Behavorial profiles of consumers online travel agencies
| Autor: | Carme Martínez - Costa, Júlia Pladevall - Viladecans, Marta Mas - Machuca, Frederic Marimon |
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| Přispěvatelé: | Universitat Politècnica de Catalunya. Departament d'Organització d'Empreses, Universitat Politècnica de Catalunya. SCOM - Supply Chain and Operations Management |
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Agencias de viajes
Customer loyalty lcsh:Management. Industrial management Fidelitat a una marca Cercadors d'Internet Customer satisfaction customer satisfaction Electronic commerce Servicio al cliente Travel agents online travel agencies Agències de viatges loyalty Fidelización del cliente lcsh:HD28-70 Customer services Serveis d'atenció al client Economia i organització d'empreses [Àrees temàtiques de la UPC] e-quality SEM Comerç electrònic cluster analysis |
| Zdroj: | Recercat. Dipósit de la Recerca de Catalunya instname UPCommons. Portal del coneixement obert de la UPC Universitat Politècnica de Catalunya (UPC) International Journal for Quality Research, Vol 12, Iss 3, Pp 703-722 (2018) |
| ISSN: | 1800-6450 |
| Popis: | International Journal for Quality Research; Vol 12, No 3, 2018. ISSN 1800-6450 The aim of the article is threefold: analyzing (1) the antecedents of satisfaction of online travel agencies (OTAs)' customers, and the mediating role of loyalty, and word of mouth; (2) the different customers’ profiles attending to these antecedents; and (3) how antecedents affect satisfaction according to the customer profile. An exploratory factor analysis (EFA) and a structural equation modeling (SEM) were used on a sample of 264 OTAs' Spanish customers. A non-hierarchical cluster analysis was performed forcing two clusters, and they were identified the most important factors that explain satisfaction for each cluster. EFA results provide five antecedents of satisfaction. However, SEM analysis results show that only "information" (efficiency of the website and quality of information provided) and “utility” for using the platforms are significant antecedents of satisfaction. The relation between satisfaction, loyalty, and word-of-mouth are also significant. The quality of the information provided in the websites is the main antecedent for the cluster of satisfied customers. In contrast, utility is the most important for the cluster of unsatisfied customers. |
| Databáze: | OpenAIRE |
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