Studying the Impact of Egyptian Hotels' Websites Marketing on Customers' E-Satisfaction

Studying the Impact of Egyptian Hotels' Websites Marketing on Customers' E-Satisfaction

Nancy Awad (IT Department, Sadat Academy for Management Sciences, Mansoura, Egypt) and Sherif Saad Soliman (Faculty of Tourism and Hotel Studies, Mansoura University, Mansoura, Egypt)
DOI: 10.4018/IJTHMDA.2017070105
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Abstract

The purpose of this research is to study the impact of Egyptian hotels' websites marketing on customer e-satisfaction and how to achieve e-loyalty through focusing on e-satisfaction success factors (website information quality, system convenience, system safety, service quality, expectations and perceptions for hotel services and facilities, and intention to revisit) This questionnaire included items pertaining to the customer satisfaction success factors (website information quality, system convening Egyptian hotels' websites marketing. The study focused on five star hotels. Most of the customers were dissatisfied about websites marketing in the Egyptian hotels. Enhancing quality of the marketing websites in the hospitality business leads to sustaining hotel-customer relationship, customers E-satisfaction, E-loyalty, increasing the number of new customers, improving the brand image of the Egyptian hotels, and consequently achieve profitability.
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Literature Review

Researchers attempts to find out the factors that could influence the sales of products and services over the Internet. Hospitality and tourism products seems to have intangible value and high on differentiation had a higher chance of being purchased on the Internet and viewing the success of Websites from a different perspective.

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