IDEAS home Printed from https://ideas.repec.org/a/gam/jmathe/v10y2022i13p2328-d854802.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    Faculty of Tourism and Hotel Management, Helwan University, Cairo 12612, Egypt)

  • Ibrahim A. Elshaer

    (Management Department, College of Business Administration, King Faisal University, Al-Ahsa 31982, Saudi Arabia
    Faculty of Tourism and Hotel Management, Suez Canal University, Ismailia 41522, Egypt)

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.

Suggested Citation

  • Abdullah F. Alnaim & Abu Elnasr E. Sobaih & Ibrahim A. Elshaer, 2022. "Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach," Mathematics, MDPI, vol. 10(13), pages 1-15, July.
    • Handle: RePEc:gam:jmathe:v:10:y:2022:i:13:p:2328-:d:854802
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2227-7390/10/13/2328/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2227-7390/10/13/2328/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Hunold, Matthias & Kesler, Reinhold & Laitenberger, Ulrich & Schlütter, Frank, 2018. "Evaluation of best price clauses in online hotel bookings," International Journal of Industrial Organization, Elsevier, vol. 61(C), pages 542-571.
    2. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    3. Rami Mohammad Al-dweeri & Zaid Mohammad Obeidat & Mohammad Ahmad Al-dwiry & Muhammad Turki Alshurideh & Alaa Mohammad Alhorani, 2017. "The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(2), pages 92-103, April.
    4. Xinshu Zhao & John G. Lynch & Qimei Chen, 2010. "Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 37(2), pages 197-206, August.
    5. Paul A. Pavlou & David Gefen, 2004. "Building Effective Online Marketplaces with Institution-Based Trust," Information Systems Research, INFORMS, vol. 15(1), pages 37-59, March.
    6. Bauer, Hans H. & Falk, Tomas & Hammerschmidt, Maik, 2006. "eTransQual: A transaction process-based approach for capturing service quality in online shopping," Journal of Business Research, Elsevier, vol. 59(7), pages 866-875, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. S. Arunachalam & Sridhar N. Ramaswami & Pol Herrmann & Doug Walker, 2018. "Innovation pathway to profitability: the role of entrepreneurial orientation and marketing capabilities," Journal of the Academy of Marketing Science, Springer, vol. 46(4), pages 744-766, July.
    2. Abu Elnasr E. Sobaih & Ahmed Hasanein & Ibrahim Elshaer, 2020. "Influences of Green Human Resources Management on Environmental Performance in Small Lodging Enterprises: The Role of Green Innovation," Sustainability, MDPI, vol. 12(24), pages 1-19, December.
    3. Wang, Lu-Yao & Hu, Hai-Hua & Wang, Le & Qin, Jian-Qun, 2022. "Privacy assurances and social sharing in social commerce: The mediating role of threat-coping appraisals," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    4. Christina Boedker & Kar Ming Chong, 2022. "The mediating role of accounting controls between supervisors' empowering leadership style and subordinates' creativity and goal productivity," Accounting and Finance, Accounting and Finance Association of Australia and New Zealand, vol. 62(4), pages 4587-4614, December.
    5. Julia Eichholz & Nicole Hoffmann & Anja Schwering, 2024. "The role of risk management orientation and the planning function of budgeting in enhancing organizational resilience and its effect on competitive advantages during times of crises," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 35(1), pages 17-58, March.
    6. Li, Ying & Dai, Jing & Cui, Li, 2020. "The impact of digital technologies on economic and environmental performance in the context of industry 4.0: A moderated mediation model," International Journal of Production Economics, Elsevier, vol. 229(C).
    7. Jean, Ruey-Jer “Bryan” & Kim, Daekwan & Cavusgil, Erin, 2020. "Antecedents and outcomes of digital platform risk for international new ventures’ internationalization," Journal of World Business, Elsevier, vol. 55(1).
    8. Mooradian, Todd & Matzler, Kurt & Uzelac, Borislav & Bauer, Florian, 2016. "Perspiration and inspiration: Grit and innovativeness as antecedents of entrepreneurial success," Journal of Economic Psychology, Elsevier, vol. 56(C), pages 232-243.
    9. Yan Ling & Michelle Hammond & Li-Qun Wei, 2022. "Ethical leadership and ambidexterity in young firms: examining the CEO-TMT Interface," International Entrepreneurship and Management Journal, Springer, vol. 18(1), pages 25-48, March.
    10. Shin, Nina & Park, Sangwook, 2021. "Supply chain leadership driven strategic resilience capabilities management: A leader-member exchange perspective," Journal of Business Research, Elsevier, vol. 122(C), pages 1-13.
    11. Jung-Chieh Lee & Yuyin Tang & SiQi Jiang, 2023. "Understanding continuance intention of artificial intelligence (AI)-enabled mobile banking applications: an extension of AI characteristics to an expectation confirmation model," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
    12. Mohammed Belal Uddin & Bilkis Akhter, 2022. "Investigating the relationship between top management commitment, supply chain collaboration, and sustainable firm performance in the agro-processing supply chain," Operations Management Research, Springer, vol. 15(3), pages 1399-1417, December.
    13. Cheng, Ru & Tao, Lei & Wang, Qiang & Zhao, Xiande, 2023. "The impact of value co-creation orientation on radical service innovation: Exploring a serial mediation mechanism," International Journal of Production Economics, Elsevier, vol. 262(C).
    14. Maduku, Daniel K., 2024. "How environmental concerns influence consumers’ anticipated emotions towards sustainable consumption: The moderating role of regulatory focus," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    15. Strobl, Andreas & Bauer, Florian & Matzler, Kurt, 2020. "The impact of industry-wide and target market environmental hostility on entrepreneurial leadership in mergers and acquisitions," Journal of World Business, Elsevier, vol. 55(2).
    16. Lu, Baozhou & Yi, Xiaoyang, 2023. "Institutional trust and repurchase intention in the sharing economy: The moderating roles of information privacy concerns and security concerns," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    17. Jajja, Muhammad Shakeel Sadiq & Asif, Muhammad & Montabon, Frank & Chatha, Kamran Ali, 2020. "The indirect effect of social responsibility standards on organizational performance in apparel supply chains: A developing country perspective," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 139(C).
    18. Nadia Zahoor & Yong Kyu Lew, 2022. "Sustaining superior international performance: Strategic orientations and dynamic capability of environmentally concerned small‐ and medium‐sized enterprises," Business Strategy and the Environment, Wiley Blackwell, vol. 31(3), pages 1002-1017, March.
    19. Suqin Liao & Qianying Hu & Jingjing Wei, 2023. "How to Leverage Big Data Analytic Capabilities for Innovation Ambidexterity: A Mediated Moderation Model," Sustainability, MDPI, vol. 15(5), pages 1-19, February.
    20. Karsten Hadwich & Corina Keller, 2015. "Interne Servicequalität in Unternehmen: Eine empirische Untersuchung der Einflussfaktoren und Auswirkungen," Schmalenbach Journal of Business Research, Springer, vol. 67(2), pages 170-205, May.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jmathe:v:10:y:2022:i:13:p:2328-:d:854802. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.