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Growing Science » Authors » Bilal Al-nassar

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1.

The influence of electronic service quality on relationship quality: Evidence from tourism industry Pages 2759-2768 Right click to download the paper Download PDF

Authors: Arwa Rahahleh, Sanaa Al-Nsour, Monira Moflih, Zaid Alabaddi, Bilal Al-nassar, Nour Al-Nsour

doi 10.5267/j.msl.2020.4.034

🔑 Keywords: Electronic Service Quality, Relationship quality, Tourism sector

Abstract:
The purpose of this study is to offer better understanding to the dimensions of e-service quality and relationship quality by building on previous literature on e-service quality of tourism sector in Jordan. Moreover, the study also aimed to study the influence of Electronic Service Quality on relationship quality within the tourism sector in Jordan from the customer's perspective. The Electronic Service Quality is represented by information quality, ease of use, reliability, privacy and responsiveness. The population of the study consisted international tourists, who visited (Dead Sea) Jordan during summer 2019. A convenient random sample was taken amounted (400) participants and PLS was used to examine the study hypotheses. The researchers found that there was statistically significant influence of the Electronic Service Quality on relationship quality. The study also indicates that ease of use, privacy and responsiveness had significant positive influence on relationship quality. The researchers recommended the use of electronic services and focus on the dimensions of e-service quality on tourism electronic services especially in Jordan.
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Journal: MSL | Year: 2020 | Volume: 10 | Issue: 12 | Views: 4445

 

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