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Authors
Affiliations
1 Faculty of Tourism and Hotels, Minia University, EG
2 Departmnet of Tourism Studies, Faculty of Tourism and Hotels, Fayoum University, EG
3 Tourism Studies, Faculty of Tourism and Hotels, Minia University, EG
4 IOETI (International Organization for the Electronic Tourism Industry), EG
Source
International Journal of Hospitality and Tourism Systems, Vol 9, No 1 (2016), Pagination: 12-20
Abstract
E-service quality has become an essential input for achieving the customer's satisfaction in online environment. This study aims to develop research model to assess the quality of e-tourism services and tourist's satisfaction toward the websites of the Egyptian travel agencies. Additionally, it seeks to identify the dimensions of e-tourism service quality and its impact on tourists' e-satisfaction of such travel agents. Collecting 170 online questionnaire forms from tourists in Egypt, the findings revealed that the dimensions of e-tourism service quality are positively affecting tourists' e-satisfaction. Particularly, interactivity and reliability have the greatest contribution to e-satisfaction, versus customer service and privacy having the lowest. The demographic characteristics have influenced the customers' perception of e-tourism service quality and e-satisfaction of travel agents' websites.
Keywords
E-Tourism Service Quality, E-Satisfaction, E-Tourism, Egyptian Travel Agents.
