E-WOM and airline e-ticket purchasing intention: Mediating effect of online passenger trust

Ahmad, Alaeddin Mohammad Khalaf; Abuhashesh, Mohammad; Obeidat, Zaid Mohammad; AlKhatib, Marwa Jehad

doi:10.5267/j.msl.2020.4.037

Cited by 20 publications

(18 citation statements)

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“…To allow the customer to accept and believe the source fforn which it is coming, the resource must be credible. With the influence of eWOM, significant efifort must be made to reduce and utilize dissatisfied clients (Ahmad et al, 2020), as eWOM adoption impacts decision making on purchase behaviour of customers (Tien, 2019).…”

Section: Discussionmentioning

confidence: 99%

Should I look or should I book

Štilić¹,

Nicić²

2021

Turističko poslovanje

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The online booking behaviour of tourist website visitors shows that there is a transition from browsing to the purchasing process. Potential travellers are expected to benefit from a broad range of market opportunities made available by the Internet, the most revolutionary of which is the opportunity for price reductions as a direct result of the elimination of intermediaries in the travel industry distribution chain. Customers have to deal with a variety of challenges and limits when provided with various alternatives for even simple and low-cost travel bookings, and word-of-mouth from online reviews acts as a vital source of information for customers. A significant component in influencing customer decision-making is eWOM and it is also a key factor in the individual booking of services and products. Customers' perception of the credibility of reviews significantly influences their behavioural intentions and the role of eWOM in providing travel information and tourists' behavioural intent can produce "myths " on the opportunities for travel savings and air tickets cost.

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Section: Discussionmentioning

confidence: 99%

Should I look or should I book

Štilić¹,

Nicić²

2021

Turističko poslovanje

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“…Kualitas layanan yang dirasakan pengunjung situs merupakan indikator kepuasan yang signifikan serta niat perilaku pasca-kunjungan seperti kunjungan kembali situs (Ahmad et al, 2020;Ilhamalimy & Ali, 2021;Purnasari & Yuliando, 2015;Rastini & Nurcaya, 2019).…”

Section: Pendahuluanunclassified

“…Keputusan untuk mengunjungi kembali situs menyerupai perilaku peralihan layanan pelanggan (Rita et al, 2019), di mana pelanggan terus menggunakan kategori layanan online tetapi beralih dari satu penyedia layanan ke penyedia layanan lainnya. (Ahmad et al, 2020;Chun & Lim, 2012;Hasbullah et al, 2016) memprediksi niat untuk kembali ke situs web. (Gounaris et al, 2010) menegaskan bahwa hubungan antara kepuasan pelanggan dan kunjungan kembali situs secara signifikan positif.…”

Section: Pendahuluanunclassified

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The Influence of Electronic Service Quality and Client Fulfillment in Online Buying

Yogatama¹

2022

JBK

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This study aims to determine the e-service quality in the online food business. The population of this study is GoFood application users in Indonesia who have visited, purchased, or used the services provided by the GoFood online food application at least once in six months aged over 17 years, totaling 354 respondents. The sampling method used is non-probability sampling. This research uses SEM-PLS. The results of this study are three dimensions of e-service quality, namely GoFood application design, customer security or privacy and fulfillment affect overall e-service quality. However, customer service is not significantly related to e-service quality as a whole. e-service quality as a whole is statistically significantly related to customer behavior. Future research should consider different methodologies for similar products, namely GrabFood and ShopeeFood.

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“…The brand's confidence was facets that influenced consumers when making choices regarding purchasing goods. Brand trust was demonstrated as the readiness of consumers to trust in the brand as a consequence of the expectation that the brand will yield positive results (Ahmad et al, 2020). Additional researchers said brand trust was a state of safety when connected with a brand on the basis that the brand was to remain trustworthy and to ensure its customers' satisfaction (Quan et al, 2020).…”

Section: Brand Trustmentioning

confidence: 99%

Descriptive Dimensions of Brand Equity in Service Sector of Pakistan: A Literature Review

Hassan

Bashir

Qureshi

2020

NRJSS

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In the industry of goods, the product is the primary brand. However, with services, the company is the primary brand. Branding is not for visible goods but also a significant factor of performance for services. The ability to educate consumers of their expertise and credence values before the order has contributed to the general awareness of the value of products in the service industry in relation to consumer preference. If the brand is an essential consideration in any campaign initiative, it is crucial to consider the meaning of its equity. Brand value is the confidence gained in a brand regardless of customer experience. Because of the strategic advantages of established and established products, brand value is significant. Brand equity can make a significant contribution to the visualization of intangible goods for service companies. Given that there is no research available, this study seeks to suggest descriptive brand equity dimensions in Pakistan's service markets. The history is regarded as Brand Loyalty, Brand Awareness, Brand Association, Brand Perceived Quality, Brand Image, Brand Trust, Brand Credibility as antecedents of brand equity in services markets. This research is focused on the literature review and specifics are discussed. A systemic literature review approach for extracting the existing literature of desire has been used.

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E-WOM and airline e-ticket purchasing intention: Mediating effect of online passenger trust

Cited by 20 publications

References 1 publication

Should I look or should I book

Should I look or should I book

The Influence of Electronic Service Quality and Client Fulfillment in Online Buying

Descriptive Dimensions of Brand Equity in Service Sector of Pakistan: A Literature Review

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