Relationship between E-commerce Service Quality, Satisfaction, Trust and Customer Loyalty in the Hotel in the East Coast of Peninsular Malaysia
| Format: | Restricted Document |
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| _version_ | 1860797974884384768 |
|---|---|
| building | INTELEK Repository |
| caption | International Business Management |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection407072 |
| date | 2024-08-30 11:09:00 |
| format | Restricted Document |
| id | 15218 |
| institution | UniSZA |
| internalnotes | Alam, S. S. and N. M. Yasin, (2009). An Investigation into the Antecedents of Customer Satisfaction of Online Shopping, The Australian & New Zealand Marketing Academy (ANZMAC) Conference, Melbourne, Australia 30 November – 2 December 2009, Paper number 79. Anderson J. C. and D. W. Gerbing (1998). Structural Equation Modelling in Practice: a Recommend Two-Step Approach. Psychol Bul, 103(3), 411-23. Anderson, F. And D. Lehmann, (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden, Journal of Marketing, 58(3), 53-66. Anderson J. C. and S. S. Srinivasan (2000). E-satisfaction and E-loyalty: a Contigency Framework. Psychology & Marketing, 20(2), 123-138. Chaudhuri, A. & M. Holbrook (2001). The chain of Effects from Brand Trust and Brand Affect to Brand Performane: The Role of Brand Loyalty. Journal of Marketing, 65(2), 81-93. Churchill, G. A., Jr. (1979). A Paradigm for Developing Better Measures of Marketing Construct. Journal of Market Research, 46(1), 64-73. Coulter, K. and R. Coulter, (2002). Determinants of Trust in a Service Provider: the Moderating Role of Length of Relationship, Journal of Services Marketing, 16(1), 35- 50. Cyr, D. (2008). Modeling Website Design Across Cultures: Relationships to Trust, Satisfaction and E-loyalty, Journal of Management Information Systems, 24(4), 47-72. Dong-Her, S., C. Hsiu-Sen, C. Chun-Yuan, and B. Lin, (2004). Internet Security: Malicious Emails Detection and Protection, Industrial management & Data Systems, 104(7), 613- 23. Fisher, A., (2001). Winning the Battle for Customers, Journal of Financial Services Marketing, 6(2), 77-83. Flavia’n, C. dan M. Guinaly’U, (2006). Consumer Trust, Perceived Security and Privacy Policy: Three Basic Elements of Loyalty to a Web site, Industrial Management & Data Systems, 106(5), 601-620. Ghazali Othman. (1998). Kesilapan Bahasa Dalam Penyelidikan Pendidikan. Journal Pengurusan Dan Kepimpinan. Jilid 08, Bil. 02. Goodwin, C., (1991). Privacy: Recognition of a Consumer Right, Journal of Public policy Marketing, 10, (1), 149-166. Greyskens. i., J. Steenkamp, L. Scheer, and N. Kumar, (1996). The Effects of Trust and Interdependence on Relationship Commitment: a Trans-Atlantic Study, International Journal of Research in Marketing, 13(4), 303-317. Gummerus, J., V. Liljander, M. Pura, A. Van Riel, (2004). Customer Loyalty to Content-Based Web Sites: The Case of an Online Health-care Service, Journal of Service Marketing, 18(3), 175-186. Hair, J. F. Jr., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis, (7th ed.), New Jersey. Prentice Hall International, Inc. Heiman, G. W. (1998). Understanding Research Method & Statistic. An Integrated Introduction for Psychology. Houghton Mifflin Company, New York. Huffmire, D. (2001). Improving Customer Satisfaction, Loyalty, and Profit : an intergrated Measurement and Management System. Internet World Stats (2013). Pengguna Internet di Malaysia. http://www.internet worldstats.com. Capaian pada 18 Mei 2013. Kassim, N. M. And S. Ismail (2009). Investigation the Complex Drivers of Loyalty in Ecommerce Settings. Measuring Business Excellence, 13(1), 56-71. Kim, D. J., L. F. Donald, and H. Raghav Rao. (2009). Trust and Satisfaction, Two Stepping Stones for Success E-commerce Relationship: A Longitudinal Exploration. Information System Research, 20(2), 237-257. Kolsaker, A. and C. Payne, (2002). Engendering trust in E-commerce: a study of Gender-Based Concerns, Marketing Intelligence & Planning, 20(4), 206-214. Krecjie, R., dan Morgan, D (1970). Determining sample size for research activities. Dalam Educational and psychological Measurement, 30, 607-610. Kuenzel, S. and Katsaris, N. (2009).A Critical Analysis of Service Recovery Processes in the Hotel Industry, TMC Academic Journal, 4(1), 14-24. Kim, D. J., L. F. Donald, and H. Raghav Rao, (2009). Trust and Satisfaction, Two Stepping Stones for Successful E-commerce Relationships: A Longitudinal Exploration, Information Systems Research, 20(2), 237-257. Laudon & Traver (2012).E Commerce 2012 Coursemart. (New Jersey). Prentice Hall. Lee, g. and H. Lin, (2005). Customer Perceptions of E-service Quality in Online Shopping, International Journal of Retail and Distribution Management, 33(2), 161-176. Malaysia Crunch (2013). Malaysia E-commerce Statistic. http://www.malaysia crunch.com/2012/3. Capaian pada 18 Mei 2013. McKnight, D., V. Choudhury, and C. Kacmar, (2002). Developing and Validating Trust Measures for E-commerce: An Integrative Typology, Information Systems Research, 13 (3), 334-359. Ministry of Tourism (2008). Malaysia Tourism Key Performance Indicators, 2008. Ministry of Tourism (2009). Malaysia Tourism Key Performance Indicators, 2009. Mustafa I. Eid., (2011). Determinant of E-commerce Customer Satisfaction, Trust, And Loyalty In Saudi Arabia. Journal of Electronic Commerce Research, 12(1). Noor Raihan Ab. Hamid, Aw, Y., & Romiza Md Akhirf (2011). Dimensions of E-CRM. An empirical Study on hotel’s web site. Journal of Southeast Asian Research, 2011. Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: The McGraw-Hill Companies Inc. Park, C. and Y. Kim, (2003). Identifying Key Factors Affecting Consumer Purchase Behavior in an Online Shopping Context, International Journal of Retail & Distribution Management, 31(1), 16-29. Reichheld, F. (1995). Renaissance of Marketing, 2(4), 10-21. Srinivansan, S. S., R. E. Anderson, and K. Pannavolu, (2002). Customer Loyalty in Ecommerce: an Exploration of its Antecedents and Consequences, Journal of Retailing, 78(1), 41-50. Tourism Malaysia (2011). Research Facts & Figure. http;//corporate tourism.gov.my. Capaian pada 27 June 2013. Tourism Malaysia (2013). Research Facts & Figure. http;//corporate tourism.gov.my. Capaian pada 274 June 2013. Turban, E., King, D. (2003), Introduction to E-commerce, Prentice Hall, Upper Saddle River, NJ. Warrington, T., N. Abgrab, and H. Caldwell, (2000). Building Trust to Develop Competitive Advantage in E-business Relationships, Competitiveness Review, 10(2), 160-168. Zins, A., (2001). Relative Attitudes and Commitment in Customer Loyalty Models: Some Experience in the Commercial Airline Industry, International Journal of Service Industry Management, 12(3), 269-294. |
| originalfilename | 5960-01-FH02-FSSG-15-02855.pdf |
| person | Mahadzirah Mohamad A.H. MutiaSobihah NorAzman Mat Ali Salim and Wan Zulqurnain Wan Ismail |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15218 |
| spelling | 15218 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15218 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection407072 Restricted Document Article Journal application/pdf Adobe Acrobat Pro DC 20 Paper Capture Plug-in with ClearScan 8 1.6 International Business Management Mahadzirah Mohamad A.H. MutiaSobihah NorAzman Mat Ali Salim and Wan Zulqurnain Wan Ismail 2024-08-30 11:09:00 International Business Management 5960-01-FH02-FSSG-15-02855.pdf UniSZA Private Access Relationship between E-commerce Service Quality, Satisfaction, Trust and Customer Loyalty in the Hotel in the East Coast of Peninsular Malaysia International Business Management E-commerce system websites have helped to expand the business into the international sphere. Manage satisfaction, trust, and customer loyalty to the use of E-commerce services in the long term in view very important for business development. Lack of studies on the quality of service of E-commerce in the hotel industry in Malaysia in general and on the East Coast of Peninsular Malaysia in particular has prompted this study to be done. The main objective of this study was to identify and measure the perception of foreign tourists to the service factors of E-commerce website that influence satisfaction, trust and loyalty. Based on previous studies, a conceptual framework of this study were established, the relationship between E-commerce service quality, satisfaction, trust, and customer loyalty in the hotel industry in the East Coast of Peninsular Malaysia. Tourism sector is the second largest foreign exchange earner after manufactured goods and the seventh largest contributor to the Malaysian economy, with a Gross National Income (GNI) of RM47.2 billion in year 2013. The hotel industry is one of the tourism sectors. The hotel industries have international dimensions and have the use of the highest sites. Tourism and hotel industry especially has proven to be a catalyst for development and these dynamics have turned the industry into a key-driver for economic growth. 9 4 405-411 Alam, S. S. and N. M. Yasin, (2009). An Investigation into the Antecedents of Customer Satisfaction of Online Shopping, The Australian & New Zealand Marketing Academy (ANZMAC) Conference, Melbourne, Australia 30 November – 2 December 2009, Paper number 79. Anderson J. C. and D. W. Gerbing (1998). Structural Equation Modelling in Practice: a Recommend Two-Step Approach. Psychol Bul, 103(3), 411-23. Anderson, F. And D. Lehmann, (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden, Journal of Marketing, 58(3), 53-66. Anderson J. C. and S. S. Srinivasan (2000). E-satisfaction and E-loyalty: a Contigency Framework. Psychology & Marketing, 20(2), 123-138. Chaudhuri, A. & M. Holbrook (2001). The chain of Effects from Brand Trust and Brand Affect to Brand Performane: The Role of Brand Loyalty. Journal of Marketing, 65(2), 81-93. Churchill, G. A., Jr. (1979). A Paradigm for Developing Better Measures of Marketing Construct. Journal of Market Research, 46(1), 64-73. Coulter, K. and R. Coulter, (2002). Determinants of Trust in a Service Provider: the Moderating Role of Length of Relationship, Journal of Services Marketing, 16(1), 35- 50. Cyr, D. (2008). Modeling Website Design Across Cultures: Relationships to Trust, Satisfaction and E-loyalty, Journal of Management Information Systems, 24(4), 47-72. Dong-Her, S., C. Hsiu-Sen, C. Chun-Yuan, and B. Lin, (2004). Internet Security: Malicious Emails Detection and Protection, Industrial management & Data Systems, 104(7), 613- 23. Fisher, A., (2001). Winning the Battle for Customers, Journal of Financial Services Marketing, 6(2), 77-83. Flavia’n, C. dan M. Guinaly’U, (2006). Consumer Trust, Perceived Security and Privacy Policy: Three Basic Elements of Loyalty to a Web site, Industrial Management & Data Systems, 106(5), 601-620. Ghazali Othman. (1998). Kesilapan Bahasa Dalam Penyelidikan Pendidikan. Journal Pengurusan Dan Kepimpinan. Jilid 08, Bil. 02. Goodwin, C., (1991). Privacy: Recognition of a Consumer Right, Journal of Public policy Marketing, 10, (1), 149-166. Greyskens. i., J. Steenkamp, L. Scheer, and N. Kumar, (1996). The Effects of Trust and Interdependence on Relationship Commitment: a Trans-Atlantic Study, International Journal of Research in Marketing, 13(4), 303-317. Gummerus, J., V. Liljander, M. Pura, A. Van Riel, (2004). Customer Loyalty to Content-Based Web Sites: The Case of an Online Health-care Service, Journal of Service Marketing, 18(3), 175-186. Hair, J. F. Jr., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis, (7th ed.), New Jersey. Prentice Hall International, Inc. Heiman, G. W. (1998). Understanding Research Method & Statistic. An Integrated Introduction for Psychology. Houghton Mifflin Company, New York. Huffmire, D. (2001). Improving Customer Satisfaction, Loyalty, and Profit : an intergrated Measurement and Management System. Internet World Stats (2013). Pengguna Internet di Malaysia. http://www.internet worldstats.com. Capaian pada 18 Mei 2013. Kassim, N. M. And S. Ismail (2009). Investigation the Complex Drivers of Loyalty in Ecommerce Settings. Measuring Business Excellence, 13(1), 56-71. Kim, D. J., L. F. Donald, and H. Raghav Rao. (2009). Trust and Satisfaction, Two Stepping Stones for Success E-commerce Relationship: A Longitudinal Exploration. Information System Research, 20(2), 237-257. Kolsaker, A. and C. Payne, (2002). Engendering trust in E-commerce: a study of Gender-Based Concerns, Marketing Intelligence & Planning, 20(4), 206-214. Krecjie, R., dan Morgan, D (1970). Determining sample size for research activities. Dalam Educational and psychological Measurement, 30, 607-610. Kuenzel, S. and Katsaris, N. (2009).A Critical Analysis of Service Recovery Processes in the Hotel Industry, TMC Academic Journal, 4(1), 14-24. Kim, D. J., L. F. Donald, and H. Raghav Rao, (2009). Trust and Satisfaction, Two Stepping Stones for Successful E-commerce Relationships: A Longitudinal Exploration, Information Systems Research, 20(2), 237-257. Laudon & Traver (2012).E Commerce 2012 Coursemart. (New Jersey). Prentice Hall. Lee, g. and H. Lin, (2005). Customer Perceptions of E-service Quality in Online Shopping, International Journal of Retail and Distribution Management, 33(2), 161-176. Malaysia Crunch (2013). Malaysia E-commerce Statistic. http://www.malaysia crunch.com/2012/3. Capaian pada 18 Mei 2013. McKnight, D., V. Choudhury, and C. Kacmar, (2002). Developing and Validating Trust Measures for E-commerce: An Integrative Typology, Information Systems Research, 13 (3), 334-359. Ministry of Tourism (2008). Malaysia Tourism Key Performance Indicators, 2008. Ministry of Tourism (2009). Malaysia Tourism Key Performance Indicators, 2009. Mustafa I. Eid., (2011). Determinant of E-commerce Customer Satisfaction, Trust, And Loyalty In Saudi Arabia. Journal of Electronic Commerce Research, 12(1). Noor Raihan Ab. Hamid, Aw, Y., & Romiza Md Akhirf (2011). Dimensions of E-CRM. An empirical Study on hotel’s web site. Journal of Southeast Asian Research, 2011. Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: The McGraw-Hill Companies Inc. Park, C. and Y. Kim, (2003). Identifying Key Factors Affecting Consumer Purchase Behavior in an Online Shopping Context, International Journal of Retail & Distribution Management, 31(1), 16-29. Reichheld, F. (1995). Renaissance of Marketing, 2(4), 10-21. Srinivansan, S. S., R. E. Anderson, and K. Pannavolu, (2002). Customer Loyalty in Ecommerce: an Exploration of its Antecedents and Consequences, Journal of Retailing, 78(1), 41-50. Tourism Malaysia (2011). Research Facts & Figure. http;//corporate tourism.gov.my. Capaian pada 27 June 2013. Tourism Malaysia (2013). Research Facts & Figure. http;//corporate tourism.gov.my. Capaian pada 274 June 2013. Turban, E., King, D. (2003), Introduction to E-commerce, Prentice Hall, Upper Saddle River, NJ. Warrington, T., N. Abgrab, and H. Caldwell, (2000). Building Trust to Develop Competitive Advantage in E-business Relationships, Competitiveness Review, 10(2), 160-168. Zins, A., (2001). Relative Attitudes and Commitment in Customer Loyalty Models: Some Experience in the Commercial Airline Industry, International Journal of Service Industry Management, 12(3), 269-294. |
| spellingShingle | Relationship between E-commerce Service Quality, Satisfaction, Trust and Customer Loyalty in the Hotel in the East Coast of Peninsular Malaysia |
| subject | International Business Management |
| summary | E-commerce system websites have helped to expand the business into the international sphere. Manage satisfaction, trust, and customer loyalty to the use of E-commerce services in the long term in view very important for business development. Lack of studies on the quality of service of E-commerce in the hotel industry in Malaysia in general and on the East Coast of Peninsular Malaysia in particular has prompted this study to be done. The main objective of this study was to identify and measure the perception of foreign tourists to the service factors of E-commerce website that influence satisfaction, trust and loyalty. Based on previous studies, a conceptual framework of this study were established, the relationship between E-commerce service quality, satisfaction, trust, and customer loyalty in the hotel industry in the East Coast of Peninsular Malaysia. Tourism sector is the second largest foreign exchange earner after manufactured goods and the seventh largest contributor to the Malaysian economy, with a Gross National Income (GNI) of RM47.2 billion in year 2013. The hotel industry is one of the tourism sectors. The hotel industries have international dimensions and have the use of the highest sites. Tourism and hotel industry especially has proven to be a catalyst for development and these dynamics have turned the industry into a key-driver for economic growth. |
| title | Relationship between E-commerce Service Quality, Satisfaction, Trust and Customer Loyalty in the Hotel in the East Coast of Peninsular Malaysia |
| title_full | Relationship between E-commerce Service Quality, Satisfaction, Trust and Customer Loyalty in the Hotel in the East Coast of Peninsular Malaysia |
| title_fullStr | Relationship between E-commerce Service Quality, Satisfaction, Trust and Customer Loyalty in the Hotel in the East Coast of Peninsular Malaysia |
| title_full_unstemmed | Relationship between E-commerce Service Quality, Satisfaction, Trust and Customer Loyalty in the Hotel in the East Coast of Peninsular Malaysia |
| title_short | Relationship between E-commerce Service Quality, Satisfaction, Trust and Customer Loyalty in the Hotel in the East Coast of Peninsular Malaysia |
| title_sort | relationship between e-commerce service quality, satisfaction, trust and customer loyalty in the hotel in the east coast of peninsular malaysia |