Title: Extending E-S-QUAL with hedonic dimensions to measure the quality of internet travel services and its effects on perceived value, loyalty and switching barriers

Authors: Ilias Santouridis; Eirini Krikoni

Addresses: TEI of Thessaly, 41 110, Larissa, Greece ' TEI of Thessaly, 41 110, Larissa, Greece

Abstract: The present study investigates the applicability of an E-S-QUAL version, which extends the original model with hedonic dimensions, on intermediary websites offering hotel room booking services. Field research was conducted, utilising an interviewer-administered questionnaire based on E-S-QUAL and extended with two dimensions, namely design and enjoyment. The results of principal component analysis were very encouraging, since the six-factor structure of the scale was verified. This was followed by the conduct of three multiple regression analyses, using the latent factors emerged as independent variables and customer perceived value, loyalty and switching barriers as the dependents. The results showed that system availability and design emerged as the most influential factors, since they exhibit a significant positive effect on all three dependents. At the same time, efficiency was found to have a significant positive impact on customer perceived value and loyalty. Moreover, privacy was found to significantly influence perceived value.

Keywords: e-services; service quality; E-S-QUAL; hedonic dimensions; perceived value; loyalty; switching barriers; scale development; Greece; electronic services; online services; quality measurement; internet travel services; online travel services; online booking services; hotel room bookings; intermediary websites; principal component analysis; PCA; system availability; system design; efficiency; privacy.

DOI: 10.1504/IJTMKT.2016.077395

International Journal of Technology Marketing, 2016 Vol.11 No.3, pp.301 - 318

Received: 27 Feb 2015
Accepted: 23 Sep 2015

Published online: 29 Jun 2016 *

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