The impact of e-service quality on the customer satisfaction and consumer engagement behaviors towards luxury hotels

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F19%3A63523001" target="_blank" >RIV/70883521:28120/19:63523001 - isvavai.cz</a>

Result on the web

<a href="https://www.tandfonline.com/doi/full/10.1080/1528008X.2019.1695701?scroll=top&needAccess=true" target="_blank" >https://www.tandfonline.com/doi/full/10.1080/1528008X.2019.1695701?scroll=top&needAccess=true</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.1080/1528008X.2019.1695701" target="_blank" >10.1080/1528008X.2019.1695701</a>

Result language

angličtina

Original language name

The impact of e-service quality on the customer satisfaction and consumer engagement behaviors towards luxury hotels

Original language description

Research background: Website quality of luxury hotels (from 4-star to 5- star ranking) is a vital role to attract customer’s first impression, satisfaction, engagement behaviors, and loyalty intentions. Purpose of the article: the study aims to increase the number online bookers by boosting the level of customer satisfaction and customer engagement behaviors (CEBs) on e-service of up-scale hotel websites in Vietnam. Moreover, this study examines whether mediation relationships between website quality, customer satisfaction, and CEBs. Methods: the 332 online bookers fulfilled the survey via online and offline approaches. The PLS-SEM analysis applied to measure the relationship of the constructs. Findings: The study confirms that website service quality contributes to customer satisfaction, then influences their CEBs and brand loyalty. Additionally, customer satisfaction acts as a partial mediation on the relationships between hotel website service quality and CEBs in the hotel industry. Originality/Value added: besides the results of the new insights of hotel website studies, this research is one of the pioneering studies concentrating on the impact of consumer engagement behaviors on its site, satisfaction and loyalty intention in the hotel and tourism industry. The study supports the business of e-commerce and operation of hotel/tourism service, marketing and research.

Czech name

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Czech description

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Type

J_SC - Article in a specialist periodical, which is included in the SCOPUS database

CEP classification

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OECD FORD branch

50204 - Business and management

Project

—

Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2019

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Journal of Quality Assurance in Hospitality &amp; Tourism

ISSN

1528-008X

e-ISSN

—

Volume of the periodical

neuveden

Issue of the periodical within the volume

6

Country of publishing house

GB - UNITED KINGDOM

Number of pages

13

Pages from-to

160-172

UT code for WoS article

000500302200001

EID of the result in the Scopus database

2-s2.0-85075744491