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: 2021 International Conference on Tourism, Technology and Systems (ICOTTS 21), 4-6 Nov 2021, Cartagena de Indias, Colombia.


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: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
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: 02 Nov 2022 05:28
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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