The moderating effects e-WOM on the relationship between E-service quality and online hotel booking intention

Growing competitiveness in the marketplace pushes the hoteliers to fully take advantage of their website as marketing tools. The internet are playing an increasing important role as information sources for travellers and online reviews reconstruct the decision making process. The main objective of t...

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Main Author:	Adam, Norhafizah
Format:	Thesis
Language:	English
Published:	2016
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/96627/1/NorhafizahAdamMFM2016.pdf.pdf
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id	my-utm-ep.96627
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spelling	my-utm-ep.966272022-08-08T06:48:17Z The moderating effects e-WOM on the relationship between E-service quality and online hotel booking intention 2016 Adam, Norhafizah HD28 Management. Industrial Management Growing competitiveness in the marketplace pushes the hoteliers to fully take advantage of their website as marketing tools. The internet are playing an increasing important role as information sources for travellers and online reviews reconstruct the decision making process. The main objective of this research is to investigate the relationship between e-service quality model (website design, usability, information, trust and empathy) towards online hotel booking intention which in this case, Hotel A as the target hotel. Besides, this study also tested the moderating effect of online reviews (eWOM) on the relationship between e-service quality and online hotel booking intention. A total of 120 questionnaires were distributed to the UTM students as the target respondents of this research. Referring to the nature of this research which is the experimental design research, the respondents has been divided into three group, 40 respondents answered without any influence of eWOM, 40 respondents with the influence of positive eWOM and another 40 respondents with negative eWOM. Correlation, regression and hierarchical regression were used to analyze the data. The finding showed that the overall ESQ model influence the intention of the customers to book the hotel through online while the negative review has stronger effect on the intention compared to positive review. To improve consumer online hotel booking intention, the hoteliers should provide service with high service quality and also giving attention and taking action on how to solve the blooming of the online reviews that in this era, influencing customer’s booking intention the most. This study provides valuable insight on the impact of ESQ model towards online hotel booking intention and the contribution of eWOM on customer’s intention. 2016 Thesis http://eprints.utm.my/id/eprint/96627/ http://eprints.utm.my/id/eprint/96627/1/NorhafizahAdamMFM2016.pdf.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:136981 masters Universiti Teknologi Malaysia Faculty of Management
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Adam, Norhafizah The moderating effects e-WOM on the relationship between E-service quality and online hotel booking intention
description	Growing competitiveness in the marketplace pushes the hoteliers to fully take advantage of their website as marketing tools. The internet are playing an increasing important role as information sources for travellers and online reviews reconstruct the decision making process. The main objective of this research is to investigate the relationship between e-service quality model (website design, usability, information, trust and empathy) towards online hotel booking intention which in this case, Hotel A as the target hotel. Besides, this study also tested the moderating effect of online reviews (eWOM) on the relationship between e-service quality and online hotel booking intention. A total of 120 questionnaires were distributed to the UTM students as the target respondents of this research. Referring to the nature of this research which is the experimental design research, the respondents has been divided into three group, 40 respondents answered without any influence of eWOM, 40 respondents with the influence of positive eWOM and another 40 respondents with negative eWOM. Correlation, regression and hierarchical regression were used to analyze the data. The finding showed that the overall ESQ model influence the intention of the customers to book the hotel through online while the negative review has stronger effect on the intention compared to positive review. To improve consumer online hotel booking intention, the hoteliers should provide service with high service quality and also giving attention and taking action on how to solve the blooming of the online reviews that in this era, influencing customer’s booking intention the most. This study provides valuable insight on the impact of ESQ model towards online hotel booking intention and the contribution of eWOM on customer’s intention.
format	Thesis
qualification_level	Master's degree
author	Adam, Norhafizah
author_facet	Adam, Norhafizah
author_sort	Adam, Norhafizah
title	The moderating effects e-WOM on the relationship between E-service quality and online hotel booking intention
title_short	The moderating effects e-WOM on the relationship between E-service quality and online hotel booking intention
title_full	The moderating effects e-WOM on the relationship between E-service quality and online hotel booking intention
title_fullStr	The moderating effects e-WOM on the relationship between E-service quality and online hotel booking intention
title_full_unstemmed	The moderating effects e-WOM on the relationship between E-service quality and online hotel booking intention
title_sort	moderating effects e-wom on the relationship between e-service quality and online hotel booking intention
granting_institution	Universiti Teknologi Malaysia
granting_department	Faculty of Management
publishDate	2016
url	http://eprints.utm.my/id/eprint/96627/1/NorhafizahAdamMFM2016.pdf.pdf
_version_	1747818671241166848

The moderating effects e-WOM on the relationship between E-service quality and online hotel booking intention

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