A Study of E-Loyalty on Virtual Hotels Operator (VHO)

DOI

10.2991/aebmr.k.210831.063How to use a DOI?

Keywords

e-Loyalty, e-Satisfaction, e-Service Quality

Abstract

The hospitality industry in the era of technological development is now fallen, where access to information to get things related to hospitality is very easily obtained by users through smartphones commonly known as Virtual Hotel Operators (VHO). Thus, users can easily know the condition of the hotel and this makes hotel users more selective in choosing hotels. This study aims to find out what is felt by VHO users so that it can increase users’ loyalty. The factors used as variables are how the influence of e-service quality by using e-satisfaction as intervening variable can provide positive value. The questionnaire data involved 100 respondents in Serang City, Banten Province, Indonesia. Being analyzed by Smart PLS software, the results of the study revealed that the relationship between service quality and e-loyalty was positively insignificant. However, when electronic satisfaction was used as intervening variable, the relationship between e- service quality and e-loyalty became positively significant.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Agus Alwindrajudi
AU  - Ratih Hurriyati
AU  - Puspo Dewi Dirgantari
PY  - 2021
DA  - 2021/09/02
TI  - A Study of E-Loyalty on Virtual Hotels Operator (VHO)
BT  - Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020)
PB  - Atlantis Press
SP  - 325
EP  - 327
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.210831.063
DO  - 10.2991/aebmr.k.210831.063
ID  - Alwindrajudi2021
ER  -