E-SERVICE QUALITY AND TOURISTS’ SATISFACTION IN TOURISM INDUSTRY: EVIDENCE FROM PORT HARCOURT, SOUTH-SOUTH NIGERIA
Keywords:
E-Service Quality, Information Quality, Security, Tourist Satisfaction
Abstract
The study investigated the direct effect of e-service quality on tourists’ satisfaction in the tourism industry with a focus on online travel trade in Port Harcourt, Rivers State, Nigeria. The descriptive survey research generated data from 138 tourists who were found within the offices of the selected travel agencies during the survey. The major instrument for data collection was a well-structured questionnaire. The result of the inferential statistical analysis using SPSS showed that tourists’ satisfaction towards on-line reservations is driven by e-service quality. Tourism service providers at the global scale are expected to build capabilities in online reservations in terms of security and information quality to enhance tourists’ satisfaction towards their on-line services.
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References
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Chaang-Iuan H., & Yi-Ling, L.(2007) The development of an e-travel service quality scale. Tourism Management 28, 1434–1449
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Ekeke, J.N& Etuk, J.S., (2021)E-Marketing and travellers’ brand choice in travel trade in Port Harcourt, Rivers State. International Journal of Academic Multidisciplinary Research 5 (5), 82-94.
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Nunnally, J. C., & Bernstein, I. H. (1994).Psychometric theory. 3rd ed. Sydney,Australia McGraw Hill.
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Ojasalo, J. (2010). E-Service Quality: A Conceptual Model. International Journal of Arts and Science, 3(4): 127-143.
Pallant, J. (2005). SPSS Survival Manual. Buckingham: Open University Press.
Parasuraman, A, Zeithaml, V.A, & Berry, L.L (1985) A conceptual model of Service Quality and its Implications for Future Research”. Journal of Marketing 49 ( ) 41 – 50.
Parasuraman, A., Valarie, A., Zeithmal, V.A., & Malhotra, A.,(2005) E-SQUAL. A multiple-item scale for assessing electronic service quality”, Journal of Service Research, vol. 7 (3), 213-233,
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Reynolds, J. (2000). The Complete E-commerce Book: Design, Build and Maintain s Successful Web-based Business, New York, CMP-Books.
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Stiakakis, E.& Georgiadis, C.K.(2011)A Model to Identify the Dimensions of Mobile Service Quality. Being paper presented during the 11th International Conference on Mobile Business.
Wong, K.M & Musa, G (2011) Branding satisfaction in the Airline Industry: A Comparative Study of Malaysia Airlines and Air Asia. African Journal of Business Management.5(8) 3410-3423
Yang, F. (2004). Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302-326.
Yang, Z., & Fang, X., (2004) Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services, International Journal of Service Industry Management, 15(3), 302-326.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL). QuarterlyJournal of Electronic Commerce, 2(1), 31–46.
Zeithaml, V.A., Berry, L., & Parasuraman, A. (1996). The Behavioural Consequences of Service Quality. Journal of Marketing,60(2), 31-46. doi:10.2307/1251929
Zeithaml, V. A., Parasuraman A. & Malhotra, A. (2000) A conceptual framework for understanding e-service quality: implications for future research and managerial practice”, working paper, Report No. 00-115, Marketing Science Institute, Cambridge, MA, 2000.
Ayo, C.K., Oni, A.A., Adewoye, O.J., & Eweoya, I. (2016). E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing, 34, 347-367.
Barnes, S.J. & Vidgen, R.T. (2002). An Integrative Approach to the Assessment of ECommerce Quality, Journal of Electronic Commerce Research, 3(3), 114-127.
Cetinsoz, B.C., (2013) The influence of E-Service quality on customer perceived value: A study on domestic tourists in Turkey. International Journal of Science and Research, 4(1), 1265-1277.
Chaang-Iuan H., & Yi-Ling, L.(2007) The development of an e-travel service quality scale. Tourism Management 28, 1434–1449
Chae, M. Kim, J, Kim, H.,& Ryu, H (2002) Information quality for wireless internet services, Electronic Markets, 12(1),38-46.
Ekeke, J.N& Etuk, J.S., (2021)E-Marketing and travellers’ brand choice in travel trade in Port Harcourt, Rivers State. International Journal of Academic Multidisciplinary Research 5 (5), 82-94.
Eissa, A.M.K., & Nizzam, I., (2019). Impact of E-Service Quality dimensions on word-of-mouth and customer retention and the mediating role of customer satisfaction: Astudy of E-Commerce in Malaysia. International Journal of Accounting and Business Management. 7(1), 72-102.
Firdous, S & Farooqi, R (2017)Impact of internet banking service quality on customer satisfaction Journal of Internet Banking and Commerce, 22, (1), 1-18.
Fornell C., &Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Market Research, 18(1), 39-50.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E., (2010). Multivariate data analysis. New Delhi: Prentice Hall.
Holloway, J.C & Taylor, N. (2006). The Business of Tourism. Financial Times Prentice Hall.
Kamal, S. B. M., Abdullah, D., Nor, N. M., Ngelambong, A., & Bahari, K. A. (2018). Hotel Booking Websites and their Impact on E-Satisfaction and E-Loyalty: Analysis on Utilitarian and Hedonic Features. International Journal of Academic Research in Business and Social Sciences, 8(15), 160–177.
Kumbhar, .M, (011) Factors affecting the customer satisfaction in e-banking: some evidence from Indian Banks. Management Research and Practice, 3(4), 1-14.
Li, H., & Suomi, R., (2009) A proposed scale for measuring e-service quality. International Journal of u-and e-Service, Science and Technology. 2(1), 1-10.
Nunnally, J. C., & Bernstein, I. H. (1994).Psychometric theory. 3rd ed. Sydney,Australia McGraw Hill.
Odor, B.C &Ekeke, J.N (2020)Brand experience and customers’ repurchase intentions in upscale restaurants in Port Harcourt, South-South Nigeria: Mediating Role Of Customer Satisfaction. Transatlantic Journal of Multidisciplinary Research, 2 (3), 1-29. DOI: 10.5281/zenodo.4048943
Oliver R. L. (1980), A Cognitive Model of the Antecedents and Con sequences of Satisfaction Decisions”, Journal of Marketing Research, 17, November, 460- 469.
Ojasalo, J. (2010). E-Service Quality: A Conceptual Model. International Journal of Arts and Science, 3(4): 127-143.
Pallant, J. (2005). SPSS Survival Manual. Buckingham: Open University Press.
Parasuraman, A, Zeithaml, V.A, & Berry, L.L (1985) A conceptual model of Service Quality and its Implications for Future Research”. Journal of Marketing 49 ( ) 41 – 50.
Parasuraman, A., Valarie, A., Zeithmal, V.A., & Malhotra, A.,(2005) E-SQUAL. A multiple-item scale for assessing electronic service quality”, Journal of Service Research, vol. 7 (3), 213-233,
Paulo, R., Oliveira,T., & Farisa, A (2019). The impact of e-service quality and customer satisfaction on customer behaviour in online shopping. Heliyon 5, 1-13.
Reynolds, J. (2000). The Complete E-commerce Book: Design, Build and Maintain s Successful Web-based Business, New York, CMP-Books.
Saanen, Y.A., Sol, H.G & Verbraeck, A. (1999). Snapshots of e-commerce’s opportunities and threats. Electronic Markets, 9 (3), 181-189.
Stiakakis, E.& Georgiadis, C.K.(2011)A Model to Identify the Dimensions of Mobile Service Quality. Being paper presented during the 11th International Conference on Mobile Business.
Wong, K.M & Musa, G (2011) Branding satisfaction in the Airline Industry: A Comparative Study of Malaysia Airlines and Air Asia. African Journal of Business Management.5(8) 3410-3423
Yang, F. (2004). Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302-326.
Yang, Z., & Fang, X., (2004) Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services, International Journal of Service Industry Management, 15(3), 302-326.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL). QuarterlyJournal of Electronic Commerce, 2(1), 31–46.
Zeithaml, V.A., Berry, L., & Parasuraman, A. (1996). The Behavioural Consequences of Service Quality. Journal of Marketing,60(2), 31-46. doi:10.2307/1251929
Zeithaml, V. A., Parasuraman A. & Malhotra, A. (2000) A conceptual framework for understanding e-service quality: implications for future research and managerial practice”, working paper, Report No. 00-115, Marketing Science Institute, Cambridge, MA, 2000.
Published
2022-04-30
How to Cite
JOHN NDUBUEZE, E., & PATIENCENWOKAEGO, A. (2022). E-SERVICE QUALITY AND TOURISTS’ SATISFACTION IN TOURISM INDUSTRY: EVIDENCE FROM PORT HARCOURT, SOUTH-SOUTH NIGERIA. GPH-International Journal of Business Management, 5(04), 16-29. https://doi.org/10.5281/zenodo.7267015
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Articles
Copyright (c) 2022 EKEKE, JOHN .NDUBUEZE and ANWURI PATIENCENWOKAEGO
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