E-service Quality: A Study of Online Hotel Booking Websites in Hong Kong
Journal Title: Asian Journal of Economics, Business and Accounting - Year 2017, Vol 3, Issue 4
Abstract
This paper aimed to examine how web design, responsiveness, reliability, enjoyment, ease of use, security, and customization influence e-service quality of online hotel booking agencies in Hong Kong. Quantitative approach was used to examine the relationships between each of the dimensions and overall e-service quality. Based on findings in prior studies, current study extended the framework to the dimensions of ease of use, security and customization in addition to the dimensions of web design, responsiveness, reliability and enjoyment. An online survey website was set up to collect responses from students of two higher education institutes in Hong Kong. 162 valid responses were collected for analysis. Results found that web design (p = .002) and customization (p <.001) positively influenced e-service quality of online hotel booking agencies. Online hotel booking companies can concentrate their resources to these identified dimensions, in particularly through web design and customization, to achieve the desired level of e-service quality. This study has practical implications to online hotel booking agencies on how to enhance their e-services quality. It conceptualized and tested a multiple-item scale for measuring the e-service quality delivered by online hotel booking intermediaries. Moreover, it examined the proposed framework with three additional dimensions ease of use, security, and customization included. This paper concludes by discussing the findings of this study and highlighting areas for future research in the realm of e-service quality.
Authors and Affiliations
Kin Man Chow
Keywords
Related Articles
- EP ID EP338528
- DOI 10.9734/AJEBA/2017/35353
- Views 91
- Downloads 0
Strategic Use of Exit Interviews: The Art of Retention
Skilled human resource is considered to be one of the key drivers of company performance and sustainability. But retaining skilled employees is presumably a tough and multifaceted task for the organizations. This paper h...
Information Resource Management and Use by Marketers of Business Organisation
Information is needed in all spheres of life, either to facilitate decision-making or for progress in daily work. People need information about new development. A manager needs information about his business. A businessm...
Financial Inclusion and the Nigerian Economy: Empirical Evidences
The Nigeria government and particularly, monetary authorities have over the years initiated changing policies and programmes targeted at deepening financial inclusion in the context of rural populace and with the ultimat...
The Impact of Organisational Structures on Services to Polytechnic Students
This study was aimed at assessing the impact of the organizational structure of Bolgatanga Polytechnic on the services they render to students. The specific objectives were to assess the challenges of the organizational...
Awareness and Perception of Bank Customers towards Green Banking in Sylhet District of Bangladesh
This paper explores the awareness and perception of bank customers about the green banking practices of commercial banks of Sylhet district. Primary data was collected from the customers in the month of January and Febru...