THE INFLUENCE OF HOTEL WEBSITE DESIGN QUALITY, PERCEIVED EASE OF USE AND PERCEIVED USEFULNESS ON LOYALTY INTENTION

Khairil Anuar Bahari · Dahlan Abdullah · Saiful Bahri Mohd Kamal · Noorsa Riza Johari · Muhammad Shakir Zulkafli

16 citations0/0 files storedThe Turkish Online Journal of Design Art and Communication

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Usability and User Interface Design

Abstract

This study develops and empirically examines a theoretical model to investigate these relationships.136 usable responses from online survey were analyzed using partial least squares -structural equation modelling (PLS-SEM) approach.The present article contributes to the existing body of knowledge by identifying the influence of website design quality on perceived ease of use, perceived usefulness and loyalty intention among hotel website users.Results indicated that website design quality, perceived ease of use, and perceived usefulness have a positive influence on loyalty intention.While perceived ease of use positively influence loyalty intention, surprisingly the influence of perceived usefulness on loyalty intention is not significant.Drawing on the empirical findings, theoretical and managerial implications were discussed and recommendation for future research are offered.

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1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 2003E‐satisfaction and e‐loyalty: A contingency framework 2006Measuring Service Quality in E-Retailing 2012Role of web site design quality in satisfaction and word of mouth generation 2013A hybrid multi-criteria decision making model to evaluate hotel websites 2016A Conceptual Model of Interactive Hotel Website: The Role of Perceived Website Interactivity and Customer Perceived Value Toward Website Revisit Intention 2015The determinants of intention to use electronic booking among young users in Thailand

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