Author:
Maria Madlberger
Affiliation:
Webster University Vienna, Austria
Keyword(s):
Electronic Commerce, Technology Acceptance Model, Satisfaction, Information Quality, System Quality, Online Booking Intention, Travel Agency, PLS Analysis.
Related
Ontology
Subjects/Areas/Topics:
B2B, B2C and C2C
;
Communication and Software Technologies and Architectures
;
e-Business
;
e-Business and e-Commerce
;
Enterprise Information Systems
;
Society, e-Business and e-Government
;
Software Agents and Internet Computing
;
Web Information Systems and Technologies
Abstract:
The tourism industry has undergone a substantial transformation since the emergence of electronic commerce. Especially travel agencies that are faced with growing online competition are increasingly dependent on achieving online sales. This study investigates antecedents of consumers’ intention to book a trip online at a travel agency’s website. The research draws on an integrated research model based on the technology acceptance model and customer satisfaction as introduced in the DeLone and McNeal model on information system success. An online survey among 292 consumers largely supports the hypothesized impact factors. Information quality serves as a significant object-based belief that influences satisfaction as an object-based attitude. In contrast, system quality has no impact on satisfaction. Satisfaction influences perceived usefulness, a key driver of online booking intention and perceived ease of use. The study provides several scholarly and managerial implications for the o
nline distribution of tourism services.
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