Functional quality and hedonic quality: a study of the dimensions of e-service quality in online travel agencies
Autor/a
Bernardo, Merce
Marimon, Frederic
ALONSO ALMEIDA, MARIA DEL MAR
Fecha de publicación
2012-11ISSN
0378-7206
Resumen
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.
Tipo de documento
Artículo
Versión del documento
Versión aceptada
Lengua
Inglés
Materias (CDU)
33 - Economía
Palabras clave
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
Páginas
17
Publicado por
Elsevier Ltd
Colección
49;7-8
Publicado en
Information and Management
Citación
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
Número del acuerdo de la subvención
info:eu-repo/grantAgreement/ES/2PN/ECO2009-12754-CO2-01
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