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

页码：166 / 186

页数：21

共 50 条

[41] Customer Satisfaction in Hotel Services: A Case Study of Thanh Hoa Province, Vietnam
Quang Hieu Le
Thanh Xuan Thi Nguyen
Thanh Thuy Thi Le
JOURNAL OF ASIAN FINANCE ECONOMICS AND BUSINESS, 2020, 7 (10): : 919 - 927
[42] A Study of Brand Image towards Customer's Satisfaction in the Malaysian Hotel Industry
Lahap, Johanudin
Ramli, Nur Safiah
Said, Noraslinda Mohd
Radzi, Salleh Mohd
Zain, Razlan Adli
IRSSM-6: THE 6TH INTERNATIONAL RESEARCH SYMPOSIUM IN SERVICE MANAGEMENT - SERVICE IMPERATIVES IN THE NEW ECONOMY: SERVICE EXCELLENCE FOR SUSTAINABILITY, 2016, 224 : 149 - 157
[43] An Empirical Study on Customer Satisfaction of the Chinese Mobile Communications Industry
Cui Huibao
Liu Lei
PROCEEDINGS FOR THE 5TH EURO-ASIA CONFERENCE ON ENVIRONMENT AND CORPORATE SOCIAL RESPONSIBILITY: MANAGEMENT SCIENCE AND ENGINEERING, PT I, 2009, : 179 - 185
[44] An Empirical Study on Customer Satisfaction with Personal Business in Commercial Bank
Shen Lu
Liu Mingfei
PROCEEDINGS OF THE 7TH INTERNATIONAL CONFERENCE ON INNOVATION AND MANAGEMENT, VOLS I AND II, 2010, : 928 - 931
[45] The effects of customer participation to customer satisfaction: an empirical research
Dong, Yali
He, Lijun
Marketing Research and Practice in Globalization Era, 2007, : 230 - 241
[46] Customer Satisfaction in Online Shopping in Growing Markets: An Empirical Study
Alam, Syed Shah
Ali, Mohd Helmi
Omar, Nor Asiah
Hussain, Wan Mohd Hirwani Wan
INTERNATIONAL JOURNAL OF ASIAN BUSINESS AND INFORMATION MANAGEMENT, 2020, 11 (01) : 78 - 91
[47] Empirical Study on Human Resource Dispatch Customer Satisfaction Model
Bi Xiao-qing
Zhou Qing-xiang
2010 2ND INTERNATIONAL CONFERENCE ON E-BUSINESS AND INFORMATION SYSTEM SECURITY (EBISS 2010), 2010, : 133 - 136
[48] The relationship between customer satisfaction and price acceptance: An empirical study
Huber, F
Herrmann, A
Wricke, M
2000 AMA EDUCATORS' PROCEEDINGS - ENHANCING KNOWLEDGE DEVELOPMENT IN MARKETING, 2000, : 175 - 181
[49] An empirical study of customer satisfaction with marine products wholesale market
Sun Zhaoqun
Wan Rong
Ding Xiangqian
Zhu Yugui
Zhang Guangrui
INDIAN JOURNAL OF GEO-MARINE SCIENCES, 2017, 46 (07) : 1470 - 1476
[50] Importance of Logistics Service Quality in Customer Satisfaction: An Empirical Study
Uvet, Hasan
OPERATIONS AND SUPPLY CHAIN MANAGEMENT-AN INTERNATIONAL JOURNAL, 2020, 13 (01): : 1 - 10

← 1 2 3 4 5 →