Customer satisfaction with the Bulgarian tour operators and tour agencies' websites

Incorporating on-site activity involvement and sense of belonging into the Mehrabian-Russell model – The experiential value of cultural tourism destinations

“…Perceived playfulness has been considered a factor that positively influences an individual's consumption experience (Hoffman & Novak, 2009;Kiili, 2005). Previous research has proposed that when people participate in activities of their own choosing, such as tourism and hospitality activities, their levels of satisfaction will improve if the activities are enjoyable (Ryu, Han, & Jang, 2010;Tsai & Wang, 2017;Vladimirov, 2012). Ryu et al (2010) found that consumers' perception of playfulness can improve their satisfaction in the hospitality service industry.…”

Website design in tourism and hospitality: A multilevel review

“…Existing studies showed that information quality and visual appearance are the most important features that can generate positive perceptions toward the website, such as perceived quality (Loureiro, 2015) and ease of use (Aljukhadar & Senecal, 2015). Other studies unveiled that interactivity, reliability, and playfulness are the most important factors influencing users' satisfaction with the website (Mohammed et al, 2016; Vladimirov, 2012).…”

“…Among the 78 articles reviewed in this study, only 11 of them have compared the effectiveness of different design features. Specifically, information quality, visual appearance, interactivity, reliability, and playfulness are found to have the most prominent effects on website‐level outcomes (Aljukhadar & Senecal, 2015; Loureiro, 2015; Mohammed et al, 2016; Vladimirov, 2012), whereas structure and assurance are more important features that affect product−/supplier‐level outcomes (Ganguly et al, 2011; Ku & Fan, 2009; Tsang et al, 2010). Another central question “what are the features with the most prominent effects on consumers' responses?” also remains unanswered.…”

When and How Information Quality Matters: Perceived Customer Orientation and Customer Satisfaction

“…In the literature, scholars have worked on the positive relationship between information quality and customer response variables such as trust, satisfaction, commitment, and loyalty. Most past research found the positive effect of information quality on satisfaction [19] [32]. Research up to this point has focused on the direct effect of information quality on customer response.…”

“…Customer satisfaction is a central factor in e-commerce studies [18], which is proved as a key element to success in the online environment [19]. Currently, many empirical studies are present in dealing with the determinants of customer satisfaction in E-tailers [21] [22] [38].…”