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Os antecedentes da e-satisfação à marca Booking.com

dc.contributor.authorMarques, Alzira
dc.contributor.authorCruz, Raquel Silva
dc.date.accessioned2019-01-14T16:53:13Z
dc.date.available2019-01-14T16:53:13Z
dc.date.issued2013-04
dc.description.abstractAs relações “cliente - fornecedor” são cada vez mais valiosas e menos consistentes, sobretudo no contexto online. Assim, o fornecedor procura tornar um visitante do website num cliente satisfeito e um cliente satisfeito num cliente leal, como condição para se tornar mais competitivo. Compreender o que determina a satisfação online é o principal objetivo deste estudo. Assim, com base na informação recolhida através de questionário numa amostra de 104 clientes do portal Booking.com, efetuou-se o estudo dedutivo, transversal e de natureza quantitativa, com a finalidade de estudar o impacto das variáveis características do portal e da personalidade dos consumidores online na e-satisfação à marca Booking.com. Os resultados evidenciaram que as características do website têm capacidade para explicar a e-satisfação.pt_PT
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 satisfaction of an online customer is the main purpose of this investigation. So, based on information gathered through a questionnaire in a sample of 104 portal Booking.com customers, we performed a deductive study, transversal and quantitative, in order to study the impact of the variables: website features and personality of online consumers on the brand satisfaction Booking.com. The results showed that the features of the website are able to explain the e-satisfaction.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.issn2237-8529
dc.identifier.urihttp://hdl.handle.net/10400.8/3728
dc.language.isoporpt_PT
dc.peerreviewedyespt_PT
dc.publisherUFAL/IPLeiriapt_PT
dc.relation.publisherversionhttp://www.brandtrendsjournal.com/index.php/edicoes/edicoes-anteriores/ano-03-vol-04-n-04-abril-13pt_PT
dc.subjectE-commercept_PT
dc.subjectPersonalidade do consumidorpt_PT
dc.subjectE-satisfaçãopt_PT
dc.subjectE-commercept_PT
dc.subjectPersonality of the consumerpt_PT
dc.subjectE-satisfactionpt_PT
dc.titleOs antecedentes da e-satisfação à marca Booking.compt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.conferencePlaceBrasil/Portugal-Leiriapt_PT
oaire.citation.endPage117pt_PT
oaire.citation.issue4pt_PT
oaire.citation.startPage102pt_PT
oaire.citation.titleBrandTrends Journalpt_PT
oaire.citation.volume4pt_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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