Scandinavian Working Papers in Business Administration

FE rapport,
University of Gothenburg, Department of Business Administration

No 2003-397: E-handel med resor. Bokning och köp av resor på Internet – konsumenters attityder och upplevda risker

Annika Hallberg (), Anne Eriksson () and Petra Olsson ()
Additional contact information
Annika Hallberg: Department of Business Administration, School of Economics and Commercial Law, Göteborg University, Postal: Box 640, SE 405 30 Göteborg, Sweden
Anne Eriksson: Private, Postal: Doktor Forselius backe 21, 413 26 Göteborg,
Petra Olsson: Cellectricon, Postal: Fabriksgatan 7, 412 50 Göteborg,

Abstract: The travel industry is one of the few industries where there is an increased interest among consumers for on-line reservations. The purpose of this study is to explore and describe consumers’ attitudes towards travel reservations and purchases on the Internet. A questionnaire was distributed to 400 consumers in Gothenburg. The study indicates that consumers generally have a positive attitude towards travel reservations and purchases on the Internet, although the perceived risks are high. Certain consumers consider the payments insecure. A reservation confirmation is of crucial importance to consumers’ willingness to make their travel reservations on the Internet.

Keywords: eCommerce; consumer behaviour; tourism; travel; consumer research; attitudes

39 pages, May 16, 2003

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