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Electronic satisfaction in tourism industry
2006 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Technology had a great impact on different industries. Tourism is not exempted from that. Several firms have offered their tourism services on-line and claim that they offer better services comparing with traditional travel agencies. But what is important is the perception of their customers. In this research different determinants of tourists' satisfaction in on-line tourism will be investigated. Then this study will show how much e-tourism could satisfy tourists in each of mentioned factors comparing with the traditional travel agencies. The data collection strategy of this research was Survey, and data collection methods were both interview and mainly questionnaire. First of all the literature was reviewed in order to find a suitable model. A model named e-satisfaction was found. This model has five factors which are important in satisfaction of customers while they are purchasing on-line. In order to customize this model for e-tourism several phases were implemented. First it was required that different items get gathered for each determinant factor as questions in the questionnaire. In this phase interviews were conducted with experts in tourism and people who had experienced e-tourism before. Also different items were extracted from questionnaires in the literature of tourism and satisfaction. By this task E-satisfaction model (szymensky, Hise, 2000) was adjusted with tourism context. The questionnaire was made at this stage. Finally the data was analyzed by SPSS 13 and Factor analysis method was used. This research yields rich insights for managers of e-tourism firms, by introducing the factors site design, convenience, product information and product offering and financial security, which are the predictors of e- satisfaction in the tourism industry. It also, by the use of regression analyze, demonstrates that site design and convenience of using e-tourism are the two factors which could satisfy tourists the most.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law, E-tourism, E-business, Satisfaction, Service marketing
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-44111ISRN: LTU-PB-EX--06/20--SELocal ID: 1e94712a-cdb1-45d6-ac7c-14512a6ed939OAI: diva2:1017386
Subject / course
Student thesis, at least 30 credits
Educational program
Electronic Commerce, master's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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