Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach

Abdullah F. Alnaim, Abu Elnasr E. Sobaih and Ibrahim A. Elshaer
Additional contact information
Abdullah F. Alnaim: Management Department, College of Business Administration, King Faisal University, Al-Ahsa 31982, Saudi Arabia
Abu Elnasr E. Sobaih: Management Department, College of Business Administration, King Faisal University, Al-Ahsa 31982, Saudi Arabia
Ibrahim A. Elshaer: Management Department, College of Business Administration, King Faisal University, Al-Ahsa 31982, Saudi Arabia

Mathematics, 2022, vol. 10, issue 13, 1-15

Abstract: Despite a plethora of research studies on service quality, in general, and electronic (e) service quality, in particular, studies often focus on either understating the dimensions of e-service quality or its direct relationship with other variables such as customer e-satisfaction, e-trust, and e-loyalty. This study developed a comprehensive theoretical model to examine both direct and indirect influence of e-service quality on the e-loyalty of hotel customers in their usage of online travel agencies (OTAs). The research examines the mediating effect of e-trust and e-satisfaction in the relationship between e-service quality and e-loyalty. The research adopted a quantitative approach through a questionnaire survey for data collection from hotel customers who adopt OTAs for choosing their hotel services. Data collected from the questionnaires were analyzed using structural equation modeling (SEM). The results confirmed all direct relationships among e-service quality, e-trust, e-satisfaction, and e-loyalty. However, the results did not confirm a mediating role of either e-trust or e-satisfaction in the relationship between e-service quality and e-loyalty. Nonetheless, the results interestingly showed that both variables (trust and e-satisfaction) have a mediating role in the relationship between e-service quality and e-loyalty. The results of this research have numerous implications for senior tourism marketers, as well as marketing scholars.

Keywords: e-service quality; e-trust; e-satisfaction; e-loyalty; online travel agencies (OTAs) hotel industry (search for similar items in EconPapers)
JEL-codes: C (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.mdpi.com/2227-7390/10/13/2328/pdf (application/pdf)
https://www.mdpi.com/2227-7390/10/13/2328/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jmathe:v:10:y:2022:i:13:p:2328-:d:854802

Access Statistics for this article

Mathematics is currently edited by Ms. Emma He

More articles in Mathematics from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().