Measuring Perceived E-Service Quality

カテゴリ: 国際会議

論文No: SS2-4

グループ名: ACIS2015

発行日: 2015/10/15

著者名(英語): Nur Fazidah Elias (Universiti Kebangsaan Malaysia),Hazura Mohamed(Universiti Kebangsaan Malaysia), Rira Rahayu Arridha(Universiti Kebangsaan Malaysia)

キーワード: Service quality, servqual, airline industry

要約(英語): The quality of online services is playing an increasingly important role in determining customer satisfaction. If customers are satisfied with the services received through the online system, it is likely they will keep using the system. The purpose of this study is to assess the perceived service quality of airline websites attributes in Malaysia and to determine the perception between males and female towards e-service quality. A modified servqual and Nusair and Kandampully’ model scale was used to assess service quality perceptions from the perspective of airlines customers in Malaysia. Data were collected through an online survey. Descriptive statistical analysis and independent t-test were conducted. The study results indicate the rather high expectations of airline websites users regarding service quality. Personalization, information quality, tangibility, responsiveness and trust are the key factors that best explained customers’ expectations of airline e-service quality.

原稿種別: 英語

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