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...
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| Published in | Journal of hospitality and tourism technology Vol. 7; no. 2; pp. 213 - 228 |
|---|---|
| Main Author | |
| Format | Journal Article |
| Language | English |
| Published |
Bingley
Emerald Group Publishing Limited
03.05.2016
|
| Subjects | |
| Online Access | Get full text |
| ISSN | 1757-9880 1757-9899 |
| DOI | 10.1108/JHTT-02-2016-0010 |
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| Abstract | 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. |
|---|---|
| AbstractList | 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. PurposeThis 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/approachThe 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.FindingsThe 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/valueHotel 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. |
| Author | Ali, Faizan |
| Author_xml | – sequence: 1 givenname: Faizan surname: Ali fullname: Ali, Faizan |
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| Keywords | Perceived flow Customer satisfaction Purchase intentions Hotel website quality PLS-SEM |
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This study aims to examine the relationships between hotel website quality, perceived flow, customer satisfaction and purchase intentions. Furthermore,... PurposeThis study aims to examine the relationships between hotel website quality, perceived flow, customer satisfaction and purchase intentions. Furthermore,... |
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| SubjectTerms | 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 |
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| Title | Hotel website quality, perceived flow, customer satisfaction and purchase intention |
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