Effect of e-Service Quality on Customer Engagement Behaviors: Insight from the hotels in Malaysia

Authors

  • Nur Amira Mohd Ridzuan Faculty of Hotel and Tourism Management, Universiti Teknologi MARA, Puncak Alam, Malaysia
  • Rasidah Hamid Faculty of Hotel and Tourism Management, Universiti Teknologi MARA, Puncak Alam, Malaysia
  • Mohd Hanafi Azman Ong Department of Statistics and Decision Sciences, Faculty of Computer and Mathematical Sciences, Universiti Teknologi MARA Cawangan Johor (Kampus, Segamat), 85000 Segamat, Johor, Malaysia
  • Ilma Indriasri Pratiwi Faculty of Social Science Education, Universitas Pendidikan Indonesia, 40154 West Java, Indonesia

DOI:

https://doi.org/10.21834/aje-bs.v7i23.410

Keywords:

website, e-Service Quality, Customer Engagement, Hotel Industry, Website

Abstract

The reopening process has begun Covid-19, especially in the hotel operation. Therefore, the hotel industry must understand the need to influence customers' choices through advanced of information technology (IT). This study is intended to explore the effect of t e-service quality on customer engagement behaviors in Malaysian hotels. This study was analyzed via PLS-SEM with 247 respondents. The findings indicate that system availability significantly influences customer engagement behaviors, followed by efficiency, system availability, privacy/security, and fulfillment. Based on what this study found, Malaysian hotel service providers will be able to improve the quality of their e-services to get customers more involved.

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Published

2022-12-30

How to Cite

[1]
Mohd Ridzuan, N.A. et al. 2022. Effect of e-Service Quality on Customer Engagement Behaviors: Insight from the hotels in Malaysia. Asian Journal of Environment-Behaviour Studies. 7, 23 (Dec. 2022), 1–14. DOI:https://doi.org/10.21834/aje-bs.v7i23.410.

Issue

Vol. 7 No. 23 (2022): Sep / Dec

Section

Articles

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Copyright (c) 2022 Nur Amira Mohd Ridzuan, Rasidah Hamid, Mohd Hanafi Azman Ong, Ilma Indriasri Pratiwi

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