Impact of a Mediating Role of Repurchase Intentions on Customer Retention

Ambrož, Milan; Lotrič, Branko

doi:10.7307/ptt.v21i5.249

Cited by 2 publications

(3 citation statements)

References 35 publications

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“…There are many studies about this topic in hotel industries and airlines, but research of this topic when it comes to tourism agencies is relatively rare (Ryan & Cliff, 1997;Fache, 2000;Katircioglu et al, 2012;Moisescu & Gica, 2014). There are also a very few papers dealing with tour packages (Bowie & Chang, 2005;Ambrož & Lotrič, 2009;He & Song, 2009;Conze, et al, 2010;Huang, Hsu & Chan, 2010;Dragičević, Proročić & Letunić, 2013;Räikkönen & Honkanen, 2013).…”

Section: Resultsmentioning

confidence: 99%

“…In the paper of the authors Bogdanovych, Berger, Simoff & Sierra (2006), the topic of travel agents versus online booking was explored. Ambrož & Lotrič (2009) investigated the impact of a mediating role of repurchasing intentions on customer retention and they discovered that quality perceptions impose direct effect on tourist satisfaction. They emphasize that such effect is more powerful when mediated by repurchase intentions of Čausević, A., Mirić, R., Avdić, B., Avdić, A., Džaferagić, A. experienced tourists.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

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Organized Travel vs. Individual Travel - The Case of Sarajevo

Čaušević¹,

Mirić²,

Avdić³

et al. 2021

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Sarajevo is a very interesting tourist destination. The official statistics of Canton Sarajevo show that tourists usually visit Sarajevo individually. The purpose of this paper is to explore the differences between foreign tourists who came to Sarajevo individually and the ones whose travel was organized by a travel agency. The aim of this research is to compare foreign tourists from the aspect of the travel mode in relation to the declaration of tourists' satisfaction with a tourist destination, the general quality of this tourist destination offer, overall satisfaction, and loyalty. For the purposes of data analysis, descriptive statistics and Mann-Whitney U test were used. The results have shown that foreign tourists who visited Sarajevo individually have a more positive attitude about perceived value, declaration of tourists' satisfaction with a tourist destination, and they are more willing to revisit Sarajevo in the future than the foreign tourists who visited through a travel agency / another organizer. Also, it has been shown that there is no statistically significant difference between visitors who visited Sarajevo individually and tourists who visited through a travel agency / another organizer in terms of the general quality of the tourist destination offer, overall satisfaction, and intention to recommend Sarajevo to their friends and relatives.

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Section: Resultsmentioning

confidence: 99%

Section: Theoretical Backgroundmentioning

confidence: 99%

Organized Travel vs. Individual Travel - The Case of Sarajevo

Čaušević¹,

Mirić²,

Avdić³

et al. 2021

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“…The perceived satisfaction with each attribute is measured on a five-point scale. As the most effective method to reduce large numbers of items to smaller sets of underlying factor analysis, is used to group the items (Ambrož, Lotrič 2009). Cumulative loading is the variance explained by the factor and the previous factors.…”

Section: Underlying Dimensions Of Satisfactionmentioning

confidence: 99%

A segmentation based analysis for measuring customer satisfaction in maritime transportation

et al. 2015

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Abstract. This study was conducted to profile customers according to the level of satisfaction with the service attributes of maritime public transport provided by Seabus Service Company (SSC), the sole provider of maritime transport in Istanbul. Such analysis needs to be conducted by considering market segments in terms of maritime transportation usage and post purchase behavior. This was accomplished by conducting quantitative research through face-to-face surveys of SSC passengers. According to the results by multivariate data analysis, including factor analysis and cluster analysis, six segments are revealed in terms of customer satisfaction level with the maritime service attributes. Moreover, there are significant differences among the segments in terms of usage frequency (travel frequency in this study), age and education level. Different strategies for different customer segments within the maritime passenger market to increase customer usage and satisfaction of maritime transportation in Istanbul are suggested from the findings. Thus, this paper provides guidelines for the Turkish Maritime Authorities as to how to expand maritime transportation usage in Istanbul, which is not only the largest city and the most crucial trade center of Turkey but also has the highest share of passenger maritime transportation in the country.

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Impact of a Mediating Role of Repurchase Intentions on Customer Retention

Abstract: ABSTRACT

Cited by 2 publications

References 35 publications

Organized Travel vs. Individual Travel - The Case of Sarajevo

Organized Travel vs. Individual Travel - The Case of Sarajevo

A segmentation based analysis for measuring customer satisfaction in maritime transportation

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