Factors Influencing E-Service Quality in Indian Tourism Industry

Abstract

The online tourism industry is growing at a fast pace in India. The traditional forms of tourism are being replaced by new form e-tourism. The internet has offered with easy and cost effective solution to people who go for online travel bookings. E-service tourism companies need to understand the customer requirement and meet their expectations by evaluating and improving their website quality. The paper explores the factors of E-service quality in Indian context. The results indicated eleven factors affecting of electronic service quality. The study found that mere online presence was not important but providing excellent e-services on websites was essential to retain customers.