Indicators in the questionnaires
| Indicator | Statement | |
|---|---|---|
| Online | ||
| Tangible | OnTang1 | Ease in completing and updating your personal profile |
| OnTang2 | The system's ability to display information about your company policy and preferred suppliers | |
| Reliability | OnRel1 | The system's ability to find the most applicable fare |
| Responsiveness | OnRes1 | The timeliness of your ticket and itinerary delivery |
| Assurance | OnAss1 | The display and choice of flights |
| OnAss2 | The search, display and selection of hotel properties | |
| Empathy | OnEmp1 | The service provided by our central fulfilment service if you have had occasion to request assistance on booking or technical issues |
| Satisfaction | OnSat1 | Your overall experience with HRG |
| Off-line | ||
| Tangible | OffTang1 | Your counselor's effort to provide you with the lowest logical airfare in keeping with your company policy |
| Responsiveness | OffRes1 | The timeliness of your ticket and itinerary delivery |
| Assurance | OffAss1 | The accuracy of your reservation |
| Empathy | OffEmp1 | The accessibility of your counselor team |
| Indicator | Statement | |
|---|---|---|
| Tangible | OnTang1 | Ease in completing and updating your personal profile |
| OnTang2 | The system's ability to display information about your company policy and preferred suppliers | |
| Reliability | OnRel1 | The system's ability to find the most applicable fare |
| Responsiveness | OnRes1 | The timeliness of your ticket and itinerary delivery |
| Assurance | OnAss1 | The display and choice of flights |
| OnAss2 | The search, display and selection of hotel properties | |
| Empathy | OnEmp1 | The service provided by our central fulfilment service if you have had occasion to request assistance on booking or technical issues |
| Satisfaction | OnSat1 | Your overall experience with HRG |
| Tangible | OffTang1 | Your counselor's effort to provide you with the lowest logical airfare in keeping with your company policy |
| Responsiveness | OffRes1 | The timeliness of your ticket and itinerary delivery |
| Assurance | OffAss1 | The accuracy of your reservation |
| Empathy | OffEmp1 | The accessibility of your counselor team |
Source(s): HRG 2014 and 2015