Online Travel Service Quality: The Role of Pre-Transaction Services

A.C.R. van Riel*, J. Semeijn, P.F.J. Pauwels

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review

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The internet revolution has led to significant changes in the way travel agencies interact with customers. Travel websites are used to different degrees, and for a variety of combinations of pre-transaction, transaction and post-transaction services. A better understanding of how customers interact with online services will help providers improve service quality to levels that satisfy or even delight customers, and thus create loyalty. This article provides a comprehensive review of the literature on online service quality, applies the theory to online travel offerings, and reports on an empirical study of quality perceptions of pre-transaction services provided on three travel websites. Effects on customer responses were measured for process and outcome dimensions of online service quality. Implications for the design of online travel services and suggestions for further research are formulated.
Original languageEnglish
Pages (from-to)475-493
JournalTotal Quality Management
Issue number4
Publication statusPublished - 1 Jan 2004

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