Fonte: ROTUR. Revista de Ocio y Turismo; Vol. 15 No. 2 (2021); 107-129
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Resumo: The creation of the internet in the late 1990s transformed the tourism industry, positioning it as one of the leading sectors in e-commerce. The aim of this study is to examine the influence of the internet on customer decision-making when planning a trip, specifically in relation to the selection and reservation of accommodation. The study begins with a review of the existing literature on e-commerce, tourism and consumer behaviour. Data were collected using an online survey, which was completed by 366 internet users in the state of Ceará (including the capital, Fortaleza), one of the largest online markets in north-eastern Brazil, and analysed using descriptive statistics. The results highlight the importance of online environments, the practical advantages of smartphone use for tourism services, and the value placed on these conveniences over even financial considerations. The study concludes by corroborating the importance of e-commerce in matching experiences to customer profiles through careful customer relationship management and adaptive (responsive) smartphone interfaces.
