2017
DOI: 10.1007/978-3-319-67603-6_13
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Evaluation of E-Service Quality in the Hotel Sector: A Systematic Literature Review

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Cited by 8 publications
(7 citation statements)
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References 12 publications
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“…Chinese entrepreneurs are great listener, thus they understand how to make their customer loyal (Susilo, 2020). The results of this study support previous researches by Lin et al (2018), Kourtesopoulou, Kehagias & Papaioannou (2018) and Megasari (2019).…”
Section: E-service Quality Gives Positive Direct and Significant Effect To E-satisfactionsupporting
confidence: 89%
See 1 more Smart Citation
“…Chinese entrepreneurs are great listener, thus they understand how to make their customer loyal (Susilo, 2020). The results of this study support previous researches by Lin et al (2018), Kourtesopoulou, Kehagias & Papaioannou (2018) and Megasari (2019).…”
Section: E-service Quality Gives Positive Direct and Significant Effect To E-satisfactionsupporting
confidence: 89%
“…Based on the opinion of the experts above, it can be concluded that loyalty is not only about repurchase behaviour and commitment, but loyalty also arises from the psychological involvement of consumers with the website, resulting in a positive attitude and intention to buy again in the future (Lin et al, 2018). E-service quality has been found to influence trust and to explain the emotional loyalty of website visitors (Kourtesopoulou, Kehagias & Papaioannou, 2018). Furthermore, they also revealed that e-service quality, which leads to customer satisfaction, will affect the growth of customer loyalty.…”
Section: Relationship Between E-service Quality and E-loyaltymentioning
confidence: 97%
“…Subsequent to this, [33] showed that privacy was an important dimension in 17 of 20 studies on perceived quality using the E-S-QUAL method. It is important to address this issue, since in research such as that conducted by [48], serious shortcomings were detected in privacy and personal data protection policies in the online accommodation sector. Indeed, [49] expressly specified that hotel managers should ensure their websites generate the greatest positive emotional flow towards their guests if they want to make them regular customers, and that includes the privacy and security of customer data, among other factors.…”
Section: H1: Efficiency Directly and Positively Influences The Qualitmentioning
confidence: 99%
“…However, there is little understanding throughout managers about IT, so they and their teams should have more skills in IT-related issues (Law et al, 2009). People take care of the quality of touristic places as before but there is a new phenomenon named e-services which is a key to succeed in competing due to its effect on purchasing decisions (Kourtesopoulou, Kehagias, & Papaioannou, 2018). Perceived benefits and obstacles of e-business, technology readiness, competitive pressure, and trading partner collaboration are the drivers that are important for the tourism industry (Oliveira & Martins, 2010).…”
Section: Literature Reviewmentioning
confidence: 99%