Authors:
Her-Sen Doong
1
;
Huichih Wang
2
and
You-Yu Chen
1
Affiliations:
1
National Chiayi University, Taiwan
;
2
National Chung Cheng University, Taiwan
Keyword(s):
Expectation disconfirmation theory, Continuance, Disconfirmation, Satisfaction, Recommendation intention, Complaint intention.
Related
Ontology
Subjects/Areas/Topics:
Applications
;
B2C/B2B Considerations
;
Business and Social Applications
;
e-Business
;
Enterprise Information Systems
;
Entertainment
;
Software Agents and Internet Computing
Abstract:
In the past, continuance intention is treated as the only success factor of information system. However, with the development and prevalence of the Internet, tourism companies and the individuals can communicate with others online. Tourism companies build websites to approach customers. People share personal travelling experience on blogs. Continuance intention will no longer be the only success factor of information system. This study regards recommendation intention and complaint intention as the keys of information system, and probes into success key factors affecting tourism websites based on expectation disconfirmation theory. It divides the disconfirmation in expectation disconfirmation theory into: information quality disconfirmation, system quality disconfirmation, and service quality disconfirmation; and divides the satisfaction in the theory into: information satisfaction, system satisfaction, and service satisfaction. It further explores the success factors affecting touri
sm websites, and find out if the factors of tourism websites of different attributes are different.
(More)