Abstract
Due to the increase in the need for travel by international visitors, it is important that organisations consider key attributes of website quality, namely information quality and system quality to encourage and enhance consumer loyalty overtime. Drawing from Delone and McLean’s theory, this research argues that information quality and system quality are antecedents of travel website quality, of which the latter is a predictor of consumer loyalty. A quantitative research approach was adopted by way of a survey methodology and data were analysed usingSmart PLS software for structural equation modelling (SEM). Based on the theoretical review, a research framework detailing the hypotheses relationships among the research constructs was developed. Based on the research findings, the results provide support for the proposed positive relationships among the research constructs.
Highlights
The concept of quality is well known and widely researched globally due to the importance of quality assessment-related issues present in almost every organisation (Cai & Jun, 2003; Elassy, 2015; Wu & Chang, 2016)
The approach was deemed appropriate as it enabled the researchers to objectively test and confirm the hypotheses and to explain the influence of the selected website quality attributes on overall customer loyalty towards travel websites
The items included in this study reported acceptable mean values along information quality (3.029≤x ≤3.854), system quality (3.315≤x ≤3.894), website quality (3.298≤x ≤3.645) and loyalty (3.037≤x ≤3.648)
Summary
The concept of quality is well known and widely researched globally due to the importance of quality assessment-related issues present in almost every organisation (Cai & Jun, 2003; Elassy, 2015; Wu & Chang, 2016). Website quality should be the top priority of travel websites. This is because the absence of quality as a fundamental principle of sound business management to address customer-specific needs and expectations could result in brand destruction, poor customer confidence, a decrease in performance and the gradual and continuous erosion of profits, performance and competitive position. According to Monczka, Handfield, Giunipero and Patterson (2016:287), quality can be defined as “the total composite of product and service characteristics of marketing, engineering, manufacturing and maintenance through which the product or service in use will meet or exceed the expectations of the customer”. Within the healthcare sector, quality is related to structure, processes and outcomes that are consistent with current professional knowledge that surpassed the desire outcome (Hillner, Smith & Desch, 2000)
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