Dublin Core
Title
Online innovation and repurchase intentions in hotels: the mediating effect of customer experience
Creator
George Kofi Amoako, Joshua Kofi Doe, Emmanuel Kotey Neequaye
Description
Purpose
This study investigates how customer experience mediates the relationship between online innovation and repurchase intention in the hotel industry in Ghana.
Design/methodology/approach
Data was collected from 167 clients from a two-star hotel in Accra, the capital city of Ghana. Structural equation modelling was used to analyse the relationship between the variables.
Findings
Results from the analysis indicate that online innovation positively leads to higher repurchase intentions and better customer experience, affirming that customer experience leads to repurchase intentions. Thus, while online innovation leads to repurchase intentions, the strength of this repurchase intention depends on customer experience. Therefore, customer experience mediates the relationship between online innovation and repurchase intention in the hotel industry.
Research limitations/implications
This study addressed only …
This study investigates how customer experience mediates the relationship between online innovation and repurchase intention in the hotel industry in Ghana.
Design/methodology/approach
Data was collected from 167 clients from a two-star hotel in Accra, the capital city of Ghana. Structural equation modelling was used to analyse the relationship between the variables.
Findings
Results from the analysis indicate that online innovation positively leads to higher repurchase intentions and better customer experience, affirming that customer experience leads to repurchase intentions. Thus, while online innovation leads to repurchase intentions, the strength of this repurchase intention depends on customer experience. Therefore, customer experience mediates the relationship between online innovation and repurchase intention in the hotel industry.
Research limitations/implications
This study addressed only …
Publisher
Emerald Publishing Limited
Date
2023
Source
https://scholar.google.com/citations?view_op=view_citation&hl=en&user=hXmr_bYAAAAJ&citation_for_view=hXmr_bYAAAAJ:x2hKVfJWtf0C
Language
English