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- Title
The Effect of Website Quality on e-Trust of Customers: "The Case of ZEN Rooms".
- Authors
Hapsari Sulistyo, Lucina Iswi; Pranata, Wenly
- Abstract
The development of technology has made it easier for the traveller to book hotel rooms by the website. The number of online websites that provide services for the hospitality industry is on the rise. Previous studies have focused more on luxury hotels and there is a lack of study to show the perception of guests regarding budget hotels' websites. Therefore the objective of this study is to analyze the connection between a website quality (usability and ease of use) towards online booking with the e-Trust variable on ZEN Rooms. Data were collected through self-administered questionnaires that were distributed using social media and mobile chatting application. The collected data was analyzed with the Multiple Linear Regression method and some descriptive analysis. The findings of the research state that the ease of use variable has a significant impact on online booking intention, same as the e-Trust variable. The result also showed e-Trust could highly be explained by the ease of use of the website and also the usability of a website. Result also depicted there was no significant difference between genders in terms of e-Trust in using websites. A major contribution of this study is its implications for practitioners in the hospitality industry for developing marketing strategies.
- Subjects
INDONESIA; HOSPITALITY industry; ELECTRONIC commerce; HOTEL reservation systems; TOURISM; INTERNET marketing; CORPORATE websites; MARKETING strategy
- Publication
Pertanika Journal of Social Sciences & Humanities, 2020, Vol 28, Issue S1, p301
- ISSN
0128-7702
- Publication type
Article