world have started to see travel as an important part of their lives. The global hotel and resort market was worth 1.21 trillion US dollars in 2019. This is a reasonable drop from the 1.24 trillion US dollars it was worth the year before due to a pandemic announced by the World Health Organization (WHO). So, there needs to be a new way to stay in business so that people can try out new business ideas during COVID-19 and the social distance. So, two research questions were made, the first of which will look at how contactless hotel apps affect how customers feel about them. Also, the second question will look at how customers' perceptions of health risks affect the relationship between contactless applications and customers' acceptance of them.
Alonso, A. D., Kok, S. K., Bressan, A., O’Shea, M., Sakellarios, N., Koresis, A., ... & Santoni, L. J. (2020). COVID-19, aftermath, impacts, and hospitality firms: An international perspective. International Journal of Hospitality Management, 91, 102654.
Berezan, O., Yoo, M., & Christodoulidou, N. (2016). The impact of communication channels on communication style and information quality for hotel loyalty programs. Journal of Hospitality and Tourism Technology, 7(1), 100-116.
Bongaerts, R., Kwiatkowski, M., & Konig, T. (2017). Disruption technology in mobility: customer acceptance and examples. In Phantom ex machina (pp. 119-135). Springer, Cham.
Brem, A., Viardot, E., & Nylund, P. A. (2021). Implications of the coronavirus (COVID-19) outbreak for innovation: Which technologies will improve our lives? Technological forecasting and social change, 163, 120451.
Chan, A. P. H., & Tung, V. W. S. (2019). Examining the effects of robotic service on brand experience: the moderating role of hotel segment. Journal of Travel & Tourism Marketing, 36(4), 458-468. https://doi.org/10.1080/10548408.2019.1568953
Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern methods for business research, 295(2), 295-336.
Cohen, J. (1988). Set correlation and contingency tables. Applied psychological measurement, 12(4), 425-434.
Dhagarra, D., Goswami, M., & Kumar, G. (2020). Impact of Trust and Privacy Concerns on Technology Acceptance in Healthcare: An Indian Perspective. International Journal of Medical Informatics, 141. https://doi.org/10.1016/j.ijmedinf.2020.104164 (Dragovi? et al., 2018)
Dragovic, N., Stankov, U., & Vasiljevic, D. (2018). Contactless Technology as a Factor of Tourism Industry Development - A Review of Current Practices and Future Directions. Economic Themes, 56, 179-202. https://doi.org/10.2478/ethemes-2018-0011
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. In: Sage Publications: Los Angeles, CA.
Geisser, S. (1975). The predictive sample reuse method with applications. Journal of the American statistical Association, 70(350), 320-328.
Hair Jr, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2017). Advanced issues in partial least squares structural equation modeling. saGe publications.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43(1), 115-135.
Hirschmann, R. (2020). Gross domestic product direct contribution from tourism in Malaysia from 2010 to 2019(in billion Malaysian ringgit). https://www.statista.com/statistics/1126334/malaysia-gdp-direct-contribution-tourism/
Hulland, J. (1999). Use of partial least squares (PLS) in strategic management research: A review of four recent studies. Strategic management journal, 20(2), 195-204.
Le, D., & Phi, G. (2021). Strategic responses of the hotel sector to COVID-19: Toward a refined pandemic crisis management framework. International Journal of Hospitality Management, 94, 102808.
Lee, S. (2018). Enhancing customers’ continued mobile app use in the service industry. Journal of Services Marketing, 32(6), 680-691. https://doi.org/10.1108/jsm-01-2017-0015
Lukanova, G., & Ilieva, G. (2019). Robots, artificial intelligence, and service automation in hotels. In Robots, artificial intelligence, and service automation in travel, tourism and hospitality. Emerald Publishing Limited.
Meents, S., & Verhagen, T. (2018). Reducing consumer risk in electronic marketplaces: The signaling role of product and seller information. Computers in Human Behavior, 86, 205-217.
Powell, G. N. (2020). Work–family lockdown: implications for a post-pandemic research agenda. Gender in Management: An International Journal, ahead-of-print(ahead-of-print). https://doi.org/10.1108/gm-05-2020-0148
Varga, S., Mistry, T. G., Ali, F., & Cobanoglu, C. (2021). Employee perceptions of wellness programs in the hospitality industry. International Journal of Contemporary Hospitality Management, 33(10), 3331-3354.
Wang, S., & Hung, K. (2015). Customer perceptions of critical success factors for guest houses. International Journal of Hospitality Management, 48, 92-101.
Wasko, M. M., & Faraj, S. (2005). Why should I share? Examining social capital and knowledge contribution in electronic networks of practice. MIS quarterly, 35-57.
Wosik, J., Fudim, M., Cameron, B., Gellad, Z. F., Cho, A., Phinney, D., Curtis, S., Roman, M., Poon, E. G., & Ferranti, J. (2020). Telehealth transformation: COVID-19 and the rise of virtual care. Journal of the American Medical Informatics Association, 27(6), 957-962.
Yang, H., Song, H., Cheung, C., & Guan, J. (2021). How to enhance hotel guests’ acceptance and experience of smart hotel technology: An examination of visiting intentions. International Journal of Hospitality Management, 97. https://doi.org/10.1016/j.ijhm.2021.103000
Ye, Q., Zhou, R., Anwar, M. A., Siddiquei, A. N., & Asmi, F. (2020). Entrepreneurs and environmental sustainability in the digital era: Regional and institutional perspectives. International journal of environmental research and public health, 17(4), 1355.
Zhou, X., Cai, Z., Tan, K. H., Zhang, L., Du, J., & Song, M. (2021). Technological innovation and structural change for economic development in China as an emerging market. Technological Forecasting and Social Change, 167, 120671.
In-Text Citation: (Aziz et al., 2022)
To Cite this Article: Aziz, L. A., Usman, S. B., Bakar, S. K. A., & Patah, M. O. R. A. (2022). Examining the Effect of Customer Perceived Health Risk and Acceptance on Contactless Hotel Application Usage During the Pandemic. International Journal of Academic Research in Business and Social Sciences, 12(11), 904– 917.