Hotel Website Quality Perceived Values and Behavioral Loyalty among Baby Boomers: A Conceptual Paper
Journal Title: International Journal of Academic Research in Business and Social Sciences - Year 2018, Vol 8, Issue 15
Abstract
Majority of the customers need to look over the information and make purchases using the hotel websites other online travel agencies. It is crucial for hotels to understand the factors that influence customers to use and make bookings from their websites and consequently turn them into loyal customers. This study focuses on five dimensions of perceived values of the hotel website towards behavioural loyalty among baby boomers due to a common stereotype that they have technologies anxiousness to adopt new technologies. There were studies that suggests baby boomers are just as obsessed as Millennials with their smartphones and spend their time with the smartphone at home to connect with friends and family members and also to search for any information. They are still being considered as one of the most profitable market segments in the industry thus the main aim of this study is to empirically investigate the effectiveness hotel website quality on customer’s behavioural loyalty among baby boomers as well as to assess their level of behavioural loyalty. A quantitative approach will be used to collect the data for the study. It is believed that this study will be able to fill the gap in the literature by focusing on the extent of importance given by the hotel towards the website quality and its effect on baby boomers’ behavioral loyalty. This study results will provide insights and response for website developers and hotel managers on how to build high customer loyalty to book the hotels’ rooms by enhancing website quality.
Authors and Affiliations
Nur Syahira Bibit, Muhammad Izzat Zulkifly, Mohd Noor Ismawi Ismail, Mohd Hafiz Mohd Hanafiah
Keywords
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- EP ID EP598297
- DOI 10.6007/IJARBSS/v8-i15/5103
- Views 70
- Downloads 0
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