Help me tripadvisor! examining the relationship between tripadvisor e-WOM attributes, trusts towards online reviews and travellers behavioural intentions

• Published in: Journal of Information and Organizational Sciences
• Main Author: Mahat N.Z.D.; Hanafiah M.H.
• Format: Article
• Language: English
• Published: University of Zagreb, Faculty of Organization and Informatics 2020
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85086929556&doi=10.31341%2fjios.44.1.4&partnerID=40&md5=153b96ba254d303bc4e352d7fa52b43a

This paper aims to examine the impact of TripAdvisor reviews on behavioural intentions, basing on travellers' trust towards the e-WOM reviews. Four factors are proposed for building travellers’ trust and behavioural intentions: information quality, credibility, adoption and usefulness. Trust is expected to mediate the relationship between eWOM attributes and travellers’ behavioural intention. Data from 410 travellers were analysed using Partial Least Square-Structural Equation Modeling (PLS-SEM), and the findings show that TripAdvisor e-WOM attributes (information credibility, adoption and usefulness) significantly influence the traveller's trust. Besides, traveller behavioural intention was influenced considerably by TripAdvisor e-WOM information credibility and usefulness. Lastly, trust in e-WOM significantly mediates travellers' behavioural intention. This paper confirms the importance of e-WOM in the context of the tourism industry and travellers' trust and behaviour towards online review, which altered how consumers behave before deciding to travel. © 2020, University of Zagreb, Faculty of Organization and Informatics. All rights reserved.