BEHAVIORAL PROFILES OF CONSUMERS OF ONLINE TRAVEL AGENCIES
Journal Title: International Journal for Quality Research - Year 2018, Vol 12, Issue 3
Abstract
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.
Authors and Affiliations
Carme Martínez-Costa, Júlia Pladevall-Viladecans, Marta Mas-Machuca, Frederic Marimon
Keywords
Related Articles
- EP ID EP389460
- DOI 10.18421/IJQR12.03-10
- Views 69
- Downloads 0
GRAPH THEORY APPROACH TO QUANTIFY UNCERTAINTY OF PERFORMANCE MEASURES
In this work, the performance measurement process is studied to quantify the uncertainty induced in the resulting performance measure (PM). To that end, the causes of uncertainty are identified, analysing the activities...
STATISTICAL CONSIDERATIONS FOR LOT-BY-LOT ACCEPTANCE/REJECTION SAMPLING WITH AN ATTRIBUTE
The standard procedure for lot-by-lot acceptance/rejection sampling described in literature makes always a decision. If there are more invalid items in the sample than specified, then the lot is rejected, otherwise the l...
An Inestigation Of Relation Between Sustainable Development And Quality Of Life
Sustainable development and quality of life are today very important paradigms in the world. Each of them has its own structure, hierarchy, methodology for management, monitoring and study. Because both of them had its o...
Balanced Score Card Model Evaluation: The Case of AD Barska Plovidba
The paper analyses creation of Balanced Scorecard, which includes environmental protection elements in AD Barska Plovidba. Firstly,the paper presents proposed models that include elements of conventional Balanced scoreca...
INTERRELATION OF PERSONAL VALUE SYSTEMS AND ETHICAL BEHAVIOUR OF HIGH-LEVEL HOTEL MANAGEMENT IN CROATIA
A successful high-level management is aware of the fact that, in competitive surroundings, business ethics enables growth and development, increases efficiency and productivity. In this sense, at the time when ethical be...