E-service quality management of a hotel website: A scale and implications for management
Abstract
This study conceptualizes e-service quality with respect to a hotel website and develops a corresponding measurement scale. Using a mixed methodology research design, 29 semi-structured interviews first defined customers’ perceptions of hotel websites and identified the important areas for investigation. A subsequent online survey of people who had recently visited a hotel website resulted in 843 usable responses, from which the e-service quality measurement scale was developed. The measurement scale for hotel websites comprised 24 items across six factors: functionality, atmospheric quality, reliable information, locality information, customer reviews, and emotional engagement. The investigation found two higher order factors (environment and process quality) to measure e-service quality for hotel websites. The newly developed scale gives a better understanding of e-service quality in the hotel context and enables hotel practitioners to improve hotel website quality.
RAS ID
26978
Document Type
Journal Article
Date of Publication
2017
School
School of Marketing, Tourism and Leisure
Copyright
subscription content
Publisher
Routledge
Recommended Citation
Hahn, S., Sparks, B., Wilkins, H., & Jin, X. (2017). E-service quality management of a hotel website: A scale and implications for management. DOI: https://doi.org/10.1080/19368623.2017.1309612
Comments
Hahn, S. E., Sparks, B., Wilkins, H., & Jin, X. (2017) E-service quality management of a hotel website: A scale and implications for management, Journal of Hospitality Marketing & Management, 26(7), 694-716. https://doi.org/10.1080/19368623.2017.1309612