Exploring the influence of e-Service Quality toward Customer Engagement Behavior via PLS-SEM: Findings from a hotel's customer perspective

被引：0

作者：

Ridzuan, Nur Amira Mohd ^{[1
]}

Hamid, Rasidah ^{[1
]}

Ong, Mohd Hanafi Azman ^{[2
]}

Pratiwi, Ilma Indriasri ^{[3
]}

机构：

[1] Univ Teknol MARA, Fac Hotel & Tourism Management, Puncak Alam, Malaysia

[2] Univ Teknol MARA Cawangan Johor, Fac Comp & Math Sci, Dept Stat & Decis Sci, Kampus Segamat, Segamat 85000, Johor, Malaysia

[3] Univ Pendidikan Indonesia, Fac Social Sci Educ, Java 40154, Indonesia

来源：

ENVIRONMENT-BEHAVIOUR PROCEEDINGS JOURNAL | 2022年 / 7卷 / 21期

关键词：

e -service quality; customer engagement; hotel industry; website;

D O I：

10.21834/ebpj.v7i21.3748

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

Covid-19 has a significant impact on the hotel's operations. The reopening process has begun, especially on the hotel website. Therefore, the hotel industry must understand the need to influence customers' choices through advanced I.T. This study is intended to explore the effect of t e-service quality on customer engagement behaviors via the SEM method with the PLS estimation technique with 247 respondents. The findings indicate that system availability is the most significant influence influencing customer engagement behaviors, followed by system efficiency, system privacy/security, and system fulfillment. This finding will help the hotel's manager boost customer engagement.

引用

页码：263 / 269

页数：7

共 5 条

[1] Effect of e-service quality on customer engagement behavior in community e-commerce
Fan, Wenfang
Shao, Bingjia
Dong, Xiaohua
[J]. FRONTIERS IN PSYCHOLOGY, 2022, 13
[2] The Impact of E-service Quality on the Customer Satisfaction and Consumer Engagement Behaviors Toward Luxury Hotels
Nga Thi Vo
Chovancova, Miloslava
Ho Thanh Tri
[J]. JOURNAL OF QUALITY ASSURANCE IN HOSPITALITY & TOURISM, 2020, 21 (05) : 499 - 523
[3] Is eco-label hotel engagement the pathway to sustainability practices via entrepreneurial resilience and orientation in Oman? Findings from PLS-SEM and fsQCA
Salem, Islam Elbayoumi
Elbaz, Ahmed Mohamed
Al-Alawy, Alamir
Alkathiri, Nasser Alhamar
Elkhwesky, Zakaria
[J]. INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2023, 35 (02) : 717 - 742
[4] E-Banking Customer Satisfaction and Loyalty: Evidence from Serial Mediation through Modified E-S-QUAL Model and Second-Order PLS-SEM
Ahmed, Rizwan Raheem
Streimikiene, Dalia
Channar, Zahid Ali
Soomro, Riaz Hussain
Streimikis, Justas
[J]. INZINERINE EKONOMIKA-ENGINEERING ECONOMICS, 2021, 32 (05): : 407 - 421
[5] The Influence of Perceived Service Quality on Relationship Marketing Orientations and Customers' Buying Behavior in B2C Relationship from the Customer Perspective
Halimi, Anahita Bagherzad
Chavosh, Alireza
Choshalyc, Sahar Hosseinikhah
Salehi, Mehrdad
Pourabedin, Zahra
[J]. ECONOMICS AND FINANCE RESEARCH, 2011, 4 : 217 - 221

← 1 →