IDEAS home Printed from https://ideas.repec.org/a/ibn/ibrjnl/v14y2021i6p133.html

The Effect of E-Servicescape, Website Trust and Perceived Value on Consumer Online Booking Intentions: The Moderating Role of Online Booking Experience

Author

Listed:
  • Sally Mohamed Amer

Abstract

Nowadays, there has been a rapid growth in the number of online users, which only indicates that technology is becoming even more popular. Therefore, maintaining an effective website has become essential for businesses to gain a competitive advantage. Nevertheless, the understanding of e-servicescape attributes remains unclear, especially in the tourism and hospitality sector. Therefore, this study aims to explore how the e-servicescape of a third-party website affects consumers’ behavior by developing a research model. A structural equation model was utilized to test the conceptual model. The findings suggest that both aesthetic appeal and layout & functionality can affect website trust and perceived value. Financial security affects perceived value but does not affect website trust. Both website trust and perceived value can affect online booking intentions. Furthermore, high-experienced consumers tend to have higher website trust and perceived value than less-experienced ones. Our findings provide managers with new guidance on designing and developing effective third-party websites.

Suggested Citation

  • Sally Mohamed Amer, 2021. "The Effect of E-Servicescape, Website Trust and Perceived Value on Consumer Online Booking Intentions: The Moderating Role of Online Booking Experience," International Business Research, Canadian Center of Science and Education, vol. 14(6), pages 133-133, June.
    • Handle: RePEc:ibn:ibrjnl:v:14:y:2021:i:6:p:133
    as

    Download full text from publisher

    File URL: http://www.ccsenet.org/journal/index.php/ibr/article/download/0/0/45372/48163
    Download Restriction: no
    File URL: http://www.ccsenet.org/journal/index.php/ibr/article/view/0/45372
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Dan Huang & Zhiyong Li & Jian Mou & Xinyi Liu, 2017. "Effects of flow on young Chinese consumers’ purchase intention: a study of e-servicescape in hotel booking context," Information Technology & Tourism, Springer, vol. 17(2), pages 203-228, June.
    2. Simon Lee, 2021. "Reviewer acknowledgements for Business and Management Research, Vol. 10, No. 1," Business and Management Research, Business and Management Research, Sciedu Press, vol. 10(1), pages 1-62, March.
    3. Meng Tao & Muhammad Zahid Nawaz & Shahid Nawaz & Asad Hassan Butt & Hassan Ahmad, 2018. "Users’ acceptance of innovative mobile hotel booking trends: UK vs. PRC," Information Technology & Tourism, Springer, vol. 20(1), pages 9-36, December.
    4. Dan Huang & Zhiyong Li & Jian Mou & Xinyi Liu, 0. "Effects of flow on young Chinese consumers’ purchase intention: a study of e-servicescape in hotel booking context," Information Technology & Tourism, Springer, vol. 0, pages 1-26.
    5. Garima Malik & A. Sajeevan Rao, 2019. "Extended expectation-confirmation model to predict continued usage of ODR/ride hailing apps: role of perceived value and self-efficacy," Information Technology & Tourism, Springer, vol. 21(4), pages 461-482, December.
    6. Stephen Lee, 2021. "Reviewer Acknowledgements for International Journal of Business and Management, Vol. 15 No. 6," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(6), pages 227-227, July.
    7. Rohit Yadav & Tripti Mahara, 2020. "Exploring the Role of E-Servicescape Dimensions on Customer Online Shopping: A Stimulus-Organism-Response Paradigm," Journal of Electronic Commerce in Organizations (JECO), IGI Global Scientific Publishing, vol. 18(3), pages 53-73, July.
    8. Wann-Yih Wu & Quyen Phu Thi Phan & Adriana A. Amaya Rivas, 2018. "Correction to: How e-servicescapes affect customer online shopping intention: the moderating effects of gender and online purchasing experience," Information Systems and e-Business Management, Springer, vol. 16(2), pages 477-477, May.
    9. Gao, Guang-Xin & Bi, Jian-Wu, 2021. "Hotel booking through online travel agency: Optimal Stackelberg strategies under customer-centric payment service," Annals of Tourism Research, Elsevier, vol. 86(C).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Tran, Gina A. & Strutton, David, 2020. "Comparing email and SNS users: Investigating e-servicescape, customer reviews, trust, loyalty and E-WOM," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    2. Hyeon-Cheol Kim & Sumi Kim & Zong-Yi Zhu, 2021. "Does Foreign Language Proficiency Help to Enhance Sustainable Online Brand Community Experiences? Modeling the Predictors of Movie Information Sharing Behavior for Young Chinese Students Staying in Korea," Sustainability, MDPI, vol. 13(11), pages 1-12, May.
    3. Yunkyung Jeon & Daehwan Kim & Seungjin Han & Yihan Huang & Jinjae Kim, 2021. "How Does Service Environment Enhance Consumer Loyalty in the Sport Fitness Industry? The Role of Servicescape, Cosumption Motivation, Emotional and Flow Experiences," Sustainability, MDPI, vol. 13(11), pages 1-16, June.
    4. Corina Aurora Marin (Barbu) & Elenа Condreа, 2020. "Choosing the Hotel According to the Quality Presented by Influencers on Social Networks," Book chapters-LUMEN Proceedings, in: Marcin Waldemar STANIEWSKI & Valentina VASILE & Adriana Grigorescu (ed.), International Conference Innovative Business Management & Global Entrepreneurship (IBMAGE 2020), edition 1, volume 14, chapter 51, pages 701-714, Editura Lumen.
    5. Chau Thi Minh Pham & Anh Thi Minh Bui & Tuan Van Pham, 2025. "Investigating the factors affecting online hotel reservations: An analysis of Vietnamese adolescents," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 15(6), pages 132-145.
    6. Xinxiang Zhang, 2020. "Ongoing Trust and Tourism O2O Platform Continuance: A Two-Trustee Involved Model With Moderating Variable," SAGE Open, , vol. 10(2), pages 21582440209, May.
    7. Mohammadbashir Sedighi & Hamideh Parsaeiyan & Yashar Araghi, 2021. "An Empirical Study of Intention to Continue Using of Digital Ride-hailing Platforms," The Review of Socionetwork Strategies, Springer, vol. 15(2), pages 489-515, November.
    8. Zhani, Najlae & Mouri, Nacef & Ahmed, Tariq, 2022. "The role of mobile value and trust as drivers of purchase intentions in m-servicescape," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    9. Gao, Guang-Xin & Bi, Jian-Wu, 2024. "Online travel agency or blockchain-based platform?," Annals of Tourism Research, Elsevier, vol. 109(C).
    10. Naseer Abbas Khan & Robin Maialeh & Maria Akhtar & Muhammad Ramzan, 2024. "The Role of AI Self-Efficacy in Religious Contexts in Public Sector: The Social Cognitive Theory Perspective," Public Organization Review, Springer, vol. 24(3), pages 1015-1036, September.
    11. Geronimo T. Gavilan, 2023. "Home Baking Industry: Basis For Micro-Entrepreneurial Study," Malaysian E Commerce Journal (MECJ), Zibeline International Publishing, vol. 8(2), pages 88-94, January.
    12. Ke Lu & Chunmei Shi, 2025. "Why do travelers discontinue using integrated ride-hailing platforms? The role of perceived value and perceived risk," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-19, December.
    13. Elnadi, Moustafa & Troise, Ciro & Jones, Paul & Gheith, Mohamed Hani, 2024. "Exploring post-usage behaviour in app-based ride-sourcing services: Evidence from Egypt," Technological Forecasting and Social Change, Elsevier, vol. 207(C).
    14. Andreas Strebinger & Horst Treiblmaier, 2022. "Profiling early adopters of blockchain-based hotel booking applications: demographic, psychographic, and service-related factors," Information Technology & Tourism, Springer, vol. 24(1), pages 1-30, March.
    15. Liu, Zhenkun & De Bock, Koen W. & Zhang, Lifang, 2025. "Explainable profit-driven hotel booking cancellation prediction based on heterogeneous stacking-based ensemble classification," European Journal of Operational Research, Elsevier, vol. 321(1), pages 284-301.
    16. Seojin Lee & Woojin Lee & Christine A. Vogt & Ying Zhang, 2021. "A comparative analysis of factors influencing millennial travellers’ intentions to use ride-hailing," Information Technology & Tourism, Springer, vol. 23(2), pages 133-157, June.
    17. Merkert, Rico & Hakim, Md Mahbubul, 2022. "Travel agency transaction costs in airline value chains – A risk in distribution channels in South Asia?," Annals of Tourism Research, Elsevier, vol. 95(C).
    18. Herrador-Alcaide, Teresa & Topa, Gabriela & Fernández-Muñoz, Juan José, 2024. "CSR of stock markets companies and customers purchase intentions: An empirical analysis in Spain," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    19. Feng, Nan & Xu, Nan & Feng, Haiyang & Li, Minqiang, 2022. "Turn on instant booking or not? Decisions of rival hosts," Annals of Tourism Research, Elsevier, vol. 96(C).
    20. Yanhui Mao & Yao Lai & Yuwei Luo & Shan Liu & Yixin Du & Jing Zhou & Jianhong Ma & Flavia Bonaiuto & Marino Bonaiuto, 2020. "Apple or Huawei: Understanding Flow, Brand Image, Brand Identity, Brand Personality and Purchase Intention of Smartphone," Sustainability, MDPI, vol. 12(8), pages 1-22, April.

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ibn:ibrjnl:v:14:y:2021:i:6:p:133. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Canadian Center of Science and Education (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.