文章基本信息

标题：Hotel Booking Websites and their Impact on E-Satisfaction and E-Loyalty: Analysis on Utilitarian and Hedonic Features
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作者：Saiful Bahri Mohd Kamal ; Dahlan Abdullah ; Norfezah Md Nor 等
期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2018
卷号：8
期号：15
页码：160-177
DOI：10.6007/IJARBSS/v8-i15/5099
语种：English
出版社：Human Resource Management Academic Research Society
摘要：The purpose of this study was to examine selected hotel booking websites’ features and their impact on online users’ e-satisfaction and e-loyalty; and examine the relationship between online users’ e-satisfaction and e-loyalty. Two dimensions of hotel booking website features that influence users’ online booking experience were proposed: utilitarian features, and hedonic features. A self-report questionnaire was distributed as data collection and data analysis was done with Statistical Package for the Social Sciences (SPSS). A total number of 260 respondents indicated that both website utilitarian and hedonic features significantly affect users’ e-satisfaction and e-loyalty. Data analysis also indicates that e-satisfaction influences e-loyalty indicating online hotel booking users are more likely to revisit and repurchase hotel products and services especially if, through hotel online booking experience, able to attain selected utilitarian and hedonic features.