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Please use this identifier to cite or link to this item: https://digital.lib.ueh.edu.vn/handle/UEH/55294
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dc.contributor.authorLe Van Huy-
dc.contributor.otherNguyen Thi Hoai An-
dc.date.accessioned2017-09-14T11:02:28Z-
dc.date.available2017-09-14T11:02:28Z-
dc.date.issued2013-
dc.identifier.issn1859 -1124-
dc.identifier.urihttp://digital.lib.ueh.edu.vn/handle/UEH/55294-
dc.identifier.urihttp://jabes.ueh.edu.vn/Home/SearchArticle?article_Id=90364649-88bc-4f53-af9a-99ac05de4225-
dc.description.abstractE-commerce has become a familiar and indispensable part in a developing society, contributing substantially to changes in the customer behaviors and demand. In order to meet customer needs, tourism companies in general and enterprises of the hospitality industry in particular must establish their own websites at the service of their business and competition. In this paper, through aggregation of existing theories in the world and quantitative research, the authors conduct an empirical research for the case of four- and five-starred hotels in H?i An City and identify seven factors that affect the satisfaction of online customers (or e-satisfaction): (1) website design, (2) website information, (3) website security, (4) trust, (5) transaction convenience, (6) customer services, and (7) hotel services information. Those results allow authors to offer some suggestions for hospitality enterprises to enhance their customer satisfaction.\r\n-
dc.formatPortable Document Format (PDF)-
dc.publisherTrường Đại học Kinh tế Tp. Hồ Chí Minh-
dc.relation.ispartofJournal of Economic Development-
dc.relation.ispartofseriesJED, No. 218-
dc.subjectWebsite quality-
dc.subjectOnline customers-
dc.subjectE-satisfaction-
dc.titleThe relationship between website quality and e-satisfaction: a case study of four- and five-starred hotels in Hội An City of Quảng Nam province-
dc.typeJournal Article-
dc.relation.referenceAladwani, A. & P. Palvia (2002), “Developing and Validating an Instrument for Measuring User-Perceived Web Quality”, Information & Management, Vol.39, pp.467-476.-
dc.relation.referenceCarlson J., S. Sinnapan & R. Voola (2003), “Application of the Webqual™ Instrument to Three Australian B2C Websites: An Exploratory Investigation”, Australia and New Zealand Marketing Academy Conference (ANZMAC), University of Adelaide.-
dc.relation.referenceChaiprasit, K. et al. (2011), “Tourist Expectations toward Travel and Tourism Websites in Thailand”, International Business & Economics Research Journal, Vol.10(3), pp.41-49.-
dc.relation.referenceHernon P. & J.R. Whitwan (2001), Delivering Satisfaction and Service Quality: A Customer-Based Approach for Libraries, pp.31-39, American Library Association.-
dc.relation.referenceJeong, M. & C. Lambert (2001), “Adaptation of an Information Quality Framework to Measure Customers’ Behavioral Intentions to Use Lodging Web Sites”, International Journal of Hospitality Management, Vol.20(2), pp.129-146.-
dc.relation.referenceKim, H. (2005), “Developing an Index of Online Customer Satisfaction”, Journal of Financial Services Marketing, Vol.10(1), pp.49-64.-
dc.relation.referenceKotler, P. (1994), Marketing Management: Analysis, Planning, Implementation, and Control, 8th Ed., NJ: Prentice-Hall.-
dc.relation.referenceLê Văn Huy & Nguyễn Duy Quang (2012), “Các nhân tố tác động đến sự hài lòng của khách du lịch quốc tế đối với khách sạn 4-5 sao - Nghiên cứu thực tiễn tại Green Plaza - Đà Nẵng”, Phát triển Kinh tế, Vol.258, pp.52-63.-
dc.relation.referenceMohamed, I. & I. Moradi (2011), “A Model of E-Tourism Satisfaction Factors for Foreign Toursits”, Australian Journal of Basic and Applied Science, Vol.5(12), pp.877-883.-
dc.relation.referenceNusair, K. & J. Kandampully (2007), “The Antecedents of Customer Satisfaction with Online Travel Services: A Conceptual Model’’, European Business Review, Vol.20(1), pp.4-19.-
dc.relation.referenceOliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, New York: The McGraw-Hill Companies, Inc.-
dc.relation.referencePhuong, D.V. & M.H. Hsiao (2010), “Evaluating Tourists’ Satisfaction on E-Tourism in Vietnam”, Master Thesis of Shu-te University, College of Informatics.-
dc.relation.referenceSchaupp, L.C. & F. Bélanger (2005), “A Conjoint Analysis of Online Consumer Satisfaction”, Journal of Electronic Commerce Research, Vol.6(2).-
dc.relation.referenceVietnam’s Ministry of Commerce (2010), Báo Cáo Thương Mại Điện Tử Việt Nam (Vietnam’s e-commerce Report)-
dc.relation.referenceYang, H. (2008), “Assessing the Effects of E-Quality and E-Satisfaction on Website Loyalty”, Proceedings of the 7th WSEAS International Conference on Applied Computer & Applied Computational Science (ACACOS'08) in Hangzhou, China, pp.69-74.-
dc.relation.referenceZhong, L.W. & J.A. Ying (2008), “The Impact of Website and Offline Quality on Relationship Quality: An Empirical Study on E-Retailing”, retrieved on Sep.2, 2009 from IEEE Xplore.Aladwani, A. & P. Palvia (2002), “Developing and Validating an Instrument for Measuring User-Perceived Web Quality”, Information & Management, Vol.39, pp.467-476.-
dc.relation.referenceCarlson J., S. Sinnapan & R. Voola (2003), “Application of the Webqual™ Instrument to Three Australian B2C Websites: An Exploratory Investigation”, Australia and New Zealand Marketing Academy Conference (ANZMAC), University of Adelaide.-
dc.relation.referenceChaiprasit, K. et al. (2011), “Tourist Expectations toward Travel and Tourism Websites in Thailand”, International Business & Economics Research Journal, Vol.10(3), pp.41-49.-
dc.relation.referenceHernon P. & J.R. Whitwan (2001), Delivering Satisfaction and Service Quality: A Customer-Based Approach for Libraries, pp.31-39, American Library Association.-
dc.relation.referenceJeong, M. & C. Lambert (2001), “Adaptation of an Information Quality Framework to Measure Customers’ Behavioral Intentions to Use Lodging Web Sites”, International Journal of Hospitality Management, Vol.20(2), pp.129-146.-
dc.relation.referenceKim, H. (2005), “Developing an Index of Online Customer Satisfaction”, Journal of Financial Services Marketing, Vol.10(1), pp.49-64.-
dc.relation.referenceKotler, P. (1994), Marketing Management: Analysis, Planning, Implementation, and Control, 8th Ed., NJ: Prentice-Hall.-
dc.relation.referenceLê Văn Huy & Nguyễn Duy Quang (2012), “Các nhân tố tác động đến sự hài lòng của khách du lịch quốc tế đối với khách sạn 4-5 sao - Nghiên cứu thực tiễn tại Green Plaza - Đà Nẵng”, Phát triển Kinh tế, Vol.258, pp.52-63.-
dc.relation.referenceMohamed, I. & I. Moradi (2011), “A Model of E-Tourism Satisfaction Factors for Foreign Toursits”, Australian Journal of Basic and Applied Science, Vol.5(12), pp.877-883.-
dc.relation.referenceNusair, K. & J. Kandampully (2007), “The Antecedents of Customer Satisfaction with Online Travel Services: A Conceptual Model’’, European Business Review, Vol.20(1), pp.4-19.-
dc.relation.referenceOliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, New York: The McGraw-Hill Companies, Inc.-
dc.relation.referencePhuong, D.V. & M.H. Hsiao (2010), “Evaluating Tourists’ Satisfaction on E-Tourism in Vietnam”, Master Thesis of Shu-te University, College of Informatics.-
dc.relation.referenceSchaupp, L.C. & F. Bélanger (2005), “A Conjoint Analysis of Online Consumer Satisfaction”, Journal of Electronic Commerce Research, Vol.6(2).-
dc.relation.referenceVietnam’s Ministry of Commerce (2010), Báo Cáo Thương Mại Điện Tử Việt Nam (Vietnam’s e-commerce Report)-
dc.relation.referenceYang, H. (2008), “Assessing the Effects of E-Quality and E-Satisfaction on Website Loyalty”, Proceedings of the 7th WSEAS International Conference on Applied Computer & Applied Computational Science (ACACOS'08) in Hangzhou, China, pp.69-74.-
dc.relation.referenceZhong, L.W. & J.A. Ying (2008), “The Impact of Website and Offline Quality on Relationship Quality: An Empirical Study on E-Retailing”, retrieved on Sep.2, 2009 from IEEE Xplore.-
dc.identifier.doihttp://doi.org/10.24311/jed/2013.218.07-
dc.format.firstpage147-
dc.format.lastpage160-
item.cerifentitytypePublications-
item.fulltextOnly abstracts-
item.grantfulltextnone-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.openairetypeJournal Article-
Appears in Collections:JABES in English
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