Customer's Perception Towards Website Quality In Malaysia Hotel Industry

Chang, Hui Li (2019) Customer's Perception Towards Website Quality In Malaysia Hotel Industry. [Final Year Project Report] (Unpublished)

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Abstract

The objective of this study is to investigate the relationship between website quality of Malaysia hotel industry, customer satisfaction and purchase intention. In addition, the objective for this study is to investigate the influence of website quality dimensions on the overall website quality, customer satisfaction and customer's purchase intentions. The theory employed in this research is the WebQual model by Loiacono (2000). The researcher will give questionnaires to 250 respondents through online questionnaires. Firstly, multiple website quality dimensions are developed based on past studies and the concepts of each dimension are being investigated. In addition, the relationships between each of the dimension are being investigated as well. Then followed by an examination of the validity and reliability of each of the measuring instruments. The findings of this study remain all the dimensions have relatively significant relationship influence the website quality, customer satisfaction and purchase intention especially usefulness and entertainment value. In addition, there is a positive relationship between overall website quality, customer satisfaction and purchase intention. This study also indicated that customer satisfaction is a mediator has indirect relationship to the overall website quality and purchase intentions.

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