An Empirical Study on the Influence of Hotel Website on Customer Satisfaction

被引：0
|
作者：
Soonsan, Nimit [1 ]
机构：
[1] Phuket Rajabhat Univ, Fac Management Sci, Business Adm, Phuket, Thailand
来源：
ST THERESA JOURNAL OF HUMANITIES AND SOCIAL SCIENCES | 2020年 / 6卷 / 01期
关键词：
Hotel; website; satisfaction; tourist; Thailand; SOCIAL MEDIA; DESTINATION IMAGE; PERCEIVED VALUE; GENERATION Y; ONLINE; TOURISM; PURCHASE; INTENTIONS; TRUST; DESIGN;
D O I：
暂无
中图分类号：
C [社会科学总论];
学科分类号：
03 ; 0303 ;
摘要：
The Internet is an increasingly important area in an online business. Hotels business can create lots of opportunities through the Internet, for example, they can allow customers to use the website to search for more information, shop for products, and make an online payment. The aim of this study was to investigate the characteristics of different hotels' websites and how it affected overall customer satisfaction. This study recognized seven characteristics of the hotel website: 1) website playfulness, 2) quality of information, 3) website confidence, 4) website navigability, 5) online responsiveness, 6) personalization of product and service, and 7) opportunities for e-transactions. Regression analysis was used to predict the overall customer satisfaction. The results indicate that website playfulness, quality of information, website confidence, online responsiveness, and opportunities for e-transactions have a positive impact on overall customer satisfaction. Managerial implications to improve overall satisfaction will be discussed in the paper.
引用
收藏
页码：166 / 186
页数：21
相关论文
共 50 条
  • [41] Customer value anticipation, customer satisfaction and loyalty: An empirical examination
    Flint, Daniel J.
    Blocker, Christopher P.
    Boutin, Philip J., Jr.
    INDUSTRIAL MARKETING MANAGEMENT, 2011, 40 (02) : 219 - 230
  • [42] Study on Customer's Attitude towards a Trustworthy Website
    Meng, Dandan
    ELEVENTH WUHAN INTERNATIONAL CONFERENCE ON E-BUSINESS, 2012, : 95 - 104
  • [43] Relationship Modeling of Travel Website Quality toward Customer Satisfaction Influencing Purchase Intention
    Almakayeel, Naif
    SUSTAINABILITY, 2023, 15 (10)
  • [44] The Effects of Perceived Value, Website Trust and Hotel Trust on Online Hotel Booking Intention
    Kim, Seo Yeon
    Kim, Jong Uk
    Park, Sang Cheol
    SUSTAINABILITY, 2017, 9 (12)
  • [45] IT Value for Customer: Its Influence on Satisfaction and Loyalty in E-commerce
    Kawa, Arkadiusz
    Swiatowiec-Szczepanska, Justyna
    INTELLIGENT INFORMATION AND DATABASE SYSTEMS, ACIIDS 2019, PT II, 2019, 11432 : 489 - 498
  • [46] The Influence of Perceived Value, Customer Satisfaction, and Trust on Loyalty in Entertainment Platforms
    Yum, Kyeongmin
    Kim, Jongnam
    APPLIED SCIENCES-BASEL, 2024, 14 (13):
  • [47] An Empirical Study on Customer Satisfaction Determinants in Chinese Service Recovery Context
    Yang, Lihua
    Dong, Bing
    ADVANCES IN ASIA-PACIFIC LOW CARBON ECONOMY, 2010, : 318 - 321
  • [48] The Impact of Hotel Customer Engagement and Service Evaluation on Customer Behavior Intention: The Mediating Effect of Brand Trust
    Chen, Xi
    Wang, Yifan
    Lyu, Xujie
    Zhang, Jinlong
    FRONTIERS IN PSYCHOLOGY, 2022, 13
  • [49] Quality practices and their influence on customer results: an empirical study
    de la Cruz del Rio-Rama, Maria
    Alvarez-Garcia, Jose
    Oliveira, Cristiana
    CURRENT ISSUES IN TOURISM, 2019, 22 (07) : 806 - 826
  • [50] The Combined Effect of Color and Music on Customer Satisfaction in Hotel Bars
    Lin, Ingrid Y.
    JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT, 2009, 19 (01) : 22 - 37
12345