The Mediating Role of Electronic Personalization in Online Travel Platform: A Conceptual Framework

Salameh, M. A. A., Ahmad, H., Zulhumadi, F., & Abubakar, F. M. (2018). Relationships between system quality, service quality, and customer satisfaction: M-commerce in the Jordanian context. Journal of Systems and Information Technology, 20(1), 73-102.
Constantinides, E. (2004). Influencing the online consumer's behavior: the Web experience. Internet research, 14(2), 111-126.
Luo, J., Ba, S., & Zhang, H. (2012). The effectiveness of online shopping characteristics and well-designed websites on satisfaction. Mis Quarterly, 1131-1144.
Chandra, S., Verma, S., Lim, W. M., Kumar, S., & Donthu, N. (2022). Personalization in personalized marketing: Trends and ways forward. Psychology & Marketing, 39(8), 1529-1562.
Cui, Y., Mou, J., Cohen, J., & Liu, Y. (2019). Understanding information system success model and valence framework in sellers’ acceptance of cross-border e-commerce: a sequential multi-method approach. Electronic Commerce Research, 19, 885-914.
Duy Phuong, N. N., & Dai Trang, T. T. (2018). Repurchase intention: The effect of service quality, system quality, information quality, and customer satisfaction as mediating role: a PLS approach of m-commerce ride hailing service in Vietnam. Marketing and Branding Research, 5, 78-91.
Borhan, M. N., Ibrahim, A. N. H., Syamsunur, D., & Rahmat, R. A. (2019). Why public bus is a less attractive mode of transport: A case study of Putrajaya, Malaysia. Periodica Polytechnica Transportation Engineering, 47(1), 82-90.
Fang, Y., Qureshi, I., Sun, H., McCole, P., Ramsey, E., & Lim, K. H. (2014). Trust, satisfaction, and online repurchase intention. MIS quarterly, 38(2), 407-A9.
Al-Hashem, A. O., Al-Laham, M. M., & Almasri, A. K. (2022). E-personalization and E-customization model for enhancing E-customer satisfaction in the case of covid-19: empirical evidence from banking sector in Jordan. Jordan Journal of Business Administration, 18(2).
Lee, J., & Lehto, X. (2010). E-personalization and online privacy features: the case with travel websites. Journal of Management and Marketing Research, 4, 1.
Toch, E., Wang, Y., & Cranor, L. F. (2012). Personalization and privacy: a survey of privacy risks and remedies in personalization-based systems. User Modeling and User-Adapted Interaction, 22, 203-220.
Popiel, P., & Sang, Y. (2021). Platforms’ governance: Analyzing digital platforms’ policy preferences. Global Perspectives, 2(1), 19094.
Sundar, S. S., Xu, Q., & Bellur, S. (2010, April). Designing interactivity in media interfaces: A communications perspective. In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (pp. 2247-2256).
He, C., Parra, D., & Verbert, K. (2016). Interactive recommender systems: A survey of the state of the art and future research challenges and opportunities. Expert Systems with Applications, 56, 9-27.
Akram, M. W., Abbas, A., & Khan, I. A. (2022). Effects of Perceived Value, Service Quality and Customer Trust in Home Delivery Service Staff on Customer Satisfaction: Evidence from Pakistan. International Journal of Management Research and Emerging Sciences, 12(4).
Levin, J. A., & Datnow, A. (2012). The principal role in data-driven decision making: Using case-study data to develop multi-mediator models of educational reform. School effectiveness and school improvement, 23(2), 179-201.
Mothersbaugh, D. L., Foxx, W. K., Beatty, S. E., & Wang, S. (2012). Disclosure antecedents in an online service context: The role of sensitivity of information. Journal of service research, 15(1), 76-98.
Lambrecht, A., & Tucker, C. (2013). When does retargeting work? Information specificity in online advertising. Journal of Marketing research, 50(5), 561-576.
Jirigesi, F. N. U. (2017). Personalized Web Services Interface Design Using Interactive Computational Search (Doctoral dissertation).
Rane, N., Choudhary, S., & Rane, J. (2023). Hyper-personalization for enhancing customer loyalty and satisfaction in Customer Relationship Management (CRM) systems. Available at SSRN 4641044.
Gunawardane, G. (2023). Enhancing customer satisfaction and experience in financial services: a survey of recent research in financial services journals. Journal of Financial Services Marketing, 28(2), 255-269.
Pereira, S. P. (2023). The Digital Avenue Montaigne-A Study on Luxury E-retailers.
Eid, M. I. (2011). Determinants of e-commerce customer satisfaction, trust, and loyalty in Saudi Arabia. Journal of electronic commerce research, 12(1), 78.
Lundvall, B. Å. (2016). National innovation systems and globalization. The learning economy and the economics of hope, 351.
Petter, S., DeLone, W., & McLean, E. (2008). Measuring information systems success: models, dimensions, measures, and interrelationships. European journal of information systems, 17, 236-263.
Nguyen, L., Bellucci, E., & Nguyen, L. T. (2014). Electronic health records implementation: an evaluation of information system impact and contingency factors. International journal of medical informatics, 83(11), 779-796.
Kapoor, K. K., Tamilmani, K., Rana, N. P., Patil, P., Dwivedi, Y. K., & Nerur, S. (2018). Advances in social media research: Past, present and future. Information Systems Frontiers, 20, 531-558.
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64, 101487.
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: a ten-year update. Journal of management information systems, 19(4), 9-30.
Seddon, J. (2008). Systems thinking in the public sector. Triarchy Press.
Wu, J. H., & Wang, Y. M. (2006). Measuring KMS success: A respecification of the DeLone and McLean's model. Information & management, 43(6), 728-739.
Sharma, S., Parmar, A., Kori, S., & Sandhir, R. (2016). PLGA-based nanoparticles: A new paradigm in biomedical applications. TrAC trends in analytical chemistry, 80, 30-40.
Melville, N., Kraemer, K., & Gurbaxani, V. (2004). Information technology and organizational performance: An integrative model of IT business value. MIS quarterly, 283-322.
Liang, C. J., & Chen, H. J. (2009). A study of the impacts of website quality on customer relationship performance. Total Quality Management, 20(9), 971-988.
Pratama, G., & Ridanasti, E. (2023). A Study of The Relationship Among Shopee E-commerce Platform E-service Quality, E-trust, E-customer Satisfaction and Behavioral Intentions of Online Shopping Customers. International Journal of Management Science and Information Technology, 3(2), 266-279.
Seddon, P. B., Staples, S., Patnayakuni, R., & Bowtell, M. (1999). Dimensions of information systems success. Communications of the Association for Information Systems, 2(1), 20.
DeLone, W. H., & McLean, E. R. (2016). Information systems success measurement. Foundations and Trends® in Information Systems, 2 (1), 1-116.
Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model. Total Quality Management & Business Excellence, 28(5-6), 559-577.
Stvilia, B., Gasser, L., Twidale, M. B., & Smith, L. C. (2007). A framework for information quality assessment. Journal of the American society for information science and technology, 58(12), 1720-1733.
Wang, Y. S., & Liao, Y. W. (2008). Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success. Government information quarterly, 25(4), 717-733.
Matute, J., Polo-Redondo, Y., & Utrillas, A. (2016). The influence of EWOM characteristics on online repurchase intention: Mediating roles of trust and perceived usefulness. Online Information Review, 40(7), 1090-1110.
Johnston, R. (1995). The determinants of service quality: satisfiers and dissatisfiers. International journal of service industry management, 6(5), 53-71.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
Van Dyke, T. P., Kappelman, L. A., & Prybutok, V. R. (1997). Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire. MIS quarterly, 195-208.
Alarifi, A. A., & Husain, K. S. (2023). The influence of Internet banking services quality on e-customers’ satisfaction of Saudi banks: comparison study before and during COVID-19. International Journal of Quality & Reliability Management, 40(2), 496-516.
Kim, Y., & Lee, H. S. (2014). Quality, perceived usefulness, user satisfaction, and intention to use: An empirical study of ubiquitous personal robot service. Asian Social Science, 10(11), 1.
Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS quarterly, 51-90.
Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers’e-service quality perception, satisfaction and intention. International Journal of Information Management, 30(6), 481-492.
Setia, P., Setia, P., Venkatesh, V., & Joglekar, S. (2013). Leveraging digital technologies: How information quality leads to localized capabilities and customer service performance. MIS quarterly, 565-590.
Murer, S., & Bonati, B. (2010). Managed evolution: a strategy for very large information systems. Springer Science & Business Media.
Fan, H., & Poole, M. S. (2006). What is personalization? Perspectives on the design and implementation of personalization in information systems. Journal of Organizational Computing and Electronic Commerce, 16(3-4), 179-202.
Lee, S., Lee, Y., Lee, J. I., & Park, J. (2015). Personalized e-services: consumer privacy concern and information sharing. Social Behavior and Personality: an international journal, 43(5), 729-740.
Liang, T. P., & Lai, H. J. (2002). Effect of store design on consumer purchases: an empirical study of on-line bookstores. Information & management, 39(6), 431-444.
Li, S. S., & Karahanna, E. (2015). Online recommendation systems in a B2C E-commerce context: a review and future directions. Journal of the association for information systems, 16(2), 2.
Montoya-Weiss, M. M., Voss, G. B., & Grewal, D. (2003). Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Journal of the academy of marketing Science, 31(4), 448-458.
Suki, N. M. (2016). Consumer environmental concern and green product purchase in Malaysia: structural effects of consumption values. Journal of Cleaner Production, 132, 204-214.
Dinev, T., McConnell, A. R., & Smith, H. J. (2015). Research commentary—informing privacy research through information systems, psychology, and behavioral economics: thinking outside the “APCO” box. Information Systems Research, 26(4), 639-655.
Tsai, Y. H. H., Bai, S., Liang, P. P., Kolter, J. Z., Morency, L. P., & Salakhutdinov, R. (2019, July). Multimodal transformer for unaligned multimodal language sequences. In Proceedings of the conference. Association for computational linguistics. Meeting (Vol. 2019, p. 6558). NIH Public Access.
Kim, D., Park, K., Park, Y., & Ahn, J. H. (2019). Willingness to provide personal information: Perspective of privacy calculus in IoT services. Computers in Human Behavior, 92, 273-281.
Cloarec, J. (2020). The personalization–privacy paradox in the attention economy. Technological Forecasting and Social Change, 161, 120299.
Li, H., & Kannan, P. K. (2014). Attributing conversions in a multichannel online marketing environment: An empirical model and a field experiment. Journal of marketing research, 51(1), 40-56.
Parise, S., Guinan, P. J., & Kafka, R. (2016). Solving the crisis of immediacy: How digital technology can transform the customer experience. Business Horizons, 59(4), 411-420.
Toch, E., Wang, Y., & Cranor, L. F. (2012). Personalization and privacy: a survey of privacy risks and remedies in personalization-based systems. User Modeling and User-Adapted Interaction, 22, 203-220.
Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International journal of bank marketing, 34(3), 280-306.
Salem, S. F., & Alanadoly, A. B. (2024). Driving customer engagement and citizenship behaviour in omnichannel retailing: evidence from the fashion sector. Spanish Journal of Marketing-ESIC, 28(1), 98-122.
Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS quarterly, 351-370.
Koivisto, J., & Hamari, J. (2019). The rise of motivational information systems: A review of gamification research. International journal of information management, 45, 191-210.
Aldoseri, A., Al-Khalifa, K., & Hamouda, A. (2023). A roadmap for integrating automation with process optimization for AI-powered digital transformation.
Dwivedi, Y. K., Ismagilova, E., Hughes, D. L., Carlson, J., Filieri, R., Jacobson, J., ... & Wang, Y. (2021). Setting the future of digital and social media marketing research: Perspectives and research propositions. International journal of information management, 59, 102168.
Nisar, T. M., & Prabhakar, G. (2017). What factors determine e-satisfaction and consumer spending in e-commerce retailing?. Journal of retailing and consumer services, 39, 135-144.
Verhagen, T., Swen, E., Feldberg, F., & Merikivi, J. (2015). Benefitting from virtual customer environments: An empirical study of customer engagement. Computers in Human Behavior, 48, 340-357.
Odeh, A. H. A., & Tareq, A. O. (2021). Electronic Customer Satisfaction Using Electronic Personalization and Social Media Marketing Model. International Journal of Entrepreneurship, 25, 1-11.
Uzunboylu, H., & Ozdamli, F. (2011). Teacher perception for m?learning: scale development and teachers' perceptions. Journal of Computer assisted learning, 27(6), 544-556.
Hew, K. F., Lan, M., Tang, Y., Jia, C., & Lo, C. K. (2019). Where is the “theory” within the field of educational technology research?. British Journal of Educational Technology, 50(3), 956-971.
Abdullah, M., Daffa, W. H., Bashmail, R. M., Alzahrani, M., & Sadik, M. (2015). The impact of learning styles on learner’s performance in e-learning environment. International Journal of Advanced Computer Science and Applications, 6(9), 24-31.
Ploderer, B., Brown, R., Seng, L. S. D., Lazzarini, P. A., & van Netten, J. J. (2018). Promoting self-care of diabetic foot ulcers through a mobile phone app: user-centered design and evaluation. JMIR diabetes, 3(4), e10105.
Rahimi, B., Nadri, H., Afshar, H. L., & Timpka, T. (2018). A systematic review of the technology acceptance model in health informatics. Applied clinical informatics, 9(03), 604-634.
Kumar, V., & Venkatesan, R. (2005). Who are the multichannel shoppers and how do they perform?: Correlates of multichannel shopping behavior. Journal of Interactive marketing, 19(2), 44-62.
Xie, J., Girshick, R., & Farhadi, A. (2016). Unsupervised deep embedding for clustering analysis. In International conference on machine learning (pp. 478-487). PMLR.
Smith, A. D., & Clinton, S. R. (2015). ECommerce AND ITS IMPACT ON EXPECTATIONS OF CUSTOMER SERVICE AND QUALITY CONTROL. ADVANCES IN BUSINESS AND MANAGEMENT, 1.
Gaber, H. R., Wright, L. T., & Kooli, K. (2019). Consumer attitudes towards Instagram advertisements in Egypt: The role of the perceived advertising value and personalization. Cogent Business & Management, 6(1), 1618431.
Sarker, M. N. I., Wu, M., Cao, Q., Alam, G. M., & Li, D. (2019). Leveraging digital technology for better learning and education: A systematic literature review. International Journal of Information and Education Technology, 9(7), 453-461.
Nusair, K., & Hua, N. (2010). Comparative assessment of structural equation modeling and multiple regression research methodologies: E-commerce context. Tourism management, 31(3), 314-324.
Zheng, Y., Zhao, K., & Stylianou, A. (2013). The impacts of information quality and system quality on users' continuance intention in information-exchange virtual communities: An empirical investigation. Decision support systems, 56, 513-524.
Liu, Q., Wan, H., & Yu, H. (2023). Application and influence of big data analysis in marketing strategy. Frontiers in Business, Economics and Management, 9(3), 168-171.
Aljohani, N. (2023). Utilization of Data Science Analytics on Mobile Commerce Applications Marketing Strategies: An Example of the Influence of Personalized Offers on the Usage Intentions of Saudi Consumers. International Journal of Interactive Mobile Technologies, 17(20).
Li, J., Galley, M., Brockett, C., Spithourakis, G. P., Gao, J., & Dolan, B. (2016). A persona-based neural conversation model. arXiv preprint arXiv:1603.06155.
Verhoef, P. C., Stephen, A. T., Kannan, P. K., Luo, X., Abhishek, V., Andrews, M., ... & Zhang, Y. (2017). Consumer connectivity in a complex, technology-enabled, and mobile-oriented world with smart products. Journal of Interactive Marketing, 40(1), 1-8.
Hemker, S., Herrando, C., & Constantinides, E. (2021). The transformation of data marketing: how an ethical lens on consumer data collection shapes the future of marketing. Sustainability, 13(20), 11208.
Sathiyavany, N., & Shivany, S. (2018). E-banking service qualities, e-customer satisfaction, and e-loyalty: a conceptual model. The International Journal of Social Sciences and Humanities Invention, 5(6), 4808-4819.
Fared, M. A., Darmawan, D., & Khairi, M. (2021). Contribution of E-Service Quality to Repurchase Intention with Mediation of Customer Satisfaction: Study of Online Shopping Through Marketplace. Journal of Marketing and Business Research (MARK), 1(2), 93-106.
Treesinthuros, P. (2012). A study of Airline e-personalization features affecting Airline customer e-satisfaction and e-loyalty.
Demir, A., Maroof, L., Sabbah Khan, N. U., & Ali, B. J. (2021). The role of E-service quality in shaping online meeting platforms: a case study from higher education sector. Journal of Applied Research in Higher Education, 13(5), 1436-1463.
Liang, T. P., Lai, H. J., & Ku, Y. C. (2006). Personalized content recommendation and user satisfaction: Theoretical synthesis and empirical findings. Journal of Management Information Systems, 23(3), 45-70.

(Yang et al., 2024)
Yang, X., Ali, N. A., & Tat, H. H. (2024). The Mediating Role of Electronic Personalization in Online Travel Platform: A Conceptual Framework. International Journal of Academic Research in Business and Social Sciences, 14(5), 274–288.

Copyright: © 2024 The Author(s)
Published by HRMARS (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seenavc at: http://creativecommons.org/licences/by/4.0/legalcode