Top

Information Systems and e-Business Management

Published in:

13-02-2016 | Original Article

Feeling leads to believing: a Kansei-based approach to explore website users’ purchase intention in the travel agency sector

Author: Kuo-Chien Chang

Published in: Information Systems and e-Business Management | Issue 1/2017

Activate our intelligent search to find suitable subject content or patents.

search-config

AI-assisted search

Off

Abstract

Although website users’ affective and cognitive perceptions interactively influence their purchase intention toward a company’s website products, little research has simultaneously examined the effects of website users’ perceived affective quality (PAQ) and perceived website quality (PWQ) on purchase intention (PI) in the travel agency sector. Particularly, the moderating roles of website users’ perceived affective trust (PAT) and perceived cognition trust (PCT) on the PAQ–PWQ–PI interrelationships were explored. To this end, by applying the Kansei engineering approach, this study first collected the positive and negative affective words relevant to four travel product properties on the travel agency websites from related media sources and categorized them using the affinity diagram method. Multiple regression analysis of the interrelationships among PAQ, PWQ, and PI showed that certain PAQs (including content feeling unique, content feeling trustworthy, graphic feeling eye-catching, graphic feeling favorable price, and layout feeling comprehensive) had positive effects on PWQ. However, only certain PAQs (including color feeling relaxing, graphic feeling eye-catching, graphic feeling topical, and layout feeling humanistic) engendered positive effects on PI. Finally, multiple group analysis by structural equation modeling showed that only PAT had a moderating effect on the relationship between PAQ and PWQ. These results suggest that affective factors exerted more significant effects on website users’ perceptions and behaviors than did cognitive factors in the travel agency website context. Drawing on the empirical findings, managerial implications and directions for future research are provided.

previous article Ranking information security controls by using fuzzy analytic hierarchy process

next article Learning to evaluate and recommend query in restaurant search systems

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 390 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Maschinenbau + Werkstoffe

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Available only for authorised users

Aghdaie FA, Fahti S, Piraman A (2011) Factors affecting the attitude of trust in internet purchasing from the perspective of consumers. Interdiscip J Contemp Res Bus 3(5):208–221

Ajzen I, Fishbein M (1980) Understanding attitudes and predicting social behaviour. Prentice-Hall, Englewood Cliffs

Aladwani AM, Palvia PC (2002) Developing and validating an instrument for measuring user-perceived web quality. Inf Manag 39(6):467–476CrossRef

Bagozzi RP (1992) The self-regulation of attitudes, intentions, and behavior. Soc Psychol Q 55(2):178–204CrossRef

Bai B, Law R, Wen I (2008) The impact of website quality on customer satisfaction and purchase intentions: evidence from Chinese online visitors. Int J Hosp Manag 27(3):391–402CrossRef

Banyai M, Glover TD (2012) Evaluating research methods on travel blogs. J Travel Res 51(3):267–277CrossRef

Barnes SL, Vidgen R (2003) Measuring web site quality improvements: a case study of the forum of strategic management knowledge exchange. Ind Manag Data Syst 103(5):297–309CrossRef

Chang KC (2015) How travel agency reputation creats recommendation behavior. Ind Manag Data Syst 115(2):332–352CrossRef

Chang KC, Tarn DDC (2008) Raising consumers’ sense of service in the hotel sector: an interactive perceptive of service tangibility. Anatol Int J Tour Hosp Res 19(2):306–322

Chang KC, Chen MC, Hsu CL, Kuo NT (2012) Integrating loss aversion into a technology acceptance model to assess the relationship between website quality and website user’s behavioural intentions. Total Qual Manag Bus Excell 23(7–8):913–930CrossRef

Chen KS (2009) Kansei engineering. Qual Mag 45(5):21–22

Chen YH, Barnes S (2007) Initial trust and online buyer behaviour. Ind Manag Data Syst 107(1):21–36CrossRef

Cheng SC (2008) Tourism and hospitality marketing. Yeh Yeh Book Gallery, Taipei City

Clore GL, Gasper K, Garvin E (2001) Affect as information. Lawrence Erlbaum Associates Inc, Mahwah

Cristobal E, Flavián C, Guinalíu M (2007) Perceived e-service quality (PeSQ): measurement validation and effects on consumer satisfaction and web site loyalty. Manag Serv Qual 17(3):317–340CrossRef

Dahlgaard JJ, Schütte S, Ayas E, Dahlgaard-Park SM (2008) Kansei/affective engineering design: a methodology for profound affection and attractive quality creation. TQM J 20(4):299–311CrossRef

Delone WH, McLean ER (2003) The DeLone and McLean model of information systems success: a ten-year update. J Manag Inf Syst 19(4):9–30

Delone WH, Mclean ER (2004) Measuring e-commerce success: applying the DeLone and McLean information systems success model. Int J Electron Commer 9(1):31–47

Dunn JR, Schweitzer ME (2005) Feeling and believing: the influence of emotion on trust. J Pers Soc Psychol 88(5):736–748CrossRef

Elen M, D’Heer E, Geuens M, Vermeir I (2013) The influence of mood on attitude-behavior consistency. J Bus Res 66(7):917–923CrossRef

Flavián C, Guinalíu M, Gurrea R (2006) The role played by perceived usability, satisfaction and consumer trust on website loyalty. Inf Manag 43(1):1–14CrossRef

Gobe M (2010) Emotional branding: the new paradigm for connecting brands to people. Skyhorse Publishing Inc, New York

Gratch J, Marsella S, Petta P (2009) Modeling the cognitive antecedents and consequences of emotion. J Cognit Syst Res 10(1):1–5CrossRef

Gretzel U, Yuan YL, Fesenmaier DR (2000) Preparing for the new economy: advertising strategies and change in destination marketing organizations. J Travel Res 38(2):146–156CrossRef

Hair JF, Black WC, Babin BJ, Anderson RE (2010) Multivariate data analysis: a global perspective. Prentice-Hall, Englewood Cliffs

Hansen MH, JrJL M (2003) Trust and the decision to outsource: affective responses and cognitive processes. Int Food Agribus Manag Rev 6(3):40–69

Hartono M, Chuan TK (2011) How the Kano model contributes to Kansei engineering in services. Ergonomics 54(11):987–1004CrossRef

Hashimoto S (2007) Evaluation issue of KANSEI technology and sound and music computing projects at Waseda University. J New Music Res 36(3):197–205CrossRef

Ho CI, Lee YL (2007) The development of an e-travel service quality scale. Tour Manag 28(6):1434–1449CrossRef

Hosany S, Gilbert D (2010) Measuring tourists’ emotional experiences toward hedonic holiday destinations. J Travel Res 49(4):513–526CrossRef

Hsu YC, Shiue YM, Jung DP (2011) An empirical study on cognitive image of destination through affective experience perspective: a comparison between hedonic and utilitarian users. In: Proceedings of the 17th conference on information management and practice, Tainan

Hsu CL, Chang KC, Chen MC (2012a) The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators. IseB 10(4):549–570CrossRef

Hsu CL, Wu CC, Chen MC, Chang KC (2012b) Formation of e-satisfaction and e-loyalty: an extension of technology acceptance model with perceived quality and flow experience. J Qual 19(1):61–83

Huang MH (2003) Modeling virtual exploratory and shopping dynamics: an environmental psychology approach. Inf Manag 41(1):39–47CrossRef

Huang CY, Chou CJ, Lin PC (2010) Involvement theory in constructing bloggers’ intention to purchase travel products. Tour Manag 31(4):513–526CrossRef

Hwang Y, Kim DJ (2007) Customer self-service systems: the effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust. Decis Support Syst 43(3):746–760CrossRef

Hwang J, Yoon YS, Park NH (2011) Structural effects of cognitive and affective reponses to web advertisements, website and brand attitudes, and purchase intentions: the case of casual-dining restaurants. Int J Hosp Manag 30(4):897–907CrossRef

Ishihara S, Ishihara K, Nagamachi M, Matsubara Y (1997) An analysis of Kansei structure on shoes using self-organizing neural networks. Int J Ind Ergon 19(2):93–104CrossRef

Johnson D, Grayson K (2005) Cognitive and affective trust in service relationships. J Bus Res 58(4):500–507CrossRef

Jung HS, Yoon HH (2012) Why do satisfied customers switch? focus on the restaurant patron variety-seeking orientation and purchase decision involvement. Int J Hosp Manag 31(3):875–884CrossRef

Kawakita J (1982) The original KJ method. Kawakita Research Institute, Tokyo

Kim J, Lee J, Choi D (2003) Designing emotionally evocative homepages: an empirical study of the quantitative relations between design factors and emotional dimensions. Int J Hum Comput Stud 59(6):899–940CrossRef

Kim HW, Chan HC, Chan YP (2007) A balanced thinking–feelings model of information systems continuance. Int J Hum Comput Stud 65(6):511–525CrossRef

Kim MJ, Chung N, Lee CK (2011) The effect of perceived trust on electronic commerce: shopping online for tourism products and services in South Korea. Tour Manag 32(2):256–265CrossRef

Kim HW, Xu Y, Gupta S (2012) Which is more important in Internet shopping, perceived price or trust? Electron Commer Res Appl 11(3):241–252CrossRef

Komiak SYX, Benbasat I (2006) The effects of personalization and familiarity on trust and adoption of recommendation agents. MIS Q 30(4):941–960

Kung CH, Hsieh MY, Yang PC (2011) A study on Kansei factors of corporate sports sponsorship in internet marketing. Mark Rev 8(3):351–366

Lan LW, Wu WW, Lee YT (2012) Promoting food tourism with Kansei cuisine design. Procedia Soc Behav Sci 40:609–615CrossRef

Lanzotti A, Tarantino P (2008) Kansei engineering approach for total quality design and continuous innovation. TQM J 20(4):324–337CrossRef

Lee Y, Kozar KA (2006) Investigating the effect of website quality on e-business success: an analytic hierarchy process (AHP) approach. Decis Support Syst 42(3):1383–1401CrossRef

Lee GG, Lin HF (2005) Customer perceptions of e-service quality in online shopping. Int J Retail Distrib Manag 33(2):161–176CrossRef

Levitt T (1981) Marketing intangible products and product intangibles. Harv Bus Rev 59(3):94–102

Li N, Zhang P (2005) Toward e-commerce website evaluation and use: an affective perspective. Post-ICIS’ 05 JAIS theory development workshop, Las Vegas

Li H, Sarathy R, Xu H (2011) The role of affect and cognition on online consumers’ decision to disclose personal information to unfamiliar online vendors. Decis Support Syst 51(3):434–445CrossRef

Lin HF (2007) The impact of website quality dimensions on customer satisfaction in the B2C e-commerce context. Total Qual Manag Bus Excell 18(4):363–378CrossRef

Lin CH, Morais DB, Kerstetter DL, Hou JS (2007) Examining the role of cognitive and affective image in predicting choice across natural, developed, and theme-park destinations. J Travel Res 46(2):183–194CrossRef

Liu Z (2000) Internet tourism marketing: potential and constraints. In: Proceedings of fourth international conference tourism in southeast Asia and Indo-China: development, marketing, sustainability, Chiang Mai

Llinares C, Page AF (2011) Kano’s model in Kansei engineering to evaluate subjective real estate consumer preferences. Int J Ind Ergon 41(3):233–246CrossRef

Long M, McMellon C (2004) Exploring the determinants of retail service quality on the Internet. J Serv Mark 18(1):78–90CrossRef

Lovelock CH, Gummesson E (2004) Whither services marketing. J Serv Res 7(1):20–41CrossRef

Market Intelligence and Consulting Institute (2013) ICT services industry yearbook 2013 for smart commerce. Market Intelligence & Consulting Institute, Taipei City

McKnight DH, Choudhury V, Kacmar C (2002) The impact of initial consumer trust on intentions to transact with a web site: a trust building model. J Strateg Inf Syst 11(3–4):297–323CrossRef

Millar MG, Tesser A (1986) Effects of affective and cognitive focus onn the attitude-behavior relation. J Pers Soc Psychol 51(2):270–276CrossRef

Mills JE, Han JH, Clay JM (2008) Accessibility of hospitality and tourism websites: a challenge for visually impaired persons. Cornell Hosp Q 49(1):28–41CrossRef

Mundorf N, Westin S, Dholakia N (1993) Effects of hedonic components and user’s gender on the acceptance of screen-based information services. Behav Inf Technol 12(5):293–303CrossRef

Nagamachi M (1995) Kansei engineering: a new ergonomic consumer-oriented technology for product development. Int J Ind Ergon 15(1):3–11CrossRef

Nagamachi M (2008) Perspectives and the new trend of Kansei/affective engineering. TQM J 20(4):290–298CrossRef

Nunnally JC (1978) Psychometric theory. McGraw-Hill, New York

Russell JA (2003) Core affect and the psychological construction of emotion. Psychol Rev 110(1):145–172CrossRef

Russell JA, Pratt G (1980) A description of the affective quality attributes to envirnments. J Pers Soc Psychol 38(2):311–322CrossRef

Ryu K, Han H, Jang SC (2010) Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast-casual restaurant industry. Int J Contemp Hosp Manag 22(3):416–432CrossRef

Sam MFM, Tahir MNH (2009) Website quality and consumer online purchase intention of air ticket. Int J Basic Appl Sci 9(10):20–25

Sánchez J, Callarisa L, Rodríguez RM, Moliner MA (2006) Perceived value of the purchase of a tourism product. Tour Manag 27(3):394–409CrossRef

Schütte STW, Eklund J, Axelsson JRC, Nagamachi M (2004) Concepts, methods and tools in Kansei engineering. Theor Issues Ergon Sci 5(3):214–231CrossRef

Shankar V, Urban GL, Sultan F (2002) Online trust: a stakeholder perspective, concepts, implications, and future directions. J Strateg Inf Syst 11(3–4):325–344CrossRef

Sherry JF (1990) A sociocultural analysis of a Midwestern American flea market. J Consum Res 17(1):13–30CrossRef

Shiv B, Fedorikhin A (1999) Heart and mind in conflict: the interplay of affect and cognition in consumer decision making. J Consum Res 26(3):278–292CrossRef

Sigala M (2009) E-service and Web 2.0: expanding quality models to include customer participation and inter-customer support. Serv Ind J 29(10):1341–1358CrossRef

Steinar K (2007) Doing interviews. Sage Publications, London

Taiwan Tourism Bureau (2014) Travel agency statistic. http://admin.taiwan.net.tw/statistics/travel.aspx?no=205

Tang LR, Jang SS (2012) Investigating the routes of communication on destination websites. J Travel Res 51(1):94–108CrossRef

To PL, Liao C, Lin TH (2007) Shopping motivations on Internet: a study based on utilitarian and hedonic value. Technovation 27(12):774–787CrossRef

Tong DYK (2009) A study of e-recruitment technology adoption in Malaysia. Ind Manag Data Syst 109(2):281–300CrossRef

Trochim WMK (2006) Nonprobabiliy sampling. http://socialresearchchmethods.net/kb/sampnon.php

UNWTO (2013) UNWTO 2013 world tourism highlights. http://mkt.unwto.org/en/publication/unwto-tourism-highlights-2013-edition

Uozumi T (2012) Kansei engineering and service engineering. In: Saeed K, Nagashima T (eds) Biometrics and Kansei engineering. Springer, NY, pp 259–275CrossRef

van den Berg H, Manstead ASR, van der Pligt J, Wigboldus DHJ (2006) The impact of affective and cognitive focus on attitude formation. J Exp Soc Psychol 42(3):373–379CrossRef

van der Heijden H (2002). On the cognitive-affective structure of attitudes toward information systems. In: Proceedings of international conference on information systems (ICIS), Barcelona

Wang YD, Emurian HH (2005a) An overview of online trust: concepts, elements, and implications. Comput Hum Behav 21(1):105–125CrossRef

Wang YD, Emurian HH (2005b) Trust in e-commerce: consideration of interface design factors. J Electron Commer Organ 3(4):42–60CrossRef

Wen I (2009) Factors affecting the online travel buying decision: a review. Int J Contemp Hosp Manag 21(6):752–765CrossRef

Yao CW, Liao SL (2011) Measuring the antecedent effects of service cognition and internet shopping anxiety on consumer satisfaction with e-tailing service. Manag Mark 6(1):59–78

Yoon DY, Jang YS (2010) A study on quality evaluation for travel agency’s website. In: Proceedings of the conference on the computers and industrial engineering (CIE), IEEE, Awaji City

Yoon DY, Lee HJ (2003) The effect of Kansei design on the web in Branding and analysis of its influence factors—focused on fast food brand websites. In: Proceeding of the 6th Asian design conference, Tsukuba

Zajonc RB (1980) Feeling and thinking: preferences need no inferences. Am Psychol 35(2):151–175CrossRef

Zeithaml VA (2000) Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. J Acad Mark Sci 28(1):67–85CrossRef

Zhang P, Li N (2004) Love at first sight or sustained effect? the role of perceived affective quality on users’ cognitive reactions of information technology. In: Proceedings of 25th international conference on information systems, Washington, DC

Zhang P, Li N, Sun H (2006) Affective quality and cognitive absorption: extending technology acceptance research. In: Proceedings of Hawaii international conference on system sciences (HICSS), Kauai, Hawaii

Title: Feeling leads to believing: a Kansei-based approach to explore website users’ purchase intention in the travel agency sector
Author: Kuo-Chien Chang
Publication date: 13-02-2016
Publisher: Springer Berlin Heidelberg
Published in: Information Systems and e-Business Management / Issue 1/2017
Print ISSN: 1617-9846
Electronic ISSN: 1617-9854
DOI: https://doi.org/10.1007/s10257-016-0308-9

Springer Professional

Abstract

Please log in to get access to your license.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Technik"

Springer Professional "Wirtschaft"

Other articles of this Issue 1/2017

Explaining organizational susceptibility to coercive pressure: results from a field experiment on e-invoicing IOIS adoption

Exploring gender differences in acceptance of mobile computing devices among college students

Ranking information security controls by using fuzzy analytic hierarchy process

The effect of price promotions on consumer shopping behavior across online and offline channels: differences between frequent and non-frequent shoppers

Gender classification of microblog text based on authorial style

StockProF: a stock profiling framework using data mining approaches