PLATFORM QUALITY |
Content |
These websites provide accurate information about the tourist products I want to buy. |
Bonsón et al. [2015], Park et al. [2007], Tsang et al. [2010], and Duman and Tanriesevdi [2011] |
0.827 |
These websites provide enough information to make a transaction. |
0.777 |
OTAs are very good sources of information. |
0.829 |
OTAs always present content correctly. |
0.854 |
It is possible to book all travel services in one transaction. |
0.802 |
OTAs give me enough information so that I can identify what I’m looking for just as well as offline. |
0.759 |
Information available on OTAs is intuitively categorized. |
0.834 |
I am able to compare many offers in one place. |
0.646 |
|
Privacy and security |
I feel my privacy is protected by OTAs. |
Park et al. [2007], Tsang et al. [2010], Bernardo et al. [2012], Martinez-Costa et al. [2018], and Bonsón Ponte et al. [2015] |
0.711 |
I trust OTAs will not share my personal information with other sites without my consent. |
0.683 |
I trust OTAs will not misuse my personal information. |
0.714 |
OTAs have adequate security features. |
0.752 |
These platforms are well-known. |
0.733 |
I trust OTAs. |
0.741 |
These platforms have a good reputation. |
0.794 |
Comments published on OTAs’ websites are reliable. |
0.738 |
|
|
Utility and functionality |
Search functions on OTAs’ websites are helpful. |
Park et al. [2007], Tsang et al. [2010], and Kim et al. [2007] |
0.822 |
Thanks to OTAs I can match the right offer with my needs. |
0.829 |
Payment methods are convenient. |
0.805 |
OTAs send me recommendations adjusted to my needs and wants. |
0.810 |
|
|
Visual aspect |
OTAs’ websites look attractive. |
Park et al. [2007] and Tsang et al. [2010] |
0.839 |
OTAs use multimedia features properly. |
0.843 |
OTAs’ websites seem to be professionally designed. |
0.812 |
|
CST |
Convenience |
I can make reservations at any time, 7 days/week. |
Park et al. [2007], Tsang et al. [2010], Duman and Tanriesevdi [2011], Kim et al. [2007], and Agag and El-Masry [2016] |
0.728 |
I get from OTAs exactly what I booked. |
0.803 |
OTAs get bookings correctly. |
0.802 |
Booking on OTAs is easy |
0.827 |
Booking on OTAs is quick. |
0.850 |
Time spent filling in all necessary documents is short. |
0.747 |
|
Responsiveness |
When I have problems, OTAs show a sincere interest in solving them. |
Park et al. [2007] and Tsang et al. [2010] |
0.710 |
OTAs customer service personnel is always willing to help me. |
0.762 |
Inquiries are answered promptly. |
0.719 |
It is easy to cancel or change the reservation. |
0.721 |
|
Transaction Security |
OTAs adequately protect the information on my credit card. |
Tsang et al. [2010] and Bernardo et al. [2012] |
0.788 |
OTAs protect the information about my purchase behavior. |
0.763 |
I feel safe about my transactions with OTAs. |
0.758 |