Impact of perceptual constructs on lodging Web user attitude, satisfaction, and behavioral intentions

Abstract

<p>Customer Satisfaction has been a focal point in lodging literature for many years. In sharp contrast, Web user satisfaction with commercial Web sites has received little attention from both lodging practitioners and researchers. Combining the concepts of Web success and Web user satisfaction, this study tested a framework to evaluate the impact of perceptual constructs on user attitudes and user satisfaction with lodging Web sites. A hundred and twenty four college students filled out the online questionnaires and evaluated the Web site of a mid-priced hotel in New York City. Results indicated that the adapted model could be a useful framework for evaluating the interactions among various constructs on lodging Web sites. It was found that perceived utilities (PU) exerted more influence over Web user satisfaction (WUS) than perceived playfulness (PP). In addition, user attitudes (UA) were significantly related to Web user satisfaction (WUS). Web user satisfaction (WUS) was in turn significantly correlated with user behavioral intentions (BI).</p>