Rethinking trust in tourism apps: the moderating effect of age

Purpose This study aims to explore the role of trust and effect of age in the process of technology acceptance. Design/methodology/approach Using data collected from an online survey, this study conducts structural equation modeling to assess the relationship between technology adoption and users’ trust in that technology. Findings Findings of this study indicate that the formation of trust in technology is based on user experiences (i.e. the perception of usefulness and ease of use), while the perception of trust in technology is similar to human-like trust (i.e. competence and benevolence). This study clarifies that trust has a mediating effect on the relationship between perceived technology ease of use and behavioral intention to use. Trust belief of competence is found to be more effective on adoption behavior than trust belief of benevolence. In exploring the moderating effect of age, results find that easy use of an app is crucial for elderly people to create trust belief in technical competence and develop behavioral control over such technologies. Trust in technology is an essential factor that should be widely applied when analyzing technology adoption behaviors. Originality/value This study contributes in three ways. First, it reveals both how trust in technology is formed and the effect of that trust on technology adoption. Second, it extends the discussion of age as a variable in tourism app usage. Third, it shows how the experience of usage influences intentions towards the adoption of tourism apps.