Παράγοντες που επηρεάζουν την ευχαρίστηση του χρήστη, όταν αγοράζει online αεροπορικά εισιτήρια: τουριστικό προφίλ ως προσδιοριστικός παράγοντας.

Abstract

The purpose of this study is to investigate the relative importance of website quality dimensions based on IS success model and customer perceived value in explaining customer satisfaction. The domain of our interest is the online purchase of airline tickets. Data from a survey of 290 persons, particularly students, were used to test the research model. The sample was separated to groups based on four tourist profiles (organized groups through travel agency, individual bookings through travel agency, individual bookings with organization before the trip and individual bookings without accommodation and transport reservations). The results showed that Information quality, two system quality variables (availability and usability), three service quality variables (customer support services, personalization and assurance) and perceived value are identified as significant determinants of customer satisfaction for each tourist profile, but with some exceptions. Finally, this paper discusses the implications and highlights some limitations and future research directions.