Professional Documents
Culture Documents
Tourism Malaysia Statistics. (2016) - Retrieved 14 October, 2016, From Tourism Malaysia
Tourism Malaysia Statistics. (2016) - Retrieved 14 October, 2016, From Tourism Malaysia
Tourism Malaysia Statistics. (2016). Retrieved 14 October, 2016, from Tourism Malaysia:
http://www.tourism.gov.my/statistics
Chew, H. (24 October, 2016). Hotels No Longer Needs to Push For Lobbies.
Law, R., Leung, K., & Wong, R. (2004). The impact of the Internet on travel agencies.
International Journal of Contemporary Hospitality Management, 16(2), 100-107.
Mary Dolan (2002), The Effect of the Internet on the Travel Industry, European Business
Studies and Languages. The National College of Ireland
Sangjae Lee , Sungil Jeon, Doyoung Kim. (2011). The impact of tour quality and tourist
satisfaction on tourist loyalty: The case of Chinese tourists in Korea. Tourism Management
Volume 32, 1115-1124.
Sara Camo, Maria J. Yague. (2008). Tourist Loyalty to Tour Operator: Effects of Price
Promotions and Tourist Effort. Journal of Travel Research volume 46, 318-326.
Vrana, V., Zafiropoulos*, C., & Paschaloudis, D. (2004). Measuring the provision of information
services in tourist hotel web sites: the case of Athens-Olympic city 2004. Tourism and
Hospitality Planning & Development, 1(3), 255-272.
Cohen, E. (1985). The tourist guide: The origins, structure and dynamics of a role. Annals of
Tourism Research, 12(1), 5-29.
COOPER, C., GILBERT, D., & WANHILL, S. (1998). John FLETCHER a Rebecca
SHEPHERD. Tourism: principles and practice, 2.
Hoffman, K. D., Turley, L. W., & Kelley, S. W. (2002).Pricing retail services. Journal of
Business Research, 55(12), 1015-1023.
Gwo-Guang Lee & Hsiu-Fen Lin. (2005) Customer perceptions of e-service quality in online
shopping International Journal of Retail & Distribution Management Vol. 33 No. 2, 2005 pp.
161-176
Justin Beneke, Alexander Acton, Dominic Richardson, Fiona White. (2011) E-Service Quality:
an investigation of its key dimensions and the discriminatory power in the residential property
sector
Kenneth K. Boyer, Roger Hallowell, Aleda V. Roth. 2012 E-services: operating strategya
case study and a method for analyzing operational benefits Journal of Operations Management
20 (2002) 175188
Liong, C. Y., Mustafa, Z., Mohamed, W. N., & Lee, P. W. (2007). Understanding customer
needs of public bus services using SERVQUAL and Kano models. Journal of Quality
Measurement and Analysis, 3(1), 33-45.
Matzler, K., Wrtele, A., & Renzl, B. (2006). Dimensions of price satisfaction: a study in the
retail banking industry. International Journal of Bank Marketing, 24(4), 216-231.
MOTAC. (2016, November 29). Registered Travel Agency. Retrieved January 15, 2017, from
Ministry of Tourism and Culture: http://www.motac.gov.my/en/check/tobtab
MAYR, T., & ZINS, A. H. (2009).Acceptance of online vs. traditional travel agencies. Anatolia,
20(1), 164-177.
Naser Asgari ,Mohamad Hassan Ahmadi , Mehdi Shamlou , Atefe Rashid Farokhi & Milad
Farzin. (2014) Studying the Impact of E-Service Quality on E-Loyalty of Customers in the Area
of E-Banking Services Journal of Management and Sustainability; Vol. 4, No. 2; 2014
Sekaran, U., &Bougie, R. (2013).Research Methods for Business. United Kingdom: Wiley.
Ioana Alexandra Benea, (2014) Influences of Social Media on the Tourism and Hospitality
Industry Department of New Media Technology
Rob Law Kenith Leung and James Wong, (2014) The impact of the Internet on travel
agencies International Journal of Contemporary Hospitality Management Volume 16.Number
2.2004.pp. 100-107
Wuollet, J. (2013). Pricing strategy and revenue models: A multiple case study from the IT
service sector in Finland.
Strathman, J.G., Dueker, K.J. and Davis, J.S. (1994).Effects of household structure and selected
travel characteristics on trip chaining. Transportation (1986- 1998), 21 (1), 23.
MeriCem (2013). Decision Making through online reviews: Critical Factors for travelers of
selecting a destination before traveling.
Nagle, T. T., Holden, R. K.. (2002). The strategy and tactics of pricing: A guide to profitable
decision making.
Zhu, J. C., Ramanathan, R., & Ramanathan, U. (2011).Measuring Service Quality using
SERVQUAL and AHP: An application to a Chinese IT company and comparison. International
Journal of Services and Operations Management, 8(4), 418-432.
Online Travel Booking - Malaysia | Statista Market Forecast. (2017). Statista. Retrieved 16
February 2017, from https://www.statista.com/outlook/262/122/online-travel-booking/malaysia
State of Online Travel Agencies: Ctrip Joins Priceline and Expedia as Global Giant. (2017).
Skift. Retrieved 16 February 2017, from https://skift.com/2016/07/07/the-state-of-online-travel-
agencies-strong-growth-but-big-challenges-ahead/