Staff View: Relationships among corporate website quality, visitor satisfaction and visitor loyalty / Voon Boo Ho and Sandra Rangai Balang

Relationships among corporate website quality, visitor satisfaction and visitor loyalty / Voon Boo Ho and Sandra Rangai Balang

This study aimed to examine how corporate website quality will affect the visitor satisfaction and loyalty. Besides, the role of frequency of visit was also investigated to understand its influences on the relationships between the three variables. The key website quality attributes that significant...

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Main Authors:	Voon, Boo Ho, Rangai Balang, Sandra
Format:	Research Reports
Language:	English
Published:	Faculty of Business Management 2010
Subjects:	Computers in education. Information technology Total quality management in education. Total quality management in higher education Information technology. Information systems
Online Access:	http://ir.uitm.edu.my/id/eprint/28692/1/28692.PDF http://ir.uitm.edu.my/id/eprint/28692/
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id	my.uitm.ir.28692
record_format	eprints
spelling	my.uitm.ir.286922020-03-20T12:08:31Z http://ir.uitm.edu.my/id/eprint/28692/ Relationships among corporate website quality, visitor satisfaction and visitor loyalty / Voon Boo Ho and Sandra Rangai Balang Voon, Boo Ho Rangai Balang, Sandra Computers in education. Information technology Total quality management in education. Total quality management in higher education Information technology. Information systems This study aimed to examine how corporate website quality will affect the visitor satisfaction and loyalty. Besides, the role of frequency of visit was also investigated to understand its influences on the relationships between the three variables. The key website quality attributes that significantly distinguished the satisfied and non-satisfied website visitors were also identified. The research was based on survey data. The instrument adapted dimensions mainly proposed by Aladwani and Palvia (2002) and 7-point Likert scale was used. The questionnaire was validated by experts and pre-tested in a pilot survey. The actual survey was conducted by trained enumerators, where 1200 usable questionnaires were gathered from 400 respondents (400 x 3) from various places in Malaysia using quota sampling. The websites evaluated were selected using purposive sampling from companies listed on the Bursa Malaysia. Exploratory factor analysis was used to assess the measures and results indicated that the measurement was reliable and valid. Further statistical analyses included relevant descriptive analyses, independent sample T-test, ANOVA, multiple regression and logistic regression analyses. The results indicated that there were positive relationships among website quality, visitor satisfaction and visitor loyalty. It was found that the relationship between website quality and visitor loyalty was higher with the existence of visitor satisfaction. The logistic regression analysis suggested that some of the website quality items significantly distinguished the satisfied and non-satisfied website visitors. The findings signified that customization, easy access, minimum pages, sufficient information, providing frequently asked question (FAQ), website attractiveness, proper multimedia and creativity were the critical determinants of satisfaction. Faculty of Business Management 2010-12 Research Reports NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/28692/1/28692.PDF Voon, Boo Ho and Rangai Balang, Sandra (2010) Relationships among corporate website quality, visitor satisfaction and visitor loyalty / Voon Boo Ho and Sandra Rangai Balang. [Research Reports] (Unpublished)
institution	Universiti Teknologi Mara
building	Tun Abdul Razak Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Teknologi Mara
content_source	UiTM Institutional Repository
url_provider	http://ir.uitm.edu.my/
language	English
topic	Computers in education. Information technology Total quality management in education. Total quality management in higher education Information technology. Information systems
spellingShingle	Computers in education. Information technology Total quality management in education. Total quality management in higher education Information technology. Information systems Voon, Boo Ho Rangai Balang, Sandra Relationships among corporate website quality, visitor satisfaction and visitor loyalty / Voon Boo Ho and Sandra Rangai Balang
description	This study aimed to examine how corporate website quality will affect the visitor satisfaction and loyalty. Besides, the role of frequency of visit was also investigated to understand its influences on the relationships between the three variables. The key website quality attributes that significantly distinguished the satisfied and non-satisfied website visitors were also identified. The research was based on survey data. The instrument adapted dimensions mainly proposed by Aladwani and Palvia (2002) and 7-point Likert scale was used. The questionnaire was validated by experts and pre-tested in a pilot survey. The actual survey was conducted by trained enumerators, where 1200 usable questionnaires were gathered from 400 respondents (400 x 3) from various places in Malaysia using quota sampling. The websites evaluated were selected using purposive sampling from companies listed on the Bursa Malaysia. Exploratory factor analysis was used to assess the measures and results indicated that the measurement was reliable and valid. Further statistical analyses included relevant descriptive analyses, independent sample T-test, ANOVA, multiple regression and logistic regression analyses. The results indicated that there were positive relationships among website quality, visitor satisfaction and visitor loyalty. It was found that the relationship between website quality and visitor loyalty was higher with the existence of visitor satisfaction. The logistic regression analysis suggested that some of the website quality items significantly distinguished the satisfied and non-satisfied website visitors. The findings signified that customization, easy access, minimum pages, sufficient information, providing frequently asked question (FAQ), website attractiveness, proper multimedia and creativity were the critical determinants of satisfaction.
format	Research Reports
author	Voon, Boo Ho Rangai Balang, Sandra
author_facet	Voon, Boo Ho Rangai Balang, Sandra
author_sort	Voon, Boo Ho
title	Relationships among corporate website quality, visitor satisfaction and visitor loyalty / Voon Boo Ho and Sandra Rangai Balang
title_short	Relationships among corporate website quality, visitor satisfaction and visitor loyalty / Voon Boo Ho and Sandra Rangai Balang
title_full	Relationships among corporate website quality, visitor satisfaction and visitor loyalty / Voon Boo Ho and Sandra Rangai Balang
title_fullStr	Relationships among corporate website quality, visitor satisfaction and visitor loyalty / Voon Boo Ho and Sandra Rangai Balang
title_full_unstemmed	Relationships among corporate website quality, visitor satisfaction and visitor loyalty / Voon Boo Ho and Sandra Rangai Balang
title_sort	relationships among corporate website quality, visitor satisfaction and visitor loyalty / voon boo ho and sandra rangai balang
publisher	Faculty of Business Management
publishDate	2010
url	http://ir.uitm.edu.my/id/eprint/28692/1/28692.PDF http://ir.uitm.edu.my/id/eprint/28692/
_version_	1685650447945170944
score	13.211869

Relationships among corporate website quality, visitor satisfaction and visitor loyalty / Voon Boo Ho and Sandra Rangai Balang

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