Customer’s Perceptions and Intentions on Online Travel Service Delivery: An Empirical Study in China

  • Hongxiu Li
  • Reima Suomi
Conference paper
Part of the IFIP International Federation for Information Processing book series (IFIPAICT, volume 252)


With the wide adoption of e-commerce in travel and tourism industry, the Internet has become an important travel service delivery channel, and traditional travel agency has been under severe disintermediation threat. This paper reports on a survey conducted to explore the Chinese consumer’s current usage of the Internet as the channel to search travel information and to book travel services. It also investigates customer’s future intentions on using the Internet to book travel services. This paper aims to examine whether there are difference between different consumer segments in terms of gender and age, and to find the hypothesis of disintermediation or intermediation in travel industry. The results indicates that online travel service delivery has grown as a popular direct distribution channel in travel industry, but more of the customers still turn to the traditional travel agencies, which support both the disintermediation and intermediation in travel industry. The results also reveal that online travel services provided by travel service providers still need to be improved since the number of online bookers is declined. This paper concludes by discussing the limitation of this study and highlighting areas for the future research in online travel service field.


Tourism Industry Travel Agency Travel Information Online Channel Online Booker 


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Copyright information

© IFIP International Federation for Information Processing 2007

Authors and Affiliations

  • Hongxiu Li
    • 1
  • Reima Suomi
    • 2
  1. 1.Information Systmes Instutute, Turku School of EconomicsTurku Center for Computer ScienceTurkuFinland
  2. 2.Information Systmes InstututeTurku School of EconomicsTurkuFinland

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