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Jupiter Consumer Survey Report

Published by: Jupiter Research Corporation

Published: Jun. 26, 2002 - 28 Pages


Table of Contents


Executive Summary

Landscape: Consumers Are Pleased with Online Travel Experience, but Still Shop Around

Outlook: Use E-mail Marketing to Build Rapport, Attract Off-line Consumers

Universal Action Plan: Attract Business Travelers Through Loyalty Management Tools

Case Studies

  • United Airlines Sends Proactive Alerts
  • Perot Systems Achieves Strong Adoption of Its Online Booking Tool

Vendor Profiles

  • GetThere
  • Centerpost

Report Methodology

Table of Figures

2 Reasons Consumers Visit More Than One Site Before Purchase

4 Customer Satisfaction with Travel Purchases

5 How Consumers Decide Where to Purchase Travel

6 Likelihood that Consumers Will Recommend a Travel Site

7 Site Features Consumers Find Useful

8 Decisions Consumers Made Prior to Conducting Travel Research Online

9 Consumers’ Loyalty to Travel Sites

10 Reasons Consumers Purchase Travel Off-line

11 Consumers’ Response to Marketing E-mail

12 Where Business Travelers Begin Research

13 Activities that Business Travelers Conducted Online

15 Providers from Which Business Travelers Purchased Travel

Abstract

In February 2002, Jupiter designed and fielded an extensive Jupiter Consumer Survey about online travel consumers' behaviors and attitudes toward researching and purchasing travel online. This report explores the results of that survey and examines a segmentation of the online travel consumer population by frequency or infrequency of business travel.

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