The Conceptualisation of Electronic Service Quality in the Hotel Industry
Author(s)
Hahn, Song Ee
Sparks, Beverley
Wilkins, Hugh
Year published
2011
Metadata
Show full item recordAbstract
This study investigates the conceptualisation of e-�Q in the hotel industry. The study examines the e-� SQ attributes of hotel websites by identifying customers' needs through interviews. Based on the literature reviews and the interview results, this study conceptualised hotel e-�Q in the hotel context. Participants were drawn from two countries: Australia and Korea. It was found that e-� service quality attributes of hotel websites can be conceptualised using two main categories; Environment Quality: (1)Information quality, (2)Audio-�isual appearance and (3)Atmosphere; and Process Quality: (1)Usability, (2)Online Trust, ...
View more >This study investigates the conceptualisation of e-�Q in the hotel industry. The study examines the e-� SQ attributes of hotel websites by identifying customers' needs through interviews. Based on the literature reviews and the interview results, this study conceptualised hotel e-�Q in the hotel context. Participants were drawn from two countries: Australia and Korea. It was found that e-� service quality attributes of hotel websites can be conceptualised using two main categories; Environment Quality: (1)Information quality, (2)Audio-�isual appearance and (3)Atmosphere; and Process Quality: (1)Usability, (2)Online Trust, (3)Responsiveness, (4)Accessibility, (5)Customer review, (6)Emotional engagement and (7)Personalisation. Australians seemed to value the dimensions which make a website simple to use while Koreans relatively valued the dimensions which are related to website features such as visual appearance.
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View more >This study investigates the conceptualisation of e-�Q in the hotel industry. The study examines the e-� SQ attributes of hotel websites by identifying customers' needs through interviews. Based on the literature reviews and the interview results, this study conceptualised hotel e-�Q in the hotel context. Participants were drawn from two countries: Australia and Korea. It was found that e-� service quality attributes of hotel websites can be conceptualised using two main categories; Environment Quality: (1)Information quality, (2)Audio-�isual appearance and (3)Atmosphere; and Process Quality: (1)Usability, (2)Online Trust, (3)Responsiveness, (4)Accessibility, (5)Customer review, (6)Emotional engagement and (7)Personalisation. Australians seemed to value the dimensions which make a website simple to use while Koreans relatively valued the dimensions which are related to website features such as visual appearance.
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Conference Title
CAUTHE 2011 National Conference
Subject
Impacts of Tourism
Tourism Management