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Usability, Emotions and Customer Satisfaction in Online Travel Booking

  • Conference paper
Information and Communication Technologies in Tourism 2006

Abstract

Usability is a key factor in Electronic Commerce. High usability enables the customer to use a web page effectively and efficiently. Hence, usability is strongly related to customer satisfaction. In this study we investigate the impact of usability (in terms of effectiveness and efficiency) on emotions that are elicited by the web page’s usability, and on customer satisfaction and its outcomes (word of mouth, reuse and booking decision). To find causalities between these constructs an experimental study on online booking of a railway ticket was conducted. The causalities were tested with structural equation modelling using PLS. The results show that usability drives positive and negative emotions, customer satisfaction and its outcomes.

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Author information

Authors and Affiliations

  1. Department of International Management, Johannes Kepler Universität Linz, Linz, Austria

    Kurt Matzler

  2. eBusiness-Institute — business technologies (biztec), Alpen-Adria-Universität Klagenfurt, Austria

    Martin Waiguny & Anita Toschkov

  3. School of Business, College of William and Mary, Williamsburg, USA

    Todd A. Mooradian

Authors
  1. Kurt Matzler
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  2. Martin Waiguny
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  3. Anita Toschkov
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  4. Todd A. Mooradian
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Editor information

Editors and Affiliations

  1. Fakultät für Wirtschaftswissenschaften und Informatik, Alpen-Adria-Universität Klagenfurt, Klagenfurt, Austria

    Martin Hitz

  2. School of Business, University of the Aegean, Chios, Greece

    Marianna Sigala

  3. School of Business, University of Western Australia, Crawley, Western Australia, Australia

    Jamie Murphy

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© 2006 Springer-Verlag Wien

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Matzler, K., Waiguny, M., Toschkov, A., Mooradian, T.A. (2006). Usability, Emotions and Customer Satisfaction in Online Travel Booking. In: Hitz, M., Sigala, M., Murphy, J. (eds) Information and Communication Technologies in Tourism 2006. Springer, Vienna. https://doi.org/10.1007/3-211-32710-X_21

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  • DOI: https://doi.org/10.1007/3-211-32710-X_21

  • Publisher Name: Springer, Vienna

  • Print ISBN: 978-3-211-30987-2

  • Online ISBN: 978-3-211-32710-4

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