Quality Perception and Satisfaction Levels of Customers on e-Services of Holiday Websites

Abstract

The aim of this research is to explore how different demographic factors affect customers' perceptions of quality and satisfaction with electronic holiday websites. A survey was conducted and 392 participants provided data. Factor analysis identified three factors of customer perception, namely 'informative', 'secure' and 'quality'. In general, participants perceived the quality of holiday websites positively. When examining the effect of demographic factors on quality perception and satisfaction, it can be concluded that gender, age, education and marital status do not make a statistically significant difference.
However, it was observed that customer satisfaction with holiday websites varied according to monthly income. This contrast was particularly evident between low- and high-income respondents. In particular, those with higher incomes reported lower perceptions of the quality of holiday websites.