TY - JOUR
T1 - Converting hotels website visitors into buyers
T2 - How online hotel web assurance seals services decrease consumers’ concerns and increase online booking intentions
AU - Agag, Gomaa M.
AU - Khashan, Mohamed A.
AU - Colmekcioglu, Nazan
AU - Almamy, Ahmed
AU - Alharbi, Nawaf S.
AU - Eid, Riyad
AU - Shabbir, Haseeb
AU - Abdelmoety, Ziad Hassan Saeed
N1 - Publisher Copyright:
© 2019, Emerald Publishing Limited.
PY - 2020/1/14
Y1 - 2020/1/14
N2 - Purpose: Despite the increasing utilization of webpages for the purposes of information seeking, customers’ concerns have become a crucial impediment for online shopping. The purpose of this paper is to examine the influence of the effectiveness of web assurance seals services (WASS) and customers’ concerns on customer’s willingness to book hotels through perceived website trust and perceived value. Design/methodology/approach: A questionnaire was administrated to measure the study variables. Using partial least squares–structural equation modeling approach to analyze the data collected from 860 users of online hotel websites. Findings: The results indicate that WASS influence positively on perceived website trust and negatively on consumers’ concerns. As well as, perceived value and trust play a mediating role in the link between WASS and consumers’ concerns and their intentions. Finally, perceived website trust and perceived value have greater effect on intention to book hotel for low-habit consumers. Research limitations/implications: This study ignored the cross-culture issue as it concentrates on the customers from developing countries, so further research may need to compare between two or more than two samples from different societies that could give a significant insights. Second, this study stresses on the WASS to predict customers booking intentions that indicates significant results, so further research may need to examine the role of online reviews as a predictor of customers purchase decision as well. Originality/value: To the authors’ best knowledge, this is the first empirical research that investigates and examines the influence of the effectiveness of WASS and consumers’ concerns on consumers’ intentions through perceived value and trust. This research also investigates the moderating role of habit in the link between perceived website, perceived value and consumers’ intentions.
AB - Purpose: Despite the increasing utilization of webpages for the purposes of information seeking, customers’ concerns have become a crucial impediment for online shopping. The purpose of this paper is to examine the influence of the effectiveness of web assurance seals services (WASS) and customers’ concerns on customer’s willingness to book hotels through perceived website trust and perceived value. Design/methodology/approach: A questionnaire was administrated to measure the study variables. Using partial least squares–structural equation modeling approach to analyze the data collected from 860 users of online hotel websites. Findings: The results indicate that WASS influence positively on perceived website trust and negatively on consumers’ concerns. As well as, perceived value and trust play a mediating role in the link between WASS and consumers’ concerns and their intentions. Finally, perceived website trust and perceived value have greater effect on intention to book hotel for low-habit consumers. Research limitations/implications: This study ignored the cross-culture issue as it concentrates on the customers from developing countries, so further research may need to compare between two or more than two samples from different societies that could give a significant insights. Second, this study stresses on the WASS to predict customers booking intentions that indicates significant results, so further research may need to examine the role of online reviews as a predictor of customers purchase decision as well. Originality/value: To the authors’ best knowledge, this is the first empirical research that investigates and examines the influence of the effectiveness of WASS and consumers’ concerns on consumers’ intentions through perceived value and trust. This research also investigates the moderating role of habit in the link between perceived website, perceived value and consumers’ intentions.
KW - Hypothesis testing
KW - Technology adoption
KW - Tourism
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UR - http://www.scopus.com/inward/citedby.url?scp=85065777086&partnerID=8YFLogxK
U2 - 10.1108/ITP-12-2017-0446
DO - 10.1108/ITP-12-2017-0446
M3 - Article
AN - SCOPUS:85065777086
SN - 0959-3845
VL - 33
SP - 129
EP - 159
JO - Information Technology and People
JF - Information Technology and People
IS - 1
ER -