Bernardo Vilamitjana, MercèMarimón Viadiu, FredericAlonso Almeida, María del Mar2021-06-082021-06-082012-12-010378-7206https://hdl.handle.net/2445/178114We 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.6 p.application/pdfeng(c) Elsevier, 2012Agències de viatgesSistemes en líniaComerç electrònicTravel agenciesOnline data processingElectronic commerceinfo:eu-repo/semantics/article6155642021-06-08info:eu-repo/semantics/openAccess