The Relationship Between E-service Quality Components and E-loyalty of Thai Consumers Toward Online Travel Service Websites
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Published:
Apr 10, 2020
Keywords:
E-service Quality, E-loyalty, Online Travel Service
Main Article Content
Abstract
This study proposed to analyze the e-service quality components which consist of web design, reliability, responsiveness, privacy, and web customization were influence and significantly related to e-loyalty of Thai consumers toward online travel service websites. The conceptual framework is presented and developed on the exploratory research which conducted to work on the e-service quality of online travel agent. The questionnaire used to collect the data of 406 respondents were returned. And the data were analyzed using Pearson correlation model. The result of this study showed the significant relationship between e-service quality and e-loyalty of Thai travels toward online travel service website and each e-service quality components has positive relationship with e-loyalty
Article Details
How to Cite
Sukmongkol, D. . ., Virathamanont, T. . ., & Mahaprom, M. . (2020). The Relationship Between E-service Quality Components and E-loyalty of Thai Consumers Toward Online Travel Service Websites. Dusit Thani College Journal, 13(1), 89–106. Retrieved from https://so01.tci-thaijo.org/index.php/journaldtc/article/view/241006
Section
Research Article
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2. Anna, K., John, K., and Alkistis, P. (2018). Evaluation of E-Service Quality in the Hotel Sector: A systematic Literature Review.
3. Ayeh, J., Au, N., and Law, R. (2013). Predicting the intention to use consumer-generated media for travel planning. Tourism Management, 35, 132-143.
4. Bijal Z.A., and Prahant, A. (2013). A conceptual Framework to Understanding Online Consumer Buying Behavior. International Journal of Online Marketing 3(1). 17.
5. Carlos, F., Raquel, G., and Carlos, O. (2009). Web design: a key factor for the website success. Journal of Systems and Information Technology. Emerald Group Publishing Limited. 11(2), 168-184.
6. Chakravarthi, J., and Gopal, V. (2012). Comparison of traditional and online travel services: A concept note. IUP Journal of Business Strategy, 9(1), 45-58.
7. Chetan, K., and Maggie, R. (2018). Asia Pacific Online Travel Overview Tenth Edition: Online Travel Agencies. https://www.phocuswright.com/Travel-Research/Market-Overview-Sizing/Asia-Pacific-Online-Travel-Overview-Tenth-Edition-Online-Travel-Agencies. [Retrieved on November 3, 2018]
8. Chun Hai, J. (2007). Fundamental of Development Administration. Selangor: Scholar Press. ISBN 978-967-5-04508-0.
9. Curtis, T., Abratt, R., Rhoades, D., and Dion, P. (2011). Customer Loyalty, Repurchase and Satisfaction: A Meta-analyctical Review. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 24, 1-26.
10. Digitaljournal.com (2018). Online Travel Market 2018 Global Trends, Size, Opportunities, Sales Revenue, Emerging Technologies and Growth Analysis by Forecast to 2023. http://www.digitaljournal.com/pr/3731110 [Retrieved on November 1, 2018]
11. Duygu, T., and Ahmet, A. (2018). An E-Loyalty Model Proposal for Online Travel Reservation Websites. Journal of Tourism Theory and Research. 4(2) ISSN: 2548-7583.
12. European Justice. (2015). “Definition of E-service”
https://e-justice.europa.eu/contentMaximisation.do?legalnotice=1&plang=sk&init=true [Retrieved on November 1, 2018]
13. Ghada, W. (2016). The effects of e-service quality dimensions on tourist’s e-satisfaction. International Journal of hospitality and tourism systems. 9(1),June 2016. ISSN: 09476250.
14. Godwin, J., and Udo, G.J., Bagchi, K.K., and Kirs, P.J. (2010). An assessment of customers’ e-service quality perception, satisfaction and intention. International Journal of Information Management 3(6).
15. Goncalves, H., Salgueiro, M.F., and Rita, P. (2016). Online Purchase Determinants of Loyalty: the mediating effect of Satisfaction in tourism. Journal of Retailing and Consumer Service. 30, May, 279-291.
16. Gupta, A., Su, B. C., and Walter, Z. (2004). An Empirical Study of Consumer Switching from Traditional to Electronic Channels: A Purchase-decision Process
17. Perspective, International Journal of Electronic Commerce 8(3), 131-162.
Hamed, T. (2017). Understanding of e-service security dimensions and its effect on quality and intention to use. Information and Computer Security. 5(5), 535-559. Emerald Publishing Limited.
18. Honglei, L., Cemal, T., and Nnanyelugo, A. A. (2014). An Empirical Study of E-Loyalty Development Process from the E-Service Quality Experience: Testing the Etaliq Scale. PACIS 2014 Proceeding.
19. Hongxiu, L., Yong, L., and Reima, S. (2009). Measurement of e-service quality: an empirical study on online travel service, 17th European Conference on Information Systems (ECIS, 2009), Verona.
20. zyan, H. B., Hila, L., and Boon, L. C. (2014). Factors Influencing Customer Satisfaction and E-Loyalty: Online Shopping Environment among the Young Adults. Management Dynamics in the Knowledge Economy. 2(3), 462-471. ISSN: 2286-2668.
21. John, S., Nancy, H., Catherine, M., Kelli, B., and Dipl-Soz Anton, A. (2016). Online travel retail site usage and generational differences when using sites to plan a leisure vacation. European Scientific Journal. May 2016/ISSN: 1857-7881.
22. Kadir, Ç., Faruk, S. (2016). Youth Tourism: Understanding the Youth Travellers’ Motivations. https://www.researchgate.net/publication/304251211_Youth_Tourism_Understanding_the_Youth_Travellers'_Motivations. [Retrieved on February 11, 2019]
23. Li, H., Liu, Y., and Suomi, R. (2009). Measurement of e-service quality: an empirical study on online travel service. Proceeding of 17th European Conference on Information Systems.
24. Li, H., and Suomi, R. (2009). Customer’s Perceptions and Intentions on Online Travel Service Delivery: An Empirical Study in China. Integration and Innovation Orient to E-Society, 2, 113.
25. Ltifi, M., and Jamel-Eddine, G. (2012). E-satisfaction and e –loyalty of customers shopping online. Journal of Internet Banking and Commerce, 17(1), 1-17.
26. Mu, Z., Zhuling, Z., Jing, L., and Mingfang, Z. (2015). Online travel agent service and customer satisfaction based on correlation analysis: A Marketing Perspective in China. Journal of Marketing and Consumer Research. Vol.11, 2015. ISSN 2422-8451. An International Peer-reviewed Journal.
27. Naser, A., Mohamad, H. A., Mehdi, S., Atefe, R. F., and Milad, F. (2014). Studying the Impact of E-Service Quality on E-Loyalty of Customers in the Area of E-Banking Service. Journal of Management and Sustainability. 4(2). ISSN 1925-4725. E-Issn 1925-4733. Published by Canadian Center of Science and Education.
28. Networksolution.com (2014). “What is ecommerce” http://www.networksolutions.com/education/what-is-ecommerce/
[Retrieved on November 20, 2018]
29. Nosrati, l. (2008). The impact of Website Quality on Customer Satisfaction,
Master’s Thesis, Lulea University of Technology, Sweden.
30. Phocuswright.com (2018). “The strength of the U.S. travel agency market” https://www.phocuswright.com/Travel-Research/Research-Updates/2018/The-strength-of-the-US-travel-agency-market [Retrieved on November 1, 2018]
31. Rami, M. A., Zaid, M. O., Mohammad, A. A., Muhammad, T. A., and Alaa, M. A. (2017). The Impact of E-Service Quality and E-Loyalty on Online Shopping:Moderating Effect of
E-Satisfaction and E-Trust. International Journal of Marketing Studies. 9(2). ISSN: 1918-719X E-ISSN 1918-7203. Published by Canadian Center of Science and Education.
32. Renee, G., Jason, C., Ly, Z., and Sean, D. Y. (2016). Website Design and User Engagement. Online J Commun Media Technol. July 6(3): 1-14.
33. Roli, B., Manisha, L., Shirin, A., and Vandana A. (2014). E-Marketing and the Hotel Industry: Calculating Web Presence Index (Wpi) for the Hospitality Sector. International Journal of Online Marketing (IJOM) 4(2). DOI: 10.4018/ijom.2014040102.
34. Saeed, B., Mohammad, N., and Siti Norezam, O. (2012). Interrelation between E-service Quality and E-satisfaction and loyalty. European Journal of Business and Management. 4(9). ISSN 2222-1905.
35. Schreiber, C. (2016). Online travel booking outlook. http://www.statista.com
[Retreived on June 29, 2017].
36. Sohn, C. and Tadisina, S.K. (2008). Development of e-service quality measure for the internet-based financial institutions. Total Quality Management & Business Excellence, 19(9), 903-918.
37. Statista.com (2018). “Online Travel Booking - Thailand | Statista Market Forecast” https://www.statista.com/outlook/262/126/online-travel-booking/thailand [Retrieved on November 13, 2018]
38. Taherdoost, H. (2014). A review paper of e-service, technology concepts. 8th International Conferrence Interdisciplinarity in Engineering, INTER-ENG 2014, Romania.
39. Terezia, K., Iveta, K., and Juraj, F. (2015). From an analysis of e-service definitions and classifications to the proposal of new e-service classification 3rd.
40. Vinod, B. (2011). The future of online travel. Journal of Revenue and Pricing Management, 10(1), 56-61.
41. Vladimirov Z. (2012). Customer satisfaction with the Bulgarian tour operators and tour agencies' websites. Tourism Management Perspectives, 4. 176-184.
42. Wai-Ching, P., and Christina, K. L. (2012). E-Service Quality: An Empirical Investigation. Journal of Asia-Pacific Business. 13:3, 229-262.
43. Yuxin, L. (2018). A Study on E-service Quality Dimensions for Online Travel Agencies.