Measuring E-Service Quality for Online Travel Agencies

REFERENCES

• Ajzen , I. and Fishbein , M. 1975 . Belief, attitude, intention and behavior: An introduction to theory and research , Reading, MA : Addison-Wesley .
   Google Scholar
• Anderson , E. and Sullivan , M. 1993 . The antecedents and consequences of customer satisfaction for firms . Marketing Science , 12 ( 2 ) : 125 – 143 .
   Web of Science ®Google Scholar
• Bai , B. , Hu , C. , Elsworth , J. and Countryman , C. 2004 . Online travel planning and college students: The spring break experience . Journal of Travel & Tourism Marketing , 17 ( 2–3 ) : 79 – 91 .
   Google Scholar
• Beritelli , P. , Bieger , T. and Laesser , C. 2007 . The impact of the Internet on information sources portfolios: Insight from a mature market . Journal of Travel & Tourism Marketing , 22 ( 1 ) : 63 – 80 .
   Google Scholar
• Bhattacherjee , A. 2001 . An empirical analysis of the antecedents of electronic commerce service continuance . Decision Support Systems , 32 ( 2 ) : 201 – 214 .
   Web of Science ®Google Scholar
• Bolton , R. N. and Drew , J. H. 1994 . “ Linking customer satisfaction to service operations and outcomes ” . In Service quality: New directions on theory and practice , Edited by: Rust , R. T. and Oliver , R. L. 173 – 200 . Thousand Oaks, CA : Sage .
   Google Scholar
• Cai , S. and Jun , M. 2003 . Internet users' perceptions of online service quality: A comparison of online buyers and information searchers . Managing Service Quality , 13 ( 6 ) : 504 – 519 .
   Google Scholar
• Cho , Y. C. and Agrusa , J. 2006 . Assessing use acceptance and satisfaction toward online travel agencies . Information Technology & Tourism , 8 ( 3–4 ) : 179 – 195 .
   Google Scholar
• Chu , R. 2001 . What online Hong Kong travelers look for on airline/travel websites? . International Journal of Hospitality Management , 20 ( 1 ) : 95 – 100 .
   Google Scholar
• Collier , J. E. and Bienstock , C. C. 2006 . Measuring service quality in E-retailing . Journal of Service Research , 83 ( 3 ) : 260 – 275 .
   Google Scholar
• Conlon , D. E. and Murray , N. M. 1996 . Customer perceptions of corporate responses to product complaints: The role of explanations . Academy of Management Journal , 39 ( 4 ) : 1040 – 1056 .
   Web of Science ®Google Scholar
• Cronin , J. and Taylor , S. 1992 . Measuring service quality: A reexamination and extension . Journal of Marketing , 56 ( 3 ) : 55 – 68 .
   Web of Science ®Google Scholar
• Davori , P. , Mazzoni , F. and Corradini , E. 2005 . Quality assessment of cultural web site with fuzzy operators . Journal of Computer Information System , 46 ( 1 ) : 44 – 57 .
   Google Scholar
• Dickinger , A. and Bauernfeind , U. 2009 . An analysis of corporate e-mail communication as part of airlines' service recovery strategy . Journal of Travel & Tourism Marketing , 26 : 156 – 168 .
   Web of Science ®Google Scholar
• Gan , L. , Sim , C. J. , Tan , H. L. and Tan , J. 2006 . Online relationship marketing by Singapore hotel websites . Journal of Travel & Tourism Marketing , 20 ( 3–4 ) : 1 – 19 .
   Google Scholar
• Garson, G. D. (2001). PA 765 statnotes: An online textbook. http://faculty.chass. ncsu.edu/garson/PA765/factor.htm#kmo (Accessed: 31 May 2009 ).
   Google Scholar
• Gertner , R. K. , Berger , K. A. and Gertner , D. 2006 . Country-dot-com: Marketing and branding destinations online . Journal of Travel & Tourism Marketing , 21 ( 2–3 ) : 105 – 116 .
   Google Scholar
• Gregory , S. R. , Kline , S. F. and Breiter , D. 2005 . Group sales and marketing in convention hotels: Internet and web usage . Journal of Travel & Tourism Marketing , 18 ( 1 ) : 67 – 77 .
   Google Scholar
• Hair , H. F. , Black , W. C. , Babin , B. J. and Anderson , R. E. 2010 . Multivariate data analysis , 7th , New Jersey : Prentice Hall .
   Google Scholar
• Han , J. H. and Mills , J. E. 2006 . The use of problematic integration theory to assess destination online promotion activities: The case of Australia.com in the United States market . Journal of Travel & Tourism Marketing , 20 ( 3–4 ) : 93 – 105 .
   Google Scholar
• Harteveldt, H. H. (2009, January 20). US online travel forecast, 2008 to 2013. Forrester. http://www.forrester.com/Research/Document/Excerpt/0,7211,47559,00.html (Accessed: 31 January 2009 ).
   Google Scholar
• Hernon , P. and Calvert , P. 2005 . E-service quality in libraries: Exploring its features and dimensions . Library & Information Science Research , 27 ( 3 ) : 377 – 404 .
   Google Scholar
• Ho , C. I. and Lee , Y. L. 2007 . The development of an E‐travel service quality scale . Tourism Management , 28 ( 5 ) : 1434 – 1449 .
   Google Scholar
• Hoffman , K. D. and Bateson , J. E. G. 1997 . Essentials of services marketing , Orlando, FL : Dryden .
   Google Scholar
• Hong Kong Census and Statistics Department . 2008 . Thematic household survey report , Hong Kong : Hong Kong Government Information Services . (Report No. 37)
   Google Scholar
• Jeong , M. and Lambert , C. U. 2001 . Adaptation of an information quality framework to measure customers' behavioral intentions to use lodging websites . International Journal of Hospitality Management , 20 ( 2 ) : 129 – 146 .
   Google Scholar
• Kaynama , S. A. and Black , C. I. 2000 . A proposal to assess the service quality of online travel agencies: An exploratory study . Journal of Professional Services Marketing , 21 ( 1 ) : 63 – 89 .
   Google Scholar
• Kehoe , C. and Pitkow , J. 1996 . Surveying the territory: GVU's five WWW user surveys . The World Wide Web Journal , 1 ( 3 ) : 77 – 84 .
   Google Scholar
• Kim , D. J. , Kim , W. G. and Han , J. S. 2007 . A perceptual mapping of online travel agencies and preference attributes . Tourism Management , 28 ( 2 ) : 591 – 603 .
   Web of Science ®Google Scholar
• Kim , W. G. and Lee , H. Y. 2004 . Comparison of web service quality between online travel agencies and online travel supplies . Journal of Travel & Tourism Marketing , 17 ( 2–3 ) : 105 – 116 .
   Google Scholar
• Kuo , Y. F. 2003 . A study on service quality of virtual community web sites . Total Quality Management , 14 ( 4 ) : 461 – 473 .
   Google Scholar
• Lang , T. C. 2000 . The effect of the Internet on travel consumer purchasing behaviour and implication for travel agencies . Journal of Vacation Marketing , 6 ( 4 ) : 368 – 385 .
   Google Scholar
• Law , R. and Lau , W. 2004 . A study of the perceptions of Hong Kong hotel managers on the potential disintermediation of travel agencies . Journal of Travel & Tourism Marketing , 17 ( 2–3 ) : 117 – 131 .
   Google Scholar
• Law , R. and Leung , R. 2000 . A study of airlines' online reservation service on the Internet . Journal of Travel Research , 39 ( 2 ) : 202 – 211 .
   Google Scholar
• Lee , C. J. 2002 . Aspects of emic and etic measurement: Lessons from Mary Poppins . American Journal of Occupational Therapy , 56 ( 2 ) : 214 – 216 .
   Google Scholar
• Lee , G. G. and Lin , H. F. 2005 . Customer perceptions of E‐service quality in online shopping . International Journal of Retail & Distribution Management , 33 ( 2 ) : 161 – 176 .
   Google Scholar
• Lewis , B. R. 1993 . Service quality: Recent developments in financial service . International Journal of Bank Marketing , 11 ( 6 ) : 19 – 25 .
   Google Scholar
• Loiacono , E. T. , Watson , R. T. and Goodhue , D. L. 2000 . WebQual™: A web site quality instrument (Working paper) , Worcester, MA : Worcester Polytechnic Institute .
   Google Scholar
• Mayr , T. and Zins , A. H. 2009 . Acceptance of online vs. traditional travel agencies . Anatolia , 20 ( 1 ) : 164 – 177 .
   Google Scholar
• Mistilis , N. and D'Ambra , J. 2008 . The visitor experience and perception of information quality at the Sydney Visitor Information Centre . Journal of Travel & Tourism Marketing , 24 ( 1 ) : 35 – 46 .
   Web of Science ®Google Scholar
• Morrison , A. M. , Taylor , J. S. and Douglas , A. 2004 . Website evaluation in tourism and hospitality: The art is not yet stated . Journal of Travel & Tourism Marketing , 17 ( 2–3 ) : 233 – 251 .
   Google Scholar
• Park , Y. A. , Gretzel , U. and Turk , E. S. 2007 . Measuring web site quality for online travel agencies . Journal of Travel & Tourism Marketing , 23 ( 1 ) : 16 – 30 .
   Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 ( 1 ) : 13 – 40 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1994 . Reassessment of expectations as a comparison standard on measuring service quality: Implications of further research . Journal of Marketing , 58 ( 1 ) : 111 – 124 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Malhotra , A. 2005 . E-S-QUAL: A multiple-item scale for assessing electronic service quality . Journal of Service Research , 7 ( 3 ) : 213 – 233 .
   Web of Science ®Google Scholar
• Perdue , R. R. 2001 . Internet site evaluations: The influence of behavioral experience, existing images, and selected website characteristic . Journal of Travel & Tourism Marketing , 11 ( 2–3 ) : 21 – 38 .
   Google Scholar
• Rao , S. S. 2000 . E-Commerce: The medium is the mart . New Library World , 101 ( 1154 ) : 53 – 59 .
   Google Scholar
• Reichheld , F. F. and Sasser , W. E. 1990 . Zero defections: Quality comes to services . Harvard Business Review , 68 ( 5 ) : 105 – 111 .
   PubMed Web of Science ®Google Scholar
• Santos , J. 2003 . E-Service quality: A model of virtual service quality dimensions . Managing Service Quality , 13 ( 3 ) : 233 – 246 .
   Google Scholar
• Sekaran , U. 2000 . Research methods for business: A skills building approach , 3rd , New York : John Wiley and Sons .
   Google Scholar
• Shchiglik , C. and Barnes , S. J. 2004 . Evaluating website quality in the airline industry . Journal of Computer Information Systems , 44 ( 3 ) : 17 – 25 .
   Web of Science ®Google Scholar
• Shea , L. , Enghagen , L. and Khullar , A. 2004 . Internet diffusion of an e-complaint: A content analysis of unsolicited responses . Journal of Travel & Tourism Marketing , 17 ( 2–3 ) : 145 – 165 .
   Google Scholar
• Sim , S. May–June 2000 . “ E-Commerce grabs hold in Hong Kong ” . In E-Strategy May–June , 12 – 18 .
   Google Scholar
• Stevens , P. , Knutson , B. and Patton , M. 1995 . Dineserv: A tool for measuring service quality in restaurant . Cornell Hotel and Restaurant Administration Quarterly , 36 ( 2 ) : 56 – 60 .
   Google Scholar
• Szymanski , D. M. and Hise , R. T. 2000 . E-satisfaction: An initial examination . Journal of Retailing , 76 ( 3 ) : 309 – 322 .
   Web of Science ®Google Scholar
• Than , C. R. and Grandon , E. 2002 . An exploratory examination of factors affecting online sales . Journal of Computer Information Systems , 42 ( 3 ) : 87 – 93 .
   Google Scholar
• Travel Industry Association of America. (2005). Travelers' use of the Internet. http://www.tia.org/travel/summTech05.PDF (Accessed: 31 January 2009 ).
   Google Scholar
• Van Riel , A. C. R. , Semeijn , J. and Janssen , W. 2003 . E‐service quality expectations: A case study . Online Travel Agency Quality Management , 14 ( 4 ) : 437 – 450 .
   Google Scholar
• Wang , Y. 2008 . Examining the level of sophistication and success of destination marketing systems: Impacts of organizational factors . Journal of Travel & Tourism Marketing , 24 ( 1 ) : 81 – 98 .
   Web of Science ®Google Scholar
• Wang , Y. and Tang , T. 2003 . Assessing customer perceptions of web site service quality in digital marketing environments . Journal of End User Computing , 15 ( 3 ) : 15 – 31 .
   Google Scholar
• Wolfinbarger , M. and Gilly , M. C. 2003 . eTailQ: Dimensionalizing, measuring and predicting etail quality . Journal of Retailing , 79 ( 3 ) : 183 – 198 .
   Web of Science ®Google Scholar
• Yang , Z. Consumer perceptions of service quality in Internet based electronic commerce . Proceedings of the 30th EMAC Conference . Bergen, Norway. Edited by: Breivik , E. , Falkenberg , A. W. and Gtonhaug , K. pp. 79 Norwegian School of Economics and Business Administration .
   Google Scholar
• Yang , Z. and Jun , M. 2002 . Consumer perception of E‐service quality: From Internet purchaser and non-pur‐chaser perspectives . Journal of Business Strategies , 19 ( 1 ) : 19 – 41 .
   Google Scholar
• Yang , Z. , Jun , M. and Peterson , R. T. 2004 . Scale development and managerial implications . International Journal of Operations & Production Management , 24 ( 11 ) : 1149 – 1174 .
   Web of Science ®Google Scholar
• Yoo , B. and Donthu , N. 2001 . Developing a scale to measure the perceived quality of an Internet Site (SITEQUAL) . Quarterly Journal of Electronic Commerce , 2 ( 1 ) : 31 – 45 .
   Google Scholar
• Yoon , T. H. and Ekinci , Y. 2003 . An examination of the SERVQUAL dimensions using the Guttman Scaling Procedure . Journal of Hospitality & Tourism Research , 27 ( 1 ) : 3 – 23 .
   Google Scholar
• Zeithaml , V. A. , Berry , L. L. and Parasuraman , A. 1996 . The behavior consequences of service quality . Journal of Marketing , 60 ( 2 ) : 31 – 46 .
   Web of Science ®Google Scholar
• Zeithaml , V. A. and Bitner , M. J. 2000 . Services marketing: Integrating customer focus across the firm , 2nd , Boston : McGraw-Hill .
   Google Scholar
• Zeithaml , V. A. , Parasuraman , A. and Malhotra , A. 2000 . A conceptual framework for understanding s-service quality: Implications for future research and managerial practice (Working Paper No. 00-115) , Cambridge, MA : Marketing Science Institute .
   Google Scholar
• Zeithaml , V. A. , Parasuraman , A. and Malhotra , A. 2002 . Service quality delivery through web sites: A critical review of extent knowledge . Journal of the Academy of Marketing Science , 30 ( 4 ) : 362 – 375 .
   Web of Science ®Google Scholar
• Zhang , P. , von Dran , G. M. , Small , R. and Barcellos , S. 1999 . “ Websites that satisfy users: A theoretical framework for web user interface design and evaluation ” . In Proceedings of the 32nd Hawaii International Conference on System Sciences , 2016 – 2023 . Washington, DC : IEEE Computer Society .
   Google Scholar