As information is the life-blood of the travel industry (Sheldon, 1994), utilizing and managing a suitable Information Technology is essential for tourism organizations to satisfy their customers. Despite the importance of e-tourism on one hand and the key role of customer satisfaction on the other hand there have been less research related to this topic yet. Current research is going to fill this gap by categorizing items which are important for satisfaction in e-tourism and as a result introduces the main factors which are the determinant for customer satisfaction in online tourism. Moreover it illustrates if satisfaction of a website positively affect customer's intention of buying from that website. The present paper incorporates the method of distributing the questionnaire for addressing the determinants of customer satisfaction in online tourism, among a group of European online trip buyers. It also uses factor analysis method for analyzing the data. This research yields rich insights for managers of e-tourism firms, by introducing the factors which have the most impact on e-satisfaction.
|Titolo:||SATISFACTION IN E-TOURISM A CASE OF EUROPEAN ONLNE CUSTOMERS|
TAHAYORI, HOOMAN (Secondo)
|Parole Chiave:||electronic satisfaction ; e-tourism ; e-business ; service marketing ; European customers' behavior|
|Data di pubblicazione:||9-dic-2006|
|Tipologia:||Book Part (author)|
|Appare nelle tipologie:||03 - Contributo in volume|