E-Service quality: evaluation of tourism websites

Pourabedin, Zahra (2021) E-Service quality: evaluation of tourism websites. In: Thirumaran, K., Klimkeit, Dirk, and Meng Tang, Chun, (eds.) Service Excellence in Tourism and Hospitality: insights from Asia. Tourism, Hospitality & Event Management . Springer Nature, Cham, Switzerland, pp. 149-164.

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The increasing role of travel websites in distributing tourism products highlights the need to study how travelers interact with tourism websites and what is a good service on the web. E-service quality (e-SQ) features are among the main factors contributing to service excellence and customer satisfaction. Tourism managers should identify and assess the underlying dimensions of electronic service quality, to deliver value-added services to their customers. Hence, tourism providers must constantly ensure their website is efficient, helpful, and appropriate, through proper website evaluation. The main objective of this chapter is to investigate the travel websites’ service quality dimensions. First, the concept of e-service quality (e-SQ) and the conceptual model for e-SQ are clarified. By reviewing the different methods of website evaluation in the tourism industry, this chapter provides a foundation for understanding how travel website design features contribute to website users’ online experience. This knowledge can improve the service delivery by tourism websites; it also helps tourism organizations to evaluate the e-SQ of their websites, to guide improvement efforts to increase the e-SQ level. This chapter provides recommendations for tourism service providers in implementing e-service quality measurements to develop attractive e-SQ attributes.

Item ID: 65959
Item Type: Book Chapter (Research - B1)
ISBN: 978-3-030-57694-3
Keywords: Service excellence, Tourism website, E-service quality, Website design, Website evaluation
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Copyright Information: (C) Springer Nature
Date Deposited: 08 Jul 2021 03:31
FoR Codes: 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350611 Service marketing @ 70%
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3508 Tourism > 350804 Tourism marketing @ 30%
SEO Codes: 11 COMMERCIAL SERVICES AND TOURISM > 1104 Tourism services > 110499 Tourism services not elsewhere classified @ 100%
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