The Impact of E-service Quality on E-loyalty and Revisit Intention through the Mediating Role of E-satisfaction and E-trust
Business providers are always concerned about maintaining and increasing customer satisfaction and trust because they are crucial for positive word of mouth, revisit intentions, and loyalty, which are necessary for long-term success in today's customer-focused industry. This study investigate...
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| Format: | Article |
| Language: | English |
| Published: |
AfricaJournals
2023-04-01
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| Series: | African Journal of Hospitality, Tourism and Leisure |
| Subjects: | |
| Online Access: | https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_11_12_2_555-573.pdf |
| _version_ | 1797780582947618816 |
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| author | Asra Zahoor Wani Apeksha Bhatnagar Mudasir Ahmad Mir |
| author_facet | Asra Zahoor Wani Apeksha Bhatnagar Mudasir Ahmad Mir |
| author_sort | Asra Zahoor Wani |
| collection | DOAJ |
| description | Business providers are always concerned about maintaining and increasing customer satisfaction and trust because they are crucial for positive word of mouth, revisit intentions, and loyalty, which are necessary for long-term
success in today's customer-focused industry. This study investigates the dimensions tourists use to evaluate e-service quality and their relationship to E-Loyalty and revisits intention among international tourists visiting
Kashmir. The study utilized structural equation modeling (SEM) analysis to investigate whether E-Satisfaction and E-Trust mediate in the understudy relationships. The data was collected from 194 international tourists. The
study findings have important implications and guidelines for developing E-Service Quality are discussed.
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| first_indexed | 2024-03-12T23:46:07Z |
| format | Article |
| id | doaj.art-1719ebc7e00d41eea1b7be134bb843e2 |
| institution | Directory Open Access Journal |
| issn | 2223-814X |
| language | English |
| last_indexed | 2024-03-12T23:46:07Z |
| publishDate | 2023-04-01 |
| publisher | AfricaJournals |
| record_format | Article |
| series | African Journal of Hospitality, Tourism and Leisure |
| spelling | doaj.art-1719ebc7e00d41eea1b7be134bb843e22023-07-14T06:25:50ZengAfricaJournalsAfrican Journal of Hospitality, Tourism and Leisure2223-814X2023-04-01122555573https://doi.org/10.46222/ajhtl.19770720.385The Impact of E-service Quality on E-loyalty and Revisit Intention through the Mediating Role of E-satisfaction and E-trustAsra Zahoor Wani0https://orcid.org/0000-0002-3647-7551Apeksha Bhatnagar1Mudasir Ahmad Mir2Amity Business School, Amity University Jaipur, RajasthanAmity Business School, Amity University Jaipur, RajasthanDepartment of tourism, Hospitality and Leisure Studies, University of KashmirBusiness providers are always concerned about maintaining and increasing customer satisfaction and trust because they are crucial for positive word of mouth, revisit intentions, and loyalty, which are necessary for long-term success in today's customer-focused industry. This study investigates the dimensions tourists use to evaluate e-service quality and their relationship to E-Loyalty and revisits intention among international tourists visiting Kashmir. The study utilized structural equation modeling (SEM) analysis to investigate whether E-Satisfaction and E-Trust mediate in the understudy relationships. The data was collected from 194 international tourists. The study findings have important implications and guidelines for developing E-Service Quality are discussed. https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_11_12_2_555-573.pdfe-service qualitye- loyaltye-satisfactionrevisit intentioninternational tourism |
| spellingShingle | Asra Zahoor Wani Apeksha Bhatnagar Mudasir Ahmad Mir The Impact of E-service Quality on E-loyalty and Revisit Intention through the Mediating Role of E-satisfaction and E-trust African Journal of Hospitality, Tourism and Leisure e-service quality e- loyalty e-satisfaction revisit intention international tourism |
| title | The Impact of E-service Quality on E-loyalty and Revisit Intention through the Mediating Role of E-satisfaction and E-trust |
| title_full | The Impact of E-service Quality on E-loyalty and Revisit Intention through the Mediating Role of E-satisfaction and E-trust |
| title_fullStr | The Impact of E-service Quality on E-loyalty and Revisit Intention through the Mediating Role of E-satisfaction and E-trust |
| title_full_unstemmed | The Impact of E-service Quality on E-loyalty and Revisit Intention through the Mediating Role of E-satisfaction and E-trust |
| title_short | The Impact of E-service Quality on E-loyalty and Revisit Intention through the Mediating Role of E-satisfaction and E-trust |
| title_sort | impact of e service quality on e loyalty and revisit intention through the mediating role of e satisfaction and e trust |
| topic | e-service quality e- loyalty e-satisfaction revisit intention international tourism |
| url | https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_11_12_2_555-573.pdf |
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