ZENITH International Journal of Multidisciplinary Research
Year : 2013, Volume : 3, Issue : 1
First page : ( 396) Last page : ( 404)
Online ISSN : 2231-5780.

Contribution of service quality attributes in satisfaction for tourism websites

Jindal Neha

Research Scholar, Singhania University, Pacheri Bari, Jhunjhunu, Rajasthan

Online published on 20 June, 2013.

Abstract

With an increasing number of travel companies participating in the Internet market, e-service quality has become critical for companies to retain and attract customers in the digital age. This study focuses on eservice quality dimensions in the Internet market with an empirical study on online travel service. The findings of the empirical research conducted on 100 respondents showed that with regard to individual SERVQUAL dimensions, gap values are positive for website functionality and information quality andgap values are negative for security, courtesy and responsiveness. The results of the quantitative assessment of perceived service quality provide insights on how customers rate the service quality of online tourism providers. Thus, the findings can be used as a guide for online service providers of several tourism websites to improve the crucial quality attributes and enhance service quality and business performance. Also, it reiterate the point of view that Service Quality dimensions are crucial for customer satisfaction in tourism – a burgeoning sector with high growth potential and opportunities in fast growing economies like India's.

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Keywords

Consumer Satisfaction, GAP Model, Online Tourism, SERVQUAL, Service Quality.

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