scholarly journals A Study on E-service Quality Dimensions for Online Travel Agencies

2018 ◽  
Vol 228 ◽  
pp. 05011
Author(s):  
Yuxin Li
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Ease Of Use ◽  
Travel Agencies ◽  
Managerial Implications ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Online Travel ◽  
Interactive Service ◽  
Online Travel Agencies

With increasingly intense competition among online travel agencies, e-service quality has received widespread attention as a fundamental determinant for OTAs to stand out. This study takes a careful look into the underlying dimensions of e-service quality by using quantitative data collection method. Four core dimensions, namely Interactive Service Quality, Ease of Use, Information Quality, as well as Visual Appeal are identified as a result of factor analysis. In addition, important managerial implications with regard to this finding are discussed.

M-shopping service quality dimensions and their effects on customer trust and loyalty: an empirical study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ruoqing Zhang ◽  
Minjoon Jun ◽  
Sergio Palacios
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Perceived Risk ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Trust

PurposeThe present study seeks to identify the salient mobile shopping (m-shopping) service quality dimensions as perceived by mobile shoppers (m-shoppers) and examines the linkages between the derived m-shopping service quality dimensions, customer trust and customer loyalty.Design/methodology/approachThe research instrument is developed based upon the mostly validated measures of prior studies. A pretest of the questionnaire is conducted to assess the content validity of the measurement scales. An online survey is used to collect the required data. We employ structural equation modeling (SEM) to analyze data collected from 286 m-shoppers.FindingsWe identify five key m-shopping service quality dimensions: responsiveness, personalization, ease of use, aesthetics and perceived risk based on an extensive review of relevant literature. The SEM results show that all the five m-shopping service quality dimensions significantly impact, directly and/or indirectly, customer loyalty. Moreover, the results show that trust plays a partial mediating role in the effects of responsiveness and personalization on loyalty; a full mediating role in the effects of aesthetics and perceived risk on loyalty and no mediating role in the effect of ease of use on loyalty.Practical implicationsMobile retailers (m-retailers) can use the quality measurement tool developed in this study to detect service quality weaknesses and strengths. Based on their quality assessment, m-retailers can effectively allocate corporate resources to the important service quality attributes uncovered by this study, thereby improving their overall service quality performance and in turn expanding their loyal customer base.Originality/valuePrior studies have demonstrated that service quality and customer trust play a pivotal role in enhancing customer loyalty in both offline and online settings. Unfortunately, no research has empirically examined the relationships between service quality dimensions, trust and loyalty in the context of m-shopping. Therefore, a major contribution of this study is to address this research gap and add knowledge to the limited body of post-adoption m-shopping research.

Online search engines and online travel agencies: A Comparative Approach

2020 ◽  
pp. 109634802098010
Author(s):  
Silvia Angeloni ◽  
Claudio Rossi
Keyword(s):  
Analytical Model ◽  
Search Engines ◽  
Online Advertising ◽  
Online Marketing ◽  
Comparative Approach ◽  
Online Search ◽  
Travel Agencies ◽  
Managerial Implications ◽  
Online Travel ◽  
Online Travel Agencies

The present research provides insights into the complex landscape of online advertising channels to support tourism organizations in formulating their marketing strategies. People often use search engines and online travel agencies in a very similar way. The aim and sequence of actions that consumers perform on Google or Booking.com are exactly the same, but for the potential sellers each channel presents different costs and attributes. In the Google model, firms make bids and pay on a cost-per-click basis. In the Booking.com model, firms pay commissions based on the value of services sold. Under budget constraints, one of the first problems a company may encounter is determining the resource allocation to different channels. Hence, an analytical model is introduced to compare the profits generated from online search engines and online travel agencies. Assuming a trade-off between different online marketing channels, the study suggests the maximum cost per click that a tourism organization should pay to benefit from search engine marketing as much as from online travel agencies. The analytical model is tested empirically by using data from two hotels and managerial implications are discussed.

scholarly journals Service Quality Dimensions Influencing Online Buying Satisfaction Level of Customers in the Kathmandu Valley

2019 ◽  
Vol 4 (2) ◽  
pp. 70-80
Author(s):  
Raunak Bohra ◽  
Puja Tamang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Relationship ◽  
Information Quality ◽  
Data Gathering ◽  
Kathmandu Valley ◽  
Satisfaction Level ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Online Buying

This paper examines the factors influencing customer’s online shopping buying satisfaction level inside the Kathmandu Valley. It establishes a relationship between service quality dimensions with customer satisfaction in Nepalese online buying through correlation analysis. Seven service quality dimensions were selected for this research. They are information quality, usability, reliability, responsiveness, assurance, transaction security and personalisation. Data gathering was carried out developing a structured questionnaire which was distributed both through online and printed form using a convenience sampling method. The study has analysed the responses of 160 online shoppers (aged above 18 years) residing in the. The study confirms the absence of significant relationship between website usability and responsiveness while shows a positively significant relationship between other service quality (SERVQUAL) dimensions taken for this research. The proposed model in this study helps to ascertain the factors that influence online buying satisfaction level. Further, study concludes that while shopping online, websites with good layout and interaction helps promote customer satisfaction. Similarly, website reliability such as timely delivery of products, being truthful about its offerings, and fast delivery are considered as important elements for customer satisfaction.

Measuring E-Service Quality for Online Travel Agencies

2010 ◽  
Vol 27 (3) ◽  
pp. 306-323 ◽  
Author(s):  
Nelson Kee Fu Tsang ◽  
Michael T. H. Lai ◽  
Rob Law
Keyword(s):  
Service Quality ◽  
Travel Agencies ◽  
Online Travel ◽  
Online Travel Agencies

scholarly journals SEQUENCE OF ELECTRONIC SERVICE QUALITY ON CUSTOMER SATISFACTION

2014 ◽  
Vol 2 (3) ◽  
pp. 10-24
Author(s):  
Fahd AL-Farsi ◽  
Abdullah Basahel
Keyword(s):  
Service Quality ◽  
Qualitative Inquiry ◽  
Ease Of Use ◽  
Customer Relationship ◽  
Three Dimensions ◽  
Quality Factors ◽  
Electronic Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

This study investigates the impact of electronic service quality dimensions on customers’ satisfaction. Finding indicates that customers are satisfied in three dimensions: information, ease of use and security/privacy while they answer with “Neutral” for the other dimensions: design, reliability and interactivity/personalization which in turns did affect the overall satisfaction. Furthermore, the recommendations of this research were as follows: Organization should give more attention to its e-service quality especially in the three dimensions which did not meet its customer’s expectation which are: interactivity/personalization, design and reliability. However, as the users become more mature, they know exactly what they expect to be e-service quality factors. Therefore, It will be valuable to find out the solutions to reduce failures in firm electronic service quality and fill the gap between what is perceived by the customers view through in depth qualitative inquiry. The solution will include the integration of internal functional departments and external integrations of channel. Nowadays, called customer relationship management (CRM) and supply chain management have become the main factors.

An examination of the online service-profit chain

2015 ◽  
Vol 43 (8) ◽  
pp. 727-751 ◽  
Author(s):  
Grégory Bressolles ◽  
Francois Durrieu ◽  
Kenneth R Deans
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Ease Of Use ◽  
Future Research ◽  
Content Type ◽  
Online Retailers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Information Aesthetics ◽  
Service Profit Chain

Purpose – The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context. Design/methodology/approach – A total of 2,813 internet customers filled in an online questionnaire after completing a specified task on one of 28 wine web sites from seven countries. Findings – The results highlight the impact of the dimensions of e-service quality (information, aesthetics, ease of use, security/privacy, and reliability) on the dimensions of online CV (functional, economic, and social value) as they affect e-satisfaction, which in turn influences e-loyalty. The results validate the SPC in an e-commerce context and also stress the partial mediating role of the dimensions of online CV between the dimensions of e-service quality and e-satisfaction. Research limitations/implications – The sample may not exactly match the customer profile of the web sites analyzed. In order to generalize the results, future research should replicate this study with a customer sample from each web site. Future research could also take into account other variables that may have an influence on the relationships identified. Additionally it would be interesting to replicate the study in other industries and undertake longitudinal studies in one or more industries. Practical implications – From a managerial point of view, online retailers, especially in the wine sector, can positively affect CV, satisfaction, and loyalty by focussing on information, aesthetics, ease of use, security/privacy, and reliability. Originality/value – This paper is the first to study the SPC by examining service quality dimensions, CV dimensions, satisfaction, and loyalty in an online context. It extends the knowledge of online retailing by validating the SPC on the dimensions of traditional service concepts, such as service quality and CV. The findings can assist online retailers to better understand the dynamics of online customer relationships and the implications for customer satisfaction and ultimately loyalty.

Ranking Mobile Wallet Service Providers Using Fuzzy Multi-Criteria Decision-Making Approach

2021 ◽  
Vol 17 (4) ◽  
pp. 19-39
Author(s):  
Ashwarya Kapoor ◽  
Rajiv Sindwani ◽  
Manisha Goel
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Service Providers ◽  
Fuzzy Topsis ◽  
Extensive Literature ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service ◽  
Key Dimensions ◽  
Topsis Technique

The aim of this paper is to identify key dimensions of mobile wallet (m-wallet) service quality and to prioritize mobile wallet service providers on the basis of these dimensions. Based on extensive literature review and discussion with an expert, six key dimensions of m-wallet service quality, namely convenience, reliability and security, responsiveness, aesthetics, accessibility, and information quality/content, are proposed in this paper. Fuzzy TOPSIS approach is proposed to evaluate and rank mobile wallet alternatives. Four major mobile wallet players from the Indian market are prioritized on the basis of six key service quality dimensions. Examination of the literature indicates that this study is among the first attempts to identify m-wallet service quality dimensions as well as to prioritize mobile wallet alternatives using fuzzy TOPSIS. The findings will be valuable to academicians and practitioners alike. The key dimensions proposed in the paper will enlighten m-wallet service providers about the aspects of services to be focused on. Moreover, the fuzzy TOPSIS technique discussed in this paper will help m-wallet companies to compare them with their competitors. This will help managers to develop strategies to improve their services. On the academic front, the study will extend the knowledge base in the field of self-service technologies.

Sign in / Sign up

Export Citation Format

Share Document