The Effects of E-Service Quality Dimensions on Tourists e-Satisfaction

Abstract

E-service quality has become an essential input for achieving the customers satisfaction in online environment. This study aims to develop research model to assess the quality of e-tourism services and tourists satisfaction toward the websites of the Egyptian travel agencies. Additionally, it seeks to identify the dimensions of e-tourism service quality and its impact on tourists e-satisfaction of such travel agents. Collecting 170 online questionnaire forms from tourists in Egypt, the findings revealed that the dimensions of e-tourism service quality are positively affecting tourists e-satisfaction. Particularly, interactivity and reliability have the greatest contribution to e-satisfaction, versus customer service and privacy having the lowest. The demographic characteristics have influenced the customers perception of e-tourism service quality and e-satisfaction of travel agents websites.

Keywords: E-tourism Service Quality, E-satisfaction, E-tourism, Egyptian Travel Agents

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