International Journal of Hospitality and Tourism Systems

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The Effects of E-Service Quality Dimensions on Tourist’s E-Satisfaction


Affiliations
1 Faculty of Tourism and Hotels, Minia University, Egypt
2 Departmnet of Tourism Studies, Faculty of Tourism and Hotels, Fayoum University, Egypt
3 Tourism Studies, Faculty of Tourism and Hotels, Minia University, Egypt
4 IOETI (International Organization for the Electronic Tourism Industry), Egypt
     

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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.
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  • The Effects of E-Service Quality Dimensions on Tourist’s E-Satisfaction

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Authors

Mohammed Ezzat Mohammed
Faculty of Tourism and Hotels, Minia University, Egypt
Ghada Mohamed Wafik
Departmnet of Tourism Studies, Faculty of Tourism and Hotels, Fayoum University, Egypt
Sabreen Gaber Abdel Jalil
Tourism Studies, Faculty of Tourism and Hotels, Minia University, Egypt
Yehia Abu El Hassan
IOETI (International Organization for the Electronic Tourism Industry), Egypt

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.