Hotel website quality, performance, telepresence and behavioral intentions

Purpose: The purpose of this study is to investigate the associations among hotel website quality, telepresence, websites’ utilitarian and hedonic performance and customers’ behavioral intentions. Design/methodology/approach: An online survey was used to collect the data from 683 respondents. Data was analyzed by using the two-stage modeling technique through Partial Least Squares-Structural Equation Modeling (PLS-SEM). Findings: Findings indicate a significantly positive impact of hotel website quality on telepresence, utilitarian and hedonic performance. In addition, telepresence has a significantly positive impact on utilitarian and hedonic performance. Finally, telepresence, utilitarian and hedonic performance have a significantly positive impact on customers’ behavioral intentions. Research limitations/implications: Based on the findings of this study, theoretical and practical implications for hospitality and tourism researchers are provided. Originality/value: This study is one of the very few studies integrating hotel website quality scale to examine the hotel website features that influence telepresence and perceived utilitarian and hedonic performance leading to positive behavioral intentions.