考察网站质量对约旦国内旅游业公民电子忠诚度的影响:电子信任和电子满意度的作用

IF 4.3 Q1 PSYCHOLOGY, MULTIDISCIPLINARY Human Behavior and Emerging Technologies Pub Date : 2023-11-20 DOI:10.1155/2023/2614673
Nour Qatawneh, Raghed Alkhasawneh, Abraham Althonayan, Abeer Altarawneh
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引用次数: 0

摘要

互联网的快速发展增加了政府相关网站的数量和电子服务的种类。尽管旅游业在支持国民经济方面具有至关重要的意义,但有关旅游网站质量维度对公民电子忠诚度(电子忠诚度)影响的研究却相对较少,尤其是在约旦国内旅游业背景下。本研究旨在确定影响公民对约旦旅游和文物部提供的电子政务服务的电子忠诚度的因素,同时考虑公民的电子满意度和电子信任的中介影响,主要遵循 Oliver(1999 年)的电子忠诚度模型。研究采用调查问卷作为收集和分析原始数据以及研究变量之间关系的主要策略。统计处理以 IBM SPSS 22 版软件包和 Amos 25 版路径分析为主要统计软件包。结果表明,约旦公民对政府旅游相关网站的电子忠诚度适中,表明公民普遍对所提供的电子服务感到满意。此外,研究结果表明,电子满意度和电子信任度在网站质量(特别是信息质量和个性化)与公民电子忠诚度之间的联系中起着中介作用。本研究将网站质量维度、公民电子信任、电子满意度和电子忠诚度之间的关系结合起来,特别是在约旦国内旅游业的独特背景下,为该理论做出了贡献。研究结果为政策制定者和旅游行业管理者提供了宝贵的见解,有助于他们实施信息与通信技术(ICT)战略,促进公民交易,鼓励他们有效参与电子政务活动,从而推动约旦王国的经济和国内生产总值(GDP)。政府还建议加强宣传计划和员工培训,以提高为公民提供的电子服务。
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Examining the Influence of Website Quality on Citizen’s E-Loyalty in Domestic Tourism in Jordan: The Role of E-Trust and E-Satisfaction
The fast development of the Internet has raised the number of government-related websites and the variety of e-services available. Despite tourism’s critical significance in supporting the national economy, relatively few researches have been conducted on the influence of tourism website quality dimensions on electronic loyalty among citizens (e-loyalty), particularly in the Jordanian domestic tourism context. The objective of this research is to identify the factors that impact the e-loyalty of citizens toward the e-government services offered by the Ministry of Tourism and Antiquities in Jordan, considering the mediating influence of citizens’ e-satisfaction and e-trust, primarily following Oliver’s (1999) e-loyalty model. The survey questionnaire was adopted as a main strategy to collect and analyze primary data and to investigate the relationships between variables. Statistical processing was applied using IBM SPSS version 22 package and Amos version 25 for path analysis as the main statistical software package. The results indicated that citizens’ e-loyalty toward the governmental tourism-related website in Jordan is moderate, demonstrating that citizens are generally comfortable with the e-services provided. Furthermore, the results suggest that e-satisfaction and e-trust both play a mediating role in the connection between dimensions of website quality (specifically, information quality and personalization) and the e-loyalty of citizens. This study contributes to the theory by combining the relationships among website quality dimensions, citizen e-trust, e-satisfaction, and e-loyalty, particularly in the unique setting of Jordan’s domestic tourism sector. The results provide valuable insights for policymakers and tourism sector managers, aiding them in the implementation of information and communication technology (ICT) strategies that facilitate citizens’ transactions and encourage them to participate effectively in e-government activities, thereby boosting the kingdom’s economy and gross domestic product (GDP). The government also recommended enhancing awareness programs and employee training in order to enhance the e-services offered to citizens.
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来源期刊
Human Behavior and Emerging Technologies
Human Behavior and Emerging Technologies Social Sciences-Social Sciences (all)
CiteScore
17.20
自引率
8.70%
发文量
73
期刊介绍: Human Behavior and Emerging Technologies is an interdisciplinary journal dedicated to publishing high-impact research that enhances understanding of the complex interactions between diverse human behavior and emerging digital technologies.
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