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

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

J_SC - Článek v periodiku v databázi SCOPUS

CEP obor

—

OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2019

Kód důvěrnosti údajů

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

Název periodika

Journal of Quality Assurance in Hospitality &amp; Tourism

ISSN

1528-008X

e-ISSN

—

Svazek periodika

neuveden

Číslo periodika v rámci svazku

6

Stát vydavatele periodika

GB - Spojené království Velké Británie a Severního Irska

Počet stran výsledku

13

Strana od-do

160-172

Kód UT WoS článku

000500302200001

EID výsledku v databázi Scopus

2-s2.0-85075744491