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Introduction: Service Excellence in Asian Tourism and Hospitality Read chapter Read first chapter

2021 | OriginalPaper | Chapter

E-Service Quality: Evaluation of Tourism Websites

Author : Zahra Pourabedin

Published in: Service Excellence in Tourism and Hospitality

Publisher: Springer International Publishing

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Abstract

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.

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previous chapter Achieving Positive Hospitality Experiences through Technology: Findings from Singapore and Malaysia
next chapter Hospitality and Tourism Management: Adopting Lean Six Sigma, Achieving Service Excellence
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Metadata
Title
E-Service Quality: Evaluation of Tourism Websites
Author
Zahra Pourabedin
Copyright Year
2021
Publisher
Springer International Publishing
Book
Service Excellence in Tourism and Hospitality

Print ISBN: 978-3-030-57693-6

Electronic ISBN: 978-3-030-57694-3

Copyright Year: 2021

DOI
https://doi.org/10.1007/978-3-030-57694-3_10