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 The Impact of Website Service Quality on Customer Trust and Purchase Intentions in the Hotel: Theoretical Approach
Tác giả hoặc Nhóm tác giả: Nguyen Huu Thai Thinh; Le Van Huy; Nguyen Truong Son
Nơi đăng: International Journal of Applied Business and Economic Research (SCOPUS); Số: 15 (23);Từ->đến trang: 479-498;Năm: 2017
Lĩnh vực: Kinh tế; Loại: Bài báo khoa học; Thể loại: Quốc tế
TÓM TẮT
In the process of strong development of information technology and the explosion of e-business, the website service quality has become an increasingly important role. The purpose of this research is focused on understanding and explaining the impact of website service quality to customer trust and purchase intentions in the hotel, in particular to emphasize the role of website service quality. On the other hand, this research sets the stage for the subsequent empirical research.
Research methods include: (a) the scope of the studies in this research is website service quality and customer trust, purchase intentions in the hotel; (b) the type of data used is primary data; (c) The research method in this study is the review process of the study of Creswell (2003) and qualitative methodology with expert interview and online customer interviews techniques.
The results of the research: There are seven dimensions of website service quality in the hotel which includes the following: information quality; ease of use; security; response time; interaction; website design; website functionality. Research confirms the existence of a relationship between the hotel website service quality and customer trust, purchase intentions. At the same time, the research also shown that the dimensions of website service quality has a positive and direct effect on customer trust, purchase intention.
ABSTRACT
In the process of strong development of information technology and the explosion of e-business, the website service quality has become an increasingly important role. The purpose of this research is focused on understanding and explaining the impact of website service quality to customer trust and purchase intentions in the hotel, in particular to emphasize the role of website service quality. On the other hand, this research sets the stage for the subsequent empirical research.
Research methods include: (a) the scope of the studies in this research is website service quality and customer trust, purchase intentions in the hotel; (b) the type of data used is primary data; (c) The research method in this study is the review process of the study of Creswell (2003) and qualitative methodology with expert interview and online customer interviews techniques.
The results of the research: There are seven dimensions of website service quality in the hotel which includes the following: information quality; ease of use; security; response time; interaction; website design; website functionality. Research confirms the existence of a relationship between the hotel website service quality and customer trust, purchase intentions. At the same time, the research also shown that the dimensions of website service quality has a positive and direct effect on customer trust, purchase intention.
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