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

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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.

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  1. Instituto Universitário de Lisboa (ISCTE-IUL), Business Research Unit (BRU-IUL), Avenida das Forças Armadas, 1649-026, Lisbon, Portugal

    Hélia Gonçalves Pereira, Maria de Fátima Salgueiro & Paulo Rita

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  1. Hélia Gonçalves Pereira
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Pereira, H.G., de Fátima Salgueiro, M. & Rita, P. Online determinants of e-customer satisfaction: application to website purchases in tourism. Serv Bus 11, 375–403 (2017). https://doi.org/10.1007/s11628-016-0313-6

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