Please use this identifier to cite or link to this item:
http://hdl.handle.net/2445/178114
Title: | Functional Quality and Hedonic Quality: A Study of the Dimensions of e-Service Quality in Online Travel Agencies |
Author: | Bernardo Vilamitjana, Mercè Marimón Viadiu, Frederic Alonso-Almeida, María del Mar |
Keywords: | Agències de viatges Sistemes en línia Comerç electrònic Travel agencies Online data processing Electronic commerce |
Issue Date: | 1-Dec-2012 |
Publisher: | Elsevier |
Abstract: | We attempted to clarify the dimensions of e-service quality and their role in producing perceived value and loyalty among customers of e-commerce websites. We particularly examined whether e-quality consisted of two groups of dimensions: (i) functional; or (ii) hedonic quality. Based on a survey of 1201 online customers of Spanish travel agencies, we used structural equation modelling to show that both types of quality are distinct dimensions of e-quality and that both have positive and significant influence on perceived value. In addition, perceived value was shown to have a significant impact on loyalty, thus validating the chain from service quality-to-perceived value-to-loyalty in the context of e-commerce. The implication for e-service managers is that they must be aware of the importance of hedonic quality in seeking to attract and retain customers. |
Note: | Versió postprint del document publicat a: https://doi.org/10.1016/j.im.2012.06.005 |
It is part of: | Information & Management, 2012, vol. 49, num. 7-8, p. 342-347 |
URI: | http://hdl.handle.net/2445/178114 |
Related resource: | https://doi.org/10.1016/j.im.2012.06.005 |
ISSN: | 0378-7206 |
Appears in Collections: | Articles publicats en revistes (Empresa) |
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