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Consumer Response to Travel Site Performance

Published By: Akamai
Akamai
Published:  Jun 14, 2010
Length:  13 pages

Looking back to the first iterations of travel Web sites, we can appreciate just how far technology has come. As advancements like high-speed connections began to replace the now archaic dial-up experience, consumers adjusted their expectations and demands of the companies they patronized. To gain a deeper understanding of the status of travelers' current online expectations, Akamai commissioned PhoCusWright to conduct a study examining key elements of the online consumer experience. This paper will examine five aspects of online travel-satisfaction levels, speed expectations and tolerance, activities during page loading, reasons for abandonment and reactions to technical issues.



Tagsakamai, travel, site performance, phocuswright, customer experience, usability, travel ecommerce, web load, abandonment, customer interaction service, customer satisfaction, customer service, ebusiness, sales automation, customer experience management