الفهرس 
IntroductionOnly 14 pages are availabe for public view
 |  | from | 254 |  |  |
| | | from | 254 | | |
Abstract
E-service quality has been found to be an important input to customer satisfaction in online environment. E-satisfaction in the tourism industry is a novel and a new area of research in Egypt. This study aims to; develop a new model for assessing tourists’ satisfaction towards tourism services quality provided by the Egyptian travel agencies websites, explaining the relationship between the electronic tourism services quality and the electronic satisfaction of tourists, and also to understand the dimensions of e-tourism service quality and its impact on tourist’s satisfaction.
The study was conducted by surveying 170 forms of questionnaire for online tourists in Egypt. The Sample of the Study was the tourists who arranged and bought their tours for Egypt from the Egyptian travel agents websites. Simple Random Sample was used in choosing the sample of the study in Cairo, Hurgada and Sharm Elsheikh.
The study introduced a reliable and valid electronic tourism service quality model (called E-TourServQual Model). The model consists of six dimensions these are; efficiency, interactivity, information quality, reliability, customer service, and privacy. The findings revealed that there is a positive significant correlation between the dimensions of e-tourism services quality and electronic tourists’ satisfaction, and both interactivity and reliability are the most important dimensions in contributing to e-satisfaction, but both customer service and privacy is the lowest dimensions in contributing to tourists’ satisfaction. Demographic characteristics of tourists have significantly affect the way that customers perceive the quality of electronic tourism service quality of travel agents and on their perception of e-satisfaction.
This study introduced many of recommendations to many of establishments for developing, supporting and encouraging e-tourism and electronic tourism marketing such as; Egyptian Travel Agents, Ministry of Tourism, Egyptian Tourism Federation, IOETI, Faculties and Institutes of Tourism and Hotels.