Identifying the effect of emotions in government-citizen online (G2C) tourism based on the HEART metrics
Emotional factors in the use of technology have the potential to be studied, since the important role of user engagement in the information technology development cycle, emotional plays a role in influencing the relationship between consumers and service providers. Previous research has exa...
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2021-01-01
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doaj-6a7d8da4190742089e4e2701605817802021-09-05T09:09:04ZengGrowing ScienceInternational Journal of Data and Network Science2561-81482561-81562021-01-015464164810.5267/j.ijdns.2021.8.003Identifying the effect of emotions in government-citizen online (G2C) tourism based on the HEART metricsTri Lathif Mardi SuryantoAkhmad FauziDjoko Budiyanto Setyohadi Emotional factors in the use of technology have the potential to be studied, since the important role of user engagement in the information technology development cycle, emotional plays a role in influencing the relationship between consumers and service providers. Previous research has examined various emotional factors of a person in operating digital services through online sites, but it is necessary to find an empirical correlation between emotional variables and one's intention to reuse (IR) online services. This study aims to determine whether users' emotions affect their decision to reuse Government to Citizen (G2C) online tourism services in Indonesia through the HEART Metrics approach. Furthermore, this quantitative study distributed questionnaires using simple random sampling to respondents who had used online tourism. Then analyse 260 research data using the SEM-PLS method by running Warp-PLS 5.0. The findings of this study are among the 5 HEART Metrics factors, 3 of which affect IR, namely Engagement, Retention, and Task Success, while Happiness and Adoption empirically have no significant effect on IR. Our results show that to gain consumer engagement with online services, service providers must consider the emotional elements of the users so that service reuse goals can be achieved. Furthermore, this research can be considered as an alternative recommendation for online tourism service providers, as well as the findings of a new model proposed to contribute to similar research in the future.http://www.growingscience.com/ijds/Vol5/ijdns_2021_60.pdf |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Tri Lathif Mardi Suryanto Akhmad Fauzi Djoko Budiyanto Setyohadi |
spellingShingle |
Tri Lathif Mardi Suryanto Akhmad Fauzi Djoko Budiyanto Setyohadi Identifying the effect of emotions in government-citizen online (G2C) tourism based on the HEART metrics International Journal of Data and Network Science |
author_facet |
Tri Lathif Mardi Suryanto Akhmad Fauzi Djoko Budiyanto Setyohadi |
author_sort |
Tri Lathif Mardi Suryanto |
title |
Identifying the effect of emotions in government-citizen online (G2C) tourism based on the HEART metrics |
title_short |
Identifying the effect of emotions in government-citizen online (G2C) tourism based on the HEART metrics |
title_full |
Identifying the effect of emotions in government-citizen online (G2C) tourism based on the HEART metrics |
title_fullStr |
Identifying the effect of emotions in government-citizen online (G2C) tourism based on the HEART metrics |
title_full_unstemmed |
Identifying the effect of emotions in government-citizen online (G2C) tourism based on the HEART metrics |
title_sort |
identifying the effect of emotions in government-citizen online (g2c) tourism based on the heart metrics |
publisher |
Growing Science |
series |
International Journal of Data and Network Science |
issn |
2561-8148 2561-8156 |
publishDate |
2021-01-01 |
description |
Emotional factors in the use of technology have the potential to be studied, since the important role of user engagement in the information technology development cycle, emotional plays a role in influencing the relationship between consumers and service providers. Previous research has examined various emotional factors of a person in operating digital services through online sites, but it is necessary to find an empirical correlation between emotional variables and one's intention to reuse (IR) online services. This study aims to determine whether users' emotions affect their decision to reuse Government to Citizen (G2C) online tourism services in Indonesia through the HEART Metrics approach. Furthermore, this quantitative study distributed questionnaires using simple random sampling to respondents who had used online tourism. Then analyse 260 research data using the SEM-PLS method by running Warp-PLS 5.0. The findings of this study are among the 5 HEART Metrics factors, 3 of which affect IR, namely Engagement, Retention, and Task Success, while Happiness and Adoption empirically have no significant effect on IR. Our results show that to gain consumer engagement with online services, service providers must consider the emotional elements of the users so that service reuse goals can be achieved. Furthermore, this research can be considered as an alternative recommendation for online tourism service providers, as well as the findings of a new model proposed to contribute to similar research in the future. |
url |
http://www.growingscience.com/ijds/Vol5/ijdns_2021_60.pdf |
work_keys_str_mv |
AT trilathifmardisuryanto identifyingtheeffectofemotionsingovernmentcitizenonlineg2ctourismbasedontheheartmetrics AT akhmadfauzi identifyingtheeffectofemotionsingovernmentcitizenonlineg2ctourismbasedontheheartmetrics AT djokobudiyantosetyohadi identifyingtheeffectofemotionsingovernmentcitizenonlineg2ctourismbasedontheheartmetrics |
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