IDEAS home Printed from https://ideas.repec.org/h/spr/prbchp/978-3-031-87019-4_34.html
   My bibliography  Save this book chapter

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

In: Innovation and Creativity in Tourism, Business and Social Sciences

Author

Listed:
  • Nerantzaki Alexandra

    (International Hellenic University)

  • Tsourela Maria

    (International Hellenic University)

  • Paschaloudis Dimitris

    (International Hellenic University)

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.

Suggested Citation

  • Nerantzaki Alexandra & Tsourela Maria & Paschaloudis Dimitris, 2025. "Expectations’ Impact on Satisfaction from Social Media and Websites Purchases for Online Travel Agencies," Springer Proceedings in Business and Economics, in: Vicky Katsoni & Carlos Costa (ed.), Innovation and Creativity in Tourism, Business and Social Sciences, pages 495-505, Springer.
    • Handle: RePEc:spr:prbchp:978-3-031-87019-4_34
    DOI: 10.1007/978-3-031-87019-4_34
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    More about this item

    Keywords

    Online travel agencies; Social media; Websites; Satisfaction;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:prbchp:978-3-031-87019-4_34. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.