The purposes of this study are to examine whether perceived playfulness
and perceived flow would mediate the relationships among website quality, customer
satisfaction, and purchase intention, as well as to assess the degree of reciprocity
between perceived playfulness and perceived flow in an online travel agency
context. This study suggested a research framework for testing the relationships
among the constructs based on the stimulus-organism-response framework. In
addition, this study developed a non-recursive model. After validating the measurement
scales, empirical analyses were conducted using structural equation
modelling. The findings confirm that website quality affects customers’ perceived
playfulness and perceived flow, and in turn, would influence their satisfaction and
purchase intention. Notably, this study finds that the service quality is more
important than information and system quality in influencing customer satisfaction
and purchase intention. Furthermore, the study reveals that the relationship between
perceived playfulness and perceived flow is reciprocal. Based on the findings, the
implications are discussed in the paper and directions for future research are also
highlighted.