Abstract:

The main objective of this study is to investigate the effects of website functionality (Funct), responsiveness (Resp), information quality (Infqual), security/privacy (Secpri) and customer relationship (Custrel) on perceived service quality (PSQ), and the effect of perceived service quality (PSQ) on behavioural intention (BI) in a budget hotel setting. The design and methodology for the model proposed was tested by means of structural equation modeling (SEM). The data were collected from a purposive sampling of 292 individual customers that have experienced staying in a budget hotel for at least 1-2 times in the recent or past one year. The finding of this research revealed that website functionality, responsiveness is proven to have a positive significant influence to form the perceived website service quality within the budget hotel. The effect of security/privacy and perceived service quality resulting in a positive but un-significant. Perceived service quality is proven to...