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

doi:10.1016/j.ijhm.2015.03.012

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 publication › Journal article › Academic research › peer-review

245 Citations (Scopus)

Abstract

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 language	English
Pages (from-to)	108-115
Number of pages	8
Journal	International Journal of Hospitality Management
Volume	47
DOIs	https://doi.org/10.1016/j.ijhm.2015.03.012
Publication status	Published - 1 May 2015

Keywords

ETrust
Hotel website quality
Mediation effect
Online booking intentions

ASJC Scopus subject areas

Tourism, Leisure and Hospitality Management
Strategy and Management

More information

10.1016/j.ijhm.2015.03.012

Cite this

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title = "Impact of hotel website quality on online booking intentions: ETrust as a mediator",

abstract = "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.",

keywords = "ETrust, Hotel website quality, Mediation effect, Online booking intentions",

author = "Liang Wang and Law, {Chun Hung Roberts} and {Denizci Guillet}, Basak and Kam Hung and Fong, {Davis Ka Chio}",

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AU - Wang, Liang

AU - Law, Chun Hung Roberts

AU - Denizci Guillet, Basak

AU - Hung, Kam

AU - Fong, Davis Ka Chio

PY - 2015/5/1

Y1 - 2015/5/1

N2 - 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.

AB - 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.

KW - ETrust

KW - Hotel website quality

KW - Mediation effect

KW - Online booking intentions

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DO - 10.1016/j.ijhm.2015.03.012

M3 - Journal article

SN - 0278-4319

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SP - 108

EP - 115

JO - International Journal of Hospitality Management

JF - International Journal of Hospitality Management

ER -

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

Abstract

Keywords

ASJC Scopus subject areas

More information

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