Research conducted by Keynote Competitive Research, examined the online experience of more than 1 800 consumers as they interacted with leading websites in the airline, lodging and rental car industries.
In the airline travel study, the Expedia website ranked number 1 in customer experience, in the online lodging industry Marriott took first place followed by Expedia and Travelocity took the top spot in the car rental industry.
The study also hightlights various service performance problems, ranging from high outage rates to major load handling issues.
Visit Keynote for more details, or click here to view the 24 sites included in the study.
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2 users commented in " What consumers think of online travel sites "
Follow-up comment rss or Leave a TrackbackCustomer experience is the most important factor with online travel agencies - it is hard getting it right - and Expedia is the market leader, although i think their website is more suited to the advance online user and South Africa needs more simple online travel sites
Customer experience is the most valuable tool in converting visitors to book and expedia are the best at it overseas, but i think South Africa needs a more simple Online Travel Agency the majority of our internet users have not come of age
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