TY - GEN
T1 - Determinants of user satisfaction of online travel agency platforms
T2 - 4th International Conference on Tourism Research, ICTR 2021
AU - Esteban, Yazmin
AU - Rojas, Danitza
AU - Lodeiros-Zubiria, Manuel Luis
N1 - Publisher Copyright:
© the authors, 2021. All Rights Reserved.
PY - 2021
Y1 - 2021
N2 - Objective-The research focuses on the constructs that determine the satisfaction of tourist services through online travel agency platforms. Specifically, the aim of this research is to test whether online travel agency user satisfaction is influenced by the availability and accuracy of information, perceived risk, the quality of the web platform and the consumer's habits and routines. Design-methodology-An online survey of users of online travel agency platforms was conducted with a sample of 124 respondents. The instrument was divided into two parts. The first one included questions regarding the demographic profile of the individuals. The second group of questions were focused on assess satisfaction, perceive risk, platform quality, availability of information and users' habit and routines. The constructs were measured using a Likert five points scale. The results were analysed by performing a multiple linear regression using IBM-SPSS-26 software. Results-The results show that the quality of the web-platform, the availability and accuracy of information, as well as the habits and routines of users contribute to obtaining the satisfaction of online travel agency users. It was also found that perceived risk has neither a negative nor a positive relationship with satisfaction. Originality / value-The results contribute to increasing the knowledge of e-commerce in the tourism sector, allowing the recognition of the key points that online travel agencies should focus on in order to strengthen and increase their level of user satisfaction. Moreover, the results show that online travel agencies should focus on reinforcing the platform quality, availability of information and consider the user's habits and routines to increase the users' satisfaction. In addition, the findings extend knowledge about the relevant constructs for achieving satisfaction. As a result, the perceived risk does not have a negative effect on the user's satisfaction as previous researches showed.
AB - Objective-The research focuses on the constructs that determine the satisfaction of tourist services through online travel agency platforms. Specifically, the aim of this research is to test whether online travel agency user satisfaction is influenced by the availability and accuracy of information, perceived risk, the quality of the web platform and the consumer's habits and routines. Design-methodology-An online survey of users of online travel agency platforms was conducted with a sample of 124 respondents. The instrument was divided into two parts. The first one included questions regarding the demographic profile of the individuals. The second group of questions were focused on assess satisfaction, perceive risk, platform quality, availability of information and users' habit and routines. The constructs were measured using a Likert five points scale. The results were analysed by performing a multiple linear regression using IBM-SPSS-26 software. Results-The results show that the quality of the web-platform, the availability and accuracy of information, as well as the habits and routines of users contribute to obtaining the satisfaction of online travel agency users. It was also found that perceived risk has neither a negative nor a positive relationship with satisfaction. Originality / value-The results contribute to increasing the knowledge of e-commerce in the tourism sector, allowing the recognition of the key points that online travel agencies should focus on in order to strengthen and increase their level of user satisfaction. Moreover, the results show that online travel agencies should focus on reinforcing the platform quality, availability of information and consider the user's habits and routines to increase the users' satisfaction. In addition, the findings extend knowledge about the relevant constructs for achieving satisfaction. As a result, the perceived risk does not have a negative effect on the user's satisfaction as previous researches showed.
KW - E-commerce
KW - Habits and routines
KW - Information availability and accuracy
KW - Latin America
KW - Online travel agencies
KW - Online-platforms
KW - Perceived risk
KW - Satisfaction
KW - Web-platform quality
UR - https://www.scopus.com/pages/publications/85117200793
U2 - 10.34190/IRT.21.063
DO - 10.34190/IRT.21.063
M3 - Contribución a la conferencia
AN - SCOPUS:85117200793
SN - 9781912764938
T3 - Proceedings of the International Conference on Tourism Research
SP - 201
EP - 210
BT - Proceedings of the 4th International Conference on Tourism Research, ICTR 2021
A2 - Silva, Cândida
A2 - Oliveira, Mónica
A2 - Silva, Susana
PB - Academic Conferences and Publishing International Limited
Y2 - 20 May 2021 through 21 May 2021
ER -