A major boost to the website performance of up-scale hotels in Vietnam
The study aims to enhance the customer experience on hotel websites in the context of venue’s booking channels to others. The online filed survey is conducted with 321 internet bookers. The exploratory factor analysis is adopted to analyze the data. The progression of customer satisfaction proceeds...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Sciendo
2019-03-01
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| Series: | Management şi Marketing |
| Subjects: | |
| Online Access: | https://doi.org/10.2478/mmcks-2019-0002 |
| _version_ | 1818529696877379584 |
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| author | Vo Nga Thi Chovancová Miloslava Tri Ho Thanh |
| author_facet | Vo Nga Thi Chovancová Miloslava Tri Ho Thanh |
| author_sort | Vo Nga Thi |
| collection | DOAJ |
| description | The study aims to enhance the customer experience on hotel websites in the context of venue’s booking channels to others. The online filed survey is conducted with 321 internet bookers. The exploratory factor analysis is adopted to analyze the data. The progression of customer satisfaction proceeds in a linear fashion on luxury (ranking from 4-star to 5-star hotels) websites. Moreover, the study reveals how hotel website performance would affect the levels of customer attitude and its sustainable development in the context of perceived e-service quality. The exploratory results show that customer satisfaction in online environment has identical processes in the context of up-scale hotel industry. The female group compared to male group, has more sensitive to perceive the impact of functionality of lodging website in developing customer satisfaction. Caution is advised in generalizing findings of this study due to stratified sampling even though the study confirms results of previously conducted studies. This study provides practical tips for website sustainable progress especially for hotel management to pay more attention to the e-service formation process. Therefore, the appropriate marketing strategy can be established to fill gender specific expectations towards individual degree of customer satisfaction. |
| first_indexed | 2024-12-11T17:10:10Z |
| format | Article |
| id | doaj.art-860abda41b87421b80d78cbffe1e40a5 |
| institution | Directory Open Access Journal |
| issn | 2069-8887 |
| language | English |
| last_indexed | 2024-12-11T17:10:10Z |
| publishDate | 2019-03-01 |
| publisher | Sciendo |
| record_format | Article |
| series | Management şi Marketing |
| spelling | doaj.art-860abda41b87421b80d78cbffe1e40a52022-12-22T00:57:33ZengSciendoManagement şi Marketing2069-88872019-03-01141143010.2478/mmcks-2019-0002A major boost to the website performance of up-scale hotels in VietnamVo Nga Thi0Chovancová Miloslava1Tri Ho Thanh2Faculty of Economics and Management, Tomas Bata University in Zlin, Czech Republic Based by Faculty of Tourism, Hoa Sen University VietnamFaculty of Economics and Management, Tomas Bata University in Zlin, Czech RepublicFaculty of Economics and Management,Tomas Bata University in Zlin, Czech RepublicThe study aims to enhance the customer experience on hotel websites in the context of venue’s booking channels to others. The online filed survey is conducted with 321 internet bookers. The exploratory factor analysis is adopted to analyze the data. The progression of customer satisfaction proceeds in a linear fashion on luxury (ranking from 4-star to 5-star hotels) websites. Moreover, the study reveals how hotel website performance would affect the levels of customer attitude and its sustainable development in the context of perceived e-service quality. The exploratory results show that customer satisfaction in online environment has identical processes in the context of up-scale hotel industry. The female group compared to male group, has more sensitive to perceive the impact of functionality of lodging website in developing customer satisfaction. Caution is advised in generalizing findings of this study due to stratified sampling even though the study confirms results of previously conducted studies. This study provides practical tips for website sustainable progress especially for hotel management to pay more attention to the e-service formation process. Therefore, the appropriate marketing strategy can be established to fill gender specific expectations towards individual degree of customer satisfaction.https://doi.org/10.2478/mmcks-2019-0002bookingcustomer satisfactionhotel websitee-service qualityluxury hotel |
| spellingShingle | Vo Nga Thi Chovancová Miloslava Tri Ho Thanh A major boost to the website performance of up-scale hotels in Vietnam Management şi Marketing booking customer satisfaction hotel website e-service quality luxury hotel |
| title | A major boost to the website performance of up-scale hotels in Vietnam |
| title_full | A major boost to the website performance of up-scale hotels in Vietnam |
| title_fullStr | A major boost to the website performance of up-scale hotels in Vietnam |
| title_full_unstemmed | A major boost to the website performance of up-scale hotels in Vietnam |
| title_short | A major boost to the website performance of up-scale hotels in Vietnam |
| title_sort | major boost to the website performance of up scale hotels in vietnam |
| topic | booking customer satisfaction hotel website e-service quality luxury hotel |
| url | https://doi.org/10.2478/mmcks-2019-0002 |
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