Relationship Between E-Commerce Service Quality, Satisfaction, Trust, and Customer Loyalty in The Hotel Industry in the East Coast of Peninsular Malaysia
E-commerce system websites have helped to expand the business into the international sphere. Manage satisfaction, trust, and customer loyalty to the use of E-commerce services in the long term in view very important for business development. Lack of studies on the quality of service of E-commerce...
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my-unisza-ir.5192020-11-25T02:27:23Z http://eprints.unisza.edu.my/519/ Relationship Between E-Commerce Service Quality, Satisfaction, Trust, and Customer Loyalty in The Hotel Industry in the East Coast of Peninsular Malaysia Mutia Sobihah, Abd Halim Nor Azman, Mat Ali @ Salim Mahadzirah, Mohamad Wan Zulqurnain, Wan Ismail HD28 Management. Industrial Management HF Commerce E-commerce system websites have helped to expand the business into the international sphere. Manage satisfaction, trust, and customer loyalty to the use of E-commerce services in the long term in view very important for business development. Lack of studies on the quality of service of E-commerce in the hotel industry in Malaysia in general and on the East Coast of Peninsular Malaysia in particular has prompted this study to be done. The main objective of this study was to identify and measure the perception of foreign tourists to the service factors of E-commerce website that influence satisfaction, trust and loyalty. Based on previous studies, a conceptual framework of this study were established, the relationship between E-commerce service quality, satisfaction, trust, and customer loyalty in the hotel industry in the East Coast of Peninsular Malaysia. Tourism sector is the second largest foreign exchange earner after manufactured goods and the seventh largest contributor to the Malaysian economy, with a Gross National Income (GNI) of RM47.2 billion in year 2013. The hotel industry is one of the tourism sectors. The hotel industries have international dimensions and have the use of the highest sites. Tourism and hotel industry especially has proven to be a catalyst for development and these dynamics have turned the industry into a key-driver for economic growth. 2014 Conference or Workshop Item NonPeerReviewed text en http://eprints.unisza.edu.my/519/1/FH03-FPPP-14-01312.pdf text en http://eprints.unisza.edu.my/519/2/FH03-FPPP-14-01498.pdf Mutia Sobihah, Abd Halim and Nor Azman, Mat Ali @ Salim and Mahadzirah, Mohamad and Wan Zulqurnain, Wan Ismail (2014) Relationship Between E-Commerce Service Quality, Satisfaction, Trust, and Customer Loyalty in The Hotel Industry in the East Coast of Peninsular Malaysia. In: International Conference on Global Trends in Academic Research (GTAR 2014), 02-03 June 2014, Bali, Indonesia. |
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HD28 Management. Industrial Management HF Commerce Mutia Sobihah, Abd Halim Nor Azman, Mat Ali @ Salim Mahadzirah, Mohamad Wan Zulqurnain, Wan Ismail Relationship Between E-Commerce Service Quality, Satisfaction, Trust, and Customer Loyalty in The Hotel Industry in the East Coast of Peninsular Malaysia |
description |
E-commerce system websites have helped to expand the business into the international sphere.
Manage satisfaction, trust, and customer loyalty to the use of E-commerce services in the long term in view very
important for business development. Lack of studies on the quality of service of E-commerce in the hotel
industry in Malaysia in general and on the East Coast of Peninsular Malaysia in particular has prompted this
study to be done. The main objective of this study was to identify and measure the perception of foreign tourists
to the service factors of E-commerce website that influence satisfaction, trust and loyalty. Based on previous
studies, a conceptual framework of this study were established, the relationship between E-commerce service
quality, satisfaction, trust, and customer loyalty in the hotel industry in the East Coast of Peninsular Malaysia.
Tourism sector is the second largest foreign exchange earner after manufactured goods and the seventh largest
contributor to the Malaysian economy, with a Gross National Income (GNI) of RM47.2 billion in year 2013.
The hotel industry is one of the tourism sectors. The hotel industries have international dimensions and have the
use of the highest sites. Tourism and hotel industry especially has proven to be a catalyst for development and
these dynamics have turned the industry into a key-driver for economic growth. |
format |
Conference or Workshop Item |
author |
Mutia Sobihah, Abd Halim Nor Azman, Mat Ali @ Salim Mahadzirah, Mohamad Wan Zulqurnain, Wan Ismail |
author_facet |
Mutia Sobihah, Abd Halim Nor Azman, Mat Ali @ Salim Mahadzirah, Mohamad Wan Zulqurnain, Wan Ismail |
author_sort |
Mutia Sobihah, Abd Halim |
title |
Relationship Between E-Commerce Service Quality, Satisfaction, Trust, and Customer Loyalty in The Hotel Industry in the East Coast of Peninsular Malaysia |
title_short |
Relationship Between E-Commerce Service Quality, Satisfaction, Trust, and Customer Loyalty in The Hotel Industry in the East Coast of Peninsular Malaysia |
title_full |
Relationship Between E-Commerce Service Quality, Satisfaction, Trust, and Customer Loyalty in The Hotel Industry in the East Coast of Peninsular Malaysia |
title_fullStr |
Relationship Between E-Commerce Service Quality, Satisfaction, Trust, and Customer Loyalty in The Hotel Industry in the East Coast of Peninsular Malaysia |
title_full_unstemmed |
Relationship Between E-Commerce Service Quality, Satisfaction, Trust, and Customer Loyalty in The Hotel Industry in the East Coast of Peninsular Malaysia |
title_sort |
relationship between e-commerce service quality, satisfaction, trust, and customer loyalty in the hotel industry in the east coast of peninsular malaysia |
publishDate |
2014 |
url |
http://eprints.unisza.edu.my/519/1/FH03-FPPP-14-01312.pdf http://eprints.unisza.edu.my/519/2/FH03-FPPP-14-01498.pdf http://eprints.unisza.edu.my/519/ |
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