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http://hdl.handle.net/2445/178114
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DC Field | Value | Language |
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dc.contributor.author | Bernardo Vilamitjana, Mercè | - |
dc.contributor.author | Marimón Viadiu, Frederic | - |
dc.contributor.author | Alonso Almeida, María del Mar | - |
dc.date.accessioned | 2021-06-08T09:42:05Z | - |
dc.date.available | 2021-06-08T09:42:05Z | - |
dc.date.issued | 2012-12-01 | - |
dc.identifier.issn | 0378-7206 | - |
dc.identifier.uri | http://hdl.handle.net/2445/178114 | - |
dc.description.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. | - |
dc.format.extent | 6 p. | - |
dc.format.mimetype | application/pdf | - |
dc.language.iso | eng | - |
dc.publisher | Elsevier | - |
dc.relation.isformatof | Versió postprint del document publicat a: https://doi.org/10.1016/j.im.2012.06.005 | - |
dc.relation.ispartof | Information & Management, 2012, vol. 49, num. 7-8, p. 342-347 | - |
dc.relation.uri | https://doi.org/10.1016/j.im.2012.06.005 | - |
dc.rights | (c) Elsevier, 2012 | - |
dc.source | Articles publicats en revistes (Empresa) | - |
dc.subject.classification | Agències de viatges | - |
dc.subject.classification | Sistemes en línia | - |
dc.subject.classification | Comerç electrònic | - |
dc.subject.other | Travel agencies | - |
dc.subject.other | Online data processing | - |
dc.subject.other | Electronic commerce | - |
dc.title | Functional Quality and Hedonic Quality: A Study of the Dimensions of e-Service Quality in Online Travel Agencies | - |
dc.type | info:eu-repo/semantics/article | - |
dc.type | info:eu-repo/semantics/acceptedVersion | - |
dc.identifier.idgrec | 615564 | - |
dc.date.updated | 2021-06-08T09:42:05Z | - |
dc.rights.accessRights | info:eu-repo/semantics/openAccess | - |
Appears in Collections: | Articles publicats en revistes (Empresa) |
Files in This Item:
File | Description | Size | Format | |
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615564.pdf | 318.22 kB | Adobe PDF | View/Open |
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