Özet:

The latest point that direct marketing has reached today is the marketing made in the electronic environment where all the possibilities of communication are used. It is necessary for businesses to constantly measure their website service quality from the perspective of their customers and to determine which website feature has effect on customer satisfaction. In the tourism sector, which is a work-intensive sector, the most important factors are human and technology. It is seen that intentions of the firms and customers are positively rising in the online market in tourism around the world. With the development of online tourism service, tourists have benefit from accessing the travel and hotel reservation service at their computer without having to go to the agencies. In this study, a literature review was carried out to find out the quality of e-services and related variables or dimensions that are effects e-services quality. It is aimed to study the development of service quality research in tourism, to identify research gaps and guide for future research. Studies in the literature have shown that e-service quality mainly affects customer satisfaction and it has been shown that it affects purchase intention, usage intention and revisit intention. It is thought that the variables affecting e-service quality mentioned in this study would create significant advantages in terms of providing e-satisfaction and e-loyalty by improving e-service quality in the field of tourism.

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