Online travel agencies (OTAs) e-service quality, brand image, customer satisfaction and loyalty / Wan Nur Fasihah Wan Jasni ...[et al.]

• Main Authors: Wan Jasni, Wan Nur Fasihah, Jamaluddin, Mohd Raziff, Hanafiah, Mohd Hafiz
• Format: Article
• Language: English
• Published: Faculty of Hotel and Management, Universiti Teknologi MARA, Puncak Alam Campus 2020
• Subjects: Travel agencies and clubs; Travel and the state. Tourism; Branding (Marketing); Consumer satisfaction
• Online Access: http://ir.uitm.edu.my/id/eprint/43008/1/43008.pdf; http://ir.uitm.edu.my/id/eprint/43008/; https://www.jthca.org/jthca

This research aims to analyse the influence of e -service quality and brand image on customer satisfaction and customer loyalty of using online travel agencies (OTAs) in Malaysia. This is a cross-sectional study, and the target population for this research includes all Malaysian customers that use O...