Hotel website quality, perceived flow, customer satisfaction and purchase intention
Hotel website quality, perceived flow, customer satisfaction and purchase intention
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DOI：
10.1108/jhtt-02-2016-0010
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发表时间：
2016-01-01
影响因子：
4.7
通讯作者：
Ali, Faizan
中科院分区：
文献类型：
--
作者：
Ali, Faizan
目的-本研究旨在检验酒店网站质量、感知流量、顾客满意度和购买意愿之间的关系。此外，本研究还考察了感知流量是否在酒店网站质量、顾客满意度和购买意愿之间起到中介作用。设计/方法/方法-刺激-生物-反应框架被用作本研究的理论框架。采用偏最小二乘路径建模方法，收集有效在线问卷441份，实证检验计量和结构模型。研究样本包括通过在线旅行社和/或酒店网站预订酒店的酒店客人。调查结果-调查结果证实，酒店网站质量影响顾客感知流量，进而影响他们的满意度和购买意愿。此外，感知流还在酒店网站质量、顾客满意度和购买意愿之间起到中介作用。原创性/价值——酒店网站质量、感知流量、顾客满意度和购买意愿在目前的文献中都没有得到很好的理解，尽管这对管理者、学者和消费者都有重要的意义。本研究对电子商务营销、零售和电子旅游领域的研究有一定的贡献。
Purpose - This study aims to examine the relationships between hotel website quality, perceived flow, customer satisfaction and purchase intentions. Furthermore, this study also examines if perceived flow mediates the relationships between hotel website quality, customer satisfaction and purchase intentions.Design/methodology/approach - The stimulus-organism-response framework is used as the theoretical framework for this study. A total of 441 valid online questionnaires were collected to empirically test the measurement and structural model using partial least square path modeling approach. The study sample includes hotel guests who booked their hotels via online travel agencies and/or hotel websites.Findings - The findings confirm that hotel website quality influences customers' perceived flow, which in turn, influences their satisfaction and purchase intention. Moreover, perceived flow also mediates the relationships between hotel website quality, customer satisfaction and purchase intentions.Originality/value - Hotel website quality, perceived flow, customer satisfaction and purchase intentions altogether are not well understood in current literature despite the important implication for managers, academicians and consumers alike. This study contributes to the field of e-commerce marketing, retailing and e-tourism research.