Dimension of e-service quality for online travel agencies : a factor analysis

Abstract

The study seeks to determine factor structures of e-service quality and develop a multidimensional framework for online travel agencies, ensuring sustainable consumption and production. The researchers utilized a questionnaire with demographic information and authentic responses from 397 participants to identify the relevance of e-service in any travel agency. The data obtained showcases the Internet's significance in gathering numerous customers towards e-booking. The statistical tools used were mean, frequency distribution, binary logistic regression, explanatory factor analysis, and the VARIMAX method, which have resulted in 2 factors: security and accessibility. This study uses a descriptive exploratory approach in a non-experimental quantitative study design. This study has benefited business owners who use Internet resources to operate their enterprises. Travel agents also offer online services for purchasing hotel rooms and airline tickets through web and application-based apps. Online travel agencies (OTAs) provide booking alternatives for goods and services and travel information. OTAs employ various business models to distribute hotel rooms. The use of electronic networks has significantly changed consumer and company behavior in the travel and tourism sector, leading to the growth of the online travel electronic services industry. This transformation has given rise to a new approach to managing a company. The shift from offline to online travel has greatly influenced the growth of events and activities worldwide. In Davao City, a study aims to develop a framework for factors affecting e-service quality for online travel agencies.