Customer Satisfaction with and Loyalty towards Online Travel Products: A Transaction Cost Economics Perspective
Kim, YG and Li, G (2009) Customer Satisfaction with and Loyalty towards Online Travel Products: A Transaction Cost Economics Perspective Tourism Economics, 15 (4). pp. 825-846.
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This study examines the usefulness of the theory of transaction cost economics (TCE) for the online travel market and investigates customer satisfaction and loyalty with the transaction cost over the Internet taken into account. Using structural equation modelling (SEM), the authors identify the relationships among the antecedents (uncertainty, personal security and buying frequency), the mediating variable (transaction costs) and endogenous constructs (customer satisfaction and loyalty). The findings suggest that the satisfaction and loyalty of customers purchasing travel products over the Internet are affected negatively by transaction costs, which are determined by uncertainty, personal security and buying frequency. Moreover, a significantly negative relationship is identified between buying frequency and customer satisfaction.
|Divisions :||Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management|
|Date :||December 2009|
|Identification Number :||10.5367/000000009789955125|
|Uncontrolled Keywords :||transaction cost economics, TCE, transaction costs, online travel products, satisfaction, loyalty, ELECTRONIC MARKETS, SUPPLY CHAIN, INTERNET, BEHAVIOR, MODEL, FIRM, COMMUNICATION, OPPORTUNISM, ANTECEDENTS, ACCEPTANCE|
|Additional Information :||Copyright 2009 IP Publishing Ltd. Reproduced by permission.The journal web site is located at www.ippublishing.com|
|Depositing User :||Symplectic Elements|
|Date Deposited :||15 Dec 2011 13:35|
|Last Modified :||23 Sep 2013 18:49|
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