EVALUATING USER PREFERENCES AND BEHAVIOURAL INTENTIONS FOR ACCOMMODATION BOOKING APPS: INSIGHTS INTO SECURITY, CONVENIENCE, AND SERVICE INNOVATION

commerce

This research examines user intentions and behavior in the context of accommodation booking mobile applications along three critical dimensions: security, convenience, and service innovation. With increasing use of mobile platforms for travel and accommodation planning, knowledge of what influences user trust, satisfaction, and loyalty is vital for enhancing service delivery and competitiveness. Drawing from a mix of chi-square analysis, linear regression, and ANOVA, the study compares how certain aspects of an application impact user activities. Findings indicate that those security aspects such as biometrics and two-step verification have impacts on user confidence and future engagement. Although those convenience-related attributes like flexible pay options and self- billing accounted for little impact on satisfaction in direct terms, extensive accommodation description and imagery prove to be huge determinants in repeated use. The research also analyzes the function of service innovation, such as personal recommendations and live customer support. While not always statistically significant, the results point to a pattern where users that appreciate live support and problem solving are more active. Demographics showed that young users prefer innovation and ease, whereas older users prioritize security and dependability. Most importantly, service innovation is a significant driver of switching behavior, as users are likely to switch to competing platforms with better support and user experience. As a whole, the results confirm that it is crucial to include specially designed features that correspond with user expectations. Developers should give much weight to a combination of security, usability, and innovation in order to enhance user engagement and retention.

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