Examining the relationship between online distribution channels and tourist satisfaction and loyalty
Although the Internet and e-commerce have contributed positively to the tourism sector, there is not much empirical research on the transformation of distribution channels or that considers the use of the Internet in travel planning as an antecedent of tourist satisfaction and loyalty. This paper ai...
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| Format: | Article |
| Language: | English |
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University of the Algarve - ESGHT - CIEO
2023-07-01
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| Series: | Tourism & Management Studies |
| Subjects: | |
| Online Access: | https://www.tmstudies.net/index.php/ectms/article/view/1889 |
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| _version_ | 1841554554335789056 |
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| author | Paula Antón Maraña Julio César Puche Regaliza Pablo Arranz Val Santiago Aparicio Castillo |
| author_facet | Paula Antón Maraña Julio César Puche Regaliza Pablo Arranz Val Santiago Aparicio Castillo |
| author_sort | Paula Antón Maraña |
| collection | DOAJ |
| description | Although the Internet and e-commerce have contributed positively to the tourism sector, there is not much empirical research on the transformation of distribution channels or that considers the use of the Internet in travel planning as an antecedent of tourist satisfaction and loyalty. This paper aims to test the influence of online distribution channels in trip planning by tourists on their general satisfaction level and their loyalty towards the destination and to differentiate the profile of digital and traditional tourists. Quantitative research techniques are used to analyse the dataset of 1,387 surveys of tourists visiting the province of Burgos, Spain. Among those surveyed, 65% search for information online and 54% book or pay for services online. According to ordinal regression analysis, the use of online channels does not significantly influence the level of satisfaction, but according to binary logistic regression, it does significantly influence loyalty. The findings provide valuable information for developing marketing strategies in tourism organisations and support decision-makers in creating competitive tourism destinations that are resilient to the demographic challenge of depopulation. |
| format | Article |
| id | doaj-art-417c8645ddeb47e48e8639ced4785731 |
| institution | Kabale University |
| issn | 2182-8466 |
| language | English |
| publishDate | 2023-07-01 |
| publisher | University of the Algarve - ESGHT - CIEO |
| record_format | Article |
| series | Tourism & Management Studies |
| spelling | doaj-art-417c8645ddeb47e48e8639ced47857312025-01-08T13:23:09ZengUniversity of the Algarve - ESGHT - CIEOTourism & Management Studies2182-84662023-07-01194720Examining the relationship between online distribution channels and tourist satisfaction and loyalty Paula Antón Maraña 0Julio César Puche Regaliza 1Pablo Arranz Val 2Santiago Aparicio Castillo 3Department of Applied Economics, Faculty of Economics, University of Burgos Department of Applied Economics, Faculty of Economics, University of Burgos Department of Applied Economics, Faculty of Economics, University of Burgos Department of Applied Economics, Faculty of Economics, University of Burgos Although the Internet and e-commerce have contributed positively to the tourism sector, there is not much empirical research on the transformation of distribution channels or that considers the use of the Internet in travel planning as an antecedent of tourist satisfaction and loyalty. This paper aims to test the influence of online distribution channels in trip planning by tourists on their general satisfaction level and their loyalty towards the destination and to differentiate the profile of digital and traditional tourists. Quantitative research techniques are used to analyse the dataset of 1,387 surveys of tourists visiting the province of Burgos, Spain. Among those surveyed, 65% search for information online and 54% book or pay for services online. According to ordinal regression analysis, the use of online channels does not significantly influence the level of satisfaction, but according to binary logistic regression, it does significantly influence loyalty. The findings provide valuable information for developing marketing strategies in tourism organisations and support decision-makers in creating competitive tourism destinations that are resilient to the demographic challenge of depopulation.https://www.tmstudies.net/index.php/ectms/article/view/1889tourism distribution systeminternet travel paymentinternet travel planningtrip satisfactiontourist destination loyaltyonline channel |
| spellingShingle | Paula Antón Maraña Julio César Puche Regaliza Pablo Arranz Val Santiago Aparicio Castillo Examining the relationship between online distribution channels and tourist satisfaction and loyalty Tourism & Management Studies tourism distribution system internet travel payment internet travel planning trip satisfaction tourist destination loyalty online channel |
| title | Examining the relationship between online distribution channels and tourist satisfaction and loyalty |
| title_full | Examining the relationship between online distribution channels and tourist satisfaction and loyalty |
| title_fullStr | Examining the relationship between online distribution channels and tourist satisfaction and loyalty |
| title_full_unstemmed | Examining the relationship between online distribution channels and tourist satisfaction and loyalty |
| title_short | Examining the relationship between online distribution channels and tourist satisfaction and loyalty |
| title_sort | examining the relationship between online distribution channels and tourist satisfaction and loyalty |
| topic | tourism distribution system internet travel payment internet travel planning trip satisfaction tourist destination loyalty online channel |
| url | https://www.tmstudies.net/index.php/ectms/article/view/1889 |
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