Measuring web site quality for online travel agencies

Journal of Travel and Tourism Marketing

Volumn 23, Issue 1, 2007, Pages 15-30

  Park, Young A ^a   Gretzel, Ulrike ^a   Sirakaya Turk, Ercan ^b  

^a TEXAS A AND M UNIVERSITY   (United States)

^b UNIVERSITY OF SOUTH CAROLINA   (United States)

Author keywords

E service quality; Online travel agencies; Web site quality; Willingness to use

Indexed keywords

EID: 67249085567     PISSN: 10548408     EISSN: None     Source Type: Journal    
DOI: 10.1300/J073v23n01_02     Document Type: Article

References (74)

1. Ajzen, I. and Fishbein, M. (1975) Belief, attitude, intention and behaviour: An introduction to theory and research, Addison-Wesley, Reading, MA
2. Aladwani, A. M. and Palvia, P. C. (2002) Developing and validating an instrument for measuring user-perceived web site quality. Information and Management, 39:6, pp. 467-476.
3. Austria National Tourist Office. (2006) Frauen im touristischen Kaufentscheidungsprozess
4. Barnes, S., Liu, K. and Vidgen, R. (2001) Evaluating WAP news sites: The WebQual/m Approach. Proceedings of the 9th European Conference on Information Systems Association for Information Systems, pp. 344-355. Bled, Slovenia
5. Barns, S. J. and Vidgen, R. T. (2002) An integrative approach to the assessment of e-commerce quality. Journal of Electronic Commerce Research, 3:3, pp. 114-127.
6. Barns, S. J. and Vidgen, R. T. (2003) Measuring web site quality improvements: A case study of the forum on strategic management knowledge exchange. Industrial Management and Data Systems, 103:5, pp. 297-309.
7. Bolton, R. N. and Drew, J. H. (1994) Linking customer satisfaction to service operations and outcomes. Service quality: New directions in theory and practice, pp. 173-200. Sage, Thousand Oaks, CA
8. Buckley, J. (2003) E-service quality and public sector. Managing Service Quality, 13:6, pp. 453-462.
9. Cai, S. and Jun, M. (2003) Internet users' perceptions of online service quality: Acomparison Of online buyers and information searchers. Managing Service Quality, 13:6, pp. 504-519.
10. Chen, K. and Yen, D. C. (2004) Improving the quality of online presence through interactivity. Information & Management, 42:1, pp. 217-226.
11. Cho, Y. C. and Agrusa, J. (2006) Assessing use acceptance and satisfaction toward online travel agencies. Information Technology & Tourism, 8:34, pp. 179-195.
12. Chung, T. and Law, R. (2003) Developingaperformance indicator for hotel Web sites. International Journal of Hospitality Management, 22:1, pp. 119-125.
13. Collier, J. E. and Bienstock, C. C. (2006) Measuring service quality in e-retailing. Journal of Service Research, 8:3, pp. 260-275.
14. Davis, F. D. (1989) Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13:3, pp. 319-340.
15. Davori, P., Mazzoni, F. and Corradini, E. (2005) Quality assessment of cultural web sites with fuzzy operators. Journal of Computer Information Systems, 46:1, pp. 44-57.
16. Donthu, N. (2001) Does your web site measure up?. Marketing Management, 10:4, pp. 29-32.
17. Douglas, A., Muir, L. and Meehan, K. (2003) E-quality in the e-services provision of legal practices. Managing Service Quality, 13:6, pp. 483-491.
18. eMarketer. (2005) Which ways is the travel industry headed?
19. Field, J. M., Heim, G. R. and Sinha, K. K. (2004) Managing quality in the e-service system: Development and application of a process model. Production and Operations Management, 13:4, pp. 291-306.
20. Fornell, C. and Larcker, D. F. (1981) Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18:1, pp. 39-50.
21. Francis, J. E. and White, L. (2002) PIRQUAL: A scale for measuring customer expectations and perceptions of quality in Internet retailing. Proceedings of the AMA Winter Educators' Conference American Marketing Association, pp. 263-270. Chicago
22. Gounaris, S. and Dimitriadis, S. (2003) Assessing service quality on the web: Evidence from business-to-consumer portals. Journal of Services Marketing, 17:45, pp. 529-548.
23. Guertin, J. and Nantel, J. (2005) The evolution of NETQUAL: The development of measurement model of web users' perceived added value. Cahier de recherche, pp. 1-30.
24. Hernon, P. and Calvert, P. (2005) E-service quality in libraries: Exploring its features and dimensions. Library & Information Science Research, 27:3, pp. 377-404.
25. Iwaardena, J. V., Wiele, A., Ball, L. and Millen, R. (2004) Perceptions about the quality of web sites: A survey amongst students at Northeastern University and Erasmus University. Information & Management, 41:8, pp. 947-959.
26. Jeong, M. and Lambert, C. U. (1999) Measuring the information quality on lodging web sites. International Journal of Hospitality Information Technology, 1:1, pp. 63-75.
27. Jeong, M. and Lambert, C. U. (2001) Adaptation of an information quality framework to measure customers' behavioral intentions to use lodging Web sites. International Journal of Hospitality Management, 20:2, pp. 129-146.
28. JupiterResearch. (2005) JupiterResearch finds 57% of online travelers feel empowered by travel research
29. Kaynama, S. and Black, C. (2000) A proposal to assess the service quality of online travel agencies: An exploratory study. Journal of Professional Service Marketing, 21:1, pp. 63-88.
30. Kim, S. and Stoel, L. (2004) Dimensional hierarchy of retail website quality. Information & Management, 41:5, pp. 619-633.
31. Kim, W. G. and Lee, H. Y. (2004) Comparison of web service quality between online travel agencies and online travel supplies. Journal of Travel and Tourism Marketing, 17:23, pp. 105-116.
32. Kline, S. F., Morrison, A. M. and John, A. (2004) Exploring bed and breakfast websites: A balanced scorecard approach. Journal of Travel and Tourism Marketing, 17:23, pp. 253-267.
33. Lee, G., Lin, H. and Taiwan, T. (2005) Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 33:2, pp. 161-176.
34. Lee, H. Y. and Kim, W. G. (2002) Comparison of dimensions affecting web service quality between online travel agencies and online travel suppliers. Seventh Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism Houston, TX. pp. 364-369.
35. Loiacono, E. T., Watson, R. T. and Goodhue, D. (2002) WebQual: A measure of web site quality. Proceedings of the AMA Winter Educator's Conference American Marketing Association, pp. 432-438. Chicago
36. Long, M. and McMellon, C. (2004) Exploring the determinants of retail service quality on the Internet. Journal of Service Marketing, 18:1, pp. 78-90.
37. Ma, Q., Pearson, J. M. and Tadisina, S. (2005) Anexploratory study into factors of service quality for application service providers. Information & Management, 42:8, pp. 1067-1080.
38. Madu, C. N. and Madu, A. A. (2002) Dimensions of e-quality. International Journal of Quality & Reliability Management, 19:3, pp. 246-258.
39. Mich, L., Franch, M. and Gaio, L. (2003) Evaluating and designing web site quality. IEEE Multimedia, 10:1, pp. 34-43.
40. Negash, S., Ryan, T. and Igbaria, M. (2003) Quality and effectiveness in web-based customer support systems. Information & Management, 40:8, pp. 757-768.
41. O'Connor, P. (2004) Privacy and the online travel customer: Ananalysis of privacy policy content, use, and compliance by online travel agencies. Information and communication technologies in tourism, pp. 401-412. Springer Verlag, Vienna, Austria
42. Olsina, L. and Rossi, G. (2002) Measuring web application quality with WebQEM. IEEE Multimedia, 9:4, pp. 20-29.
43. Parasuraman, A. and Grewal, D. (2000) The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28:1, pp. 168-174.
44. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988) SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64:1, pp. 12-40.
45. 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, pp. 111-124.
46. Parasuraman, A., Zeithaml, V. A. and Malhotra, A. (2004) E-S-QUAL: A multiple-item scale for assessing electronic service quality, Working Paper No. 04-112. Marketing Science Institute, Cambridge, MA
47. 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, pp. 213-233.
48. Park, Y. and Gretzel, U. Success factors for destination marketing web sites: A qualitative meta-analysis. Journal of Travel Research
49. Pew Internet & American Life Project. (2006) Internet activities
50. PR Newswire US. (2005) Online travel purchases split evenly between travel agencies and suppliers' web sites
51. Reichheld, F. F. and Sasser, W. E. (1990) Zero defections: Quality comes to services. Harvard Business Review, 68:5, pp. 105-111.
52. Santos, J. (2003) E-service quality: A model of virtual service quality dimensions. Managing Service Quality, 13:3, pp. 233-246.
53. Schaik, P. V. and Ling, J. (2005) Five psychometric scales for online measurement of the quality of human-computer interaction in web sites. International Journal of Human-Computer Interaction, 18:3, pp. 309-322.
54. Scharl, A., Wober, K. and Bauer, C. (2004) Anintegrated approach tomeasure web site effectivenessin the European hotel industry. Information Technology and Tourism, 6:4, pp. 257-271.
55. Shchiglik, C. and Barnes, S. J. (2004) Evaluating web site quality in the airline industry. Journal of Computer Information Systems, 44:3, pp. 17-25.
56. Sigala, M. and Sakellaridis, O. (2004) The impact of users' cultural characteristics on e-service quality: Implications for globalizing tourism and hospitality web sites. Information and communication technologies in tourism, pp. 106-117. Springer Verlag, Vienna, Austria
57. TIA. (2005) Travelers' use of the Internet (), Travel Industry Association of America, Washington, DC
58. Travelocity (2005) The Travelocity guarantee
59. Van Riel, A. C. R., Semeijn, J. and Janssen, W. (2003) E-service quality expectations: A case study. Total Quality Management, 14:4, pp. 437-450.
60. Venkatesh, V., Morris, M. G., Davis, G. B. and Davis, F. D. (2003) User acceptance of information technology: Toward a unified view. MIS Quarterly, 27:3, pp. 425-478.
61. 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, pp. 15-31.
62. Wolfinbarger, M. and Gilly, M. C. (2003) eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79:3, pp. 183-198.
63. Yang, Z. (2001) Consumer perceptions of service quality in Internet-based electronic commerce. Proceedings of the 30th EMAC Conference Norwegian School of Economics and Business Administration, p. 79. Bergen, Norway
64. Yang, Z., Cai, S., Zhou, Z. and Zhou, N. (2005) Development and validation of an instrument to measure user perceived service quality of information presenting web portals. Information and Management, 42:4, pp. 575-589.
65. Yang, Z. and Jun, M. (2002) Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives. Journal of Business Strategies, 19:1, pp. 19-41.
66. Yang, Z., Perterson, R. T. and Cai, S. (2003) Service quality dimensions of Internet retailing: An exploratory analysis. Journal of Service Marketing, 17:7, pp. 685-700.
67. 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, pp. 31-45.
68. Zeithaml, V. A. (2002) Service quality in e-channel. Managing Service Quality, 12:3, pp. 135-138.
69. Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1996) The behavior consequences of service quality. Journal of Marketing, 60:2, pp. 31-46.
70. Zeithaml, V. A. and Bitner, M. J. (2000) Services marketing: Integrating customer focus across the firm, McGraw-Hill, Boston
71. Zeithaml, V. A., Parasuraman, A. and Malhotra, A. (2000) A conceptual framework for understanding e-service quality: Implications for future research and managerial practice, Working Paper No. 00-115. Marketing Science Institute, Cambridge, MA
72. 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, pp. 362-375.
73. Zhang, P. and von Dran, G. M. (2002) User expectations and rankings of quality factors in different website domains. International Journal of Electronic Commerce, 6:2, pp. 9-33.
74. 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. Proceedings of the 32nd Hawaii International Conference on System Sciences IEEE Computer Society, pp. 2016-2023. Washington, DC