Determinants of user satisfaction of online travel agency platforms: A proposal from peru

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.