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This study evaluates applicability of E-service quality measurements in the context of online hotel bookings. Data was collected from an online survey of undergraduate college students at two universities in the United States. The Transaction Process-based Framework (eTransQual) conceptualized by Bauer et al. (2006) was adapted, and the dimensionality of e-service quality was identified. The study identified process/reliability as the most important factor influencing overall quality of booking websites.
Kim, Seung Hyun; Singh, A.J.; and Yoon, Sungsik
"Evaluating Applicability of E-Service Quality in Online Hotel Bookings,"
Hospitality Review: Vol. 30
, Article 5.
Available at: http://digitalcommons.fiu.edu/hospitalityreview/vol30/iss1/5