Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/20374
Title: Measuring e-service quality for online travel agencies
Authors: Tsang, NKF 
Lai, MTH
Law, R 
Keywords: E-service quality
Online travel agency
Website
Perception
Issue Date: 2010
Publisher: Routledge, Taylor & Francis Group
Source: Journal of travel & tourism marketing, 2010, v. 27, no. 3, p. 306-323 How to cite?
Journal: Journal of travel & tourism marketing 
Abstract: Online travel agencies face intense competition, and thus have a great need to evaluate the e-service quality of their websites to succeed or even just to survive. The present study explores the underlying dimensions used by online customers to evaluate the e-service quality of online travel agencies, as well as the relationship of these dimensions to customer satisfaction and the repurchase intention, using both qualitative and quantitative data collection techniques. Six underlying dimensions of e-service quality are identified from the results of factor analysis; namely, Website Functionality, Information Quality and Content, Fulfillment and Responsiveness, Safety and Security, Appearance and Presentation, and Customer Relationship. Furthermore, four dimensions-Website Functionality, Information Quality and Content, Safety and Security, and Customer Relationship-are found to significantly influence online customers' evaluation of overall satisfaction and their repurchase intention. The results of multiple regression analysis show Website Functionality to be the most powerful factor in predicting customer satisfaction and the repurchase intention. Implications of the study findings are discussed, and important guidelines for the development of online travel agencies are provided.
URI: http://hdl.handle.net/10397/20374
ISSN: 1054-8408
EISSN: 1540-7306
DOI: 10.1080/10548401003744743
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