A Factor Analytic Study on Service Quality Perceptions and Satisfaction in the E- Tourism

Subject Areas : General Management

M. Matta ¹ , S. Verma ²

1 - Lingaya’s University, Faridabad, Haryana, India.
2 - JIMS, Kalkaji College, New Delhi, India.

Received: 2013-10-29 Accepted : 2013-10-29 Published : 2013-07-01

Keywords: E-tourism, Service quality perceptions an,

Abstract :

E-tourism has evolved as a mainstay business for tourist service providers. It plays an integral role in the dissemination of information and influencing consumer’s preferences and satisfaction. The purpose of this study is to identify the dimensions of service quality perceptions of consumers in e-tourism in the Indian context. It also aims to understand the relative impact of these service quality dimensions on the satisfaction of the consumers. The techniques of factor and regression analysis have been used for this study. The findings show that consumers place a lot of emphasis on information content, security, functionality, customer interactions, and responsiveness while assessing the service quality and these in turn, affect their satisfaction level in the Indian e-tourism.