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Determinants of loyalty toward Booking.com brand

2014-01Journal article Open access
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dc.contributor.authorMarques, Alzira
dc.contributor.authorCruz, Raquel Silva
dc.date.accessioned2019-01-14T17:31:34Z
dc.date.available2019-01-14T17:31:34Z
dc.date.issued2014-01
dc.description.abstractRelations "customer - supplier" are increasingly more valuable and less consistent, especially in the online context. In this sense, the supplier seeks to make a website visitor into a satisfied customer and a satisfied customer into a loyal customer as a condition to become more competitive. Understanding what determines the loyalty of an online customer and the role of satisfaction and trust in this relationship is the main purpose of this research. So, based on information gathered through a questionnaire in a sample of 104 customers of the Booking.com portal, we performed a quantitative study, transversal and exploratory, in order to study the relationship between the variables: website characteristics, personality of online consumers, e-satisfaction, e-trust and brand loyalty to Booking.com. The results showed that the personality of Booking.com customers and e-satisfaction are able to explain customers’ loyalty toward Booking.com brand.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.issn1923-0265
dc.identifier.other1923-0273
dc.identifier.other1923-0281
dc.identifier.urihttp://hdl.handle.net/10400.8/3729
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherNAISIT-North American Institute of Science and Information Technology/ Universidade da Beira Interiorpt_PT
dc.relation.publisherversionhttp://www.naisit.org/journal/detail/id/1pt_PT
dc.subjectE-loyaltypt_PT
dc.subjectE-commercept_PT
dc.subjectE-satisfactionpt_PT
dc.subjectE-trustpt_PT
dc.subjectPersonality of the consumerpt_PT
dc.titleDeterminants of loyalty toward Booking.com brandpt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.conferencePlaceUSA/Portugal-Covilhãpt_PT
oaire.citation.endPage123pt_PT
oaire.citation.issue11pt_PT
oaire.citation.startPage96pt_PT
oaire.citation.titleThe International Journal of Management Science and Information Technology (IJMSIT)pt_PT
person.familyNameMarques
person.familyNameCruz
person.givenNameAlzira
person.givenNameRaquel
person.identifier.ciencia-id1519-309E-BC47
person.identifier.orcid0000-0001-6607-852X
person.identifier.orcid0000-0003-4346-6719
rcaap.rightsopenAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublicationd558615c-d75f-42b4-8b6c-c160e48304cc
relation.isAuthorOfPublication00856bf6-999b-4ee7-bb01-7bca0bb8f06c
relation.isAuthorOfPublication.latestForDiscovery00856bf6-999b-4ee7-bb01-7bca0bb8f06c

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