Featuring the e-service quality of online website from a varied perspective

Abstract

The websites vigorously grow and inevitably need to provide consumers high-quality service to create excellent experience and win the customers’ heart to establish mutually beneficial and long-term relationship. Consequently, the e-service quality attracts priority-concerns. The research purpose differentiates three service quality models that make the effects on consumer loyalty-related behavior under e-service environment. Data were surveyed from online consumers to test the research model. Conclusively, the empirical results indicate: (1) service quality (SERVQUAL) model appears superior to quality of electronic service (QES) model and website performance index (WPI) model in explaining e-service quality; (2) service quality has significant positive effects on affective, continuance, and normative commitment; (3) affective commitment has significant positive effects on loyalty and advocacy intention; (4) normative commitment has significant effects on loyalty, advocacy intentions, and willingness to pay more; while continuance commitment does not have the same effects.

Exploring the Performance of Hotels’ Websites for Guests With Disabilities: A Content Analysis Approach

“…In other words, to satisfy the needs of these essential stakeholders, the hotel industry should pay attention to the service details about PwD. By this way, this service provision can create this segments' dependency (Obal and Kunz, 2013), and loyalty (Chuang et al, 2016) Whether the travel of PwD is emphasized in terms of 'disabled travel', 'accessible tourism', 'inclusive travel' or 'barrier free', the reality for hotel operations is that PwD in connection with the ageing population is a growing market that is an essential segment of the tourism sector, which cannot be ignored under the law or from a business standpoint (Buhalis et al, 2005;Darcy, 2003;Dwyer and Darcy, 2008;Genoe and Singleton, 2009;Nazli and Mutlu, 2018;Neumann and Reuben, 2004;Van Horn, 2007). Based on the uniqueness of this study, this research sheds a light on the efforts put on for the disabilities by the four and five star hotels and will open up novel perspectives of other tourism establishments, researchers, practitioners and hoteliers.…”

“…As indicated by Victorino and Verma (2006), as the type of customer changes, expectations of customers also change. Since the expectations of PwD from the hospitality industry is a less studied research area, this assessment is carried through the content of corporate website, which plays a significant role in strategic positioning of firms (Simeon, 1999), customer dependency (Obal and Kunz, 2013), customer loyalty (Chuang et al, 2016) and customer satisfaction (Kim and Stoel, 2014) also. Accordingly, the main purpose of this study is to investigate the facilities of hospitality industry related to the service provision for PwD.…”

Compatibility of Firm Positioning Strategy and Website Content: Highest R&D Spending Firms in Turkey

“…Besides these top 28 innovative firms, other firms listed in Turkishtime, considering other perspectives, not just the R&D expenditures, can also be evaluated with different measurement factors or indicators. Besides, this study can be widened by evaluating through SERVQUAL (Parasuraman et al, 1985) which is widely used for measuring service quality (Chuang et al, 2016). Since this study only focuses on the actual service quality, the expected service quality through customer perspective can be measured.…”

“…As indicated by Pollach (2011), corporate websites are "for the purpose of presenting the organization to external stakeholder groups such as customers, investors or press" so work as "the control of information flow in support of corporate image strategies" (Sullivan, 1999). Websites are also expected to provide high quality service for customer loyalty (Chuang et al, 2016) and may increase the customer dependence (Obal and Kunz, 2013). Correspondingly in business, a large number of firms facilitate websites which affects consumer satisfaction (Kim and Stoel, 2014;Faizan, 2016), business performance (Lee and Kozar, 2006) and purchase intention (Wells et al, 2011), all implying the importance of website quality on stakeholder's decision.…”

Gestão da produção em foco: volume 12

“…Para isso, ele deve manter atualizadas as informações que coleta do setor, além de fazer um planejamento adequado, desde o capital inicial, passando pelo cumprimento das leis municipais e federais (SEBRAE, 2015). Em seu estudo Chuang et al (2016), afirmam que há necessidade urgente em fornecer alta qualidade para os serviços prestados para que os clientes possam experimentar um consumo superior em seus serviços com a finalidade de manter uma relação de benefícios mútuos.…”