Customer Trust and Purchase Intention

Abstract

With the continuous development of information technology, websites play an important role in businesses, especially hotels. Websites can bring great benefits to hotels. Measuring website service quality is still the main concern of hotel managers. This article analyzes the impact of website service quality dimensions on customer trust and purchase intentions for hotels. A total of 571 responses were collected among tourists at 4-5-star hotels in Vietnam. The results indicated that there are positive relationships between the dimensions of website service quality, customer trust and purchase intentions. Implications were discussed to improve website service quality in order to increase customer trust and purchase intentions.