Expectations’ Impact on Satisfaction from Social Media and Websites Purchases for Online Travel Agencies

Nerantzaki Alexandra, Tsourela Maria () and Paschaloudis Dimitris
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Nerantzaki Alexandra: International Hellenic University
Tsourela Maria: International Hellenic University
Paschaloudis Dimitris: International Hellenic University

A chapter in Innovation and Creativity in Tourism, Business and Social Sciences, 2025, pp 495-505 from Springer

Abstract: Abstract During the previous two decades, online transactions have significantly increased. This research paper aims to examine how consumers’ expectations of service quality from online travel agencies’ social media and websites impact their satisfaction, with a focus on improving corporate purchasing environments. The study used the original SERVQUAL method, administering a questionnaire that included four of the five SERVQUAL dimensions: Responsiveness, Reliability, Assurance, and Empathy. The Tangibles dimension was replaced with Perceived Value (P.V.) to better suit the online context. Five Hypotheses were tested using IBM SPSS version 19, with regression analysis conducted for both environments.

Keywords: Online travel agencies; Social media; Websites; Satisfaction (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-031-87019-4_34

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DOI: 10.1007/978-3-031-87019-4_34

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