期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2018
卷号：8
期号：15
页码：233-249
DOI：10.6007/IJARBSS/v8-i15/5103
语种：English
出版社：Human Resource Management Academic Research Society
摘要：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.
