Investigating the Determinants of Satisfaction with Mobile Hotel Reservation Systems: An Empirical Study of Agoda

This study investigates the key factors influencing customer satisfaction with the Agoda hotel booking application.Drawing on information systems success theories such as TAM and UTAUT, we develop and test a research model proposing system quality, information quality, perceived ease of use, perceived usefulness, performance expectancy, and interactivity as predictors of intention to use the Agoda app, which in turn impacts user satisfaction.The model was tested using survey data from 402 Agoda users analyzed with PLS-SEM.Results showed that system quality, perceived ease of use, performance expectancy, and interactivity had significant effects on intention to use, which was the strongest predictor of satisfaction.Accessibility, credibility and value perceptions also shaped system quality.The findings provide insights for hotel booking app providers to optimize user experiences and satisfaction.Theoretical and practical implications are discussed.