Impact of hotel website quality on online booking intentions: ETrust as a mediator

Liang Wang, Chun Hung Roberts Law, Basak Denizci Guillet, Kam Hung, Davis Ka Chio Fong

Research output: Journal article publicationJournal articleAcademic researchpeer-review

219 Citations (Scopus)


Growing competitiveness in the marketplace pushes hoteliers to fully take advantage of their websites as a marketing tool. This study proposed that a trusting relationship with customers could be developed by investing in hotel website development. A research model that incorporates hotel website quality, eTrust, and online booking intentions was put forward. The software AMOS 20.0 was adopted to analyze the proposed inter-variable relationships. Statistical results demonstrated that hotel website quality is a strong predictor of eTrust which then also mediates the relationship between website quality and consumers' online booking intentions. Implications were offered for practitioners based on the results.
Original languageEnglish
Pages (from-to)108-115
Number of pages8
JournalInternational Journal of Hospitality Management
Publication statusPublished - 1 May 2015


  • ETrust
  • Hotel website quality
  • Mediation effect
  • Online booking intentions

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management


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