An investigation of relationship between perceived electronic service quality, satisfaction and loyalty of web-based travel agencies

Internet currently has been accepted as a powerful new marketing and sales channel. This aspect shows itself in the travel and tourism industry. A rapidly increasing number of travel and tourism businesses are competing cruelly for a share of this new market. As a result of this, e-service quality has become an extremely important tool to attract and retain customers in this digital age. In this study, a scale was adapted to measure electronic service quality of the webbased travel agencies, then the relationship between electronic service quality, satisfaction and loyalty were investigated. The findings showed that a significant relationship between these three variables mentioned above. The significance of effective electronic service quality factors on customer satisfaction and loyalty have been extensively examined and interpreted. In addition, perceptions of electronic service quality that the differences according to demographic variables were also examined. Research findings are predicted to provide important information for academics and practitioners working in this field. Keywords: E-Service, E-Service Quality, E-Service Quality Models, Web-Based Travel Agencies.