期刊名称：International Journal of Information Technology Convergence and Services (IJITCS)
印刷版ISSN：2231-1939
电子版ISSN：2231-153X
出版年度：2017
卷号：7
期号：2/3
页码：1
DOI：10.5121/ijitcs.2017.7301
出版社：AIRCC
摘要：The purpose of this research is to study the impact of Egyptian hotels’ websites marketing oncustomer e-satisfaction and how to achieve e-loyalty through focusing on e-satisfaction successfactors (website information quality, system convenience, system safety, service quality,expectations and perceptions for hotel services and facilities, and intention to revisit).In this study, convenience sample was used in order to achieve the aim and objective of thisstudy. A self-administered questionnaire with customers was designed as the research instrumentfor collecting primary data. This questionnaire included items pertaining to the customers’demographic data, evaluating level of their E-satisfaction regarding Egyptian hotels’ websitesmarketing. Four hundred fifty forms were distributed in fifteen investigated hotels; thirty forms ineach hotel; among them 430 forms valid for analysis (96%). The study focused on five star hotels.The findings revealed that the most of the customers were dissatisfied about websites marketingin the Egyptian hotels (i.e. dynamic contents, navigation, access, and security of sensitiveinformation, payment options, and their Perceptions of services and facilities after visiting thehotel during stay). Also, most of the customers disagreed to revisit the hotel, and disagreed tosuggest to friends and relatives to visit the hotel. Enhancing quality of the marketing websites inthe hospitality business leads to sustaining hotel -customer relationship, customers E-satisfaction,E- loyalty, increasing the number of new customers and, improve the brand image of theEgyptian hotels, and consequently achieve profitability.
关键词：Websites marketing; Online hotel reservation; E-satisfaction; Web quality; E-loyalty; Egyptian;hotels.
