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

Yuxin Li, G. Lee
2018 MATEC Web of Conferences  
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
more » ... mportant managerial implications with regard to this finding are discussed.
doi:10.1051/matecconf/201822805011 fatcat:a3ucf25udrf4fp227j4vkarcem