Converting hotels website visitors into buyers: How online hotel web assurance seals services decrease consumers’ concerns and increase online booking intentions

Abstract

Purpose

Despite the increasing utilization of webpages for the purposes of information seeking, customers’ concerns have become a crucial impediment for online shopping. The purpose of this paper is to examine the influence of the effectiveness of web assurance seals services (WASS) and customers’ concerns on customer’s willingness to book hotels through perceived website trust and perceived value.

Design/methodology/approach

A questionnaire was administrated to measure the study variables. Using partial least squares–structural equation modeling approach to analyze the data collected from 860 users of online hotel websites.

Findings

The results indicate that WASS influence positively on perceived website trust and negatively on consumers’ concerns. As well as, perceived value and trust play a mediating role in the link between WASS and consumers’ concerns and their intentions. Finally, perceived website trust and perceived value have greater effect on intention to book hotel for low-habit consumers.

Research limitations/implications

This study ignored the cross-culture issue as it concentrates on the customers from developing countries, so further research may need to compare between two or more than two samples from different societies that could give a significant insights. Second, this study stresses on the WASS to predict customers booking intentions that indicates significant results, so further research may need to examine the role of online reviews as a predictor of customers purchase decision as well.

Originality/value

To the authors’ best knowledge, this is the first empirical research that investigates and examines the influence of the effectiveness of WASS and consumers’ concerns on consumers’ intentions through perceived value and trust. This research also investigates the moderating role of habit in the link between perceived website, perceived value and consumers’ intentions.

Citation

Agag, G.M., Khashan, M.A., Colmekcioglu, N., Almamy, A., Alharbi, N.S., Eid, R., Shabbir, H. and Abdelmoety, Z.H.S. (2020), "Converting hotels website visitors into buyers: How online hotel web assurance seals services decrease consumers’ concerns and increase online booking intentions", Information Technology & People, Vol. 33 No. 1, pp. 129-159. https://doi.org/10.1108/ITP-12-2017-0446