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- Title
Evaluating Applicability of E-service Quality in Online Hotel Bookings.
- Authors
Seung Hyun Kim; Singh, A. J.; Sungsik Yoon
- Abstract
This study evaluates applicability of E-service quality measurements in the context of online hotel bookings. Data was collected from an online survey of undergraduate college students at two universities in the United States. The Transaction Process-based Framework (eTransQual) conceptualized by Bauer et al. (2006) was adapted, and the dimensionality of e-service quality was identified. The study identified process/reliability as the most important factor influencing overall quality of booking websites.
- Subjects
UNITED States; HOTEL reservation systems; COLLEGE students; WEBSITES; QUALITY of service; ELECTRONIC services
- Publication
FIU Hospitality Review, 2012, Vol 30, Issue 1, p75
- ISSN
0739-7011
- Publication type
Article