International Journal of Hospitality Management 114 (2023) 103575

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International Journal of Hospitality Management

journal homepage: www.elsevier.com/locate/ijhm

Customer satisfaction and loyalty with online consumer reviews: Factors

affecting revisit intentions
Mark Anthony Camilleri a, b, c, *, 1, Raffaele Filieri d
a
Department of Corporate Communication, Faculty of Media and Knowledge Sciences, University of Malta, Msida MSD2080, Malta
b
Medill School of Journalism, Media and Integrated Marketing Communications, Northwestern University, 1845 Sheridan Rd, Evanston, IL 60208, USA
c
The Business School, University of Edinburgh, Bucchleuch Place, Mid-Lothian, EH8 9JS Edinburgh, Scotland, UK
d
Audencia Business School, 8 Route de la Jonelière, 44312 Nantes, France

A R T I C L E I N F O A B S T R A C T

Keywords: While previous research investigated the effects of online consumer reviews on purchase behaviors, currently,
Customer satisfaction there is still a lack of knowledge on the impact of the reviews’ credibility, content quality and information
Customer loyalty usefulness on the customers’ satisfaction levels with them. Data were gathered from a sample of 512 participants.
Information usefulness
A partial least squares approach was utilized to evaluate the reliability and validity of the constructs and to
Information quality
Source credibility
identify the causal effects in this contribution’s structured model. The findings reveal that information usefulness
Information adoption model is a very strong predictor of satisfaction. They also confirm highly significant indirect effects, between infor­
mation quality and customer satisfaction, when information usefulness meditates this link. This study suggests
that prospective customers appreciate quality reviews of consumers who have already experienced the hospi­
tality services. It raises awareness about the usefulness of review sites as online users refer to their content before
committing themselves to purchasing products and services.

1. Introduction
The advances of the Internet are presenting online users and pro­
spective customers of hospitality businesses with a great opportunity for
interactive engagement through blogs, microblogs, discussion fora, so­
cial networking sites and online communities. Many consumers are
sharing their insights about their experiences with them through review
platforms like AirBnB, Booking.com, TripAdvisor, and the like. Very
often, they praise or complain about different aspects of their service
encounters (Akdim et al., 2022; Filieri and McLeay, 2014; Rita et al.,
2022). Such testimonials are intended to support potential consumers to
reduce their uncertainty before committing themselves to make pur­
chase decisions.
The electronic content featured in review sites as well as in social
media can be read by online users hailing from different regions across
the globe. Interactive platforms enable their users to feature positive and
negative publicity (Moro et al., 2020; Sun and Liu, 2021; Shin et al.,
2023) via qualitative service evaluations and/or via quantitative scores,
also known as ratings. Online users can subscribe to review networks to
voice their testimonials on their satisfaction and/or on their
dissatisfaction levels with the services they experienced (Kim et al.,
2023; Zheng et al., 2023). In the latter case, they will intentionally
engage in negative word-of-mouth (WOM) publicity to tarnish the
reputation and image of the business (Qiao et al., 2022).
This topic has been attracting the interest of a number of scholars in
marketing, information systems, as well as in travel, tourism and service
industries (Donthu et al., 2021). Various researchers sought to investi­
gate the consumers’ acceptance of online reviews. Frequently, they
explored the internalization processes whereby individuals take heed, or
take into consideration user generated content, like electronic WOM
(eWOM) publicity, that is usually cocreated by consumers who have
already experienced products and services, in order to enhance their
extant knowledge about the service quality provided by hospitality
businesses (Song et al., 2022; Zhang et al., 2021).
This argumentation is consistent with the information adoption
model (IAM). Sussman and Siegal (2003) suggest that individuals tend
to rely on quality information if they believe that it is useful to them. The
authors argued that persons are influenced by knowledge transfer if they
understand and comprehend the flows of information they receive.
Hence, individuals would be in a position to determine the best courses

* Corresponding author at: Department of Corporate Communication, Faculty of Media and Knowledge Sciences, University of Malta, Msida MSD2080, Malta.
E-mail address: Mark.A.Camilleri@um.edu.mt (M.A. Camilleri).
1
https://orcid.org/0000–0003-1288–4256

https://doi.org/10.1016/j.ijhm.2023.103575
Received 20 March 2023; Received in revised form 21 July 2023; Accepted 1 August 2023
Available online 5 August 2023
0278-4319/© 2023 Elsevier Ltd. All rights reserved.
M.A. Camilleri and R. Filieri
of action that better serve their needs, particularly if they perceive that
other individuals are providing reliable and trustworthy advice to them
(Erkan and Evans, 2016).
Information adoption factors, including details relating to the quality
of the content and the credibility of the informational sources, may
significantly affect the individuals’ perceptions about the usefulness of
online reviews (Cheung et al., 2008; Filieri, 2015). Hence, the argument
quality of consumer testimonials, as well as the credibility of the sources,
are two major determinants that can influence online users’ satisfaction
levels (Filieri et al., 2015; Zhao et al., 2019), with the sites hosting online
reviews, and may even determine their revisit intentions to them (Kaya
et al., 2019; Ladhari and Michaud, 2015; Rodríguez et al., 2020).
This empirical research investigates perceptions toward consumer
review sites. It focuses on online users’ beliefs about the quality of their
information, as well as on the credibility and usefulness of their content.
It examines these constructs’ exogenous effects on their satisfaction
levels and on their loyalty with consumer review platforms. Hence, this
study validates key factors, namely, information quality (Cheung et al.,
2008; Kumar and Ayodeji, 2021; McClure and Seock, 2020; Talwar
et al., 2021), source credibility (Argyris et al., 2021; Filieri, 2015), and
information usefulness (Camilleri et al., 2023; Filieri, 2015). These
measures are drawn from valid information and/or technology adoption
models (Sussman and Siegal, 2003), and are combined with consumer
satisfaction (Maxham and Netemeyer, 2002) and consumer loyalty
(Tran and Strutton, 2020; Zeithaml et al., 1996). The latter two con­
structs are associated with the service-dominant logic (Zeithaml et al.,
2002; Parasuraman et al., 2005).
Arguably, regular users of review platforms are likely to take heed of
the consumers’ recommendations as they perceive the usefulness of
their advice (on their service encounters) (D’ Acunto et al., 2020; Xu,
2020; Ye et al., 2009). The researchers presume that the individuals who
utilize these websites will usually trust past customers’ experiences.
Hence, this study hypothesizes that the respondents who habitually rely
on consumer reviews, are satisfied with the quality of their content, and
that they perceive that their sources are credible and useful. As a result,
the research participants may be intrigued to revisit them again in the
future. Hence, the research questions of this contribution are: RQ1: How
and to what extent are information quality and source credibility affecting the
usefulness of consumer reviews? RQ2: How and to what extent are infor­
mative and helpful reviews influencing online users’ satisfaction levels and
loyalty behaviors, in terms of their revisit intentions to these platforms? RQ3:
How and to what degree is information usefulness mediating the information
quality – customer satisfaction/customer loyalty and/or source credibility –
customer satisfaction/customer loyalty causal paths?
Previous research examined the perceptions about eWOM and
focused on online review websites by using IAM (Cheung et al., 2008;
Filieri, 2015). However, for the time being, no other studies sought to
explore the effects of IAM’s key constructs on electronic service quality’s
(eSERVQUAL’s) endogenous factors of satisfaction and loyalty. There­
fore, this study raises awareness on the usefulness of review sites as
prospective customers are referring to their content before committing
themselves to purchasing products or prior to experiencing the busi­
nesses’ services. In this case, the researchers theorized that they would
probably revisit the review platforms, if they were satisfied with their
quality information and source credibility.
A survey questionnaire was employed to collect data from sub­
scribers of popular social media networks. A structured equations
modeling partial least squares SEM-PLS methodology was utilized to
examine the proposed research model in order to confirm the reliability
and validity of the constructs used in this study. This composite based
SEM approach enabled the researchers to shed light on the significant
effects that are predicting the respondents’ likelihood to rely on user
generated content and to determine whether they influenced their
satisfaction levels and revisit intentions.
The following section features an original conceptual framework and
formulates the hypotheses of this empirical investigation. Afterwards,
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International Journal of Hospitality Management 114 (2023) 103575
the methodology provides details on the data collection process for this
quantitative study. Subsequently, the results illustrate the findings from
SmartPLS’s analytical approach to reveal the causal effects in this
study’s research model. In conclusion, this article identifies theoretical
and managerial implications. The researchers discuss about the limita­
tions of this study and outline future research avenues.
2. Literature review
2.1. The usability of online reviews
Many researchers validated Sussman and Siegal’s (2003) IAM as they
explored the usefulness of online consumer reviews. Their proposed
model is built on the foundations of psychology theories, like the theory
of reasoned action (Fishbein and Ajzen, 1975), theory of planned
behavior (Ajzen, 1991), and the technology acceptance model (Davis
et al., 1989), among others. These theories are meant to clarify how the
individuals’ beliefs on various issues could affect their intentions and
actual behaviors. For instance, TAM is focused on perceptions about the
ease of use and on the usefulness of technologies. Davis et al. (1989) and
many other researchers confirmed that these two constructs are signif­
icantly influencing the individuals’ intentions as well as their behaviors
to use a wide array of technologies, in different contexts. Sussman and
Siegal (2003) argued that people form intentions toward the adoption of
advice just like they develop their intentions to use certain technologies.
Hence, IAM’s information usefulness is closely associated with TAM’s
perceived usefulness of technology (Camilleri and Kozak, 2023).
IAM suggests that the perceptions about the usefulness of the con­
sumers’ advice could influence their intentions toward adopting that
advice, thereby implying that perceived usefulness significantly affects
information adoption (Filieri, 2015). However, this theory also clarifies
that individuals are likely to take heed of quality information that is
presented to them and would also consider the sources’ credibility
(Huiyue et al., 2022).
In this light, this contribution incorporates IAM’s information qual­
ity, source credibility and information usefulness to better understand
whether they affect customer satisfaction and loyalty. The latter two
constructs are the endogenous factors drawn from service quality
(SERVQUAL) and/or electronic service quality (eSERVQUAL) theoret­
ical underpinnings. Table 1 defines the measuring constructs that are
used in this study.
2.2. Information quality
Sussman and Siegal (2003) maintained that effective communication
relies on the following: (1) insights about the sources’ credentials, (2)
the sources’ dispositions to share information, (3) the provision of
adequate and sufficient communication channels, (4) the recipients’
Table 1
A definition of the key factors used in this study.
Term Definition
Information This factor measures perceptions on the quality of information
Quality: (in terms of the consumer reviews’ reliability and
appropriateness).
Source Credibility: This factor measures perceptions on the credibility of the
sources (in terms of the consumer reviewers’ trustworthiness
and proficiency in sharing service their experiences with
others).
Information This factor measures perceptions on the utilitarian value of
Usefulness: information (featured in consumer reviews).
Customer This factor refers to positive or negative feelings about
Satisfaction: products or services (in this case, it is focused on electronic
services provided by review websites).
Customer Loyalty: This factor refers to the willingness to repeatedly engage with
specific businesses (in this case, it is focused on review
websites).
M.A. Camilleri and R. Filieri
willingness to listen to the content, and (5) the “absorptive capacity” of
the recipients. These researchers contended that knowledge transfer is
affected by characteristics or perceptions of the source (#1 and #2), the
channels (#3), and the recipients (#4 and #5). They posited that these
elements work together to influence the individuals’ perceived useful­
ness of the information they receive.
The knowledge transfer could generate different responses among
targeted recipients of the messages. They may (or may not) be influ­
enced by the communications that are conveyed to them, including
advice, opinions and recommendations they receive. The source of the
messages could (or could not) have an impact on them. There may be
individuals who will take heed of the content. Others may decide to
ignore the messages they receive (Hu and Xu, 2021).
Petty and Cacioppo’s (1986) suggest that individuals would probably
synthesize persuasive communications before forming attitudes about
them. In many cases, the contributing authors held that the good quality
content can trigger online users’ intentions to visit websites (Camilleri
and Kozak, 2022) and/or to make purchase decisions (Filieri, 2015).
Information quality is closely related to the persuasive arguments
that are intended to lure individuals to engage in certain behaviors and
actions. Debatably, most persons would evaluate the quality of the
content and would probably determine if it is useful to them (Islam and
Rahman, 2017). This argumentation leads to the following hypothesis:
H1. : Information quality significantly affects information usefulness.
2.3. Source credibility
Individuals are not always elaborating on every message they
receive, as they are either unable or unwilling to do so (Petty and
Cacioppo, 1986). Several researchers noted that in many cases, some
persons might be inclined to avoid undertaking cognitive efforts
(Chatterjee et al., 2023; Kang and Namkung, 2019). One may infer that
people are not always critically evaluating the information they receive
or access. This argumentation is congruent with Elaboration Likelihood
Model’s peripheral route.
Relevant research indicated that people may follow heuristic cues to
process information and the messages they receive (Camilleri, 2022; Li
et al., 2020). They may be distracted by the source’s personality,
expertize and credibility (Ismagilova et al., 2020; Newell and Goldsmith,
2001). The sources’ credibility reflects nothing about the message itself,
but rather it refers to the message recipients’ perceptions about the
trustworthiness and attractiveness of the source. Individuals are more
likely to accept the endorsements, recommendations and experiences of
sources that are perceived as experts (Filieri et al., 2018; Wang and
Scheinbaum, 2018). They may take heed of their truthful arguments as
they perceive them as honest and credible (Weismueller et al., 2020;
Hovland et al., 1953).
Frequently, individuals may perceive that online reviews (of service
encounters) are genuine statements that describe the consumers’ real
experiences with service providers. They may trust previous customers’
recommendations, endorsements and testimonials (Shan, 2016; Wang
and Scheinbaum, 2018), as they perceive that they are useful to them,
prior to making up their mind to a purchase decision (Hsieh and Li,
2020; Ismagilova et al., 2020). The researchers hypothesize:
H2. : Source credibility significantly affects information usefulness.
2.4. Customer satisfaction
Customer satisfaction represents the consumers’ feelings of fulfill­
ment on the product or services they acquired (Bridges and Vásquez,
2018). This notion may be considered as a subjective judgment related
to pleasure or disappointment. Consumers tend to evaluate the products’
performance vis-a-vis their expectations (Oliver, 2014). The consumers’
satisfaction levels with online domains are usually evidenced through
their emotional attachment to them (Kujur and Singh, 2018; Xu, 2020).
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International Journal of Hospitality Management 114 (2023) 103575
Therefore, the objectives of websites are to deliver electronic service
quality, to increase the chances of consumer ongoing engagement with
them, as well as revisit intentions.
Previous scholars demonstrated that the online users’ perceptions
about the usefulness of Internet webpages including ecommerce mar­
ketplaces and consumer review sites, among others, may affect their
intentions to revisit them again in the future (Jin et al., 2009; Filieri
et al., 2021). Other researchers indicated that satisfied visitors might be
loyal to those websites that exceed their service quality expectations
(Hsieh and Li, 2020; Rodríguez et al., 2020). Following these studies, the
researchers put forward the following hypotheses:
H3. : Information usefulness significantly affects customer
satisfaction.
H4. : Information usefulness significantly affects customer loyalty.
H4a. Customer satisfaction significantly mediates information useful­
ness – customer loyalty link.
2.5. Customer loyalty
The consumers may be willing to engage with those companies who
consistently deliver a high level of service quality (Chaudhuri and
Holbrook, 2001). Their commitment to purchase from the same brick
and mortal outlet or from the same website brings many benefits to the
businesses including guaranteeing revenue streams, positive publicity,
lower advertising costs, reduce churn rates and willingness to pay pre­
mium prices, resulting in profitable prospects, among other benefits
(Camilleri, 2021; Oliver, 1999).
Consumer loyalty may contribute to create a strategic thrust for those
businesses who want to differentiate themselves from their competitors.
Arguably, keeping customer loyalty is one of the most challenging tasks
for businesses operating in digital environments, particularly where the
switching cost for consumers to switch from one retailer to another is
very low (Kwon and Lennon, 2009).
Various scholars noted that the quality of the content featured in a
website can affect the online visitors’ satisfaction levels and may even
trigger loyal behaviors (Nguyen et al., 2018; Zeithaml et al., 1996). In
other words, the satisfied users of electronic service environments are
likely to revisit them again in the future (Kaya et al., 2019; Rodríguez
et al., 2020). Hence, this study hypothesizes that:
H5. : Customer satisfaction with review platforms significantly affects
customer loyalty.
Fig. 1 illustrates the causal paths of this study. In sum, this empirical
research suggests that the quality of the content and the sources’ cred­
ibility are direct antecedents of information usefulness. It presumes that
the usefulness of the consumers’ user generated content is a precursor of
both online users’ satisfaction levels and of their revisit intentions of
review platforms.
(Developed by the authors).
3. Methodology
3.1. The measures
The survey questionnaire comprised reliable measures that were
used in previous studies. It featured multiple-choice questions that
examined the respondents’ perceptions about the factors explored in this
study. A filter question determined whether respondents made use of
online review sites in the past. Only individuals who have utilized these
domains could participate in this study.
The research participants were in a position to complete the ques­
tionnaire in a few minutes. They were presented a five-point Likert scale,
ranging from ‘strongly disagree’ to ‘strongly agree’. This survey
comprised measures representing information quality, source
M.A. Camilleri and R. Filieri
Fig. 1. The customers’ satisfaction and loyalty with online consumer reviews.
credibility, information usefulness, customer satisfaction and consumer
loyalty, as shown in Table 2.
Whilst the first three constructs are drawn from IAM literature
(Cheung et al., 2008; Filieri, 2015), customer satisfaction and customer
loyalty (Kaya et al., 2019; Maxham and Netemeyer, 2002; Rodríguez
et al., 2020) are associated with the eSERVQUAL literature.
The survey questionnaire was distributed via social media groups
focused on consumer service experiences, in Autumn 2022. More than
250,000 subscribers were following these groups, at the time of data
gathering process. The researchers invited them to take part in their
academic research that was intended to investigate perceptions about
consumer reviews. The respondents were assured that their identities
will remain anonymous and confidential.
The wording used in the survey’s questions and their items were easy
to understand by the target audience in order to minimize the effects of
common method bias as per MacKenzie and Podsakoff’s (2012) rec­
ommendations. The respondents had to answer all questions featured in
the questionnaire, otherwise, they could not submit their responses to
the survey. After one month, there were five hundred eighteen (n = 518)
completed questionnaires. The frequency table reported 305 females,
210 males and 3 participants who indicated a nonbinary gender. The
research participants were categorized into 5 age groups (18–28; 29–39;
40–50; 51–61; Over 62). The majority of them were between 29 and 39
years (n = 177). The second largest group involved younger individuals
Table 2
The survey questionnaire’s constructs and their corresponding items.
Information quality
IQ1 The consumer reviews are reliable.
IQ2 The consumer reviews are appropriate.
Source Credibility
SC1 I trust the consumer reviews.
SC2 The reviewers are good at sharing their service experiences with others.
Information Usefulness
IU1 The consumer reviews are informative.
IU2 The consumer reviews are helpful.
Customer Satisfaction
Sat1 I am satisfied with the service I receive from consumer reviews.
Sat2 I am satisfied with the quality of consumer reviews.
Customer Loyalty
Loy1 I shall continue accessing consumer reviews before making a purchase.
Loy2 I am a regular user of consumer review websites (or apps).
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International Journal of Hospitality Management 114 (2023) 103575
between 18 and 28 years (n = 163).
4. The results
4.1. The descriptive statistics
In the main, the respondents indicated their agreement with the
survey items presented to them. The mean scores were above the
midpoint (3). Sat1 (M= 4.07) and SC2 (M= 4.02) reported the highest
mean values. Conversely, Loy1 (M= 3.21) and Loy2 (M= 3.24) were the
lowest M figures. The SD values ranged between 0.784 (SC2) and 1.219
(IQ2).
4.2. An assessment of the structured model
SmartPLS 3 yielded useful information on the variance inflation
factors (VIFs). The findings from the inner model indicated that the VIF
values were lower than 3.3, thereby confirming that there was no evi­
dence of CMV in this study. The values of the outer loadings were higher
than 0.7.
The PLS algorithm provided details about the direct, indirect and
total effects in the structured model (Ringle et al., 2022). It shed light on
the measures’ predictive power, in terms of R2 as well as ƒ2, and indi­
cated the constructs’ reliabilities, validities, as well as their discriminant
validities. The composite reliability values were between 0.906 and
0.932. In addition, Cronbach’s Alpha and Rho_A values were higher than
the recommended threshold of 0.7. The average variance extracted
(AVE) were well above 0.8. The discriminant validity was confirmed
through Fornell and Larcker’s (1981) criterion and via the HTMT pro­
cedure (Henseler et al., 2015), as shown in Table 3.
A bootstrapping procedure (involving a two-tailed test with 500 sub-
samples) was carried out to investigate the formulated hypotheses. The
confidence interval method relied on the bias-corrected and accelerated
bootstrap. Table 4 presents the findings of the standardized beta co­
efficients, the standard deviation figures, the T statistic results and the
statistical significance (P values).
4.3. The results
This study confirms that information quality as well as source cred­
ibility are significant precursors of information usefulness. The results
suggest that information quality has a higher effect on information
usefulness (H1: β = 0.652, t = 22.288, p < 0.001) as opposed to source
credibility (H2: β = 0.327, t = 7.134, p < 0.001).
The findings indicate that information usefulness strongly predicts
M.A. Camilleri and R. Filieri International Journal of Hospitality Management 114 (2023) 103575

Table 3
The descriptive statistics as well as the construct reliability and validity values.
Construct Items Mean Deviation Loadings Alpha Rho_A CR AVE 1 2 3 4 5

1 Consumer Satisfaction Sat1 3.54 1.01 0.933 0.853 0.856 0.932 0.872 0.934 0.822 0.842 0.635 0.58
Sat2 3.26 1.173 0.928
2 Information Quality IQ1 3.45 1.066 0.898 0.845 0.845 0.928 0.865 0.699 0.930 0.870 0.632 0.685
IQ2 3.42 1.219 0.929
3 Information Usefulness IU1 4.07 0.929 0.9 0.801 0.815 0.909 0.833 0.786 0.800 0.913 0.722 0.778
IU2 3.97 0.919 0.92
4 Consumer Loyalty Loy1 3.21 1.081 0.929 0.793 0.799 0.906 0.828 0.524 0.519 0.581 0.910 0.682
Loy2 3.24 1.162 0.898
5 Source Credibility SC1 3.88 0.823 0.938 0.803 0.820 0.910 0.835 0.551 0.568 0.631 0.548 0.914
SC2 4.02 0.784 0.929

Note: The shaded figures represent the results from the HTMT procedure.

Table 4
The findings from the Bootstrapping procedure.
Path coefficient Original sample (O) Standard deviation (STDEV) T Statistics (|O/STDEV|) P Values Decision

H1 Information Quality -> Information Usefulness 0.652*** 0.029 22.288 0.000 Supported.

H2 Source Credibility -> Information Usefulness 0.327*** 0.046 7.134 0.000 Supported.

H3 Information Usefulness -> Customer Satisfaction 0.786*** 0.020 39.024 0.000 Supported.

H4 Information Usefulness -> Customer Loyalty 0.442*** 0.064 6.911 0.000 Supported.

H5 Customer Satisfaction -> Customer Loyalty 0.177* 0.069 2.545 0.011 Supported.

Note: T > 1.95; ***P < 0.001, ** P < 0.01, *P < 0.05.

customer satisfaction (H3: β = 0.786, t = 39.024, p < 0.001). Evidently,
this was the strongest antecedent in this research model. Moreover, this
empirical investigation reveals that there were highly significant effects
between information usefulness and customer loyalty (H4: β = 0.442,
t = 6.911, p < 0.001) and between customer satisfaction and customer
loyalty (H5: β = 0.177, t = 2.545, p < 0.05).
Table 5 features the results of the mediated relationship between
information usefulness and customer loyalty (H4a). It clearly specifies
that customer satisfaction partially mediates information usefulness –
customer loyalty link. Table 6 illustrates the structured model’s indirect
effects between the exogenous and endogenous constructs (with infor­
mation usefulness and/or customer satisfaction as mediating factors). It
clarifies that there are significant indirect causal paths in this study,
particularly between information quality and customer satisfaction and
between information quality and customer loyalty, among others.
Fig. 2 sheds light on the outer loadings and describes the total effects.
It clearly illustrates the R2 values of this research model. The informa­
tion usefulness construct is the strongest and most significant explana­
tory power (R2 = 0.687) in the structured equation. Its power is driven
from information quality (ƒ2 = 0.920) and source credibility (ƒ2
= 0.147). The results suggest that customer satisfaction is the second
strongest coefficient of determination, with an R2 of 0.618. This
construct is affected by information usefulness (ƒ2 = 1.618). The
empirical findings also prove that there are moderate coefficients of
determination affecting customer loyalty (R2 = 0.349). In this case, this
construct is influenced by information usefulness (ƒ2 = 0.115) as well as
by customer satisfaction (ƒ2 = 0.108).
5. Conclusions
5.1. Theoretical implications
This contribution puts forward a research model that integrated
IAM’s key factors including information quality (Cheung et al., 2008;
Filieri, 2015; McClure and Seock, 2020; Talwar et al., 2021), source
credibility (Filieri et al., 2021; Ismagilova et al., 2020) and information
usefulness (of consumer reviews) (Camilleri and Kozak, 2023; Moro
et al., 2020) with eSERVQUAL’s satisfaction (Kaya et al., 2019; Kumar
and Ayodeji, 2021) and loyalty outcomes (Kumar and Ayodeji, 2021;
Tran and Strutton, 2020).

Table 5
The mediated effects of customer satisfaction on information usefulness-customer loyalty link.
Causal path Original Original Original Standard Deviation T Statistics (|O/ P Decision
sample (O) sample (O) sample (O) (STDEV) STDEV|) values

Direct Effect Indirect Total Effects

Effect
H4 Information Usefulness -> Customer 0.442 * ** 0.064 6.911 0.000 Supported.
Loyalty

H4a Information Usefulness -> Customer 0.139 * 0.054 2.522 0.012 Supported.
Satisfaction -> Customer Loyalty

Information Usefulness -> Customer 0.581 * ** 0.030 19.098 0.000 Supported.

Satisfaction -> Customer Loyalty

Note: T > 1.95; * **P < 0.001, * * P < 0.01, *P < 0.05.

5
M.A. Camilleri and R. Filieri International Journal of Hospitality Management 114 (2023) 103575

Table 6 et al., 2018; Erkan and Evans, 2016; Filieri, 2015; Sussman and Siegal,
The indirect effects in this research model. 2003).
Causal path Original Standard T Statistics P This study differentiated itself from IAM as it examined the effects of
sample (O) deviation (|O/ values information quality, source credibility and information usefulness on
(STDEV) STDEV|) the consumers’ satisfaction levels and loyalty with review websites. It
Information Quality 0.513 * ** 0.029 17.392 0.000 reported that information usefulness – customer satisfaction was the
-> Information strongest link in this empirical investigation and that customer satis­
Usefulness -> Customer faction partially mediated the relationship between information use­
Satisfaction
fulness and customer loyalty. Moreover, the results showed that there
Information Quality 0.091 * 0.037 2.462 0.014 were highly significant indirect effects between information quality and
-> Information customer satisfaction, between information quality and customer loy­
Usefulness -> Customer alty, between source credibility and customer satisfaction, and between
Satisfaction-
source credibility and customer loyalty.
> Customer Loyalty
Information Quality 0.288 0.042 6.883 0.000 In this case, this research indicated that the respondents (i.e. online
-> Information users) were satisfied with the review platforms that featured the con­
Usefulness -> Customer sumers’ testimonials about their “moments of truth” with hospitality
Loyalty businesses. It suggested that they were likely to re-visit them again in the
Information Quality 0.379 * ** 0.028 13.739 0.000
-> Customer Loyalty
future. To the best of the authors’ knowledge there are no studies in the
academic literature that have integrated theoretical underpinnings
Source Credibility 0.205 * ** 0.026 7.754 0.000 related to the service dominant logic (Vargo and Lusch, 2008), or to
-> Information SERVQUAL- and/or eSERVQUAL-related factors (Kaya et al., 2019;
Usefulness -> Customer
Maxham and Netemeyer, 2002; Parasuraman et al., 2005; Rodríguez
Satisfaction
et al., 2020; Zeithaml et al., 1996, 2002) with IAM constructs (Camilleri
Source Credibility 0.036 * 0.014 2.549 0.011 and Kozak, 2023; Chatterjee et al., 2023; Cheung et al., 2008; D’Acunto
-> Information et al., 2020; Erkan and Evans, 2016; Filieri, 2015; Huiyue et al., 2022;
Usefulness -> Customer Kang and Namkung, 2019; Li et al., 2020; Sussman and Siegal, 2003; Ye
Satisfaction
et al., 2009) to explore the satisfaction levels and revisit intentions to
-> Customer Loyalty
Source Credibility 0.115 * ** 0.025 4.659 0.000 review websites focused on consumer experiences of hospitality ser­
-> Information vices. This original research addresses this knowledge gap. In conclu­
Usefulness -> Customer sion, it implies that IAM’s exogenous factors can be used to investigate
Loyalty
the online users’ perceptions about the usefulness and satisfaction with
Source Credibility 0.151 * ** 0.021 7.158 0.000
-> Customer Loyalty past consumers’ service evaluations, and to shed light on their intentions
to habitually check out the qualitative content of review platforms/apps,
prior to visiting service businesses (including hotels, Airbnbs and res­
Note: T > 1.95; ***P < 0.001, ** P < 0.01, *P < 0.05.
taurants, among others) and/or before committing themselves to a
purchase decision.
The results from SmartPLS 3 confirm the reliability and validity of all
This contribution’s novel conceptual model raises awareness on the
measures that were used in this study. The findings indicate highly importance of evaluating the consumers’ satisfaction levels as well as
significant direct as well as indirect effects that are predicting the online their revisit intentions of review sites rather than merely determining
users’ satisfaction levels and loyalty with review sites. This research how information usefulness and other IAM antecedents affect their in­
suggests that the quality of the user generated content as well as the formation adoption.
sources’ credibility (in terms of the trustworthiness and expertize of the
online reviewers) are positive and significant antecedents of the in­
dividuals’ perceptions about the usefulness of information. These find­ 5.2. Managerial implications
ings reveal that both information quality and source credibility are
significant precursors of information usefulness, thereby validating This research postulates that online users are perceiving the useful­
mainstream IAM theoretical underpinnings (Cheung et al., 2008; Chong ness of consumer reviews. It clearly indicates that the respondents feel
that they feature quality content and that they consider them to be

Fig. 2. An illustration of the findings from SmartPLS.

6
M.A. Camilleri and R. Filieri
informative, credible and trustworthy. The results suggest that they are
satisfied with the user generated content (that sheds light on the re­
viewers’ opinions on their personal service encounters). In fact, their
responses imply that they are likely to revisit review websites and/or to
engage with their apps again.
The review platforms are helping prospective consumers in their
purchase decisions. They enable them to quickly access consumer ex­
periences with a wide array of service providers and to compare their
different shades of opinions. This study shows that they are evaluating
the consumer reviews to determine whether the hospitality firms are/
are not delivering on their promises?
The consumers’ reviews can make or break a business. The restau­
rant patrons’ and/or the hotel guests’ words of praise as well as their
genuine expressions of respect and gratitude can elevate the business
and enhance its corporate reputation. Alternatively, the customers’
critical evaluations may tarnish the image of hospitality business (in this
case). Whilst the consumers’ positive experiences with a company in­
creases the likelihood of their loyal behaviors and of word-of-mouth
publicity (that attracts new customers), poor reviews and ratings
could signal that the customers are dissatisfied with certain aspects of
the service delivery and may even result in their conversion to the
hospitality firms’ competitors.
Hence, it is in the businesses’ self-interest: (i) to consistently deliver
service quality, (ii) to meet and exceed their customers’ expectations,
(iii) to continuously monitor their consumers’ reviews, (iv) to address
contentious issues in a timely manner, and (v) to minimize consumer
complaints (and turn them into opportunities for consumer satisfaction
and loyalty).
5.3. Limitations and future research avenues
This research comprised reliable measures that are tried and tested in
academia. Information quality, source credibility and information use­
fulness factors were utilized to explore the customers’ satisfaction and
loyalty with review sites. These five constructs were never integrated
together within the same empirical investigation. Future researchers are
invited to validate this study in other contexts. For example, this theo­
retical model could explore the online users’ satisfaction and intentions
to use social media networks (SNSs) and/or e-commerce websites and
online marketplaces.
Alternatively, researchers can include other constructs related to
IAM to assess perceptions about information understandability, infor­
mation reliability, information relevance, information accuracy, and
information timeliness, among others. Most of these constructs represent
information quality. In addition, they may examine the individuals’
insights about source trustworthiness and/or source expertize rather
than integrating them into a source credibility construct. They may also
consider various constructs from eSERVQUAL like website appeal,
attractiveness, design, functionality, security and consumer fulfillment
aspects.
Perhaps, there is scope for future studies to consider other measures
that are drawn from psychology research like the Social Cognitive
Theory (Bandura, 1986), the Theory of Reasoned Action (Fishbein and
Ajzen, 1975), or the Theory of Planned Behavior (Ajzen, 1991), among
others, or from technology adoption models including the Technology
Acceptance Model’s TAM (Davis, 1989; Davis et al., 1989), TAM2 (Wang
et al., 2021), TAM3 (Al-Gahtani, 2016), the Innovation Diffusion Theory
(IDT) (Moore and Benbasat, 1991; Rogers, 1995), the Motivational
Model (MM) (Davis et al., 1992), the Unified Theory of Acceptance and
Use of Technology’ UTAUT (Venkatesh et al., 2003) and UTAUT2
(Venkatesh et al., 2012), among others.
These theories may be used to better understand the acceptance and
utilization of information technologies (like review platforms).
Notwithstanding, other studies are required to shed more light on the
moderating effects of demographic variables, on the usability and
satisfaction levels with disruptive innovations like voice assistance,
7
International Journal of Hospitality Management 114 (2023) 103575
chatbots, ChatGPT, Metaverse, and the like.
Other researchers may utilize other research designs and sampling
approaches to gather and analyze primary data. They could capture
interpretative data through inductive research, to delve deeper in the
informants’ opinions about eWOM publicity in consumer review sites.
Qualitative research methodologies and interpretative designs could
shed more light on important insights on how, where, when and why the
customers’ user-generated content (on their service experiences) could
influence the intentional behaviors of prospective consumers in today’s
digital age.
Research Ethics
This research was carried out in accordance with the principles
stated in the Declaration of Helsinki and is congruent with the European
Union’s General Data Protection Regulations (GDPR, 2016). Ethical
approval was obtained for all protocols from the University of xxxxxxxx
Research Ethics Committee xxxxxxxxxxxxxxxxxxxx.
Declaration of Competing Interest
The authors declare that they have no conflicts of interest.
Data availability
Data will be made available on request.
Acknowledgments
na.
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