Measurement of E-service Quality: An Empirical Study in Online Travel Service

Hongxiu Li · Liu Yong · Reima Suomi

64 citations0/0 files storedJournal of the Association for Information Systems

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Customer Service Quality and Loyalty Digital Marketing and Social Media Technology Adoption and User Behaviour

Abstract

Abstract: Information communication technologies (ICTs) have significantly revolutionized travel\nindustry in the last decade. With an increasing number of travel companies participating in the\nInternet market, low price has become a minimum qualification to compete in the Internet market. As\na result, e-service quality is becoming even more critical for companies to retain and attract\ncustomers in the digital age. This study focuses on e-service quality dimensions in the Internet market\nwith an empirical study on online travel service. The purpose of this study is to develop a scale to\nevaluate e-service quality from the perspectives of both online companies and customers, which\nprovides fresh insight into the dimensions of e-service quality. The results in this study indicate that\ntrust from the perspective of customer and ease of use from the perspective of online company are the\nmost critical and important facets in customers’ perception of online travel service quality, while\nreliability, system availability and responsiveness have influence on customer’s perception of online\ntravel service quality as well, but the influence is not so strong as that of trust and ease of use. Online\ntravel service companies should pay attention to the facets of reliability, system availability and\nresponsiveness while focusing on the facets of ease of use and trust in order to improve their online\ntravel service quality to customers.

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References

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