The Influence of Web Design on Customer Engagement with an Online Travel Agency

Dominique-Ferreira, Sergio and Viana, Marta and Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 and Martins, Nuno (2022) The Influence of Web Design on Customer Engagement with an Online Travel Agency. In: Advances in Tourism, Technology and Systems Selected Papers from ICOTTS 2021, Volume 1. Smart Innovation, Systems and Technologies, 293. Springer, Singapore, pp. 327-336. ISBN 9789811910395


Abstract

Web design, user experience, and information architecture play an important role in improving consumer trust and customer engagement. This study examines whether an updated web design of a Portuguese travel agency may increase leads, and customer engagement based on the best practices. The empirical study was based on a quantitative approach. To analyse the impact of the new version, a Wilcoxon signed rank test was applied. The results show that the updated version has a positive impact on consumers’ intention to visit the travel agency’s webpage, brand trust, and purchase intention.


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Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 21 Jul 2022 04:01
Last Modified: 21 Jul 2022 04:01
Uncontrolled Keywords: Web design; Brand trust; Leads; Customer engagement; User experience (UX); Digital marketing
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Socio-Economic Objectives (2020): 28 EXPANDING KNOWLEDGE > 2801 Expanding knowledge > 280106 Expanding knowledge in commerce, management, tourism and services
Identification Number or DOI: https://doi.org/10.1007/978-981-19-1040-1_28
URI: http://eprints.usq.edu.au/id/eprint/49825

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