The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators

2011 ◽  
Vol 10 (4) ◽  
pp. 549-570 ◽  
Author(s):  
Chia-Lin Hsu ◽  
Kuo-Chien Chang ◽  
Mu-Chen Chen
Keyword(s):  
Customer Satisfaction ◽  
Purchase Intention ◽  
Website Quality ◽  
Perceived Playfulness ◽  
The Impact

scholarly journals Hotel Booking Website Quality, Travel Agent Satisfaction and Purchase Intention

2021 ◽  
Vol 10 (10(6)) ◽  
pp. 1932-1943
Author(s):  
Sandie Khumalo-Ncube ◽  
Tasneem Motala
Keyword(s):  
Customer Satisfaction ◽  
Purchase Intention ◽  
Online Survey ◽  
Information Quality ◽  
Ease Of Use ◽  
Third Party ◽  
Website Quality ◽  
Travel Agents ◽  
Hotel Booking ◽  
The Impact

Website quality is one of the features that organisations increasingly use to maintain a competitive advantage. In the hospitality sector in particular, the growing use of a website as a sales channel has necessitated that hotel distribution companies understand the influence of website quality on their customers’ purchase behaviour. The purpose of this study was to assess the impact of Business-to-Business (B2B) third-party hotel booking website quality features on travel agents’ satisfaction, and their subsequent purchase intention. Quantitative data was collected from South African travel agents using an online survey. Three website quality dimensions namely ease of use, information quality and visual appearance, as well as customer satisfaction and purchase intention were measured. Results indicate that there is a positive relationship between website quality and customer satisfaction, and between customer satisfaction and purchase intention. Information quality appears to have the strongest relationship with customer satisfaction. Regression analyses revealed that the relationship between website quality and purchase intention is mediated by customer satisfaction. The study makes a predominantly empirical contribution as there does not appear to be a similar study conducted within an African context. From a practical contribution perspective, the findings may assist third-party hotel distribution companies with meeting the demands of travel agents, and thereby improve their overall business performance.

scholarly journals THE IMPACT OF BRAND EQUITY TO PURCHASE INTENTION (CASE STUDY FROM IPHONE USERS IN MAKASSAR)

2021 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Gita Gabriella ◽  
Sonny Sonny
Keyword(s):  
Quantitative Analysis ◽  
Customer Satisfaction ◽  
Brand Equity ◽  
Brand Loyalty ◽  
Purchase Intention ◽  
Perceived Quality ◽  
Brand Awareness ◽  
Coefficient Of Determination ◽  
Purposive Sampling ◽  
The Impact

Penelitian ini dilatarbelakangi oleh meningkatnya persaingan di pasar ponsel cerdas. Terlepas dari popularitas iPhone ketika perusahaan memperkenalkan iPhone untuk pertama kalinya pada tahun 2007, iPhone telah mengalami persaingan ketat dari produsen smartphone lainnya. Penelitian ini bertujuan untuk mengetahui pengaruh ekuitas merek dan kepuasan pelanggan terhadap niat beli konsumen produk iPhone. Elemen ekuitas merek yang digunakan dalam penelitian ini adalah kesadaran merek, kualitas persepsi, kepuasan pelanggan, dan loyalitas merek. Penelitian ini dilakukan dengan menyebarkan kuesioner kepada sembilan puluh enam responden dengan menggunakan purposive sampling. Responden adalah orang yang saat ini menggunakan produk iPhone. Data dianalisis dengan menggunakan analisis kuantitatif. Analisis kuantitatif terdiri dari uji validitas dan reliabilitas, uji asumsi klasik, analisis regresi berganda, pengujian hipotesis dengan uji F dan uji t, serta analisis koefisien determinasi (R). Dari hasil penelitian dapat disimpulkan, bahwa kepuasan pelanggan dan loyalitas merek merupakan elemen utama konsumen membeli merek iphone. Sedangkan kesadaran merek dan kualitas persepsi tidak berpengaruh dalam faktor pembelian.  This research is motivated by the increasing competition in the smartphone market. Despite the popularity of the iPhone when the company introduced the iPhone for the first time in 2007, the iPhone has experienced stiff competition from other smartphone manufacturers. This study aims to determine the effect of brand equity and customer satisfaction on consumer purchase intentions of iPhone products. The elements of brand equity used in this study are brand awareness, perceived quality, customer satisfaction, and brand loyalty. This research was conducted by distributing questionnaires to ninety-six respondents using purposive sampling. Respondents are people who currently use iPhone products. Data were analyzed using quantitative analysis. Quantitative analysis consists of validity and reliability tests, classical assumption tests, multiple regression analysis, hypothesis testing with the F test and t test, and analysis of the coefficient of determination (R). The results of research can be concluded that customer satisfaction and brand loyalty are the main elements of consumers buying the iPhone brand. Meanwhile, brand awareness and perceived quality has no effect on purchasing factors. 

scholarly journals The Impact of Customer Satisfaction with EWOM and Brand Equity on E-Commerce Purchase Intention in Indonesia Moderated by Culture

2021 ◽  
Vol 12 (1) ◽  
pp. 41-51
Author(s):  
Angga Febrian ◽  
Muhtad Fadly
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Purchase Intention ◽  
Customer Value ◽  
Moderator Variable ◽  
Independent Variables ◽  
Digital Era ◽  
Independent Variable ◽  
The Impact ◽  
The Relationship

The digital era, which increasingly becomes massive in people's lives, impacts the traditional sales methods. E-commerce companies compete in winning the competition to create superior customer value. An effective and efficient marketing strategy is needed that can influence customer purchase intention. The research focused on the effect of customer satisfaction, which created eWOM and increased brand equity on purchase intention by adding culture (collectivist culture) as the moderator variables. The research used a quantitative approach. The data were obtained from 280 respondents selected by non-probability sampling. Respondents were customers who had already bought products through e-commerce in Indonesia. The questionnaire instrument was adopted based on theories from the previous researchers. The data used the Likert scale and were analyzed using the SmartPLS 3.0. The results state a significant relationship between the independent and dependent variables. All independent variables have a significant influence on the dependent variable. However, culture as the moderator variable cannot get significant results in the relationship between all the variables. It gets irrelevant results. Hence, the results show that the moderator variable is more appropriate as the independent variable. It can directly affect purchase intention. The research contributes to testing culture as the moderator variable that makes the independent variables generalize the findings.

A Study of Online Purchasing Intention During the COVID-19 Pandemic in the Lebanese Context

2021 ◽  
Vol 11 (3) ◽  
pp. 15-33
Author(s):  
Nasser Fathi Easa ◽  
Soumaya Mounir Kaakour
Keyword(s):  
Mobile Phone ◽  
Purchase Intention ◽  
Mediation Effect ◽  
Hierarchical Regression ◽  
Future Research ◽  
Website Quality ◽  
Online Purchase ◽  
Mobile Phone Addiction ◽  
The Impact ◽  
The Relationship

This study aims to investigate the impact of selected factors (website quality, website brand, trust, SNS usage through mobile application, eWOM, and mobile phone addiction) on online purchase intention during the COVID-19 pandemic. The study also investigates the mediating impact of trust on the association between website quality, website brand, and online purchase intention. Data were collected from 226 Facebook users in Lebanon. The hierarchical regression analysis was used to evaluate the impact of these factors on online purchase intention. The results show that only website brand and mobile phone addiction were significantly related to online purchase intention. It was also found that trust does not have a mediation effect on the relationship between website brand and online purchase intention. However, trust can be considered as a partial mediator of the relationship between website quality and online purchase intention. Finally, practical implications are discussed. Then directions for future research are presented.

The System Quality and Customer Satisfaction with Website Quality as Mediator in Online Purchasing: A Developing Country Perspectives

2021 ◽  
pp. 2516600X2199194
Author(s):  
Anil Kumar ◽  
Suman Lata
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
System Quality ◽  
Website Quality ◽  
The Impact

The present era sees an increasing trend of online purchasing all over the globe, and India is no more an exception. India is likely to become the hub for online market because it is second in terms of population in the world. The study is an effort to understand whether system quality really matters for customer satisfaction, particularly in developing countries, and the website quality works as a mediator or not. The study proposes the theoretical framework of the impact of system quality on customer satisfaction after a rigor literature review. With the help of purposive sampling, data were collected and model tested using partial least square structural equation modeling (PLS-SEM). The results show that system quality and website quality have a direct and positive impact on customer satisfaction and website quality partially mediated. Based on these empirical findings, managerial implications, limitations, and recommendations for further future research are given in the study.

Hotel website quality, perceived flow, customer satisfaction and purchase intention

2016 ◽  
Vol 7 (2) ◽  
pp. 213-228 ◽  
Author(s):  
Faizan Ali
Keyword(s):  
Customer Satisfaction ◽  
Purchase Intention ◽  
Structural Model ◽  
Purchase Intentions ◽  
Partial Least Square ◽  
Least Square ◽  
Path Modeling ◽  
Website Quality ◽  
Content Type ◽  
Hotel Websites

Purpose This study aims to examine the relationships between hotel website quality, perceived flow, customer satisfaction and purchase intentions. Furthermore, this study also examines if perceived flow mediates the relationships between hotel website quality, customer satisfaction and purchase intentions. Design/methodology/approach The stimulus-organism-response framework is used as the theoretical framework for this study. A total of 441 valid online questionnaires were collected to empirically test the measurement and structural model using partial least square path modeling approach. The study sample includes hotel guests who booked their hotels via online travel agencies and/or hotel websites. Findings The findings confirm that hotel website quality influences customers’ perceived flow, which in turn, influences their satisfaction and purchase intention. Moreover, perceived flow also mediates the relationships between hotel website quality, customer satisfaction and purchase intentions. Originality/value Hotel website quality, perceived flow, customer satisfaction and purchase intentions altogether are not well understood in current literature despite the important implication for managers, academicians and consumers alike. This study contributes to the field of e-commerce marketing, retailing and e-tourism research.

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