{"id":"https://openalex.org/W1544500929","doi":null,"title":"Measurement of E-service Quality: An Empirical Study in Online Travel Service","display_name":"Measurement of E-service Quality: An Empirical Study in Online Travel Service","publication_year":2009,"publication_date":"2009-01-01","ids":{"openalex":"https://openalex.org/W1544500929","mag":"1544500929"},"language":"en","primary_location":{"id":"pmh:oai:aisel.aisnet.org:ecis2009-1115","doi":null,"is_oa":true,"landing_page_url":"http://aisel.aisnet.org/ecis2009/191","pdf_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1115&context=ecis2009","source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"ECIS 2009 Proceedings","raw_type":"text"},"volume":null,"type":"article","indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1115&context=ecis2009","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5075700357","display_name":"Hongxiu Li","orcid":"https://orcid.org/0000-0002-7447-1222","observed_orcids":["https://orcid.org/0000-0002-7447-1222"]},"institutions":[{"id":"https://openalex.org/I130217899","display_name":"\u00c5bo Akademi University","ror":"https://ror.org/029pk6x14","country_code":"FI","type":"education","lineage":["https://openalex.org/I130217899"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Hongxiu Li","raw_affiliation_strings":["\u00e5bo Akademi University"],"raw_orcid":"https://orcid.org/0000-0002-7447-1222","affiliations":[{"raw_affiliation_string":"\u00e5bo Akademi University","institution_ids":["https://openalex.org/I130217899"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5052199638","display_name":"Liu Yong","orcid":"https://orcid.org/0000-0002-0228-8971","observed_orcids":["https://orcid.org/0000-0002-0228-8971"]},"institutions":[{"id":"https://openalex.org/I130217899","display_name":"\u00c5bo Akademi University","ror":"https://ror.org/029pk6x14","country_code":"FI","type":"education","lineage":["https://openalex.org/I130217899"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Liu Yong","raw_affiliation_strings":["\u00e5bo Akademi University"],"raw_orcid":"https://orcid.org/0000-0002-0228-8971","affiliations":[{"raw_affiliation_string":"\u00e5bo Akademi University","institution_ids":["https://openalex.org/I130217899"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5051166900","display_name":"Reima Suomi","orcid":"https://orcid.org/0000-0003-2169-7997","observed_orcids":["https://orcid.org/0000-0003-2169-7997"]},"institutions":[{"id":"https://openalex.org/I155660961","display_name":"University of Turku","ror":"https://ror.org/05vghhr25","country_code":"FI","type":"education","lineage":["https://openalex.org/I155660961"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Reima Suomi","raw_affiliation_strings":["University of Turku, Turku, Finland"],"raw_orcid":"https://orcid.org/0000-0003-2169-7997","affiliations":[{"raw_affiliation_string":"University of Turku, Turku, Finland","institution_ids":["https://openalex.org/I155660961"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":5.9102,"has_fulltext":true,"cited_by_count":64,"citation_normalized_percentile":{"value":0.95189855,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"1734","last_page":"1745"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9794999957084656,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9794999957084656,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.015300000086426735,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.0020000000949949026,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/e-service-quality","display_name":"e-service quality","score":0.9990000128746033},{"id":"https://openalex.org/keywords/online-travel-services","display_name":"online travel services","score":0.8690000176429749},{"id":"https://openalex.org/keywords/e-service-quality-dimensions","display_name":"e-service quality dimensions","score":0.7760000228881836},{"id":"https://openalex.org/keywords/trust","display_name":"trust","score":0.652999997138977},{"id":"https://openalex.org/keywords/ease-of-use","display_name":"ease of use","score":0.984000027179718},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.8650000095367432},{"id":"https://openalex.org/keywords/system-availability","display_name":"system availability","score":0.9940000176429749},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.9729999899864197},{"id":"https://openalex.org/keywords/consumer-perception","display_name":"consumer perception","score":0.9409999847412109},{"id":"https://openalex.org/keywords/internet-companies","display_name":"internet companies","score":0.5070000290870667},{"id":"https://openalex.org/keywords/scale-development","display_name":"scale development","score":0.5820000171661377}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5374823808670044},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5371443033218384},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5095239281654358},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.44399991631507874},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.33860424160957336},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.20221969485282898},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.10844704508781433},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.06381163001060486}],"mesh":[],"locations_count":3,"locations":[{"id":"pmh:oai:aisel.aisnet.org:ecis2009-1115","doi":null,"is_oa":true,"landing_page_url":"http://aisel.aisnet.org/ecis2009/191","pdf_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1115&context=ecis2009","source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"ECIS 2009 Proceedings","raw_type":"text"},{"id":"mag:1544500929","doi":null,"is_oa":false,"landing_page_url":"http://dblp.uni-trier.de/db/conf/ecis/ecis2009.html#LiLS09","pdf_url":null,"source":{"id":"https://openalex.org/S4306418324","display_name":"European Conference on Information Systems","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"European Conference on Information Systems","raw_type":null},{"id":"mag:3162824732","doi":null,"is_oa":false,"landing_page_url":"https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1115&context=ecis2009","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:aisel.aisnet.org:ecis2009-1115","doi":null,"is_oa":true,"landing_page_url":"http://aisel.aisnet.org/ecis2009/191","pdf_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1115&context=ecis2009","source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"ECIS 2009 Proceedings","raw_type":"text"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1544500929.pdf","grobid_xml":"https://content.openalex.org/works/W1544500929.grobid-xml"},"referenced_works_count":33,"referenced_works":["https://openalex.org/W195845004","https://openalex.org/W1530534970","https://openalex.org/W1563791530","https://openalex.org/W1590240496","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1965098416","https://openalex.org/W1971684258","https://openalex.org/W1977777040","https://openalex.org/W1983112665","https://openalex.org/W2007738521","https://openalex.org/W2014134373","https://openalex.org/W2016863311","https://openalex.org/W2024942097","https://openalex.org/W2026368098","https://openalex.org/W2032600898","https://openalex.org/W2035626379","https://openalex.org/W2039558274","https://openalex.org/W2046669440","https://openalex.org/W2046752514","https://openalex.org/W2047229071","https://openalex.org/W2051978915","https://openalex.org/W2057876936","https://openalex.org/W2088178370","https://openalex.org/W2090552208","https://openalex.org/W2098685541","https://openalex.org/W2099078684","https://openalex.org/W2118335484","https://openalex.org/W2132526747","https://openalex.org/W2151694441","https://openalex.org/W2298128122","https://openalex.org/W3157407122","https://openalex.org/W4235678817"],"related_works":["https://openalex.org/W7100346153","https://openalex.org/W2373381272","https://openalex.org/W2183683421","https://openalex.org/W1997466440","https://openalex.org/W1746883132","https://openalex.org/W2796366291","https://openalex.org/W2901446665","https://openalex.org/W1976610736","https://openalex.org/W2185130310","https://openalex.org/W2296838986"],"abstract_inverted_index":{"Abstract:":[0],"Information":[1],"communication":[2],"technologies":[3],"(ICTs)":[4],"have":[5,146],"significantly":[6],"revolutionized":[7],"travel\\nindustry":[8],"in":[9,21,33,52,63,107,133,197],"the":[10,34,53,64,88,100,113,122,158,179,189],"last":[11],"decade.":[12],"With":[13],"an":[14,67],"increasing":[15],"number":[16],"of":[17,76,90,102,115,119,124,136,151,166,170,181,191,193],"travel":[18,72,138],"companies":[19,47,93,174],"participating":[20],"the\\nInternet":[22],"market,":[23],"low":[24],"price":[25],"has":[26],"become":[27],"a":[28,82],"minimum":[29],"qualification":[30],"to":[31,48,80,178,199,205],"compete":[32],"Internet":[35,65],"market.":[36],"As\\na":[37],"result,":[38],"e-service":[39,60,85,103],"quality":[40,61,86,154,204],"is":[41,79,160],"becoming":[42],"even":[43],"more":[44],"critical":[45,129],"for":[46],"retain":[49],"and":[50,94,117,130,144,168,195],"attract\\ncustomers":[51],"digital":[54],"age.":[55],"This":[56],"study":[57,69,78,109],"focuses":[58],"on":[59,70,148,188],"dimensions":[62,101],"market\\nwith":[66],"empirical":[68],"online":[71,92,125,137],"service.":[73],"The":[74,105],"purpose":[75],"this":[77,108],"develop":[81],"scale":[83],"to\\nevaluate":[84],"from":[87,112,121],"perspectives":[89],"both":[91],"customers,":[95],"which\\nprovides":[96],"fresh":[97],"insight":[98],"into":[99],"quality.":[104],"results":[106],"indicate":[110],"that\\ntrust":[111],"perspective":[114,123],"customer":[116],"ease":[118,169,192],"use":[120,194],"company":[126],"are":[127],"the\\nmost":[128],"important":[131],"facets":[132,180,190],"customers\u2019":[134],"perception":[135,150],"service":[139,153,173,203],"quality,":[140],"while\\nreliability,":[141],"system":[142,183],"availability":[143,184],"responsiveness":[145],"influence":[147,159],"customer\u2019s":[149],"online\\ntravel":[152,202],"as":[155,164],"well,":[156],"but":[157],"not":[161],"so":[162],"strong":[163],"that":[165],"trust":[167,196],"use.":[171],"Online\\ntravel":[172],"should":[175],"pay":[176],"attention":[177],"reliability,":[182],"and\\nresponsiveness":[185],"while":[186],"focusing":[187],"order":[198],"improve":[200],"their":[201],"customers.":[206]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":7},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":8},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":4},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":7},{"year":2014,"cited_by_count":5},{"year":2013,"cited_by_count":8},{"year":2012,"cited_by_count":6}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}