Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/239864 
Year of Publication: 
2018
Citation: 
[Journal:] Administrative Sciences [ISSN:] 2076-3387 [Volume:] 8 [Issue:] 3 [Publisher:] MDPI [Place:] Basel [Year:] 2018 [Pages:] 1-18
Publisher: 
MDPI, Basel
Abstract: 
The booking purchase process in B2C tourism online from the perspective of the quality-satisfaction-loyalty value chain has scarcely been investigated. The measurement models of the variables are not unified and essential variables, as transaction costs, need more research in order to achieve a comprehensive model of the digital tourist purchase process. This research is aimed at solving this gap through the proposal of a theoretical structural model, which is tested for the Spanish context. The results show that the measurement of website-perceived quality must include utilitarian and hedonic aspects, which can provide a competitive advantage to acquire and retain customers. Perceived quality and transaction costs determine customer's satisfaction and, ultimately, repurchase intentions or brand loyalty. Prices are found as mediator variables fostering the effect of quality on satisfaction, and non-monetary costs act as a cause of satisfaction. The online B2C tourism business must implement efficient internal and external processes to justify perceived costs.
Subjects: 
B2C tourism online
online booking purchases
re-purchase intentions
satisfaction
transaction costs
value chain
website quality
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article
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