초록 열기/닫기 버튼
In this work, we derive the components of e-service quality of hotel mobile websites through a prior study to establish the concept of variables and provide a rationale. The components of e-service quality are service quality, information quality, and system quality. The empirical study consisted of two things. First, the impact of e-service quality, which customers consider important, on Customer satisfaction and visit intention was demonstrated and presented with implications. Second, through the analysis of the regulation effects of the brand image, we tried to derive differentiable implications that enhance customer satisfaction and visit intention. The data were collected from 201 consumers who visited the hotels in Seoul. Exploratory and confirmatory factor analysis and Regression Analysis with SPSS were used to analyse this data. Service quality, information quality, and system quality have been shown to affect customer satisfaction and brand image. In the case of visit intentions, there is an impact on service quality and information quality.
키워드열기/닫기 버튼
Hotel, Mobile Website, e-Service Quality, Satisfaction. Visit Intention, Brand Image
