Abstract
The advance of electronic commerce has resulted in successful e-travel services. Through the development of e-travel information, consumers can plan their trip without time and space limitations. This study proposes a model regarding the formation of the relationship quality (customer satisfaction and trust), information system quality, perceived value, and customers’ intention to continue in the e-tourism environment. The study is based on 351 e-travel users in Taiwan. The result shows that customer satisfaction has a positive effect on continuance intention. Information system quality has a positive relationship with customer satisfaction, trust, and customer continuance intention. Furthermore, the perceived value has an effect on customer satisfaction and trust. However, the perceived value is partially related to customer continuance intention through customer satisfaction. The managerial implications of this study are discussed.
Highlights
The success of electronic commerce (EC) is dependent on the internet infrastructure online services [1]
The results showed that perceived value has a positive and significant effect on continuance intention through the mediator of customer satisfaction, PV–SAT–CI, with a Sobel-test statistic
The study concludes that customer relationship quality has positive effects on customer continuance intentions
Summary
The success of electronic commerce (EC) is dependent on the internet infrastructure online services [1]. A new model of communication via e-mail, internet, e-travel, web services, and social media has increased in customer service, and the role of traditional communications such as the telephone has decreased [2]. The high-tech environments enable transactions to take place through virtual channels, no longer requiring the physical presence between customers and service providers. The trend is away from face-to-face contact and toward online services [2,3]. A focus on developing online consumers is central to business models in electronic commerce [4]. Travel agents and managers must learn how to maintain customer relationship quality and continuance intention, and they must understand the influence of antecedent factors in the e-tourism environment
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