The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study
Abstract
The importance of service quality in improving customer satisfaction and loyalty in traditional business settings has been established through the use of such instruments as SERVQUAL.54 However, these established service quality dimensions, or similar measures, have not been applied to electronic commerce settings. Using online travel services as a case study, an assessment tool, E-QUAL, was developed to evaluate the service quality of electronic commerce businesses from the consumers' perspective. In contrast to the existing Web site evaluation tools that focus on the “coolness” or level of “interactivity” of the site, E-QUAL is based on the proven conceptual framework of the SERVQUAL instrument and is adjusted for the unique attributes of the electronic commerce. The findings have theoretical and managerial implications for assessing quality of service for online companies.
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Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
Fodness, D., & Murray, B. (1997) · Annals of Tourism Research · doi:10.1016/s0160-7383(97)00009-1 · Cited by 529
Cited by
E‐service quality: a model of virtual service quality dimensions
Santos, J. (2003) · Managing Service Quality: An International Journal · doi:10.1108/09604520310476490 · Cited by 1,542
The four levels of loyalty and the pivotal role of trust: a study of online service dynamics
Harris, L. C., & Goode, M. M. H. (2004) · Journal of Retailing · doi:10.1016/j.jretai.2004.04.002 · Cited by 1,425
Online customer experience in e-retailing: An empirical model of antecedents and outcomes
Rose, S., Clark, M., Samouel, P., & Hair, N. (2012) · Journal of Retailing · doi:10.1016/j.jretai.2012.03.001 · Cited by 1,131
Customer Loyalty in E-Commerce
Drexel University, & Gefen, D. (2002) · Journal of the Association for Information Systems · doi:10.17705/1jais.00022 · Cited by 1,062
WebQual: An Instrument for Consumer Evaluation of Web Sites
Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2007) · International Journal of Electronic Commerce · doi:10.2753/jec1086-4415110302 · Cited by 812
Metadata
- Authors
- Kaynama, S. A., & Black, C. I.
- Venue
- Journal of Professional Services Marketing
- Publisher
- Informa UK Limited
- Published
- 2000-08-24
- Volume
- 21
- Issue
- 1
- Pages
- 63-88
- ISSN
- 0748-4623 (ISSN-L)
- OpenAlex
- W2011732626
- Cited by
- 343
- References
- 3
- FWCI
- 10.34
- Type
- journal article
- Language
- en
- Open access
- closed
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- Kaynama, S. A., & Black, C. I. (2000). A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study. Journal of Professional Services Marketing. https://doi.org/10.1300/j090v21n01_05
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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