Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach
Despite a plethora of research studies on service quality, in general, and electronic (e) service quality, in particular, studies often focus on either understating the dimensions of e-service quality or its direct relationship with other variables such as customer e-satisfaction, e-trust, and e-loy...
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| Format: | Article |
| Language: | English |
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MDPI AG
2022-07-01
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| Series: | Mathematics |
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| Online Access: | https://www.mdpi.com/2227-7390/10/13/2328 |
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| author | Abdullah F. Alnaim Abu Elnasr E. Sobaih Ibrahim A. Elshaer |
| author_facet | Abdullah F. Alnaim Abu Elnasr E. Sobaih Ibrahim A. Elshaer |
| author_sort | Abdullah F. Alnaim |
| collection | DOAJ |
| description | Despite a plethora of research studies on service quality, in general, and electronic (e) service quality, in particular, studies often focus on either understating the dimensions of e-service quality or its direct relationship with other variables such as customer e-satisfaction, e-trust, and e-loyalty. This study developed a comprehensive theoretical model to examine both direct and indirect influence of e-service quality on the e-loyalty of hotel customers in their usage of online travel agencies (OTAs). The research examines the mediating effect of e-trust and e-satisfaction in the relationship between e-service quality and e-loyalty. The research adopted a quantitative approach through a questionnaire survey for data collection from hotel customers who adopt OTAs for choosing their hotel services. Data collected from the questionnaires were analyzed using structural equation modeling (SEM). The results confirmed all direct relationships among e-service quality, e-trust, e-satisfaction, and e-loyalty. However, the results did not confirm a mediating role of either e-trust or e-satisfaction in the relationship between e-service quality and e-loyalty. Nonetheless, the results interestingly showed that both variables (trust and e-satisfaction) have a mediating role in the relationship between e-service quality and e-loyalty. The results of this research have numerous implications for senior tourism marketers, as well as marketing scholars. |
| first_indexed | 2024-03-09T12:45:33Z |
| format | Article |
| id | doaj.art-17c7c4ddbc8d4898a6d9822374cefeae |
| institution | Directory Open Access Journal |
| issn | 2227-7390 |
| language | English |
| last_indexed | 2024-03-09T12:45:33Z |
| publishDate | 2022-07-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Mathematics |
| spelling | doaj.art-17c7c4ddbc8d4898a6d9822374cefeae2023-11-30T22:12:13ZengMDPI AGMathematics2227-73902022-07-011013232810.3390/math10132328Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling ApproachAbdullah F. Alnaim0Abu Elnasr E. Sobaih1Ibrahim A. Elshaer2Management Department, College of Business Administration, King Faisal University, Al-Ahsa 31982, Saudi ArabiaManagement Department, College of Business Administration, King Faisal University, Al-Ahsa 31982, Saudi ArabiaManagement Department, College of Business Administration, King Faisal University, Al-Ahsa 31982, Saudi ArabiaDespite a plethora of research studies on service quality, in general, and electronic (e) service quality, in particular, studies often focus on either understating the dimensions of e-service quality or its direct relationship with other variables such as customer e-satisfaction, e-trust, and e-loyalty. This study developed a comprehensive theoretical model to examine both direct and indirect influence of e-service quality on the e-loyalty of hotel customers in their usage of online travel agencies (OTAs). The research examines the mediating effect of e-trust and e-satisfaction in the relationship between e-service quality and e-loyalty. The research adopted a quantitative approach through a questionnaire survey for data collection from hotel customers who adopt OTAs for choosing their hotel services. Data collected from the questionnaires were analyzed using structural equation modeling (SEM). The results confirmed all direct relationships among e-service quality, e-trust, e-satisfaction, and e-loyalty. However, the results did not confirm a mediating role of either e-trust or e-satisfaction in the relationship between e-service quality and e-loyalty. Nonetheless, the results interestingly showed that both variables (trust and e-satisfaction) have a mediating role in the relationship between e-service quality and e-loyalty. The results of this research have numerous implications for senior tourism marketers, as well as marketing scholars.https://www.mdpi.com/2227-7390/10/13/2328e-service qualitye-truste-satisfactione-loyaltyonline travel agencies (OTAs) hotel industry |
| spellingShingle | Abdullah F. Alnaim Abu Elnasr E. Sobaih Ibrahim A. Elshaer Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach Mathematics e-service quality e-trust e-satisfaction e-loyalty online travel agencies (OTAs) hotel industry |
| title | Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach |
| title_full | Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach |
| title_fullStr | Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach |
| title_full_unstemmed | Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach |
| title_short | Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach |
| title_sort | measuring the mediating roles of e trust and e satisfaction in the relationship between e service quality and e loyalty a structural modeling approach |
| topic | e-service quality e-trust e-satisfaction e-loyalty online travel agencies (OTAs) hotel industry |
| url | https://www.mdpi.com/2227-7390/10/13/2328 |
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