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

Author

Listed:
  • 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))

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.

Suggested Citation

  • Hélia Gonçalves Pereira & Maria Fátima Salgueiro & Paulo Rita, 2017. "Online determinants of e-customer satisfaction: application to website purchases in tourism," Service Business, Springer;Pan-Pacific Business Association, vol. 11(2), pages 375-403, June.
    • Handle: RePEc:spr:svcbiz:v:11:y:2017:i:2:d:10.1007_s11628-016-0313-6
    DOI: 10.1007/s11628-016-0313-6
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