Fatima Idris Kazim
Lect. Ikhlas Ghaleb Abdul Kazim

Dimensions and standards of quality of electronic tourism services:

The components of the service and its quality level vary according to its prices. For example, travel and tourism office programs may include different types of packages at different prices depending on the size and nature of the services provided to the tourist destination, the multiplicity and diversity of the parties interested in providing tourism services such as transportation services, accommodation services, food and beverage services, and such diversity results in the difficulty of coordination between these components in terms of the efficiency of their performance. Here, effective control work to measure the level of tourism service in its integrated form becomes necessary. The close relationship between the guest and the host is in fact an integral part of the tourist service package. For example, the restaurant staff’s knowledge of the principles and rules of providing food service in the French way is not enough. Rather, it is also necessary for the guest to be familiar with the principles of providing such a service. The guest himself becomes an integral part of the service provision process. For example, the behavior of the unruly and uncivilized guest affects the level of conviction and satisfaction of the rest of the guests in the service provision process. The tourist does not have the right to choose the participant with whom he will share the benefit of the services. The tourist who wants to participate in a tourist trip to a specific tourist destination does not know who will sit next to him on the bus or plane, and he does not know the demographic characteristics of the resort guests. While the individual chooses his partner when purchasing a plot of land or a specific property, the tourist service cannot be provided with the same speed and efficiency every time, as it varies according to place and time. For example, the speed of serving the meal to the guest is related to the peak demand period. On the other hand, the continuous and direct contact between the guest and the host in the different stages of service provision assumes that the host’s behavior and degree of welcoming the guest are the same in all Conditions and this is a nearly impossible process (Eidawi Muhammad: 2023)

Accordingly, the dimensions of service quality have changed from their classical nature with the five dimensions (the usual security, trust, response, tangibility, sympathy) to adopting new dimensions that are directly related to the technical quality of the service provided through the organization’s website and through it its electronic application, due to the nature of electronic services, which are:

Providing information about tourism services and products: This means that the organization provides information about the tourism services it provides and ways to benefit from them and everything related to payment mechanisms and working hours, through various modern technological means of devices, software, applications and electronic sites.

Modernity of the information provided on the website/electronic application: This is the extent of the organization’s commitment to providing up-to-date information about its services and new offers as they become available.
Displaying information and specifications of the website/application (attractiveness): This means the method of designing the means used to provide these services through the colors used and respecting privacy and details that facilitate use and the extent of the organization’s professionalism in adopting modern methods in design.