DOES TRUSTWORTHINESS INFLUENCE TRAVEL SERVICE USE INTENTIONS AT AN ONLINE TRAVEL AGENCY? A STUDY ON THE DIGITALIZATION OF THE TOURISM SECTOR IN BANGLADESH

Abstract

The use of online travel agency (OTA) in the sphere of tourism and hospitality industry is steadily rising along with digitalization. The aim of the investigation is to explore the relationship between the elements of trustworthiness (perceived ability, perceived benevolence, and perceived integrity) and the use of online travel agencies. In this study, a purposive sampling technique was used to collect data from the 292 clients of online travel agencies in Bangladesh. With the application of SPSS version 24 and AMOS version 26, structural equation modeling (SEM) was used to examine the research model. The findings indicate that all three elements of trustworthiness - perceived ability, perceived benevolence, and perceived integrity positively influence tourists to use online travel agencies. It scaled a new development in social exchange theory (SET) by introducing the elements of trustworthiness in the context of online travel agencies (OTAs). The present study's findings have important and useful ramifications for online travel service providers, online service agents, and managers of various tourism platforms. They should develop and put into practice strategies to manage trustworthiness across various levels of online travel services to achieve improved responses from travelers.

Keywords

• online travel agency
• digitalization of tourism
• trustworthiness
• use intention
• structural equation modeling