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Understand How Travelers Are Adopting and Adapting to the Use of the Internet in Making Travel Decisions With 2006's US Internet Travel Customer Satisfaction Report

Posted on: Tuesday, 27 February 2007, 09:00 CST

Research and Markets (http://www.researchandmarkets.com/reports/c51197) has announced the addition of 2006 US Internet Travel Customer Satisfaction Report to their offering.

This report is an invaluable tool-box of findings and insights that provides travel industry marketers and managers actionable practical and strategic information to both market and manage travel services on the Internet more effectively.

This report outlines original and proprietary research undertaken by us, which was conducted in order to better understand how travelers are adopting and adapting use of the Internet in making travel decisions and purchase. The research looks in-depth at Internet travel customer service aspects, with an in-depth evaluation of the importance and performance of 23 individual features or aspects relating to customer satisfaction: Good deals / best rates; Special offers; Package holidays; Last minute offers; Best price guarantee; Ability to build your own itinerary (e.g. for multiple destination trips); Travel insurance offers; Detailed information in general; Detailed clear pricing; Traveler Opinions (e.g. ratings and comments); Current flight status; Detailed airport information; Ideas for travel destinations; Maps for locations of interest; Information about events, tours, activities; Website ease of use; Ease of booking; Quick email support; Toll free 24/7 telephone support; Periodic email alerts with relevant deals of interest; Site is a well known travel supplier; Trust supplier with my data / Privacy policy; and Assurance of secure online transaction. The quantitative research phase conducted in September 2006 presented these items to respondents in order to obtain systematic and quantifiable feedback. The survey obtained completions from 770 US adults randomly chosen from our consumer panel of US adults with Internet access. It was conducted in September 2006. Where necessary, survey data were weighted to match the age and gender breakdown of the US population with Internet access.

Content Outline:

1 Introduction

2 US Adult Internet Population and Travel Behaviors

3 Internet Travel Service Criteria Importance, Performance Evaluation, and Satisfaction

3.1 Overall Importance of Internet Travel Service Items

3.2 Internet Travel Service Item Performance Evaluation of Internet Travel Industry

3.3 Performance Evaluation of Internet Travel Provider Last Purchased From

3.4 Overall Satisfaction

4 Service Gaps

5 Critical Incidents

6 Customer Loyalty

6.1 Loyalty and Importance of Service Criteria of Internet Travel Provision

6.2 Loyalty and Performance of the Internet Travel Provider of Last Purchase

6.3 Demographic Profile of Internet Supplier Loyal versus Internet Supplier Non-Loyal Customers

7 Customer Value

7.1 Customer Value and Importance of Service Criteria of Internet Travel Provision

7.2 Customer Value and Performance of the Internet Travel Provider of Last Purchase

7.3 Demographic Profile of Lower Versus Higher Value Internet Travel Customers

8 Email Alerts

8.1 Segment Sizing

8.2 Email Alert Circulation

8.2.1 Full Service Internet Travel Suppliers

8.2.2 Air Carrier Internet Travel Suppliers

8.3 Most Important Aspects of Email Alerts

8.4 Satisfaction with Email Alerts

8.4.1 Full Service Internet Travel Suppliers

8.4.2 Air Carrier Internet Travel Suppliers

8.5 Improving Email Alerts

8.6 Email Alert Recipient Demographic Profile

Figure Index

Companies Mentioned:

Expedia

Travelocity

Travelzoo

Orbitz

AAA (or local chapter)

Hotwire, Cheap Tickets

Shermans

Yahoo! Travel

Cheapflights

Priceline

AOL Travel

Southwest Airlines

American Airlines

United Airlines

Northwest Airlines

Cotinental Airlines

Delta Airlines

JetBlue Airways

US Airways

Alaska Air

For more information visit http://www.researchandmarkets.com/reports/c51197

Source: Business Wire

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