Hotel website quality, perceived flow, customer satisfaction and purchase intention

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 inte...

Full description

Saved in:
Bibliographic Details
Published inJournal of hospitality and tourism technology Vol. 7; no. 2; pp. 213 - 228
Main Author Ali, Faizan
Format Journal Article
LanguageEnglish
Published Bingley Emerald Group Publishing Limited 03.05.2016
Subjects
Consciousness
Customer satisfaction
Customer services
Customers
Hospitality industry
Hotels & motels
Hypotheses
Influence
Internet
Perceptions
Privacy
Purchase intention
Quality of service
Rule of origin
Usability
Web site design
Perceived flow
Customer satisfaction
Purchase intentions
Hotel website quality
PLS-SEM
Online AccessGet full text

Cover

More Information
Summary: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.
Bibliography:ObjectType-Article-1
SourceType-Scholarly Journals-1
ObjectType-Feature-2
content type line 14
ISSN:1757-9880
1757-9899
DOI:10.1108/JHTT-02-2016-0010