Functional quality and hedonic quality: a study of the dimensions of e-service quality in online travel agencies
Author
Bernardo, Merce
Marimon, Frederic
ALONSO ALMEIDA, MARIA DEL MAR
Publication date
2012-11ISSN
0378-7206
Abstract
We attempted to clarify the dimensions of e-service quality and their role in producing perceived value and loyalty among customers of e-commerce websites. We particularly examined whether e-quality consisted of two groups of dimensions: (i) functional; or (ii) hedonic quality. Based on a survey of 1201 online customers of Spanish travel agencies, we \ used structural equation modelling to show that both tpes of quality are distinct dimensions of e-quality and that both have positive and significant influence on perceived value. In addition, perceived value was shown to have a significant impact on loyalty, thus validating the chain from service quality-to-perceived value-to-loyalty in the context of e-commerce. The implication for e-service managers is that they must be aware of the importance of hedonic quality in seeking to attract and retain customers.
Document Type
Article
Document version
Accepted version
Language
English
Subject (CDU)
33 - Economia
Keywords
Control de calidad
Control de qualitat
Quality control
Fidelización del cliente
Fidelitat a una marca
Customer loyalty
Agències de viatges
Travel agents
Agencias de viajes
Pages
17
Publisher
Elsevier Ltd
Collection
49;7-8
Is part of
Information and Management
Citation
Bernardo, Mercè; Marimon Viadiu, Frederic; Alonso-Almeida, María del Mar. «Functional quality and hedonic quality: a study of the dimensions of e-service quality in online travel agencies». Information and Management, 2012, vol. 49, núm. 7-8, p. 342-347. Disponible en: <https://www.sciencedirect.com/science/article/abs/pii/S0378720612000511?via%3Dihub>. Fecha de acceso: 05 jul. 2019. https://doi.org/10.1016/j.im.2012.06.005
Grant agreement number
info:eu-repo/grantAgreement/ES/2PN/ECO2009-12754-CO2-01
This item appears in the following Collection(s)
Rights
http://creativecommons.org/licenses/by-nc-nd/4.0/
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Except where otherwise noted, this item's license is described as http://creativecommons.org/licenses/by-nc-nd/4.0/