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Evaluation of User Satisfaction and Trust of Review Platforms: Analysis of the Impact of Privacy and E-WOM in the Case of TripAdvisor

Technological advances have had many advantages like an E-WOM (Electronic Word of Mouth) that has become a very important and powerful tool for users who wish to share their knowledge, experiences and emotions about a product or service. But the use of virtual platforms may affect the privacy of use...

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Autores principales: Martínez-Navalón, Juan-Gabriel, Gelashvili, Vera, Gómez-Ortega, Alba
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Frontiers Media S.A. 2021
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8483177/
https://www.ncbi.nlm.nih.gov/pubmed/34603166
http://dx.doi.org/10.3389/fpsyg.2021.750527
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author Martínez-Navalón, Juan-Gabriel
Gelashvili, Vera
Gómez-Ortega, Alba
author_facet Martínez-Navalón, Juan-Gabriel
Gelashvili, Vera
Gómez-Ortega, Alba
author_sort Martínez-Navalón, Juan-Gabriel
collection PubMed
description Technological advances have had many advantages like an E-WOM (Electronic Word of Mouth) that has become a very important and powerful tool for users who wish to share their knowledge, experiences and emotions about a product or service. But the use of virtual platforms may affect the privacy of users data. This present study has a twofold objective: first check if the privacy of users when using TripAdvisor, the world’s largest travel platform, has an impact on their satisfaction and trust on the platform. Secondly, the relationship between E-WOM and the variables users trust and satisfaction when using TripAdvisor is examined. In order to achieve the objectives set out, the sample of 390 persons was analyzed. The PLS-SEM method has been used to process the data and test the hypotheses. The results of the analysis have shown that there is a positive and direct relationship between TripAdvisor users’ privacy and satisfaction. The direct and positive relationship between users’ E-WOM and their degree of satisfaction and trust toward the platform has also been confirmed. This study makes a significant contribution to the academic literature on the variables studied, as previous studies presented different results.
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spelling pubmed-84831772021-10-01 Evaluation of User Satisfaction and Trust of Review Platforms: Analysis of the Impact of Privacy and E-WOM in the Case of TripAdvisor Martínez-Navalón, Juan-Gabriel Gelashvili, Vera Gómez-Ortega, Alba Front Psychol Psychology Technological advances have had many advantages like an E-WOM (Electronic Word of Mouth) that has become a very important and powerful tool for users who wish to share their knowledge, experiences and emotions about a product or service. But the use of virtual platforms may affect the privacy of users data. This present study has a twofold objective: first check if the privacy of users when using TripAdvisor, the world’s largest travel platform, has an impact on their satisfaction and trust on the platform. Secondly, the relationship between E-WOM and the variables users trust and satisfaction when using TripAdvisor is examined. In order to achieve the objectives set out, the sample of 390 persons was analyzed. The PLS-SEM method has been used to process the data and test the hypotheses. The results of the analysis have shown that there is a positive and direct relationship between TripAdvisor users’ privacy and satisfaction. The direct and positive relationship between users’ E-WOM and their degree of satisfaction and trust toward the platform has also been confirmed. This study makes a significant contribution to the academic literature on the variables studied, as previous studies presented different results. Frontiers Media S.A. 2021-09-16 /pmc/articles/PMC8483177/ /pubmed/34603166 http://dx.doi.org/10.3389/fpsyg.2021.750527 Text en Copyright © 2021 Martínez-Navalón, Gelashvili and Gómez-Ortega. https://creativecommons.org/licenses/by/4.0/This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) and the copyright owner(s) are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms.
spellingShingle Psychology
Martínez-Navalón, Juan-Gabriel
Gelashvili, Vera
Gómez-Ortega, Alba
Evaluation of User Satisfaction and Trust of Review Platforms: Analysis of the Impact of Privacy and E-WOM in the Case of TripAdvisor
title Evaluation of User Satisfaction and Trust of Review Platforms: Analysis of the Impact of Privacy and E-WOM in the Case of TripAdvisor
title_full Evaluation of User Satisfaction and Trust of Review Platforms: Analysis of the Impact of Privacy and E-WOM in the Case of TripAdvisor
title_fullStr Evaluation of User Satisfaction and Trust of Review Platforms: Analysis of the Impact of Privacy and E-WOM in the Case of TripAdvisor
title_full_unstemmed Evaluation of User Satisfaction and Trust of Review Platforms: Analysis of the Impact of Privacy and E-WOM in the Case of TripAdvisor
title_short Evaluation of User Satisfaction and Trust of Review Platforms: Analysis of the Impact of Privacy and E-WOM in the Case of TripAdvisor
title_sort evaluation of user satisfaction and trust of review platforms: analysis of the impact of privacy and e-wom in the case of tripadvisor
topic Psychology
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8483177/
https://www.ncbi.nlm.nih.gov/pubmed/34603166
http://dx.doi.org/10.3389/fpsyg.2021.750527
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