dc.contributor.author | Karaca, Şükran | |
dc.contributor.author | Baran, Züleyhan | |
dc.date.accessioned | 2024-05-27T13:13:16Z | |
dc.date.available | 2024-05-27T13:13:16Z | |
dc.date.issued | 2023 | tr |
dc.identifier.uri | https://hdl.handle.net/20.500.12418/15162 | |
dc.description.abstract | Nowadays, e-commerce is ubiquitous across various industries, encompassing the
marketing of numerous products and services, including tourism services. Global travel
agencies have embraced the provision of personalized customer service online. In this
context, the aim of the study is to examine the effect of e-service quality and brand image
for online travel agencies (OTA) on e-trust, e-satisfaction and e-loyalty. Data were
collected through an online survey method from a sample of 1176 respondents. The
collected data were analyzed employing confirmatory factor analysis and path analysis
using the AMOS program. The findings of the conducted analyses unveiled that e-service
quality exhibited a negative impact on e-trust, e-satisfaction, and e-loyalty for online travel
agencies, whereas the brand image exerted a positive influence on e-trust, e-satisfaction,
and e-loyalty. Consequently, it can be inferred that customer services delivered via
electronic platforms should be prominently positioned in the travel market, with particular
emphasis on brand image. | tr |
dc.language.iso | eng | tr |
dc.rights | info:eu-repo/semantics/openAccess | tr |
dc.title | Examining the Effects of E-Service Quality and Brand Image on E-Trust, E-Satisfaction, and E-Loyalty for Online Travel Agencies | tr |
dc.type | article | tr |
dc.relation.journal | International Journal of Contemporary Tourism Research | tr |
dc.contributor.department | Turizm Fakültesi | tr |
dc.identifier.volume | 7 | tr |
dc.identifier.issue | 2 | tr |
dc.identifier.endpage | 92 | tr |
dc.identifier.startpage | 80 | tr |
dc.relation.publicationcategory | Rapor | tr |