Perception between the quality of online service and the satisfaction in the experience of corporate users of travel websites in the city of Quito: Percepción entre la calidad del servicio en línea y la satisfacción en la experiencia de los usuarios corporativos de sitios web de viajes en la ciudad de Quito

The present academic work addresses the satisfaction of corporate users of the city of Quito with respect to travel websites, in order to present information that serves as a reference for those who have an interest in this topic. To obtain information on the corporate segment, a technically developed survey was used based on quality of service scales previously created by other authors; likewise, the reliability and validity of the instrument were statistically calculated. The service dimensions of 384 surveys of corporate clients were described to analyze their quality, to establish the interactivity among users of the segment, to classify the travel websites according to the digital context of greater traffic and the degree of facilitation of purchase of the users. The data was complemented with several in-depth interviews with officials of companies and institutions of the tourism sector, to know their perception of the service offered by the travel web companies. The corporate users of travel websites have a favorable perception regarding different service dimensions, as well as a positive appreciation of the value they receive when making transactions in these companies.

• Main Author: Jarrín Gallegos, Diego (author)
• Other Authors: Gangotena, Viviana (author)
• Format: article
• Language: spa
• Published: 2019
• Subjects: sitios web de viajes; servicio; transacción; valor; travel websites, service; transaction; value
• Online Access: https://publicaciones.udet.edu.ec/index.php/kalpana/article/view/17