Measuring the Quality of Travel Agencies E-Service Application: Proposed A Model

Abstract

This study has been handled to a two dimensional e-service quality measurements, based on e-service quality measurement models in the literatüre, according to changing consumer demands. E-service quality models has been composed from two factors and seven sub-factors belong to these two factors, in mind to be associated with perceived quality on pre-puchase and post-purchase process. The aim of this study has been identified as developing a two dimensional model for travel agencies by putting out eservice quality dimensions. With the context of study questionnaire form was experimented to 163 people and factor analysis was made with the aim of identifying sub-dimensions and in this factors. At the result of study, a model has been proposed a model for measuring the quality of travel agencies’ e-service application.