E-SERVICE QUALITY AND TRAVELLER’S BEHAVIOURAL INTENTIONS IN ONLINE TRAVEL TRADE IN PORT HARCOURT, SOUTH-SOUTH NIGERIA
Abstract
The study investigated the direct effect of e-service quality on travellers’ behavioural intentions in the online travel trade of the tourism industry in Port Harcourt, Rivers State, Nigeria. The descriptive survey research generated data from 138 travellers found within the selected travel agencies during the survey with the use of a well-structured questionnaire made up of 9 scale items, with four demographic items. The result of the inferential statistical analysis using the Statistical Package for Social Sciences (SPSS) showed that travellers’ behavioural intentions towards online reservations are driven by e-service quality. In specific terms, information quality had a significant effect on travellers’ behavioural intentions in terms of repurchase intentions while responsiveness did not. Tourism service providers at the global scale are expected to build capabilities in online reservations in terms of information quality and responsiveness to enhance positive travellers’ behavioural intentions towards their online services.
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