A Proposed Conceptual Model Integrating User Experience and Technology Acceptance in Hospitality Reservation Systems

DOI

10.2991/978-94-6239-809-2_48How to use a DOI?

Keywords

Hotel Reservation System; Technology Acceptance Model; Trust; Satisfaction; User Experience

Abstract

The digital transformation in the hospitality sector has positioned online reservation systems as critical channels for room distribution and competitive advantage. While existing literature extensively evaluates booking platforms, research often decouples interface-driven user experience (UX) evaluations from psychology-based technology acceptance frameworks. This study addresses this gap by empirically validating an integrated structural model combining the User Experience Questionnaire (UEQ) framework, the Technology Acceptance Model (TAM), and the mediating roles of Trust and Satisfaction in predicting Behavioral Intention to Use. Data were collected cross-sectionally from digital hotel reservation users in Indonesia and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The empirical findings confirm that User Experience is a foundational antecedent that significantly and positively influences both Perceived Ease of Use (PEOU) and Perceived Usefulness (PU). Furthermore, the structural path from Trust to Satisfaction, and sequentially from Satisfaction to Behavioral Intention, was strongly supported, establishing Trust as the core driver of platform loyalty. However, the direct paths from PEOU to PU, from PEOU to Trust, and from PU to Trust were not statistically significant, indicating that interface ease and functional utility alone are insufficient to establish transactional trust in high-risk online hotel-booking environments. Theoretically, this study advances hospitality information systems by operationalizing abstract TAM constructs into concrete interface design attributes. In practice, it provides hoteliers and system developers with actionable insights to pair superior UX design with robust security mechanisms, fostering customer trust and driving direct-booking retention.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Kadek Dwi Pradnyani Novianti
AU  - I Gusti Agung Mirah Sanjiwani
AU  - Putu Gita Suari Miranti
PY  - 2026
DA  - 2026/10/24
TI  - A Proposed Conceptual Model Integrating User Experience and Technology Acceptance in Hospitality Reservation Systems
BT  - Proceedings of the International Conference on Sustainable Green Tourism Applied Science - Social Applied Science 2026 (ICoSTAS-SAS 2026)
PB  - Atlantis Press
SP  - 498
EP  - 509
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-94-6239-809-2_48
DO  - 10.2991/978-94-6239-809-2_48
ID  - Novianti2026
ER  -