Trust Mediates Perceived Security and Information Quality in Booking Intention
DOI:
https://doi.org/10.38142/jebd.v4i3.431Keywords:
Perceived Security, Information Quality, Trust, Booking IntentionAbstract
This study examines the effects of Security and Information Quality on Hotel Booking Intention through Trust among Agoda users. Drawing on the Stimulus–Organism–Response framework, Security and Information Quality are positioned as stimuli, Trust as the organism, and Booking Intention as the response. Data were collected from 102 Agoda users residing in Denpasar who had booked a hotel through the platform within the previous 24 months. The data were analyzed using Partial Least Squares Structural Equation Modeling. The results show that Security positively affects both Booking Intention and Trust, while Information Quality significantly affects Trust but has no direct effect on Booking Intention. Trust has a positive effect on Booking Intention and significantly mediates the effects of both Security and Information Quality. Specifically, Trust provides complementary mediation for the relationship between Security and Booking Intention and indirect-only mediation for Information Quality. These findings reinforce the importance of trust formation in online hotel booking and suggest that Agoda should strengthen transaction security while providing accurate, complete, relevant, and up-to-date hotel information.
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