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

Mutia Sobihah, Abd Halim and Nor Azman, Mat Ali @ Salim and Mahadzirah, Mohamad (2015) Relationship between E-commerce Service Quality, Satisfaction, Trust and Customer Loyalty in the Hotel in the East Coast of Peninsular Malaysia. International Business Management, 9 (4). pp. 405-411. ISSN 1993-5250 [P]

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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.

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