Exploring User Satisfaction of Trip.Com: Influence of Perceived Usefulness, Ease, Enjoyment, and Social Interaction from Tourist Perspectives

In recent years, there has been an explosion of mobile applications for tourism, ranging from planning to managing activities; therefore, researchers needed to identify the factors that influenced users’ satisfaction with these applications. The objective of this study was to evaluate how user satisfaction was affected by perceived usefulness (PU), perceived ease of use (PEOU), perceived enjoyment (PE), and perceived social interaction (PSI) among Trip.com users in Malaysia. User satisfaction was examined as the dependent variable, reflecting users' overall assessment of their experience with the application, while the four independent variables captured functional and experiential perspectives that influenced how users perceived and used tourism mobile applications. Moreover, this study was based on the Extended Technology Acceptance Model (TAM), as it was applicable for explaining how users evaluated technology through perceived usefulness and perceived ease of use. Additionally, by incorporating the perceived enjoyment and perceived social interaction constructs, the TAM model was extended to better represent tourism mobile applications. Using a quantitative approach, a cross-sectional research design was employed to collect data from Malaysian tourists who had used the Trip.com application through online and offline questionnaires. Purposive sampling was used as the primary sampling method to obtain a target sample of 384 respondents. To identify trends associated with this research, the data were analysed using IBM SPSS Statistics Version 27. Overall, the findings revealed that all four predictors significantly influenced user satisfaction, collectively explaining 74.8% of its variance (R² = 0.748). Perceived usefulness and perceived ease of use emerged as the strongest predictors of user satisfaction. Furthermore, this research extended the existing knowledge of technology acceptance and user satisfaction within the academic community. It also provided practical insights for industry practitioners to improve the design and service quality of tourism applications and offered valuable implications for government agencies in strengthening Malaysia’s digital tourism ecosystem through more effective digital tourism strategies.

User Satisfaction, Perceived Usefulness, Perceived Ease of Use, Perceived Enjoyment, Perceived Social Interaction.

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