Relationship between E-Commerce Service Quality,Satisfaction, Trust, and Customer Loyalty in the Hotel Industry in the East Coast of Peninsular Malaysia

Abd Halim, Mutia Sobihah and Mohamad, Mahadzirah and Mat Ali @ Salim, Nor Azman and Wan Ismail , Wan Zulqurnain (2014) Relationship between E-Commerce Service Quality,Satisfaction, Trust, and Customer Loyalty in the Hotel Industry in the East Coast of Peninsular Malaysia. In: International Conference on Global Trends in Academic Research (GTAR 2014), 2-3 June 2014, Bali, Indonesia.

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Abstract

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.

Item Type: Conference or Workshop Item (Paper)
Keywords: E-commerce Service Quality, Customer Loyalty and Malaysia Hotel Industry
Subjects: H Social Sciences > H Social Sciences (General)
Faculty / Institute: Faculty of Economics & Management Sciences
Depositing User: Prof. Dr. Mahadzirah Mohamad
Date Deposited: 24 Nov 2014 07:05
Last Modified: 24 Nov 2014 07:05
URI: http://erep.unisza.edu.my/id/eprint/2275

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