Studying the Effects of Hotels' Website Quality on Customers' E-satisfaction

Abstract

This study aims to explore the effects of hotels' website quality dimensions on customers' e-satisfaction in hotels. A quantitative method was used to collect the data. The questionnaire of the research was directed to the guests of four and five-star hotels in Hurghada, Egypt. SPSS V. 25 was used to analyze data. Linear regression analysis was used to test the hypotheses of the study. The findings of this research revealed that hotels' website informational content (β = 0.760, Sig. = 0.000), hotels' website design (β = 0.783, Sig. = 0.000), ease of use (β = 0.758, Sig. = 0.000), interactivity (β = 0.796, Sig. = 0.000), marketing image (β = 0.879, Sig. = 0.000), and online processes (β = 0.740, Sig. = 0.000) had a significant effect on customers‟ E-satisfaction. The implication of these findings for the industry and future research are deliberated as well. Study contribution is exploring the effect of hotels‟ website quality on customers‟ e-satisfaction in Egyptian hotels.