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http://dx.doi.org/10.9708/jksci.2013.18.5.121

The Impact of Travel Agency's Website Quality on Customer Satisfaction and Repurchase Intention  

Kim, Seung Lee (Dept. of Airline Service, Honam University)
In, Ok Nam (Dept. of Airline Service, Kwang-ju Women's University)
Publication Information
Journal of the Korea Society of Computer and Information / v.18, no.5, 2013 , pp. 121-131 More about this Journal
Abstract
The Internet website has become an effective marketing vehicle for travel agencies. The objective of this study is to examine theoretical relationships between travel agency's website quality, customer satisfaction, and repurchase intention. Usable data was obtained from the 373 respondents using travel agency's website within one year. Hypotheses are tested using structural equation modeling. The results indicate that travel agency's website quality has an effect on customer satisfaction as well as repurchase intention. The impact of information quality on customer satisfaction and repurchase intention is the most important factor, followed by service quality and design quality among the factors of the quality of a travel agency's website.
Keywords
Travel Agency's Website; Website Quality; Customer Satisfaction; Repurchase Intention;
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Times Cited By KSCI : 1  (Citation Analysis)
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