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undergraduate thesis
Customer Engagement in Travel Industry: OTA’s vs. DIY Travels
2019. urn:nbn:hr:229:476036
Miljas, Maris
RIT Croatia

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Miljas, M. (2019). Customer Engagement in Travel Industry: OTA’s vs. DIY Travels (Undergraduate thesis). Dubrovnik: RIT Croatia. Retrieved from https://urn.nsk.hr/urn:nbn:hr:229:476036

Miljas, Maris. "Customer Engagement in Travel Industry: OTA’s vs. DIY Travels." Undergraduate thesis, RIT Croatia, 2019. https://urn.nsk.hr/urn:nbn:hr:229:476036

Miljas, Maris. "Customer Engagement in Travel Industry: OTA’s vs. DIY Travels." Undergraduate thesis, RIT Croatia, 2019. https://urn.nsk.hr/urn:nbn:hr:229:476036

Miljas, M. (2019). 'Customer Engagement in Travel Industry: OTA’s vs. DIY Travels', Undergraduate thesis, RIT Croatia, accessed 05 December 2024, https://urn.nsk.hr/urn:nbn:hr:229:476036

Miljas M. Customer Engagement in Travel Industry: OTA’s vs. DIY Travels [Undergraduate thesis]. Dubrovnik: RIT Croatia; 2019 [cited 2024 December 05] Available at: https://urn.nsk.hr/urn:nbn:hr:229:476036

M. Miljas, "Customer Engagement in Travel Industry: OTA’s vs. DIY Travels", Undergraduate thesis, RIT Croatia, Dubrovnik, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:229:476036

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Metadata
TitleCustomer Engagement in Travel Industry: OTA’s vs. DIY Travels
AuthorMaris Miljas
MentorDomagoj Nikolić (mentor)
GranterRIT Croatia
Dubrovnik
Defense date and country2019-04-28, Croatia
Scientific / art field,
discipline and subdiscipline		HUMANISTIC SCIENCES
Interdisciplinary Humanistic Studies
Abstract
The purpose of this study was to establish determinants that influence customer choices between do-it-yourself travel arrangements and travel agents. For technologically empowered customers, experience and co-creation play a significant role. The primary research has shown that safety, value/experience, savings, customization time & effort, control, trust, ease of use of internet tools, online payment mechanisms, information overload and accurate information are the main determinants of customer choices. Millennials are more willing to consider travel agents than older generations. To stay competitive, travel agents must fully include potential customers in the process of travel organization, and their offer must be personalized rather than standardized.
Keywords
Languageenglish
URN:NBNurn:nbn:hr:229:476036
Study programmeTitle: Service Management
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2019-06-21 13:41:17