The Conceptualisation of Electronic Service Quality in the Hotel Industry

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, (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.