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Service Business
Erschienen in: Service Business 2/2017

28.05.2016 | Empirical article

Online determinants of e-customer satisfaction: application to website purchases in tourism

verfasst von: Hélia Gonçalves Pereira, Maria de Fátima Salgueiro, Paulo Rita

Erschienen in: Service Business | Ausgabe 2/2017

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Abstract

This paper examines the influence of four variables on online tourism customer satisfaction: website image perceptions, online routine, online knowledge, and customer innovativeness, and their simultaneous effects. The analysis gauges the moderating role of three socio-demographic characteristics: gender, age group, and educational background. A sample of 3188 regular online consumers of the Portuguese leader in the tourism sector was analyzed using structural equation modeling. Results show that website image, routine, and knowledge significantly influence e-customer satisfaction. Only gender moderates the impact of website knowledge on e-satisfaction. These results entail a better understanding of customer specificities, with practical actions for addressing their real needs and expectations.
Vorheriger Artikel Contingent effects of firm and employee reputations on professional advice adoption
Nächster Artikel Value-in-context in crowdfunding ecosystems: how context frames value co-creation

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Metadaten
Titel
Online determinants of e-customer satisfaction: application to website purchases in tourism
verfasst von
Hélia Gonçalves Pereira
Maria de Fátima Salgueiro
Paulo Rita
Publikationsdatum
28.05.2016
Verlag
Springer Berlin Heidelberg
Erschienen in
Service Business / Ausgabe 2/2017
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI
https://doi.org/10.1007/s11628-016-0313-6

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