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The Effect of e-Service Quality of Car Rental via Website on Customer Satisfaction |
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รหัสดีโอไอ | |
Creator | Chalunton Suksatan |
Title | The Effect of e-Service Quality of Car Rental via Website on Customer Satisfaction |
Publisher | MSMIS Thammasat University |
Publication Year | 2567 |
Journal Title | Journal of information systems in Business |
Journal Vol. | 10 |
Journal No. | 2-3 |
Page no. | 54 |
Keyword | Car rental website, E-Service Quality, Satisfaction |
URL Website | http://www.jisb.tbs.tu.ac.th |
ISSN | 2465-4264 |
Abstract | The rapid expansion of the Internet has driven numerous service-oriented industries to embrace online platforms, resulting in a widespread shift towards e-commerce. Car rental services are among those transforming their business models through digital platforms. In today's digitally driven marketplace, electronic service quality has become a critical determinant of success. Consumers increasingly prioritize value and satisfaction alongside cost considerations. This research, therefore, aims to study the influence of electronic service quality on user satisfaction in online car rental services. Data were collected from 162 individuals who had rented vehicles online via a structured questionnaire. The collected data were analyzed using descriptive statistics including frequency distribution, mean, standard deviation, and percentage and multiple linear regression for hypothesis testing. The findings indicate that aspects of electronic service quality, including trust, contact, and efficiency have a significant positive impact on user satisfaction with online car rental services. However, factors such as system availability, fulfillment, privacy, compensation, and responsiveness were found to have no significant positive effect on user satisfaction. |