본문 바로가기
KERD
논문KCI 등재

Website Quality, E-satisfaction, and E-loyalty of Users Based on The Virtual Distribution Channel

1

조회

0

다운로드

1

인용

0

참고문헌

키워드

초록

Purpose: Technology induces the virtual distribution channel to exist, especially for booking a room online. This situation, indeed, provides an alternative for the customers to book based on their budget through digital platforms. One platform offering competitive prices is virtual hotel operators, such as Airbnb, OYO, RedDoorz, and Airy Rooms. Preferably, after using their platform, the user should be satisfied and loyal. Hence, this investigation aims to prove some associations. The first is between e-satisfaction and e-loyalty. The second is between website quality and e-satisfaction. The final is between website quality and e-loyalty. Research design, data, and methodology: This study is quantitatively designed with the sample of 350 users of the virtual hotel operator applications in Bandar Lampung: Airbnb, OYO, RedDoorz, and Airy, as the samples. Therefore, by denoting this sample size, the structural equation model based on covariance is utilized to examine the three hypotheses proposed. Also, to get the responses, this study uses a survey through a questionnaire. Result: This investigation demonstrates the positive relationship between e-satisfaction and e-loyalty. Additionally, website quality positively associates with e-satisfaction and e-loyalty. Conclusion: The virtual hotel operators must have the superiority on their website-based application to update the information based on the room availability and price, ensure online transaction safety, and facilitate its utilization to maintain long-term satisfaction and loyalty virtually.

Abstract

Purpose: Technology induces the virtual distribution channel to exist, especially for booking a room online. This situation, indeed, provides an alternative for the customers to book based on their budget through digital platforms. One platform offering competitive prices is virtual hotel operators, such as Airbnb, OYO, RedDoorz, and Airy Rooms. Preferably, after using their platform, the user should be satisfied and loyal. Hence, this investigation aims to prove some associations. The first is between e-satisfaction and e-loyalty. The second is between website quality and e-satisfaction. The final is between website quality and e-loyalty. Research design, data, and methodology: This study is quantitatively designed with the sample of 350 users of the virtual hotel operator applications in Bandar Lampung: Airbnb, OYO, RedDoorz, and Airy, as the samples. Therefore, by denoting this sample size, the structural equation model based on covariance is utilized to examine the three hypotheses proposed. Also, to get the responses, this study uses a survey through a questionnaire. Result: This investigation demonstrates the positive relationship between e-satisfaction and e-loyalty. Additionally, website quality positively associates with e-satisfaction and e-loyalty. Conclusion: The virtual hotel operators must have the superiority on their website-based application to update the information based on the room availability and price, ensure online transaction safety, and facilitate its utilization to maintain long-term satisfaction and loyalty virtually.

참고문헌 (42)

  1. Ahmad, A., "Exploring the role of website quality and hedonism in the formation of esatisfaction and e-loyalty : Evidence from internet users in India", Journal of Research in Interactive Marketing, 11(3), pp.246~267 (2017)[DOI]
  2. Anderson, R. E., "E-satisfaction and eloyalty : A contingency framework", Psychology & Marketing, 20(2), pp.123~138 (2003)[DOI]
  3. Bai, B., "The impact of website quality on customer satisfaction and purchase intentions : Evidence from Chinese online visitors", International Journal of Hospitality Management, 27(3), pp.391~402 (2008)[DOI]
  4. Barnes, S. J., "An integrative approach to the assessment of e-commerce quality", Journal of Electronic Commerce Research, 3(3), pp.114~127 (2002)[DOI]
  5. Biswas, K. M., "The influence of website service quality on customer satisfaction towards online shopping : The mediating role of confirmation of expectation", International Journal of Management Science and Business Administration, 5(6), pp.7~14 (2019)[DOI]
  6. Bowerman, B. L., "Business Statistics in Practice" (2003), McGraw-Hill
  7. Boz, M., "Online Booking as A Marketing Strategy: A Survey on Hotels in Antalya", IOSR Journal of Business and Management, 18(9.4), pp.78~85 (2016)
  8. Danuri, M, "The development and transformation of digital information", Jurnal Informasi Komputer dan Manajemen (INFOKAM), 15(2), pp.116~123 (2019)
  9. DeLone, W. H., "Measuring e-commerce success applying the DeLone and McLean information systems success model", Information Journal of Electronic Commerce, 9(1), pp.31~47 (2004)[DOI]
  10. Feroza, M., "Creating eloyalty on online shopping transactions through e-service quality and e-trust", Muhammadiyah International Journal of Economics and Business, 1(1), pp.39~45 (2018)[DOI]
  11. Ghozali, I., "Structural Equation Modeling: The Alternative Method by Partial Least Square" (2008), Badan Penerbit Universitas Diponegoro
  12. Ghozali, I., "Structural Equation Model: Concepts and Applications of AMOS 22.0" (2014), Badan Penerbit Universitas Diponegoro
  13. Ghozali, I., "Application of Multivariate Analysis by IBM SPSS 23" (2016), Badan Penerbit Universitas Diponegoro
  14. Giao, H. N. K., "The influence of website quality on consumer's e-loyalty through the mediating role of e-trust and e-satisfaction : An evidence from online shopping in Vietnam", Uncertain Supply Chain Management, 8, pp.351~370 (2020)[DOI]
  15. Gotama, F., "The effect of e-trust and eservice quality on e-loyalty with e-satisfaction as the mediation variable", Jurnal Minds : Manajemen Ide dan Inspirasi, 6(2), pp.145~158 (2019)[DOI]
  16. Haq, I. U., "Impact of e-banking service quality on e-loyalty in pandemic times through interplay of esatisfaction", Vilakshan - XIMB Journal of Management, 17(1, pp.2) (2020), 39~55
  17. Hartono, J., "Research Business Methodology:Misunderstanding and Experience" (2012), Badan Penerbit Fakultas Ekonomi Universitas Gadjah Mada
  18. Hendriyati, L., "The influence of online travel agent on booking rooms in Mutiara Hotel, Malioboro, Yogyakarta", Media Wisata, 17(1), pp.1~10 (2019)
  19. Hsieh, H. J, "Effect of website quality on e-satisfaction", Advances in Social Science, Education, and Humanities Research, 345, pp.579~582 (2019)
  20. Hur, Y., "A structural model of the relationships between sport website quality, e-satisfaction, and e-loyalty", Journal of Sport Management, 25, pp.458~473 (2011)[DOI]
  21. Kaya, B., "The moderating role of website familiarity in the relationships between e-service quality, e-satisfaction, and eLoyalty", Journal of Internet Commerce, 18(4), pp.369~394 (2019)[DOI]
  22. Kiani, R. G., "Marketing opportunities in the digital world", Internet Research : Electronic Networking Applications and Policy, 8(2), pp.185~194 (1998)[DOI]
  23. Kim, S., "Apparel retailers : website quality dimensions and satisfaction", Journal of Retailing and Consumer Services, 11, pp.109~117 (2004)[DOI]
  24. Kiyici, M., "Internet shopping behavior of college of education students", The Turkish Online Journal of Educational Technology, 11(3), pp.202~214 (2012)[DOI]
  25. Kotler, P., "Marketing Management" (2012), Prentice-Hall
  26. Kusumawati, F., "The trend of virtual hotel operator in Yogyakarta : Case study of Oyo", Media Wisata, 18(1), pp.90~100 (2020)[DOI]
  27. Latan, H., "Structural Equation Model: Theory and Implementation of AMOS 21.0" (2013), Alfabeta
  28. Ltifi, M., "E-satisfaction and e-loyalty of consumer shopping online", Journal of Internet Banking and Commerce, 17(1), pp.1~20 (2012)[DOI]
  29. Phromlert, C., "How website quality, e-service quality, e-satisfaction, and social value affect poshtel e-loyalty in Thailand", African Journal of Hospitality, Tourism and Leisure, 8(5), pp.1~14 (2019)[DOI]
  30. Rahmalia, P., "The influence of service quality and e-service quality on the satisfaction that is mediated by perceived value applied to consumers of Tiki Jalur Nugraha Ekakurir in Banda Aceh", Jurnal Manajemen Inovasi, 10(1), pp.66~76 (2019)
  31. Samuelson, P. A., "Economics", pp.2010, McGraw-Hill
  32. Ipang SASONO, "The Impact of E-Service Quality and Satisfaction on Customer Loyalty: Empirical Evidence from Internet Banking Users in Indonesia", The Journal of Asian Finance, Economics and Business, 8(4), pp.465~473 (2021), 한국유통과학회
  33. Saw, S.-L., "Exploring consumers'intention toward online hotel reservations: insights from Malaysia", Problems and Perspectives in Management, 13(2-si), pp.249~257 (2015)
  34. Sholihin, M., "SEM Analysis with WarpPLS 7.0 for Non-linier Relationship in the Social and Business research" (2020), Penerbit ANDI
  35. Sugiyono, "Quantitative, Qualitative, and Mixed Research Methods" (2012), Alfabeta
  36. Tirtayani, I. G. A., "The effect of perceived website quality, e-satisfaction, and e -trust towards online repurchase intention", International Journal of Economics, Commerce and Management, 6(10), pp.262~287 (2018)[DOI]
  37. Tsao, W. C., "Intensifying online loyalty! The power of website quality and the perceived value of consumer", seller relationship, 2016, pp.116(9), 1987~2010
  38. Tseng, T. H., "Facilitation of consumer loyalty toward branded applications : The dual-route perspective", Telematics and Informatics, 35(5), pp.1297~1309 (2018)[DOI]
  39. Virgianne, Y., "The influence of e-service quality on domestic tourist satisfaction in Airy Rooms in Kuta Bali", Jurnal Kepariwisataan dan Hospitalitas, 3(1), pp.108~125 (2019)
  40. Wang, L., "Modeling the relationship between perceived values, e-satisfaction, and e-loyalty", Management Science Letters, 10(11), pp.2609~2616 (2020)[DOI]
  41. Wiastuti, R. D., "Virtual hotel operator; Is it disruption for the hotel industry", Jurnal Hospitality dan Pariwisata, 2(2), pp.201~215 (2016)[DOI]
  42. Winnie, P. -M. W., "The effects of website quality on customer e-loyalty : The mediating effect of trustworthiness", International Journal of Academic Research in Business and Social Sciences, 4(3), pp.19~41 (2014)[DOI]

관련 논문AI추천

이 간행물의 다른 논문 (9건)