Thông tin chung
  English
  Đề tài NC khoa học
  Bài báo, báo cáo khoa học
  Hướng dẫn Sau đại học
  Sách và giáo trình
  Các học phần và môn giảng dạy
  Giải thưởng khoa học, Phát minh, sáng chế
  Khen thưởng
  Thông tin khác
  Tài liệu tham khảo
  Hiệu chỉnh
 
Số người truy cập: 106,826,486

 Development and validation of a scale measuring hotel website service quality (HWebSQ)
Tác giả hoặc Nhóm tác giả: Van Huy Le; Huu Thai Thinh Nguyen; Ninh Nguyen; Simon Pervan
Nơi đăng: Tourism Management Perspectives; Số: https://doi.org/10.1016/j.tmp.2020.100697;Từ->đến trang: 00-00;Năm: 2020
Lĩnh vực: Kinh tế; Loại: Bài báo khoa học; Thể loại: Quốc tế
TÓM TẮT
This research aims to develop and validate a scale to measure website service quality in the hotel industry, namely HWebSQ. It also establishes the predictive power of the new scale by examining its relationship with an expected outcome, i.e. customer purchase intention. The research employs a detailed scale development process: domain specification, item generation, scale refinement, purification and validation. Data were collected from tourists who stayed at 4-to-5-star hotels in Vietnam. The findings confirm HWebSQ to be a valid and reliable measure of hotel website service quality containing 34 items with 7 dimensions. These include website functionality, website design, response time, ease of use, information quality, interactivity and security. Each of these dimensions is positively associated with customer purchase intention. The newly developed HWebSQ scale would be valuable to managers of hotels and other accommodation services who are interested in designing and managing websites aimed at attracting and retaining customers.
ABSTRACT
This research aims to develop and validate a scale to measure website service quality in the hotel industry, namely HWebSQ. It also establishes the predictive power of the new scale by examining its relationship with an expected outcome, i.e. customer purchase intention. The research employs a detailed scale development process: domain specification, item generation, scale refinement, purification and validation. Data were collected from tourists who stayed at 4-to-5-star hotels in Vietnam. The findings confirm HWebSQ to be a valid and reliable measure of hotel website service quality containing 34 items with 7 dimensions. These include website functionality, website design, response time, ease of use, information quality, interactivity and security. Each of these dimensions is positively associated with customer purchase intention. The newly developed HWebSQ scale would be valuable to managers of hotels and other accommodation services who are interested in designing and managing websites aimed at attracting and retaining customers.
© Đại học Đà Nẵng
 
 
Địa chỉ: 41 Lê Duẩn Thành phố Đà Nẵng
Điện thoại: (84) 0236 3822 041 ; Email: dhdn@ac.udn.vn