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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Main Authors: Mutia Sobihah, Abd Halim, Nor Azman, Mat Ali @ Salim, Mahadzirah, Mohamad, Wan Zulqurnain, Wan Ismail
Format: Conference or Workshop Item
Language:English
English
Published: 2014
Subjects:
Online Access: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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spelling 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.
institution Universiti Sultan Zainal Abidin
building UNISZA Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Sultan Zainal Abidin
content_source UNISZA Institutional Repository
url_provider https://eprints.unisza.edu.my/
language English
English
topic HD28 Management. Industrial Management
HF Commerce
spellingShingle 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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score 13.160551