The Role of E-Trust as Mediating Variable on Predicting the Effect of Website Design Quality and Online Reviews on Online Booking Intention

Satriya Galih Handhita and Ita Prihatining Wilujeng ()
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Satriya Galih Handhita: Universitas Negeri Malang
Ita Prihatining Wilujeng: Universitas Negeri Malang

A chapter in Proceedings of the BISTIC Business Innovation Sustainability and Technology International Conference (BISTIC 2023), 2023, pp 252-263 from Springer

Abstract: Abstract Digital technology has increased access to information and made online travel booking more convenient, impacting the public's increased consumption of products and services. In online booking platforms, both Website Design Quality and Online Reviews, including appearance, navigational functionality, and consumer feedback, can influence consumers' trust and considerations. This research explores the influence of the quality of Website Design and Online Reviews on Online Booking Intention. E-Trust will act as a mediating variable in this study. The research was conducted among followers of one of the official Instagram accounts of an Online Booking Platform who had yet to make any transactions. A questionnaire was used to collect data, and 138 respondents participated. The data were analysed using Structural Equation Modelling Partial Least Square, and the results indicate that good Website Design Quality and Positive Online Reviews significantly influence Online Booking Intention. These findings also highlight the importance of E-Trust in influencing consumers during their decision-making process.

Keywords: Website Design Quality; Online Reviews; Online Booking Intention; E-Trust (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-302-3_29

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DOI: 10.2991/978-94-6463-302-3_29

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