A Website Quality Model Investigating the Loyalty of South African Consumers towards Travel Websites
Keywords:
Information quality, system quality, travel websites quality, loyalty
Abstract
Due to the increase in the need for travel by international visitors, it is important that organisations consider key attributes of website quality, namely information quality and system quality to encourage and enhance consumer loyalty overtime. Drawing from Delone and McLean’s theory, this research argues that information quality and system quality are antecedents of travel website quality, of which the latter is a predictor of consumer loyalty. A quantitative research approach was adopted by way of a survey methodology and data were analysed usingSmart PLS software for structural equation modelling (SEM). Based on the theoretical review, a research framework detailing the hypotheses relationships among the research constructs was developed. Based on the research findings, the results provide support for the proposed positive relationships among the research constructs.
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References
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Petter, S. & McLean, E. R. (2009). A meta-analytic assessment of the Delone and McLean IS success model: an examination of IS success at the individual level. Information & Management, 46, 159-166. Ponte, E. B., Carvajal-Trujillo, E. & Escobar-Rodriguez, T. (2015). Influence of trust and perceived value on the intention to purchase travel online: integrating the effects of assurance on trust antecedents. Tourism Management, 47, 286-302. Ringle, C., Wende, S. & Will, A. (2005). SmartPLS 2.0 (Beta). Hamburg, (www.smartpls.de). Roger-Monzo, V., Marti-Sanchez, M. & Guijarro-Garcia, M. (2015). Using online consumer loyalty to gain competitive advantage in travel agencies. Journal of Business Research, 68, 1638-1640. Roky, H. & Al Meriouh, Y. (2015). Evaluation by users of an industrial information (XPPS) based on the DeLone and McLean model for IS success. Procedia Economics & Finance, 26, 903-913. Roy, S. K. & Balaji, M. S. (2015). Measurement and validation of online financial service quality (OFSQ). Marketing Intelligence & Planning, 33(7), 1004-1026. Sampaio, S. F. M., Dong, C. & Sampaio, P. (2015). DQ2S – a framework for data quality-aware information management. Expert System with Applications, 42,8304-8326. Silva, G. M. & Goncalves, H. M. (2016). Causal recipes for customer loyalty to travel agencies: differences between online and offline customers. Journal of Business Research, 69, 5512-5518. Sowter, J., Astin, F., Dye, L., Marshall, P. & Knapp, P. (2016). Assessment of the quality and content of website health information about herbal remedies. Maturitas, 88, 16-22. STATS SA. (2015). Tourism: jobs, the economy and spending. Available Online: http://www.statssa.gov.za/?p=9264 Sourced 17/02/2017. Sun, S., Fong, D. K. C. & He, R. L. S. (2017). An updated comprehensive review of website evaluation studies in hospitality and tourism. International Journal of Contemporary Hospitality Management, 29, 355-373. Tam, C. & Oliveira, T. (2016). Understanding the impact of m-banking on individual performance. Computers in Human Behavior, 61, 233-244. Tenenhaus, M., Vinzi, V. E., Chatelin, Y. M. & Lauro, C. (2005). PLS path modelling. Computational Statistics & Data Analysis, 48(1), 159-205. Toufaily, E., Ricard, L. & Perrien, J. (2013). Customer loyalty to a commercial website: descriptive metaanalysis of the empirical literature and proposal of an integrative model. Journal of Business Research, 66, 1436-1447. Tsao, W. C., Hsieh, M. T. & Lin, T. M. Y. (2016). Intensifying online loyalty! The power of website quality and the perceived value of consumer/seller relationship. Industrial Management & Data Systems, 116(9), 1987-2010. Tseng, S. Y. & Wang, C. N. (2016). Perceived risk influence on dual-route information adoption processes on travel websites. Journal of Business Research, 67, 2289-2296. Tung, F. C. (2012). Exploring factors influencing Taiwan’s tourism website customer satisfaction and intention. The International Journal of Organisational Innovation, 5, 217-223. Wang, L., Law, R., Guillet, B. D., Hung, K. & Fong, D. K. C. (2015). Impact of hotel website quality on online ebooking intentions: e-trust as a mediator. International Journal of Hospitality Management, 47, 108115. Webster, R. & Williams, P. (2005). An evaluation of the NHS direct online health information e-mail enquiry service quality of health information on the internet. Aslib Proceedings: New Information Perspective, 57(1), 48-62. Wetzels, M., Odekerken-Schroder, G. & Van Oppen, C. (2009). Using PLS path modelling for assessing hierarchical construct models: guidelines and empirical illustration. Management Information Systems Quarterly, 33(1), 177-195. Wolï¬nbarger, M. & Gilly, M. C. (2003). ETAILQ: dimensionalizing, measuring and predicting e-tail quality. Journal of Retailing, 79(3), 183-198. Wu, J. F. & Chang, Y. P. (2016). Multichannel integration quality, online perceived value and online purchase intention: a perspective of land-based retailers. Internet Research, 26(5), 1228-1248. Xiang, Z., Magnini, V. P. & Fesenmaier, D. R. (2015). Information technology and consumer behavior in travel and tourism: insight from travel planning using the internet. Journal of Retailing & Consumer Services, 22, 244-249. Xinli, H. (2015). Effectiveness of information technology in reducing corruption in China: a validation of the DeLone and McLean information systems success model. The Electronic Library, 33(1), 52-64.
Yoo, B. & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL). Quality Journal of Electronic Commerce, 2(1), 31-47. Zhang, K., Min, Q., Zhenhua Liu, Z. & Liu, Z. (2016). Understanding microblog continuance usage intention: an integrated model. Aslib Journal of Information Management, 68(6), 772-792. Zhang, M. C. Q. & Seydel, J. (2005). B2C e-commerce web site quality: an empirical examination. Industrial Management & Data Systems, 105(5), 645-661. Zhao, X. (2016). Competition, information and quality: evidence from nursing homes. Journal of Health Economic, 49, 136-152 Zheng, Y., Zhao, K. & Stylianou, A. (2009). Information quality and system quality in online communities an empirical investigation. SICHCI 2009 Proceedings. Paper 8 http://aisel.aisnet.org/sighci2009/8.
Published
2018-05-19
How to Cite
Omoruyi, O. (2018). A Website Quality Model Investigating the Loyalty of South African Consumers towards Travel Websites. Journal of Economics and Behavioral Studies, 10(2(J), 133-144. https://doi.org/10.22610/jebs.v10i2(J).2223
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