Template-type: ReDif-Paper 1.0
Author-Name: Semeijn Janjaap
Author-Name: Pauwels Piet
Author-Name: Riel Allard C.R. van
Author-workplace-name: METEOR
Title: Online Travel Service Quality: The Importance of Pre-Transaction Services
Abstract: The Internet revolution has led to significant changes in the way travel agencies interact with customers. Travel websites are used to different degrees, and for a variety of combinations of pre-transaction, transaction and post-transaction services. A better understanding of how customers interact with online services will help providers improve service quality to levels that satisfy or even delight customers, and thus create loyalty. This article provides a comprehensive review of the literature on online service quality, applies the theory to online travel offerings, and reports on an empirical study of quality perceptions of pre-transaction services provided on three travel websites. Effects on customer perceived quality were measured for process and outcome dimensions of online services. Implications for the design of online travel services and suggestions for further research are formulated.
Keywords: Economics ; 
Series: Research Memoranda
Creation-Date: 2003
Number: 050
File-URL: http://digitalarchive.maastrichtuniversity.nl/fedora/objects/guid:47b5609e-5e24-4e3d-82e3-da80caa34721/datastreams/ASSET1/content
File-Format: application/pdf
File-Size: 488266
Handle: RePEc:unm:umamet:2003050