Hotel App Quality (HAPQUAL): conceptualization and scale development

Purpose – Using a three-study approach, this study aims to construct a robust scale specifically designed for evaluating the service quality of hotel smartphone applications. Design/methodology/approach – In the initial phase, an extensive literature review and qualitative data collection from 64 respondents were conducted, resulting in a refined pool of 46 items following analysis. Study 2 involved subjecting these 46 items to exploratory factor analysis based on data from 276 respondents, yielding a streamlined six-factor structure with 38 items. Study 3 further validated this factorial structure through partial least squares – structural equation modeling and confirmatory composite analysis, using data from 532 respondents. Findings – The results confirmed the Hotel App Quality Scale (HAPQUAL) as a second-order construct featuring six dimensions and 33 items, encompassing Functionality, Hotel Information and Contact, Personalization, Software, Trustworthiness and Ease of Use and Usefulness. Research limitations/implications – HAPQUAL provides a validated framework for evaluating hotel app quality. It advances hospitality and technology research by filling a gap in assessing digital service quality. It offers industry practitioners a tool to identify inefficiencies, enhance functionality and improve trust and personalization, fostering customer loyalty. Its insights guide resource allocation to prioritize features that boost satisfaction and profitability. Originality/value – This pioneering study establishes a novel measurement scale, providing validation for assessing consumer perceptions of hotel smartphone applications.