Impact of Website Interface on Customer Experience and Engagement Intention in Online Hotel Booking

被引：0
|
作者：
Le, Tran-Thien-Y [1 ]
Chen, Ja-Shen [2 ]
机构：
[1] Can Tho Univ, Sch Econ, Can Tho, Vietnam
[2] Yuan Ze Univ, Coll Management, Taoyuan, Taiwan
来源：
INTERNATIONAL JOURNAL OF INFORMATION SYSTEMS IN THE SERVICE SECTOR | 2022年 / 14卷 / 01期
关键词：
STRUCTURAL EQUATION MODELS; SELF-SERVICE KIOSKS; TRAVEL AGENCIES; UNIFIED THEORY; ACCEPTANCE; TOURISM; DESIGN; ANTECEDENTS; HOSPITALITY; ENCOUNTERS;
D O I：
10.4018/IJISSS.287578
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
This study aims to examine the impacts of a website interface on customer experience and engagement intention in online hotel booking services. A research model was proposed to discuss the interrelationships among website interface attributes, online customer experience, and customer engagement intention. The moderating effects of self-efficacy were also included. A quantitative approach of collecting 608 usable online questionnaires was conducted, and SPSS and AMOS were used to analyze the measurement model and proposed hypotheses. The results demonstrated that customer experience was affected by the information attributes, service attributes, and technical attributes of the booking website interface. Furthermore, customer experience was found to be positively related to customer engagement intention on booking websites. Moderating effects of web self-efficacy on these relationships were suggested.
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页数：18
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