Exploring the influence of e-Service Quality toward Customer Engagement Behavior via PLS-SEM: Findings from a hotel's customer perspective

Nur Amira Mohd Ridzuan; Rasidah Hamid; Mohd Hanafi  Azman Ong; Ilma Andriasri  Pratiwi

doi:10.21834/ebpj.v7i21.3748

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 Andriasri Pratiwi Faculty of Social Science Education, Universitas Pendidikan Indonesia, 40154 West Java, Indonesia.

DOI:

https://doi.org/10.21834/ebpj.v7i21.3748

Keywords:

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

Abstract

Covid-19 has a significant impact on the hotel's operations. The reopening process has begun, especially on the hotel website. Therefore, the hotel industry must understand the need to influence customers' choices through advanced I.T. This study is intended to explore the effect of t e-service quality on customer engagement behaviors via the SEM method with the PLS estimation technique with 247 respondents. The findings indicate that system availability is the most significant influence influencing customer engagement behaviors, followed by system efficiency, system privacy/security, and system fulfillment. This finding will help the hotel's manager boost customer engagement.

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