Factors affecting customer experience, attitude, and repurchase intention on smart tourism applications
Küçük Resim Yok
Tarih
2024
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Routledge Journals, Taylor & Francis Ltd
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
The tourism sector has been experiencing continuous growth and development over the years due to new technologies and service delivery methods. In order to introduce innovations in the provided services, there is a growing need for new opportunities, which has led to the increasing popularity of smart tourism applications in recent years. In this context, the aim of this study is to examine the impact of smart tourism applications (such as digital assistants, chatbots, interactive voice response systems, augmented reality, virtual reality) on customer experience, attitude, and repeat purchase intention. The sample of the study consisted of 591 individuals who had previously conducted online shopping and vacation planning through digital technology systems. Confirmatory factor analysis and path analysis were conducted using the AMOS programme for data analysis. The results of the analyses revealed that augmented reality applications had a positive impact on customer experience, attitude, and repeat purchase intention, while interactive voice response systems and chatbot services had a positive impact on customer attitude. However, virtual reality applications were found to have no significant effect on customer experience, attitude, and repeat purchase intention. Based on the findings, various recommendations were provided to tourism businesses.
Açıklama
Anahtar Kelimeler
Smart tourism, Chatbot, customer experience, customer attitude, repurchase intention
Kaynak
Current Issues in Tourism
WoS Q Değeri
Q1
Scopus Q Değeri
Q1
