RT info:eu-repo/semantics/article
T1 Examining the relationship between online distribution channels and tourist satisfaction and loyalty
T2 Examinando la relación entre los canales de distribución en línea y la satisfacción y lealtad de los turistas
A1 Antón Maraña, Paula
A1 Puche Regaliza, Julio César
A1 Arranz Val, Pablo
A1 Aparicio Castillo, Santiago
K1 Tourism Distribution System
K1 Information and Communication Technologies
K1 Trip Satisfaction
K1 Tourist Destination Loyalty
K1 Online channel
K1 Sistema de Distribución Turística
K1 Tecnologías de la información y la comunicación
K1 Satisfacción del viaje
K1 Lealtad al destino turístico
K1 Canal online
K1 Turismo
K1 Tourism
K1 Economía
K1 Economics
AB Although the Internet and e-commerce have contributed positively tothe tourism sector, there is not much empirical research on thetransformation of distribution channels or that considers the use of theInternet in travel planning as an antecedent of tourist satisfaction andloyalty. This paper aims to test the influence of online distributionchannels in trip planning by tourists on their general satisfaction leveland their loyalty towards the destination and to differentiate the profileof digital and traditional tourists. Quantitative research techniques areused to analyse the dataset of 1,387 surveys of tourists visiting theprovince of Burgos, Spain. Among those surveyed, 65% search forinformation online and 54% book or pay for services online. Accordingto ordinal regression analysis, the use of online channels does notsignificantly influence the level of satisfaction, but according to binarylogistic regression, it does significantly influence loyalty. The findingsprovide valuable information for developing marketing strategies intourism organisations and support decision-makers in creatingcompetitive tourism destinations that are resilient to the demographicchallenge of depopulation.
PB Universidade do Algarve
YR 2023
FD 2023-10
LK http://hdl.handle.net/10259/10019
UL http://hdl.handle.net/10259/10019
LA eng
NO This work was financially supported by the Society for the Development of the Province of Burgos, thanks to the collaboration agreement signed between the University of Burgos and this institution for the development of actions included in the Rural Strategic Plan of Burgos (PEBUR 15-20) in the fields of tourism, environmental economics and human capital and by the State Research Agency (Ministry of Science and Innovation of the Government of Spain) and FEDER Funds (Knowledge Generation Projects) through the project "Methodologies for solving problems with economic, social and environmental criteria. Application to healthcare resource management" (ECOSOEN-HEALTH, grant ref. PID2022- 139543OB-C44). The authors deeply appreciate the financial support received.
DS Repositorio Institucional de la Universidad de Burgos
RD 11-feb-2025