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Converting hotels website visitors into buyers : How online hotel web assurance seals services decrease consumers’ concerns and increase online booking intentions

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Despite the increasing utilization of webpages for the purposes of information seeking, customers’ concerns have become a crucial impediment for online shopping. The purpose of this paper is to examine the influence of the effectiveness of web assurance seals services (WASS) and customers’ concerns on customer’s willingness to book hotels through perceived website trust and perceived value.


A questionnaire was administrated to measure the study variables. Using partial least squares–structural equation modeling approach to analyze the data collected from 860 users of online hotel websites.


The results indicate that WASS influence positively on perceived website trust and negatively on consumers’ concerns. As well as, perceived value and trust play a mediating role in the link between WASS and consumers’ concerns and their intentions. Finally, perceived website trust and perceived value have greater effect on intention to book hotel for low-habit consumers.

Research limitations/implications

This study ignored the cross-culture issue as it concentrates on the customers from developing countries, so further research may need to compare between two or more than two samples from different societies that could give a significant insights. Second, this study stresses on the WASS to predict customers booking intentions that indicates significant results, so further research may need to examine the role of online reviews as a predictor of customers purchase decision as well.


To the authors’ best knowledge, this is the first empirical research that investigates and examines the influence of the effectiveness of WASS and consumers’ concerns on consumers’ intentions through perceived value and trust. This research also investigates the moderating role of habit in the link between perceived website, perceived value and consumers’ intentions.
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Keywords: Hypothesis testing; Technology adoption; Tourism

Document Type: Research Article

Affiliations: 1: Department of Marketing, Nottingham Business School, Nottingham Trent University, Nottingham, UK 2: Department of Business Administration, Faculty of Commerce, Mansoura University, Mansoura, Egypt 3: Faculty of Business, University of Plymouth, Plymouth, UK 4: King Abdulaziz City for Science and Technology, Riyadh, Saudi Arabia 5: UAEU, Al Ain, United Arab Emirates 6: Hull University Business School, Hull, UK 7: Department of Business Administration, Faculty of Commerce, Assiut University, Assiut, Egypt

Publication date: April 8, 2019

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