Abstract:

In the last few years, the business environment has witnessed a substantial growth of internet-based services, both from pure Internet businesses and from traditional companies that are developing online services. For the later type of companies, a company in the traveling industry could be an example that drastically changes with entering of the internet. The purpose of this study is to gain a better understanding of service quality dimensions that affect customer loyalty in the travelling industry. Three service quality dimensions are tested in the Online Reservation Websites in order to explore the relationship between service quality, and customer loyalty. The empirical data are gathered by using questionnaire and a survey is conducted with 300 persons. The results of this study show that three dimensions of “Service quality” (Online Operation perception, Online Appearance Perception, and Accuracy Online Perception) have significant relationships with “Loyalty intentions”. The results further indicate that “ One interesting finding of this study is that from three dimensions of service quality (OOP, OAP, and AOP) Accuracy online perception has the highest explanatory power compared to other factors.