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  • The Conceptualisation of Electronic Service Quality in the Hotel Industry

    Author(s)
    Hahn, Song Ee
    Sparks, Beverley
    Wilkins, Hugh
    Griffith University Author(s)
    Sparks, Beverley A.
    Wilkins, Hugh C.
    Hahn, Song Ee
    Year published
    2011
    Metadata
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    Abstract
    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, ...
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    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
    Publisher URI
    http://www.cauthe.org/services/conferences/conference-2011
    Subject
    Impacts of Tourism
    Tourism Management
    Publication URI
    http://hdl.handle.net/10072/46244
    Collection
    • Conference outputs

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