Functional Quality and Hedonic Quality: A Study of the Dimensions of e-Service Quality in Online Travel Agencies

We attempted to clarify the dimensions of e-service quality and their role in producing perceived value and loyalty among customers of e-commerce websites. We particularly examined whether e-quality consisted of two groups of dimensions: (i) functional; or (ii) hedonic quality. Based on a survey of...

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Detalles Bibliográficos
Autores: Bernardo Vilamitjana, Mercè, Marimón Viadiu, Frederic, Alonso Almeida, María del Mar
Tipo de recurso: artículo
Estado:Versión aceptada para publicación
Fecha de publicación:2012
País:España
Institución:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
Repositorio:Recercat. Dipósit de la Recerca de Catalunya
OAI Identifier:oai:recercat.cat:2445/178114
Acceso en línea:https://hdl.handle.net/2445/178114
Access Level:acceso abierto
Palabra clave:Agències de viatges
Sistemes en línia
Comerç electrònic
Travel agencies
Online data processing
Electronic commerce
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spelling Functional Quality and Hedonic Quality: A Study of the Dimensions of e-Service Quality in Online Travel AgenciesBernardo Vilamitjana, MercèMarimón Viadiu, FredericAlonso Almeida, María del MarAgències de viatgesSistemes en líniaComerç electrònicTravel agenciesOnline data processingElectronic commerceWe attempted to clarify the dimensions of e-service quality and their role in producing perceived value and loyalty among customers of e-commerce websites. We particularly examined whether e-quality consisted of two groups of dimensions: (i) functional; or (ii) hedonic quality. Based on a survey of 1201 online customers of Spanish travel agencies, we used structural equation modelling to show that both types of quality are distinct dimensions of e-quality and that both have positive and significant influence on perceived value. In addition, perceived value was shown to have a significant impact on loyalty, thus validating the chain from service quality-to-perceived value-to-loyalty in the context of e-commerce. The implication for e-service managers is that they must be aware of the importance of hedonic quality in seeking to attract and retain customers.Elsevier2021202120122021info:eu-repo/semantics/articleinfo:eu-repo/semantics/acceptedVersion6 p.application/pdfhttps://hdl.handle.net/2445/178114Articles publicats en revistes (Empresa)reponame:Recercat. Dipósit de la Recerca de Catalunyainstname:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)InglésVersió postprint del document publicat a: https://doi.org/10.1016/j.im.2012.06.005Information & Management, 2012, vol. 49, num. 7-8, p. 342-347https://doi.org/10.1016/j.im.2012.06.005(c) Elsevier, 2012info:eu-repo/semantics/openAccessoai:recercat.cat:2445/1781142026-05-29T05:05:01Z
dc.title.none.fl_str_mv Functional Quality and Hedonic Quality: A Study of the Dimensions of e-Service Quality in Online Travel Agencies
title Functional Quality and Hedonic Quality: A Study of the Dimensions of e-Service Quality in Online Travel Agencies
spellingShingle Functional Quality and Hedonic Quality: A Study of the Dimensions of e-Service Quality in Online Travel Agencies
Bernardo Vilamitjana, Mercè
Agències de viatges
Sistemes en línia
Comerç electrònic
Travel agencies
Online data processing
Electronic commerce
title_short Functional Quality and Hedonic Quality: A Study of the Dimensions of e-Service Quality in Online Travel Agencies
title_full Functional Quality and Hedonic Quality: A Study of the Dimensions of e-Service Quality in Online Travel Agencies
title_fullStr Functional Quality and Hedonic Quality: A Study of the Dimensions of e-Service Quality in Online Travel Agencies
title_full_unstemmed Functional Quality and Hedonic Quality: A Study of the Dimensions of e-Service Quality in Online Travel Agencies
title_sort Functional Quality and Hedonic Quality: A Study of the Dimensions of e-Service Quality in Online Travel Agencies
dc.creator.none.fl_str_mv Bernardo Vilamitjana, Mercè
Marimón Viadiu, Frederic
Alonso Almeida, María del Mar
author Bernardo Vilamitjana, Mercè
author_facet Bernardo Vilamitjana, Mercè
Marimón Viadiu, Frederic
Alonso Almeida, María del Mar
author_role author
author2 Marimón Viadiu, Frederic
Alonso Almeida, María del Mar
author2_role author
author
dc.subject.none.fl_str_mv Agències de viatges
Sistemes en línia
Comerç electrònic
Travel agencies
Online data processing
Electronic commerce
topic Agències de viatges
Sistemes en línia
Comerç electrònic
Travel agencies
Online data processing
Electronic commerce
description We attempted to clarify the dimensions of e-service quality and their role in producing perceived value and loyalty among customers of e-commerce websites. We particularly examined whether e-quality consisted of two groups of dimensions: (i) functional; or (ii) hedonic quality. Based on a survey of 1201 online customers of Spanish travel agencies, we used structural equation modelling to show that both types of quality are distinct dimensions of e-quality and that both have positive and significant influence on perceived value. In addition, perceived value was shown to have a significant impact on loyalty, thus validating the chain from service quality-to-perceived value-to-loyalty in the context of e-commerce. The implication for e-service managers is that they must be aware of the importance of hedonic quality in seeking to attract and retain customers.
publishDate 2012
dc.date.none.fl_str_mv 2012
2021
2021
2021
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/acceptedVersion
format article
status_str acceptedVersion
dc.identifier.none.fl_str_mv https://hdl.handle.net/2445/178114
url https://hdl.handle.net/2445/178114
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv Versió postprint del document publicat a: https://doi.org/10.1016/j.im.2012.06.005
Information & Management, 2012, vol. 49, num. 7-8, p. 342-347
https://doi.org/10.1016/j.im.2012.06.005
dc.rights.none.fl_str_mv (c) Elsevier, 2012
info:eu-repo/semantics/openAccess
rights_invalid_str_mv (c) Elsevier, 2012
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 6 p.
application/pdf
dc.publisher.none.fl_str_mv Elsevier
publisher.none.fl_str_mv Elsevier
dc.source.none.fl_str_mv Articles publicats en revistes (Empresa)
reponame:Recercat. Dipósit de la Recerca de Catalunya
instname:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
instname_str Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
reponame_str Recercat. Dipósit de la Recerca de Catalunya
collection Recercat. Dipósit de la Recerca de Catalunya
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15.81155

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