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  1. Surveys
  2. 2017
  3. May
  4. O
  5. OTA Social Media E-service Quality
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Questions marked with a * are required Exit Survey
 
 
* Please indicate which online travel agency you used/booked in your last experience: 
   
 
 
 
When was the last time you made a booking on
this website?
 
Less than a month ago
 
Between 1 month and 6 months ago
 
Between 6 months and 12 months ago
 
Longer than a year ago
 
 
 
How often do you visit this website? 
 
Weekly
 
Once in 2 weeks
 
Monthly
 
Once in 2 months
 
Others (specify)
 
 
 

Which of these Social Media sites
does the online travel agency maintain an active account?

 
YouTube
 
Twitter
 
Snapchat
 
Facebook
 
Google+
 
Pinterest
 
WhatsApp
 
Skype
 
LinkedIn
 
Instagram 
 
Viber

 
 
 

Which of these Social Media platforms do you follow?

 
YouTube
 
Twitter
 
Snapchat
 
Facebook
 
Google+
 
Pinterest
 
WhatsApp
 
Skype
 
LinkedIn
 
Instagram 
 
Viber

 
 
 
How many ratings and reviews do you read before booking?
 
Option 1
 
6-10
 
11-15
 
16-20
 
More than 20
 
 
Please rate the website's EFFICIENCY/EASE OF USE using a 5-point scale
Strongly Disagree Disagree Not Sure Agree Strongly Agree
The online travel agency website makes it easy for me to find ratings and reviews from other customers
The ratings and reviews on the online travel agency website make the booking decision easier for me
The ratings and reviews on the online travel agency website help me evaluate alternatives
I think that the ratings and reviews on the online travel agency website are well organized
I think that the ratings and reviews on the online travel agency website are simple to use
 
 
Please rate the website's INFORMATION AND CONTENT using a 5-point scale
Strongly Disagree Disagree Not Sure Agree Strongly Agree
I think that the ratings and reviews on the online travel agency website are useful
I think that the number of ratings and reviews on the online travel agency website is sufficient
I think that the ratings and reviews on the online travel agency website are informative
I think that the ratings and reviews on the online travel agency website are up-to-date
I think that the ratings and reviews on the online travel agency website are accurate
I think that the ratings and reviews on the online travel agency website are relevant
I think that the ratings and reviews on the online travel agency website are believable
I think that the ratings and reviews on the online travel agency website are trustworthy
The ratings and reviews on the online travel agency website come from an independent source (the reviewer is not paid to write review/does not benefit from writing a review)
I can easily identify the profile of the reviewer
 
 
Please rate the website's FULFILLMENT using a 5-point scale
Strongly Disagree Disagree Not Sure Agree Strongly Agree
I think that the ratings and reviews improve the truthfulness of the online travel agency website
The ratings and reviews on the online travel agency website reduce the uncertainty I feel when I make a booking decision.
The service that I received was described accurately by the ratings and reviews on the online travel agency website. 
 
 
Please rate the website's SOCIAL MEDIA RESPONSIVENESS using a 5-point scale
Strongly Disagree Disagree Not Sure Agree Strongly Agree Not Applicable
The online travel agency takes care of my problems on social media promptly (e.g. via Facebook, Twitter, WhatsApp, Instagram etc.)
The online travel agency is ready and willing to respond to my needs/problems through social media (e.g. via Facebook, Twitter, WhatsApp, Instagram etc.)
The online travel agency responds adequately to my needs through social media (e.g. via Facebook, Twitter, WhatsApp, Instagram etc.)
The site has customer service representatives available through social media (e.g. via Facebook, Twitter, WhatsApp, Instagram etc.)
The site enables me to communicate with other customers on social media (e.g. via Facebook, Twitter, WhatsApp, Instagram etc.)