haku: @author Kim, W.G. / yhteensä: 5
viite: 5 / 5
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| Tekijä: | Kim, W.G. Lee, H.Y. |
| Otsikko: | Comparison of Web service quality between online travel agencies and online travel suppliers |
| Lehti: | Journal of Travel & Tourism Marketing
2004 : VOL. 17:2-3, p. 105-116 |
| Asiasana: | Tourist industry Travel agents Internet Service Quality |
| Vapaa asiasana: | WWW |
| Kieli: | eng |
| Tiivistelmä: | This study aims to: 1. identify the underlying dimensions of Web service quality btw. online (here as: ol.) travel agencies (here as: tr-ags.) and ol. travel suppliers (here as: tr-supps.), and 2. compare the magnitude of Web service quality dimensions btw. ol. tr-ags. and ol. tr-supps. in explaining the overall level of customer satisfaction. The study found that ol. tr-ags. and ol. tr-supps. share similar commonalities with regard to information content, reputation and security, structure and ease of use, and usefulness commonly derived dimensions of Web service quality. Information content was found to be the most important dimension of ol. tr-ags. in explaining the overall level of customer satisfaction while structure and ease of use was thought of as the most important dimension of ol. travel suppliers. |
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