Online determinants of e-customer satisfaction: application to website purchases in tourism

Hélia Gonçalves Pereira (), Maria Fátima Salgueiro and Paulo Rita
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Hélia Gonçalves Pereira: Instituto Universitário de Lisboa (ISCTE-IUL), Business Research Unit (BRU-IUL)
Maria Fátima Salgueiro: Instituto Universitário de Lisboa (ISCTE-IUL), Business Research Unit (BRU-IUL)
Paulo Rita: Instituto Universitário de Lisboa (ISCTE-IUL), Business Research Unit (BRU-IUL)

Service Business, 2017, vol. 11, issue 2, No 7, 375-403

Abstract: Abstract This paper examines the influence of four variables on online tourism customer satisfaction: website image perceptions, online routine, online knowledge, and customer innovativeness, and their simultaneous effects. The analysis gauges the moderating role of three socio-demographic characteristics: gender, age group, and educational background. A sample of 3188 regular online consumers of the Portuguese leader in the tourism sector was analyzed using structural equation modeling. Results show that website image, routine, and knowledge significantly influence e-customer satisfaction. Only gender moderates the impact of website knowledge on e-satisfaction. These results entail a better understanding of customer specificities, with practical actions for addressing their real needs and expectations.

Keywords: Online customer satisfaction; Tourism purchase determinants; Structural equation modeling (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (8)

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DOI: 10.1007/s11628-016-0313-6

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