Abstract
Few studies thus far have examined add-on services associated with mitigating hotel location disadvantages. Drawing on the Elaboration Likelihood Model, we in this study consider the variety of transport amenities as a peripheral cue and propose an econometric model that explores the impact of the transport amenities on customer satisfaction. We estimate the model using 187447 reviews assembled from a well-known online travel community in China. The results show that the variety of transport amenities has a significant positive impact on customer satisfaction. Furthermore, we find that the travelers’ type and transport convenience have a moderating effect on this relationship. From the perspective of the three-factor theory, we further reveal that the transport amenity is a basic factor for business travelers but an excitement factor for leisure travelers. A variety of robustness tests show that the conclusion of this study is robust.
Recommended Citation
Sun, Xiying; Fang, Jiaming; and Hossin, Md Altab, "The Effect of Transport Amenities on Customer Satisfaction: An Empirical Study from the Online Travel Community" (2021). ICEB 2021 Proceedings (Nanjing, China). 26.
https://aisel.aisnet.org/iceb2021/26