IDEAS home Printed from https://ideas.repec.org/a/sae/globus/v19y2018i6p1640-1662.html
   My bibliography  Save this article

Determinants of Website Usability: Empirical Evidence from Tourism Sector in India

Author

Listed:
  • Amar Raju G.
  • Souvik Roy
  • Santanu Mandal

Abstract

Website usability has received decent empirical attention in recent academic literature. However, there are various website characteristics that might still influence the usability of websites. In this empirical exploration, we propose three such characteristics: speed with which websites respond to customer requests (i.e., website agility); the capability of websites to restore its operations in the face of a disruption (i.e., website resilience) and the capability of websites to retain the interests of customers and keep them engaged interactively (i.e., website attractiveness) as enablers of website usability based on dynamic capability extension of resource-based view. Further, we argue that website usability will influence electronic word of mouth (e-WOM) for those websites. We also explore if there is any influence of website agility and resilience on website attractiveness. Using customers as target respondents who have used websites mainly for travel and tourism purposes, we test for the proposed relationships through collecting survey data based on face-to-face interview. Partial least squares analysis of 285 survey responses suggests website agility attractiveness and resilience to be dominant enablers for website usability and website usability positively influences e-WOM.

Suggested Citation

  • Amar Raju G. & Souvik Roy & Santanu Mandal, 2018. "Determinants of Website Usability: Empirical Evidence from Tourism Sector in India," Global Business Review, International Management Institute, vol. 19(6), pages 1640-1662, December.
    • Handle: RePEc:sae:globus:v:19:y:2018:i:6:p:1640-1662
    DOI: 10.1177/0972150918794976
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/0972150918794976
    Download Restriction: no
    File URL: https://libkey.io/10.1177/0972150918794976?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Homburg, Christian & Totzek, Dirk & Krämer, Melanie, 2014. "How price complexity takes its toll: The neglected role of a simplicity bias and fairness in price evaluations," Journal of Business Research, Elsevier, vol. 67(6), pages 1114-1122.
    2. Matilda Alexandrova, 2015. "Risk Factors in IT Outsourcing Partnerships: Vendors’ Perspective," Global Business Review, International Management Institute, vol. 16(5), pages 747-759, October.
    3. Swafford, Patricia M. & Ghosh, Soumen & Murthy, Nagesh, 2008. "Achieving supply chain agility through IT integration and flexibility," International Journal of Production Economics, Elsevier, vol. 116(2), pages 288-297, December.
    4. Hartline, Michael D. & Jones, Keith C., 1996. "Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions," Journal of Business Research, Elsevier, vol. 35(3), pages 207-215, March.
    5. Verhoef, Peter C. & Lemon, Katherine N., 2013. "Successful customer value management: Key lessons and emerging trends," European Management Journal, Elsevier, vol. 31(1), pages 1-15.
    6. Lahuerta Otero, Eva & Muñoz Gallego, Pablo A. & Pratt, Renée M.E., 2014. "Click-and-Mortar SMEs: Attracting customers to your website," Business Horizons, Elsevier, vol. 57(6), pages 729-736.
    7. Emma Brandon-Jones & Brian Squire & Chad W. Autry & Kenneth J. Petersen, 2014. "A Contingent Resource-Based Perspective of Supply Chain Resilience and Robustness," Journal of Supply Chain Management, Institute for Supply Management, vol. 50(3), pages 55-73, July.
    8. Mummalaneni, Venkatapparao, 2005. "An empirical investigation of Web site characteristics, consumer emotional states and on-line shopping behaviors," Journal of Business Research, Elsevier, vol. 58(4), pages 526-532, April.
    9. Jörg Henseler & Marko Sarstedt, 2013. "Goodness-of-fit indices for partial least squares path modeling," Computational Statistics, Springer, vol. 28(2), pages 565-580, April.
    10. David J. Teece, 2007. "Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance," Strategic Management Journal, Wiley Blackwell, vol. 28(13), pages 1319-1350, December.
    11. Tenenhaus, Michel & Vinzi, Vincenzo Esposito & Chatelin, Yves-Marie & Lauro, Carlo, 2005. "PLS path modeling," Computational Statistics & Data Analysis, Elsevier, vol. 48(1), pages 159-205, January.
    12. Jinwoo Kim & Jungwon Lee & Kwanghee Han & Moonkyu Lee, 2002. "Businesses as Buildings: Metrics for the Architectural Quality of Internet Businesses," Information Systems Research, INFORMS, vol. 13(3), pages 239-254, September.
    13. Yusuf, Yahaya Y. & Gunasekaran, Angappa & Musa, Ahmed & Dauda, Mohammed & El-Berishy, Nagham M. & Cang, Shuang, 2014. "A relational study of supply chain agility, competitiveness and business performance in the oil and gas industry," International Journal of Production Economics, Elsevier, vol. 147(PB), pages 531-543.
    14. Mazaheri, Ebrahim & Richard, Marie-Odile & Laroche, Michel, 2011. "Online consumer behavior: Comparing Canadian and Chinese website visitors," Journal of Business Research, Elsevier, vol. 64(9), pages 958-965, September.
    15. Vicki McKinney & Kanghyun Yoon & Fatemeh “Mariam” Zahedi, 2002. "The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach," Information Systems Research, INFORMS, vol. 13(3), pages 296-315, September.
    16. David J. Teece & Gary Pisano & Amy Shuen, 1997. "Dynamic capabilities and strategic management," Strategic Management Journal, Wiley Blackwell, vol. 18(7), pages 509-533, August.
    17. J. Yannis Bakos, 1997. "Reducing Buyer Search Costs: Implications for Electronic Marketplaces," Management Science, INFORMS, vol. 43(12), pages 1676-1692, December.
    18. M. Prasanna Mohan Raj & Satam Roy, 2015. "Impact of Brand Image on Consumer Decision-making: A Study on High-technology Products," Global Business Review, International Management Institute, vol. 16(3), pages 463-477, June.
    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. Wamba, Samuel Fosso & Dubey, Rameshwar & Gunasekaran, Angappa & Akter, Shahriar, 2020. "The performance effects of big data analytics and supply chain ambidexterity: The moderating effect of environmental dynamism," International Journal of Production Economics, Elsevier, vol. 222(C).
    2. Brusset, Xavier & Teller, Christoph, 2017. "Supply chain capabilities, risks, and resilience," International Journal of Production Economics, Elsevier, vol. 184(C), pages 59-68.
    3. Insu Cho & Young Hoon Kwak & Jaehyeon Jun, 2019. "Sustainable Idea Development Mechanism in University Technology Commercialization (UTC): Perspectives from Dynamic Capabilities Framework," Sustainability, MDPI, vol. 11(21), pages 1-16, November.
    4. Jajja, Muhammad Shakeel Sadiq & Chatha, Kamran Ali & Farooq, Sami, 2018. "Impact of supply chain risk on agility performance: Mediating role of supply chain integration," International Journal of Production Economics, Elsevier, vol. 205(C), pages 118-138.
    5. Alfalla-Luque, Rafaela & Machuca, José A.D. & Marin-Garcia, Juan A., 2018. "Triple-A and competitive advantage in supply chains: Empirical research in developed countries," International Journal of Production Economics, Elsevier, vol. 203(C), pages 48-61.
    6. Santanu Mandal & Souvik Roy & G. Amar Raju, 2016. "Tourism supply chain agility: an empirical examination using resource-based view," International Journal of Business Forecasting and Marketing Intelligence, Inderscience Enterprises Ltd, vol. 2(2), pages 151-173.
    7. Mikalef, Patrick & Pateli, Adamantia, 2017. "Information technology-enabled dynamic capabilities and their indirect effect on competitive performance: Findings from PLS-SEM and fsQCA," Journal of Business Research, Elsevier, vol. 70(C), pages 1-16.
    8. Pinho, Celso R.A. & Pinho, Maria Luiza C.A. & Deligonul, Seyda Z. & Tamer Cavusgil, S., 2022. "The agility construct in the literature: Conceptualization and bibliometric assessment," Journal of Business Research, Elsevier, vol. 153(C), pages 517-532.
    9. Jafari-Sadeghi, Vahid & Amoozad Mahdiraji, Hannan & Busso, Donatella & Yahiaoui, Dorra, 2022. "Towards agility in international high-tech SMEs: Exploring key drivers and main outcomes of dynamic capabilities," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
    10. Eijaz Ahmed Khan & Pradip Royhan & M. Ashiqur Rahman & Mohammed Mizanur Rahman & Ahmed Mostafa, 2019. "The Impact of Enviropreneurial Orientation on Small Firms’ Business Performance: The Mediation of Green Marketing Mix and Eco-Labeling Strategies," Sustainability, MDPI, vol. 12(1), pages 1-17, December.
    11. Hassani, Abdeslam & Mosconi, Elaine, 2022. "Social media analytics, competitive intelligence, and dynamic capabilities in manufacturing SMEs," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    12. Linder, Christian, 2019. "Customer orientation and operations: The role of manufacturing capabilities in small- and medium-sized enterprises," International Journal of Production Economics, Elsevier, vol. 216(C), pages 105-117.
    13. Han, Jeong Hugh & Wang, Yingli & Naim, Mohamed, 2017. "Reconceptualization of information technology flexibility for supply chain management: An empirical study," International Journal of Production Economics, Elsevier, vol. 187(C), pages 196-215.
    14. Fraj, Elena & Matute, Jorge & Melero, Iguácel, 2015. "Environmental strategies and organizational competitiveness in the hotel industry: The role of learning and innovation as determinants of environmental success," Tourism Management, Elsevier, vol. 46(C), pages 30-42.
    15. Rodrigo-Alarcón, Job & García-Villaverde, Pedro M. & Ruiz-Ortega, María J. & Parra-Requena, Gloria, 2018. "From social capital to entrepreneurial orientation: The mediating role of dynamic capabilities," European Management Journal, Elsevier, vol. 36(2), pages 195-209.
    16. Brusset, Xavier, 2016. "Does supply chain visibility enhance agility?," International Journal of Production Economics, Elsevier, vol. 171(P1), pages 46-59.
    17. Safinaz H. Abourokbah & Reem M. Mashat & Mohammad Asif Salam, 2023. "Role of Absorptive Capacity, Digital Capability, Agility, and Resilience in Supply Chain Innovation Performance," Sustainability, MDPI, vol. 15(4), pages 1-25, February.
    18. Eijaz Ahmed Khan & Lynne Harris & Mohammed Quaddus, 2021. "The mediating role of personality traits on the entrepreneurial orientation–firm performance relationship: informal entrepreneurship context," Journal of Global Entrepreneurship Research, Springer;UNESCO Chair in Entrepreneurship, vol. 11(1), pages 41-52, December.
    19. Yu, Wantao & Jacobs, Mark A. & Chavez, Roberto & Yang, Jiehui, 2019. "Dynamism, disruption orientation, and resilience in the supply chain and the impacts on financial performance: A dynamic capabilities perspective," International Journal of Production Economics, Elsevier, vol. 218(C), pages 352-362.
    20. Bag, Surajit & Rahman, Muhammad Sabbir & Srivastava, Gautam & Chan, Hau-Ling & Bryde, David J., 2022. "The role of big data and predictive analytics in developing a resilient supply chain network in the South African mining industry against extreme weather events," International Journal of Production Economics, Elsevier, vol. 251(C).

    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:sae:globus:v:19:y:2018:i:6:p:1640-1662. 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: SAGE Publications (email available below). General contact details of provider: http://www.imi.edu/ .

    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.