Examining the Effects of E-Service Quality and Brand Image on E-Trust, E-Satisfaction, and E-Loyalty for Online Travel Agencies

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dc.contributor.authorKaraca, Şükran
dc.contributor.authorBaran, Züleyhan
dc.date.accessioned2025-03-24T19:47:29Z
dc.date.available2025-03-24T19:47:29Z
dc.date.issued2023
dc.departmentDüzce Üniversitesi
dc.description.abstractNowadays, 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.
dc.description.abstractNowadays, 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.
dc.identifier.doi10.30625/ijctr.1330909
dc.identifier.endpage92
dc.identifier.issn2587-1528
dc.identifier.issue2
dc.identifier.startpage80
dc.identifier.urihttps://doi.org/10.30625/ijctr.1330909
dc.identifier.urihttps://hdl.handle.net/20.500.12684/18773
dc.identifier.volume7
dc.language.isoen
dc.publisherIzmir Katip Celebi University
dc.relation.ispartofUluslararası Güncel Turizm Araştırmaları Dergisi
dc.relation.publicationcategoryMakale - Ulusal Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/openAccess
dc.snmzKA_DergiPark_20250324
dc.subjectOnline Travel Agencies|E-Service Quality|Brand Image|E-Satisfaction|E-Loyalty|E-Trust|Online Travel Agencies|E-Service Quality|Brand Image|E-Satisfaction|E-Loyalty|E-Trust
dc.titleExamining the Effects of E-Service Quality and Brand Image on E-Trust, E-Satisfaction, and E-Loyalty for Online Travel Agencies
dc.title.alternativeExamining the Effects of E-Service Quality and Brand Image on E-Trust, E-Satisfaction, and E-Loyalty for Online Travel Agencies
dc.typeArticle

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