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Behavorial profiles of consumers online travel agencies

Author
Martinez, M.; Pladevall, J.; Mas-Machuca, M.; Marimon, F.
Type of activity
Journal article
Journal
International Journal for Quality Research
Date of publication
2018-10-01
Volume
12
Number
3
First page
703
Last page
722
DOI
10.18421/IJQR12.03-10
Repository
http://hdl.handle.net/2117/122890 Open in new window
URL
http://www.ijqr.net/paper.php?id=694 Open in new window
Abstract
The aim of the article is threefold: analyzing (1) the antecedents of satisfaction of online travel agencies (OTAs)’ customers, and the mediating role of loyalty, and word of mouth; (2) the different customers’ profiles attending to these antecedents; and (3) how antecedents affect satisfaction according to the customer profile. An exploratory factor analysis (EFA) and a structural equation modeling (SEM) were used on a sample of 264 OTAs’ Spanish customers. A non-hierarchical cluster anal...
Citation
Martinez, M., Pladevall, J., Mas-Machuca, M., Marimon, F. Behavorial profiles of consumers online travel agencies. "International Journal for Quality Research", 1 Octubre 2018, vol. 12, núm. 3, p. 703-722.
Keywords
Customer satisfaction, SEM, cluster analysis, e-quality, loyalty, online travel agencies
Group of research
SCOM - Supply Chain and Operations Management

Participants

  • Martinez Costa, M. Carmen  (author)
  • Pladevall Viladecans, Julia  (author)
  • Mas-Machuca, Marta  (author)
  • Marimon, Frederic  (author)