EWOM towards homestays lodging: extending the information system success model

Purpose Drawing from DeLone and McLean’s Theory of Information System Success, this study aims to develop a theoretical model of electronic word of mouth (eWOM) for the homestay lodging. Design/methodology/approach The study examines the relationship between information quality, system quality and electronic service quality towards user’s satisfaction and eWOM intentions. Data were collected from homestay lodgers in Malaysia. Findings Results indicate that the effects of information quality and e-service quality on satisfaction are of significance, in turn affects eWOM intention. System quality, however, is not a driver of satisfaction. Research limitations/implications This study contains three limitations that provide direction for future studies. The details are provided. Practical implications The results provide a direction to the service providers at improving their services for customers’ satisfaction and loyalty. Originality/value The study offers fresh new insights on eWOM intentions from a homestay lodging perspective in Malaysia. 论民宿的电子口碑营销：拓展信息系统成功模型 摘要 研究目的 本研究以DeLone和McLean的信息系统成功模型为基础，建立民宿产业的电子口碑营销理论模型。 研究设计/方法/途径 本研究鉴定了信息质量、系统质量、以及在线服务质量对于用户满意度和电子口碑营销的影响。样本取自于马拉西亚的民宿业主。 研究结果 本研究结果表明信息质量和在线服务质量对于用户满意度以及电子口碑营销有着显著效果。然而，系统质量并不是导致用户满意度的必然因素。 研究理论限制/意义 本研究存在三项限制，细节在文中已详述。这三项限制为未来研究提供指导方向。 研究实际意义 本研究结果对于服务提供商增强服务，提高消费者满意度和忠诚度，有着指导意义。 研究原创性/价值 本研究从马拉西亚民宿业为调查背景，对电子口碑营销提供新视角。