The effects of e-quality on tourist experience and tourist satisfaction in Malaysia / Sajjad Tarzaban

Tarzaban, Sajjad (2019) The effects of e-quality on tourist experience and tourist satisfaction in Malaysia / Sajjad Tarzaban. PhD thesis, Universiti Teknologi MARA (UiTM).

Abstract

This study investigates the correlation of Malaysia’s economy-tourism business with internet and e-commerce, and their influence on tourists’ satisfaction. This research study explores travellers’ adoption of e-travel services in the context of Malaysian travel services. The key objective is to identify the profile of e-commerce competitive advantages, Internet technology, electronic travel service quality (E-QUAL), and tourist experience on Malaysian tourist satisfaction adoption for e-travel services. Since Malaysia is benefiting of its internet technology and e-travel services then tourist destination in Malaysia could be one of the famous destinations in South-East Asia. This research aims to assess the effects of Internet technology acceptance, e-commerce competitive advantages, e-travel services, and tourist experience on tourist satisfaction in Malaysia. It focuses on the relationship between two individual variables of e-commerce with four items (product, brand, service, and price) and internet technology with two dimensions (usefulness and easiness) on tourist satisfaction (TS). Furthermore, two mediating variables, E-QUAL with five items (information quality, security, website functionality, customer relationship and responsiveness), and tourist experience (TEX) with three dimensions (arousal, education and escapist) are analysed.

Metadata

Item Type: Thesis (PhD)
Creators:
Creators
Email / ID Num.
Tarzaban, Sajjad
2010109587
Contributors:
Contribution
Name
Email / ID Num.
Thesis advisor
Zainal, Artinah
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Electronic commerce
H Social Sciences > HF Commerce > Advertising > Malaysia
Divisions: Universiti Teknologi MARA, Shah Alam > Faculty of Hotel and Tourism Management
Programme: Doctor of Philosophy (Hotel and Tourism Management) – HM990
Keywords: Economy, tourism business, e-quality
Date: 2019
URI: https://ir.uitm.edu.my/id/eprint/82977
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