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| Author: | Tsang, N. K. F. Lai, M. T. H. Law, R. |
| Title: | Measuring e-service quality for online travel agencies |
| Journal: | Journal of Travel & Tourism Marketing
2010 : APR-MAY, VOL 27:3, p. 306-323 |
| Index terms: | electronic commerce service quality travel agents perception Hong Kong |
| Language: | eng |
| Abstract: | Measuring e-service quality is crucial for online travel agencies due to the extreme competition of the industry. Using qualitative and quantitative data collection methods, this article studies the dimensions used by customers and evaluates the service quality of online travel agencies. It also examines the relationship of these dimensions to customer satisfaction and repurchase intentions. Six dimensions for the quality of online service are identified, of which Website Functionality is found to be the most important regarding customer satisfaction and repurchase intentions. |
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