Palavras-chave
Client experience
Client interest development,
Client perceived flow
Increase client intentions
Como Citar
Resumo
Este estudo visa examinar as relações entre qualidade de websites imobiliários, experiência do cliente com websites, percepção do fluxo de clientes, desenvolvimento do interesse do cliente e aumento das intenções do cliente. No total, foram coletadas 341 respostas válidas dos entrevistados visados e foram testadas empiricamente. A estrutura e o modelo de medição foram testados empiricamente através do uso do PLS-SEM. A amostra alvo inclui os visitantes virtuais dos sites imobiliários e em pessoa. Os resultados deste estudo confirmam que a qualidade dos websites imobiliários influencia a experiência do cliente, o fluxo percebido pelo cliente que, por sua vez, influencia consequentemente o desenvolvimento do interesse do cliente e o aumento das intenções do cliente. Todas as construções sugeridas não são bem compreendidas na literatura contemporânea, apesar das implicações para as autoridades envolvidas, tais como gerentes dos sistemas/websites. A contribuição deste estudo incluiu o marketing digital, o e-retailing e sua importância.
Referências
Alflayyeh, Saad, S. Haseebullah, and F. A. Belhaj. "The impact of coronavirus (COVID-19) pandemic on retail business in Saudi Arabia: a theoretical review." Eur. J. Mol. Clin. Med 7 (2020): 3547-3554.
Al Mousa, Heyam Abdulrahman, Zainab Mohammed Alwan Al-Juboori, and Haseebullah Abdul Naeem. "Restaurantscapes and its Impact on Customer Patronage: An Empirical Perspectives." Webology 19.1 (2022): 2642-2654.
Al Mousa, Heyam Abdulrahman, Zainab Mohammed Alwan Al-Juboori, and Haseebullah Abdul Naeem. "Restaurantscapes and its Impact on Customer Patronage: An Empirical Perspectives." Webology 19.1 (2022): 2642-2654.
Al-Meshal, Soad Abdullah, Ghada Ahmed ALdrees, and Fozi Ali Belhaj. "Effects of Luxury Brand Authenticity on Purchase Intention: An Empirical Investigation among Saudi Arabian Customers." (2020).
Ali Maaodhah, Morro Krubally, Harcharanjit Singh, Nazdar Balder, Haseebullah. Exploring SME’s growth in the greater Banjul area of the Gambia. International Journal of advanced and applied sciences, Vol. 06, Issue 8, pg. 82-89. 2019.
Ahn, T., Ryu, S. and Han, I. (2007), “The impact of web quality and playfulness on user acceptance of online retailing”, Information Management, Vol. 44 No. 3, pp. 263-275.
Ali, F., Amin, M. and Ryu, K. (2015), “The role of physical environment, price perceptions, and consumption emotions in developing customer satisfaction in Chinese resort hotels”, Journal of Quality Assurance in Hospitality & Tourism, Vol. 17 No. 1, pp. 45-70.
Ali, F. and Kim, W.G. (2015), “A comparative study of CB-SEM and PLS-SEM for theory development in hospitality research”, 3rd World Research Summit for Tourism and Hospitality, Orlando, FL. 225 Hotel website quality
Amaro, S. and Duarte, P. (2015), “An integrative model of consumers’ intentions to purchase travel online”, Tourism Management, Vol. 46, pp. 64-79.
Ali, F. (2016). Hotel website quality, perceived flow, customer satisfaction and purchase intention. Journal of hospitality and tourism technology. Vol. 7 No. 2, pp. 213-228.
Anderson, J. and Gerbing, D. (1988), “Structural modeling in practice: a review and recommended two-step approach”, Psychological Bulletin, Vol. 103 No. 3, pp. 411-423.
Anderson, R.E. and Srinivasan, S.S. (2003), “E-satisfaction and e-loyalty: a contingent framework”, Psychology & Marketing, Vol. 20 No. 2, pp. 123-138.
Au Yeung, T. and Law, R. (2004), “Extending the modified heuristic usability evaluation technique to chain and independent hotel websites”, International Journal of Hospitality Management, Vol. 23 No. 3, pp. 307-313.
Bai, B., Law, R. and Wen, I. (2008), “The impact of website quality on customer satisfaction and purchase intentions: evidence from Chinese online visitors”, International Journal of Hospitality Management, Vol. 27 No. 3, pp. 391-402.
Buttle, F. and Bok, B. (1996), “Hotel marketing strategy and the theory of reasoned action”, International Journal of Contemporary Hospitality Management, Vol. 8 No. 3, pp. 5-10.
Chang, H.H. and Chen, S.W. (2008), “The impact of online store environment cues on purchase intention: trust and perceived risk as a mediator”, Online Information Review, Vol. 32 No. 6, pp. 818-841.
Chen, C.W.D. and Cheng, C.Y.J. (2009), “Understanding consumer intention in online shopping: a respecification and validation of the DeLone and McLean model”, Behaviour & Information Technology, Vol. 28 No. 4, pp. 335-345.
Chen, H., Wigand, R.T. and Nilan, M.S. (1999), “Optimal experience of web activities”, Computers & Human Behaviour, Vol. 15 No. 5, pp. 585-608.
Chen, Y.H. and Barnes, S. (2007), “Initial trust and online buyer behaviour”, Industrial Management & Data Systems, Vol. 107 No. 1, pp. 21-36.
Chin, W.W., Peterson, R.A. and Brown, P.S. (2008), “Structural equation modelling in marketing: some practical reminders”, Journal of Marketing Theory and Practice, Vol. 16 No. 4, pp. 287-298.
Collins, G., Cobanoglu, C. and Bilgihan, A. (2013), Hospitality Information Technology: Learning How to Use It, Kendall Hunt Publishing,
Dubuque, IA. Csikszentmihalyi, M. (1975), Beyond Boredom and Anxiety, Jossey-Bass, San Francisco, CA.
Ding, D.X., Hu, P.J., Verma, R. and Wardell, D.G. (2009), “The impact of service design and flow experience on customer satisfaction in online financial services”, Journal of Service Research, Vol. 13 No. 1, pp. 96-110.
Donovan, R.J. and Rossiter, J.R. (1982), “Store atmosphere: an environmental psychology approach”, Journal of Retailing, Vol. 58 No. 1, pp. 34-57.
Forgas, S., Palau, R., Sánchez, J. and Huertas-García, R. (2012), “Online drivers and offline influences related to loyalty to airline websites”, Journal of Air Transport Management, Vol. 18 No. 1, pp. 43-46.
Gao, L. and Bai, X. (2014), “An empirical study on continuance intention of mobile social networking services: integrating the IS success model, network externalities and flow theory”, Asia Pacific Journal of Marketing and Logistics, Vol. 26 No. 2, pp. 168-189.
Gopalakishna, P. and Mummalaneni, V. (1993), “Influencing satisfaction for dental services”, Journal of Health Care Marketing, Vol. 13 No. 1, pp. 16-22.
Harcharanjit Singh, Naha Abu Mansor, Morro Krubally, Nazdar Balder, Haseebullah. Investigating the impact of dynamic and relational learning capabilities on green innovation performance of SME’s. International Journal of advanced and applied sciences. Vol. 6, Issue, 7, pg. 10-18. 2019.
Haseebullah, Saad Alflayyeh. An Integrative Framework of Retailscape: Case of Grocery Retail Stores in Saudi Arabia. “International Journal of advanced and applied sciences”. Vol. 08. No. (5), 2021.
Hair, J.F., Hult, G.T.M., Ringle, C. and Sarstedt, M. (2013), A Primer on Partial Least Squares Structural Equation Modelling (PLS-SEM), Sage Publications, London. JHTT 7,2 226
Hawk Partners (2012), “Hotel channel usage study”, available at: www.hawkpartners.com/ perspectives/hawkpartners-2012-hotel-channel-usage-study/ (accessed 25 January 2021).
Henseler, J., Hubona, G. and Ray, P.A. (2016), “Using PLS path modeling in new technology research: updated guidelines”, Industrial Management & Data Systems, Vol. 116 No. 1, pp. 2-20.
Henseler, J., Ringle, C.M. and Sarstedt, M. (2015), “A new criterion for assessing discriminant validity in variance-based structural equation modeling”, Journal of the Academy of Marketing Science, Vol. 43 No. 1, pp. 115-135.
Heyam Abdulrahman Al Mousa 2022. Use of smart technologies and individual re-consideration of tourism destination. Lex Humana, Petrópolis, v. 14, no. 1, p. 471-485, 2022, ISSN 2175-0947
Heyam Abdulrahman Al Mousa, (2022). Brand validity and its impacts on brand value, customer patronage and social inspiration: An empirical perspective. Synesis, v. 14, n. 1, p. 462-475, jan/jul 2022, issn 1984-6754
Hernandez, B., Jimenez, J. and Martın, M.J. (2009), “Key website factors in e-business strategy”, International Journal of Information Management, Vol. 29 No. 5, pp. 362-371.
Hsu, C., Chang, K. and Chen, M.C. (2012), “The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators”, Information Systems and e-Business Management, Vol. 10 No. 4, pp. 549-570.
Jarvenpaa, S.L., Tractinsky, J. and Vitale, M. (2000), “Consumer trust in an internet store”, Information Technology Management, Vol. 1 Nos 1/2, pp. 45-71.
Jeong, M., Oh, H. and Gregoire, M. (2003), “Conceptualizing web site quality and its consequences in the lodging industry”, International Journal of Hospitality Management, Vol. 22 No. 2, pp. 161-175.
Kabadayi, S. and Gupta, R. (2005), “Web site loyalty: an empirical investigation of its antecedents”, International Journal of Internet Marketing Advertising, Vol. 2 No. 4, pp. 321-345.
Kline, R.B. (2011), Principles and Practice of Structural Equation Modeling, Guilford Press, New York, NY.
Little, R.J.A. (1988), “Missing-data adjustments in large surveys”, Journal of Business & Economic Statistics, Vol. 6 No. 3, pp. 287-296.
Mathwick, C. and Rigdon, E. (2004), “Play, flow, and the online search experience”, Journal of Consumer Research, Vol. 31 No. 2, pp. 324-332.
Mehrabian, A. and Russell, J. (1974), An Approach to Environmental Psychology, The MIT Publisher, Cambridge, MA.
Novak, T.P., Hoffman, D.L. and Duhachek, A. (2003), “The influence of goal-directed and experiential activities in online flow experiences”, Journal of Consumer Psychology, Vol. 13 No. 1, pp. 3-16.
O’Cass, A. and Carlson, J. (2010), “Examining the effects of website-induced flow in professional sporting team websites”, Internet Research, Vol. 20 No. 2, pp. 115-134.
Oliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, New York, NY. Pace, S. (2004), “A grounded theory of the flow experience of web users”, International Journal of Human-Computer Studies, Vol. 60 No. 3, pp. 327-363.
Pavlou, P.A., Liang, H. and Xue, Y. (2007), “Understanding and mitigate uncertainty in online exchange relationships: a principal agent perspective”, MIS Quarterly, Vol. 31 No. 1, pp. 105-136.
Podsakoff, P.M., MacKenzie, S.B., Lee, J.Y. and Podsakoff, N.P. (2003), “Common method biases in behavioral research: a critical review of the literature and recommended remedies”, Journal of Applied Psychology, Vol. 88 No. 5, pp. 879-903.
Ponte, E.B., Carvajal-Trujilo, E. and Escobar-Rodriguez, T. (2015), “Influence of trust and perceived value on the intention to purchase travel online: integrating the effects of assurance on trust antecedents”, Tourism Management, Vol. 47, pp. 286-302.
Rezaei, S., Ali, F., Amin, M. and Jayashree, S. (2016), “Online impulse buying of tourism products”, Journal of Hospitality and Tourism Technology, Vol. 7 No. 1, pp. 60-83.
Ryu, K., Lee, H. and Kim, W. (2012), “The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions”, International Journal of Contemporary Hospitality Management, Vol. 24 No. 2, pp. 200-223.
Singh, H.,Naeem, H. A., Krubally, M., Balder, N., & Maaodhah, A. S. A. (2019). The impact of retailscape elements, customer mood and customer pleasure on customer re-patronage intentions. The Journal of Indian Management & Strategy, 24(3), 17-24
Sulaiman Althuwaini, Haseebullah. Retailscapes on Customer Joy and on Customer Re-Purchase Intentions: The Moderating Role of Familiarity. Journal of Critical Review. Issue 7, Vol, (19), 2020.
Thatcher, A., Wretschko, G. and Fridjhon, P. (2008), “Online flow experiences, problematic Internet use and Internet procrastination”, Computers in Human Behaviour, Vol. 24 No. 5, pp. 2236-2254.
Van Riel, A.C.R., Semeijn, J. and Pauwels, P. (2004), “Online travel service quality: the role of pre-transaction services”,Total Quality Management and Business Excellence, Vol. 15 No. 4, pp. 475-493.
Wang, L., Law, R., Guillet, B.D., Hung, K. and Fong, D.K.C. (2015), “Impact of hotel website quality on online booking intentions: eTrustas a mediator”, International Journal of Hospitality Management, Vol. 47 No. 1, pp. 108-115.
Wang, L.C. and Hsiao, D.F. (2012), “Antecedents of flow in retail store shopping”, Journal of Retailing and Consumer Services, Vol. 19 No. 4, pp. 381-389.
Webster, J., Trevino, L.K. and Ryan, L. (1993), “The dimensionality and correlates of flow in human-computer interactions”, Computers in Human Behaviour, Vol. 9 No. 4, pp. 411-426.
Zeithaml, V.A. and Bitner, M.J. and Gremler, D.D. (2006), Service Marketing: Integrating Customer Focus across the Firm, 4th ed., McGraw-Hill, New York, NY.
Zhou, T., Li, H. and Liu, Y. (2010), “The effect of flow experience on mobile SNS users’ loyalty”, Industrial Management and Data Systems, Vol. 110 No. 6, pp. 930-946.
Este trabalho está licenciado sob uma licença Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Copyright (c) 2023 Lex Humana (ISSN 2175-0947)