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August 5, 2024
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December 20, 2023
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Abstract
This study aims to determine the influence of online customer reviews, customer ratings, and e-servicescape on trust that will affect purchase intention in marketplaces in Indonesia. This research is a type of quantitative research. The method used in this study is the survey method. The population in this study is consumers of marketplace users in Indonesia, with a sample of 305 respondents taken using purposive sampling techniques. Data collection was carried out using the survey method by distributing questionnaires. The data that has been collected is then processed using SEM (structural equation modeling), and analyzed using the SmartPLS (Partial Least Square) program. The results showed that online customer reviews, customer ratings, and e-servicescape have a positive and significant effect on trust in marketplaces in Indonesia. Online customer reviews, Customer rating, e-servicescape, and trust have a positive and significant effect on purchase intention in marketplaces in Indonesia. The results also show that trust mediates the relationship between online customer reviews, customer ratings, and e-servicescape with purchase intention for consumers who will make purchases on marketplaces in Indonesia.
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Copyright (c) 2023 Dinda Qurotun A’Yuni A’Yuni
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Influence of Online Customer Reviews, Customer Ratings, and E-Servicescape on Trust Affecting Purchase Intention: A Case Study of Marketplaces in Indonesia. (2023). Student Journal of Business and Management, 6(3), 225–247. Retrieved from https://ejournal.unib.ac.id/sjbm/article/view/36225
References
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Abdillah, W., & Hartono, J. (2015). PArtial least square (PLS) alternatif structural equation modeling (SEM) dalam penelitian bisni. Advance and Innovative Research, 7(1), 358.
Almana, A. M., & Mirza, A. A. (2013). The impact of electronic word of mouth on consumers purchasing decisions. International Journal of Computer Applications, 82(9), 23–31.
Beldad, A., Jong, M., dan Steehouder, M. (2010). How shall i trust the faceless and intagible?a literature review on the antecedent of oline trust. Computers in Human Behavior. 26 (5), 857-869.
Beverley, A., & Sparks, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Angewandte Chemie International Edition, 6(11), 951–952.
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
Chou, S. W., & Hsu, C. S. (2016). Understanding online repurchase intention: Social exchange theory and shopping habit. Information Systems and E-Business Management, 14(1), 19–45.
Dellarocas, C. (2003). The digitization of word of mouth: Promise and challenges of online feedback mechanisms. Management Science, 49(10), 1407–1424.
Elwalda, A., Lü, K., & Ali, M. (2016). Perceived derived attributes of online customer reviews. Computers in Human Behavior, 56, 306–319.
Erkan, I., & Evans, C. (2018). Social media or shopping websites ? The influence of eWOM on consumers’ online purchase intentions. Journal of Marketing Communications, 24(6), 617– 632.
Ferdinand, A. (2006). Pengembangan Minat Beli merek Ekstensi. Semarang: Badan Penerbit Universits Diponegoro.
Fiandy. (2020). Pengaruh Online Customer Review Dan Rating Terdadap Minat Beli Pada E-Commerce Dengan Kepercayaan Sebagai Variabel Intervening (Studi Kasus Di Tokopedia) (Skripsi). Universitas Telkom.
Filieri, R. (2015). What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM. Journal of Business Research, 68(6), 1261–1270.
Flanagin, A. J., & Metzger, M. J. (2007). The role of site features, user attributes, and information verification behaviors on the perceived credibility of web-based information. New Media & Society, 9(2), 319–342.
Ganguly, B., Dash, S. B., Cyr, D., & Head, M. M. (2010). The effects of website design on purchase intention in online shopping: The mediating role of trust and the moderating role of culture. Internasional Journal of Electronic Business, 8(4), 302-330.
Gavilan, D., Avello, M., & Navarro, G. M. (2018). The influence of online ratings and reviews on hotel booking consideration. Tourism Management, 66, 53-61.
Gharib, R. K., Garcia-Perez, A., Dibb, S., & Iskoujina, Z. A. (2019). Trust and reciprocity effect on electronic word-of-mouth. Online Review Communities, 30(1), 120-138.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd Ed.). SAGE Publications.
Hair, J. F., Risher, J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the result of PLS-SEM. European Business Review, 31(1), 2-24.
Hardani, A. H., Ustiawaty, J., Utami, E. F., Istiqomah, R. R., Fardani, R. A., Sukmana, D. J., & Auliya, N. H. (2020). Metode Penelitian Kualitatif & Kuantitatif. CV. Pustaka Ilmu Group Yogyakarta.
Harris, L. C., & Goode, M. M. H. (2010). Online servicescapes, trust, and purchase intentions.
Hsu, L. L., Chen, S. J., Chiu, M. C., & Chen, J. C. (2015). Determinants of successful online transactions–effects of transaction assurance seal and reputation rating affecting trust and purchase intention of consumers. Human Systems Management, 34(2), 105–118.
Kotler, Philip. (2010). Manajemen Pemasaran (13th ed.). Erlangga.
Kusuma, L., Rejeki, S., Robiyanto, R., & Irviana, L. (2020). Reputation system of C2C e-commerce, buying interest and trust. Business: Theory and Practice, 21(1), 314-321.
Lackermair, G., Kailer, D., & Kanmaz, K. (2013). Importance of online product reviews from a consumer’s perspective. Advances in Economics and Business, 1(1), 1–5.
Liu, C. H., & Tsai, W. S. (2010). The effects of service quality and lifestyle on consumer choice of channel types: the health food industry as an example. African Journal Of Business Management. 4(6), 1023-1039.
Liu, M.T., Wong, I.A., Tseng, T.H., Chang, A.W.Y. and Phau, I. (2017). Applying consumerbased brand equity in luxury hotel branding. Journal of Business Research, 81, 192-202.
Liu, Y., & Tang, X. (2018). The effects of online trust-building mechanism on trust and repurchase intentions: An emphirical study on ebay. Information Technology & People, 31(3), 666–687.
McKnight, D. H., Choudhury, V., Kachmar, C. (2002). The impact of initial consumer trust on intention to transact with a website: A trusting building model. Jurnal Sistem Strategi Informasi, 11(3-4), 297-323.
Moe, W. W., & Schweidel, D. A. (2012). Online product opinions: Incidence, evaluation, and evolution. Marketing Science, 31(3), 372–386.
Mulyati, Y., & Gesitera, G. (2020). Pengaruh online customer review terhadap purchase intention dengan trust sebagai intervening pada toko online Bukalapak di Kota Padang. Jurnal Maksipreneur, 9(2), 173–194.
Oebit, Z. (2018). Pengaruh e-servicescape terhadap trust dan dampaknya pada purchase intention. Jurnal Sistem Informasi, 14(2), 43-52.
Oh, H. K., Kim, S. W., Park, S., & Zhou, M. (2015). Can you trust online ratings? A mutual reinforcement model for trustworthy online rating systems. IEEE Transactions on systems, man, and cybernetics: systems, 45(12), 1564-1576.
Schiffman, G. L., & Kanuak, L. L. (2009). Consumer decision making and beyond (9th Ed.). Pentice Hall.
Sekaran, U., & Bougie, R. (2016). Research methods for business : a skill building approach (7th Ed.). John Wiley & Sons.
Tankovic, A. C., & Benazic, D. (2018). The perception of e-servicescape and its influence on perceived e-shopping value and customer loyalty. Online Information Review, 42(7), 1124– 1145.
Teng, H. J., Ni, J. J., & Chen, H. H. (2018). Relationship between e-servicescape and purchase intention among heavy and light internet users. Internet Research, 28(2), 333–350.
Trivedi, S. K., & Yadav, M. (2018). Vine. Journal of Information and Knowladge Management System, 48(3), 427–447.
Wahyudi, T., Rinuastuti, B. H., & Salmo, S. (2019). Pengaruh online customer review dan online customer rating terhadap kepercayaan konsumen remaja Kota Mataram pada pembelian produk fashion Shopee online shop. Jurnal Manajemen, 19(1), 1-7.
Waycos, P., & Pawar, S. N. (2020). a Study of the Challenges and Gaps in Digital Advertising. Advance and Innovative Research, 7(1), 358.
Wu, W. Y., Quyen, P. T. P., & Rivas, A. A. A. (2017). How e-servicescapes affect customer online shopping intention: The moderating effects of gender and online purchasing experience. Information Systems and E-Business Management, 15(3), 689–715.
Zhao, S., Fang, Y., Zhang, W., & Jiang, H. (2020). Trust, perceived benefit, and purchase intention in C2C e-commerce: An empirical examination in China. Journal of Global Information Management, 28(1), 121-141.
Zhao, X., Roy, Wang, L., Guo, X., & Law, R. (2015). The influence of online reviews to online hotel booking intentions. International Journal of Contemporary Hospitality Management, 27(6).
References
Abdillah, W., & Hartono, J. (2015). PArtial least square (PLS) alternatif structural equation modeling (SEM) dalam penelitian bisni. Advance and Innovative Research, 7(1), 358.
Almana, A. M., & Mirza, A. A. (2013). The impact of electronic word of mouth on consumers purchasing decisions. International Journal of Computer Applications, 82(9), 23–31.
Beldad, A., Jong, M., dan Steehouder, M. (2010). How shall i trust the faceless and intagible?a literature review on the antecedent of oline trust. Computers in Human Behavior. 26 (5), 857-869.
Beverley, A., & Sparks, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Angewandte Chemie International Edition, 6(11), 951–952.
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
Chou, S. W., & Hsu, C. S. (2016). Understanding online repurchase intention: Social exchange theory and shopping habit. Information Systems and E-Business Management, 14(1), 19–45.
Dellarocas, C. (2003). The digitization of word of mouth: Promise and challenges of online feedback mechanisms. Management Science, 49(10), 1407–1424.
Elwalda, A., Lü, K., & Ali, M. (2016). Perceived derived attributes of online customer reviews. Computers in Human Behavior, 56, 306–319.
Erkan, I., & Evans, C. (2018). Social media or shopping websites ? The influence of eWOM on consumers’ online purchase intentions. Journal of Marketing Communications, 24(6), 617– 632.
Ferdinand, A. (2006). Pengembangan Minat Beli merek Ekstensi. Semarang: Badan Penerbit Universits Diponegoro.
Fiandy. (2020). Pengaruh Online Customer Review Dan Rating Terdadap Minat Beli Pada E-Commerce Dengan Kepercayaan Sebagai Variabel Intervening (Studi Kasus Di Tokopedia) (Skripsi). Universitas Telkom.
Filieri, R. (2015). What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM. Journal of Business Research, 68(6), 1261–1270.
Flanagin, A. J., & Metzger, M. J. (2007). The role of site features, user attributes, and information verification behaviors on the perceived credibility of web-based information. New Media & Society, 9(2), 319–342.
Ganguly, B., Dash, S. B., Cyr, D., & Head, M. M. (2010). The effects of website design on purchase intention in online shopping: The mediating role of trust and the moderating role of culture. Internasional Journal of Electronic Business, 8(4), 302-330.
Gavilan, D., Avello, M., & Navarro, G. M. (2018). The influence of online ratings and reviews on hotel booking consideration. Tourism Management, 66, 53-61.
Gharib, R. K., Garcia-Perez, A., Dibb, S., & Iskoujina, Z. A. (2019). Trust and reciprocity effect on electronic word-of-mouth. Online Review Communities, 30(1), 120-138.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd Ed.). SAGE Publications.
Hair, J. F., Risher, J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the result of PLS-SEM. European Business Review, 31(1), 2-24.
Hardani, A. H., Ustiawaty, J., Utami, E. F., Istiqomah, R. R., Fardani, R. A., Sukmana, D. J., & Auliya, N. H. (2020). Metode Penelitian Kualitatif & Kuantitatif. CV. Pustaka Ilmu Group Yogyakarta.
Harris, L. C., & Goode, M. M. H. (2010). Online servicescapes, trust, and purchase intentions.
Hsu, L. L., Chen, S. J., Chiu, M. C., & Chen, J. C. (2015). Determinants of successful online transactions–effects of transaction assurance seal and reputation rating affecting trust and purchase intention of consumers. Human Systems Management, 34(2), 105–118.
Kotler, Philip. (2010). Manajemen Pemasaran (13th ed.). Erlangga.
Kusuma, L., Rejeki, S., Robiyanto, R., & Irviana, L. (2020). Reputation system of C2C e-commerce, buying interest and trust. Business: Theory and Practice, 21(1), 314-321.
Lackermair, G., Kailer, D., & Kanmaz, K. (2013). Importance of online product reviews from a consumer’s perspective. Advances in Economics and Business, 1(1), 1–5.
Liu, C. H., & Tsai, W. S. (2010). The effects of service quality and lifestyle on consumer choice of channel types: the health food industry as an example. African Journal Of Business Management. 4(6), 1023-1039.
Liu, M.T., Wong, I.A., Tseng, T.H., Chang, A.W.Y. and Phau, I. (2017). Applying consumerbased brand equity in luxury hotel branding. Journal of Business Research, 81, 192-202.
Liu, Y., & Tang, X. (2018). The effects of online trust-building mechanism on trust and repurchase intentions: An emphirical study on ebay. Information Technology & People, 31(3), 666–687.
McKnight, D. H., Choudhury, V., Kachmar, C. (2002). The impact of initial consumer trust on intention to transact with a website: A trusting building model. Jurnal Sistem Strategi Informasi, 11(3-4), 297-323.
Moe, W. W., & Schweidel, D. A. (2012). Online product opinions: Incidence, evaluation, and evolution. Marketing Science, 31(3), 372–386.
Mulyati, Y., & Gesitera, G. (2020). Pengaruh online customer review terhadap purchase intention dengan trust sebagai intervening pada toko online Bukalapak di Kota Padang. Jurnal Maksipreneur, 9(2), 173–194.
Oebit, Z. (2018). Pengaruh e-servicescape terhadap trust dan dampaknya pada purchase intention. Jurnal Sistem Informasi, 14(2), 43-52.
Oh, H. K., Kim, S. W., Park, S., & Zhou, M. (2015). Can you trust online ratings? A mutual reinforcement model for trustworthy online rating systems. IEEE Transactions on systems, man, and cybernetics: systems, 45(12), 1564-1576.
Schiffman, G. L., & Kanuak, L. L. (2009). Consumer decision making and beyond (9th Ed.). Pentice Hall.
Sekaran, U., & Bougie, R. (2016). Research methods for business : a skill building approach (7th Ed.). John Wiley & Sons.
Tankovic, A. C., & Benazic, D. (2018). The perception of e-servicescape and its influence on perceived e-shopping value and customer loyalty. Online Information Review, 42(7), 1124– 1145.
Teng, H. J., Ni, J. J., & Chen, H. H. (2018). Relationship between e-servicescape and purchase intention among heavy and light internet users. Internet Research, 28(2), 333–350.
Trivedi, S. K., & Yadav, M. (2018). Vine. Journal of Information and Knowladge Management System, 48(3), 427–447.
Wahyudi, T., Rinuastuti, B. H., & Salmo, S. (2019). Pengaruh online customer review dan online customer rating terhadap kepercayaan konsumen remaja Kota Mataram pada pembelian produk fashion Shopee online shop. Jurnal Manajemen, 19(1), 1-7.
Waycos, P., & Pawar, S. N. (2020). a Study of the Challenges and Gaps in Digital Advertising. Advance and Innovative Research, 7(1), 358.
Wu, W. Y., Quyen, P. T. P., & Rivas, A. A. A. (2017). How e-servicescapes affect customer online shopping intention: The moderating effects of gender and online purchasing experience. Information Systems and E-Business Management, 15(3), 689–715.
Zhao, S., Fang, Y., Zhang, W., & Jiang, H. (2020). Trust, perceived benefit, and purchase intention in C2C e-commerce: An empirical examination in China. Journal of Global Information Management, 28(1), 121-141.
Zhao, X., Roy, Wang, L., Guo, X., & Law, R. (2015). The influence of online reviews to online hotel booking intentions. International Journal of Contemporary Hospitality Management, 27(6).
Almana, A. M., & Mirza, A. A. (2013). The impact of electronic word of mouth on consumers purchasing decisions. International Journal of Computer Applications, 82(9), 23–31.
Beldad, A., Jong, M., dan Steehouder, M. (2010). How shall i trust the faceless and intagible?a literature review on the antecedent of oline trust. Computers in Human Behavior. 26 (5), 857-869.
Beverley, A., & Sparks, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Angewandte Chemie International Edition, 6(11), 951–952.
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
Chou, S. W., & Hsu, C. S. (2016). Understanding online repurchase intention: Social exchange theory and shopping habit. Information Systems and E-Business Management, 14(1), 19–45.
Dellarocas, C. (2003). The digitization of word of mouth: Promise and challenges of online feedback mechanisms. Management Science, 49(10), 1407–1424.
Elwalda, A., Lü, K., & Ali, M. (2016). Perceived derived attributes of online customer reviews. Computers in Human Behavior, 56, 306–319.
Erkan, I., & Evans, C. (2018). Social media or shopping websites ? The influence of eWOM on consumers’ online purchase intentions. Journal of Marketing Communications, 24(6), 617– 632.
Ferdinand, A. (2006). Pengembangan Minat Beli merek Ekstensi. Semarang: Badan Penerbit Universits Diponegoro.
Fiandy. (2020). Pengaruh Online Customer Review Dan Rating Terdadap Minat Beli Pada E-Commerce Dengan Kepercayaan Sebagai Variabel Intervening (Studi Kasus Di Tokopedia) (Skripsi). Universitas Telkom.
Filieri, R. (2015). What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM. Journal of Business Research, 68(6), 1261–1270.
Flanagin, A. J., & Metzger, M. J. (2007). The role of site features, user attributes, and information verification behaviors on the perceived credibility of web-based information. New Media & Society, 9(2), 319–342.
Ganguly, B., Dash, S. B., Cyr, D., & Head, M. M. (2010). The effects of website design on purchase intention in online shopping: The mediating role of trust and the moderating role of culture. Internasional Journal of Electronic Business, 8(4), 302-330.
Gavilan, D., Avello, M., & Navarro, G. M. (2018). The influence of online ratings and reviews on hotel booking consideration. Tourism Management, 66, 53-61.
Gharib, R. K., Garcia-Perez, A., Dibb, S., & Iskoujina, Z. A. (2019). Trust and reciprocity effect on electronic word-of-mouth. Online Review Communities, 30(1), 120-138.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd Ed.). SAGE Publications.
Hair, J. F., Risher, J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the result of PLS-SEM. European Business Review, 31(1), 2-24.
Hardani, A. H., Ustiawaty, J., Utami, E. F., Istiqomah, R. R., Fardani, R. A., Sukmana, D. J., & Auliya, N. H. (2020). Metode Penelitian Kualitatif & Kuantitatif. CV. Pustaka Ilmu Group Yogyakarta.
Harris, L. C., & Goode, M. M. H. (2010). Online servicescapes, trust, and purchase intentions.
Hsu, L. L., Chen, S. J., Chiu, M. C., & Chen, J. C. (2015). Determinants of successful online transactions–effects of transaction assurance seal and reputation rating affecting trust and purchase intention of consumers. Human Systems Management, 34(2), 105–118.
Kotler, Philip. (2010). Manajemen Pemasaran (13th ed.). Erlangga.
Kusuma, L., Rejeki, S., Robiyanto, R., & Irviana, L. (2020). Reputation system of C2C e-commerce, buying interest and trust. Business: Theory and Practice, 21(1), 314-321.
Lackermair, G., Kailer, D., & Kanmaz, K. (2013). Importance of online product reviews from a consumer’s perspective. Advances in Economics and Business, 1(1), 1–5.
Liu, C. H., & Tsai, W. S. (2010). The effects of service quality and lifestyle on consumer choice of channel types: the health food industry as an example. African Journal Of Business Management. 4(6), 1023-1039.
Liu, M.T., Wong, I.A., Tseng, T.H., Chang, A.W.Y. and Phau, I. (2017). Applying consumerbased brand equity in luxury hotel branding. Journal of Business Research, 81, 192-202.
Liu, Y., & Tang, X. (2018). The effects of online trust-building mechanism on trust and repurchase intentions: An emphirical study on ebay. Information Technology & People, 31(3), 666–687.
McKnight, D. H., Choudhury, V., Kachmar, C. (2002). The impact of initial consumer trust on intention to transact with a website: A trusting building model. Jurnal Sistem Strategi Informasi, 11(3-4), 297-323.
Moe, W. W., & Schweidel, D. A. (2012). Online product opinions: Incidence, evaluation, and evolution. Marketing Science, 31(3), 372–386.
Mulyati, Y., & Gesitera, G. (2020). Pengaruh online customer review terhadap purchase intention dengan trust sebagai intervening pada toko online Bukalapak di Kota Padang. Jurnal Maksipreneur, 9(2), 173–194.
Oebit, Z. (2018). Pengaruh e-servicescape terhadap trust dan dampaknya pada purchase intention. Jurnal Sistem Informasi, 14(2), 43-52.
Oh, H. K., Kim, S. W., Park, S., & Zhou, M. (2015). Can you trust online ratings? A mutual reinforcement model for trustworthy online rating systems. IEEE Transactions on systems, man, and cybernetics: systems, 45(12), 1564-1576.
Schiffman, G. L., & Kanuak, L. L. (2009). Consumer decision making and beyond (9th Ed.). Pentice Hall.
Sekaran, U., & Bougie, R. (2016). Research methods for business : a skill building approach (7th Ed.). John Wiley & Sons.
Tankovic, A. C., & Benazic, D. (2018). The perception of e-servicescape and its influence on perceived e-shopping value and customer loyalty. Online Information Review, 42(7), 1124– 1145.
Teng, H. J., Ni, J. J., & Chen, H. H. (2018). Relationship between e-servicescape and purchase intention among heavy and light internet users. Internet Research, 28(2), 333–350.
Trivedi, S. K., & Yadav, M. (2018). Vine. Journal of Information and Knowladge Management System, 48(3), 427–447.
Wahyudi, T., Rinuastuti, B. H., & Salmo, S. (2019). Pengaruh online customer review dan online customer rating terhadap kepercayaan konsumen remaja Kota Mataram pada pembelian produk fashion Shopee online shop. Jurnal Manajemen, 19(1), 1-7.
Waycos, P., & Pawar, S. N. (2020). a Study of the Challenges and Gaps in Digital Advertising. Advance and Innovative Research, 7(1), 358.
Wu, W. Y., Quyen, P. T. P., & Rivas, A. A. A. (2017). How e-servicescapes affect customer online shopping intention: The moderating effects of gender and online purchasing experience. Information Systems and E-Business Management, 15(3), 689–715.
Zhao, S., Fang, Y., Zhang, W., & Jiang, H. (2020). Trust, perceived benefit, and purchase intention in C2C e-commerce: An empirical examination in China. Journal of Global Information Management, 28(1), 121-141.
Zhao, X., Roy, Wang, L., Guo, X., & Law, R. (2015). The influence of online reviews to online hotel booking intentions. International Journal of Contemporary Hospitality Management, 27(6).