Title: The effects of tourism websites' attributes on e-satisfaction and e-loyalty: a case of American travellers' to Jordan

Authors: Bushra Mahadin; Mamoun N. Akroush; Hani Bata

Addresses: Department of Marketing, Faculty of Business and Finance, American University of Madaba, Jordan ' Graduate School of Business Administration, The German – Jordanian University, Jordan ' Saba & Co. Intellectual Property, Business Development Department, Jordan

Abstract: The paper aims to examine the effects of websites attributes (user friendliness, information quality, entertainment, and security and privacy) on tourists' e-satisfaction, and to examine the effects of tourists' e-satisfaction on attitudinal e-loyalty and the effects of e-attitudinal loyalty on e-behavioural loyalty. Based on a sample of 258 US tourists visiting Jordan, exploratory and confirmatory factor analyses were performed to assess the validity and composite reliability of the research constructs. Structural equation modelling was used to test the proposed model and hypothesised relationships. The findings show that user friendliness, information quality, and security and privacy have positive effects on tourists' e-satisfaction. Tourists' e-satisfaction exerts a strong positive effect on e-attitudinal loyalty, which in turn affects e-behavioural loyalty positively. Website user friendliness and information quality are the strongest drivers of e-satisfaction, which determines tourists' e-attitudinal and e-behavioural loyalty. Results discussion, implications, limitations and future research were outlined.

Keywords: online tourism; website attributes; e-satisfaction; e-attitudinal loyalty; e-behavioural loyalty; US tourists; Jordan.

DOI: 10.1504/IJWBC.2020.105124

International Journal of Web Based Communities, 2020 Vol.16 No.1, pp.4 - 33

Received: 03 May 2019
Accepted: 31 May 2019
Published online: 13 Feb 2020 *

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