Objetivo – Identificar antecedentes ao desenvolvimento da confiança dos usuários de aplicativos de viagem para celular aos fornecedores dessa tecnologia e sua influência na satisfação e lealdade.
Metodologia – Fez-se modelagem por equações estruturais, na qual a confiança baseada na cognição e no afeto são variáveis mediadoras entre a satisfação e a lealdade, uma inovação frente à literatura consultada. Para atingir esse objetivo foram analisados 1085 questionários.
Resultados – Percepção de privacidade e segurança antecedem a confiança cognitiva que influencia satisfação e lealdade no uso de aplicativo de viagem. Reputação influencia confiança baseada em cognição. A contribuição teórica é que a confiança em cognição é um importante fator para o uso contínuo de aplicativos de viagem.
Limitações/Implicações da pesquisa – As limitações desta pesquisa são o tipo de coleta de dados (bola de neve) e, por isso, sugere-se amostragem probabilística; e o tratamento de dados que foi por modelagem (equações estruturais). Contudo, indica-se fazer via experimentos.
Implicações práticas – Aplicativos de viagem devem considerar a importância de fornecer informações claras e lógicas para construir a confiança cognitiva dos usuários.
Originalidade – A originalidade assenta-se na investigação da Confiança baseada em Cognição e em Afeição como fatores influenciadores da Intenção de Lealdade.
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A Turismo: Visão e Ação vinculado ao Programa de Pós-Graduação em Turismo e Hotelaria - Mestrado e Doutorado, é um periódico científico de publicação no sistema de fluxo contínuo, interdisciplinar e de alcance internacional, classificada, segundo os critérios Qualis/CAPES (2017-2020), como 'A3' na área de Administração, Ciências Contábeis e Turismo. Registrada no ISSN sob o número 1983-7151, a Turismo: Visão e Ação iniciou suas atividades em 1998 com publicações impressas, nas versões inglês e português. Em 2008, transformou-se em publicação On-Line, com alcance maior do público interessado, mantendo como política de ser um periódico de acesso aberto e sem cobranças de taxas de submissão e acesso aos artigos. A Turismo: Visão e Ação (TVA) possui como título abreviado do periódico Tur., Visão e Ação, usado em bibliografias, notas de rodapé, referências e legendas bibliográficas.
