The effects of website quality on customer satisfaction and loyalty to online travel agencies in Vietnam

Abstract

This study aims to examine the effects of six website quality factors, including Information Quality (IQ), Security (SE), Website Functionality (WF), Customer Relationship (CR), Responsiveness and Fulfillment (PF), and Visual Appeal (VA) on Customer Satisfaction (CS) and Loyalty (LI) through the mediation of Customer Satisfaction. Quantitative approach was applied in this study. Specifically, questionnaires were sent to 300 respondents in Ho Chi Minh City, Vietnam. The findings showed that there were relationships among website quality dimensions, Customer Satisfaction and Loyalty. Particularly, direct and indirect effects of website quality factors on Customer Loyalty were found through the mediation of Customer Satisfaction. Considering the findings, recommendations were proposed to develop OTA website quality in Vietnam. To be more specific, we make some suggestions related to gaining Customer Satisfaction and long-term loyalty from website quality dimensions.

Indonesian Online Shopping Perspective: Relationship e-Satisfaction, e-Commitment, e-Wom and e-Repurchase Intention

“…Meanwhile (Fang et al, 2011) only found information quality and system quality that positively significantly affected online shopping satisfaction. Khai & Van, (2020) mention that the quality of information, security, and website functions positively affect customer satisfaction in the context of online shopping behavior. In addition, there is a positive significant influence between the quality and service of communication on shopping satisfaction in the development of the online market (Oraedu et al, 2020).…”

“…Satisfaction strongly correlates with information quality, system quality, and service quality in online shopping behavior (Fang et al, 2014). The quality of website information is the fulfillment of relevant information as expected in finding various advantages of certain products (Vasic et al, 2019), and having the ability to provide the information needed (Khai & Van, 2020). Service quality is determined by the extent to which the website provides efficient and effective facilities (Zeithaml et al, 2002).…”

“…Consumer satisfaction is achieved after comparing product performance with what is expected (Mbango, 2018). Satisfaction includes a website (Laureti et al, 2018), information quality (Khai & Van, 2020), system quality, and service quality (Fang et al, 2011).…”

What Influences Online Transportation Customers to Be Satisfied in the New Normal?

“…According to (Khai & Van, 2020), a website is not simply an information system but also a marketing channel. (Hendradi et al, 2017) that customers expect a website with high exceptional will boost user satisfaction for Gojek online transportation.…”

Analisis Pengaruh Website Quality terhadap Kepuasan Pengguna dengan Menggunakan Metode WebQual 4.0

“…Hal ini dapat diartikan bahwa semakin baiknya information quality maka semakin tinggi kepuasan pengguna karena para user pengguna Traveloka menilai pihak Traveloka telah memberikan informasi yang akurat, format, relevan dan update sesuai dengan yang diinginkan oleh user sebagai penggunanya. Temuan ini diperkuat oleh (Khai, 2018) menjelaskan bahwa kualitas informasi sebuah website tidak hanya memberikan rasa puas kepada pengguna, tetapi juga memberikan keloyalan pengguna terhadap situs yang diakses. Semakin baik kualitas informasi yang dimiliki oleh sebuah website semakin tinggi tingkat kepuasan yang dirasakan oleh pengguna website tersebut.…”