A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study

By Shohreh A. Kaynama, C. Black. 2000

385 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/162345a1da3fca30d29bda57441a604a997cc24d

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

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Citations in the corpus

Measuring customer perceived online service quality: Scale development and managerial implications (2004, background): “Further, other studies have attempted to identify key dimensions of service quality in the context of narrowly defined online businesses, such as online banks, portal services, and travel agencies (Kaynama and Black, 2000; Jun and Cai, 2001; Van Riel et al., 2001).”
The development of an e-travel service quality scale (2007, methodology): “In terms of measuring the service quality of online travel agencies, Kaynama and Black (2000) proposed seven criteria including content, accessibility, navigation, design/ presentation, responsiveness/feedback, background information, and personalization/customization. These criteria were selected s”
Understanding digital content marketing (2008, background): “…Jayawardhena 2004; Zhu et al. 2002) and online service and customer support (e.g. Bitner et al. 2002; Croom and Johnston 2002; Janda et al. 2002; Kaynama and Black 2000; Kim et al. 2006; Negash et al. 2003; Parasuraman et al. 2005), but there is a marked paucity of literature on digital content…”
Customer Loyalty in E-Commerce (2002, result): “On the contrary, previous research has questioned whether the traditional dimensions of service quality can be applied to online service quality precisely because of this machine interface [e.g. Gefen and DeVine 2001; Kaynama and Black 2000; Shankar et al. 2000; Young 2001; Zeithaml et al. 2001].”
Success Factors for Destination Marketing Web Sites: A Qualitative Meta-Analysis (2007, background): “Web-based destination marketing has become a reality for most DMOs and simultaneously constitutes a great opportunity and a great challenge for these organizations (Gretzel, Yuan, and Fesenmaier 2000).”
Exploring the adoption and processing of online holiday reviews: A grounded theory approach (2011, background): “Kaynama & Black, 2000; Perdue, 2001; Wan, 2002), with small variations in terminology and definition.”
WebQual: An Instrument for Consumer Evaluation of Web Sites (2007, background): “The customer service provided by a firm enhances or detracts from the consumer’s ability to complete the task [44, 56, 57, 73, 110].”
Learners' acceptance of e-learning in South Korea: Theories and results (2009, background): “Recognizing that SERVQUAL is not sufficient for measuring e-business service quality, Kaynama and Black (2000) developed an e-service quality measure comprised of seven dimensions: content, access, navigation, design, response, background, and personalization.”
Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services (2004, neutral): “Kaynama and Black (2000) have identified the”
The Measurement of Service Quality in the Tour Operating Sector: A Methodological Comparison (2004, background): “The sample of 220 was comparable in size with similar service quality studies undertaken in the past (Saleh and Ryan 1991; Hudson and Shephard 1998; Kaynama and Black 2000; Fick and Ritchie 1991; Carman 1990).”