![Sample our Tourism, Hospitality and Events journals, sign in here to start your FREE access for 14 days]({"type":"image" , "src" : "/sda/5950/TOC-Subject-Sample-2021-Tourism-Hospitality-Events.jpg"})
ABSTRACT
This study attempted to identify key determinants of lodging website quality by examining their influence on customers’ perceived service quality (PSQ) of lodging websites. Based upon previous studies on website quality, this study assessed website service quality using two dimensions—functionality of website and customers’ experiential aspects—representing utilitarian and hedonic perspectives of a lodging website. Using confirmatory factor analysis, five attributes were verified: (1) ease of use, (2) accessibility, (3) privacy/security, (4) aesthetic/design and (5) customization/personalization. Results of a path analysis using structural equation modeling identified significant relationships among the five website quality attributes and customers’ PSQ. Also, the second order structural equation modeling analysis provided evidence of causal links between the two higher order constructs—functionality of website and customers’ experiential aspects—and customers’ PSQ of a lodging website. Implications and suggestions for future study were also provided.