The travel distribution industry is growing. While traditional distribution channels such as online travel agencies and physical stores are decreasing in revenues, metasearch companies are receiving greater attention from consumers. However, metasearch companies face challenges even with an increasing market. Offering a proposition with a business model that revolves around pay per click and advertisements, you are in need of large amount of traffic. To understand the consumer behaviour has never been more critical. It is about increasing the ability to create a rich customer experience. In order to do so, companies are in need of understanding how to interact with consumers. The interaction is mainly occurring through touchpoints. Accordingly, the aim of this study is to investigate how the current identified most relevant digital touchpoints are having impact on the consumers opinion of metasearch websites in the travel distribution industry. By doing so, we contribute to marketing theory, method and practices. The importance of certain touchpoints and to find out if they have the same relevance when the purchase itself is excluded. Focus is being towards factors that metasearch companies see as undiscovered. A quantitative study was conducted with a sample of 148 respondents. The result not only gave new insight in terms of touchpoints relevance in metasearch industries but also a theoretical ground for future research.

El problema del transporte público en tren urbano es la sobredemanda de pasajeros a lo largo de su recorrido (estaciones). Tradicionalmente el estudio de distribución de pasajes se realiza antes de la construcción de los trenes urbanos, posterior a ello son pocos los que realizan el seguimiento del aumento de demanda y mejoras del tren urbano. Por ello, con el fin de minimizar la sobredemanda de ciertas estaciones, se aplicó el modelo gravitacional debido a su característica de impedancia. En el marco de la teoría de la incertidumbre, el modelo de transporte sólido basado en gravitacional incierta se transforma en su equivalente determinista, que puede resolverse mediante métodos de optimización general. Finalmente, se da un ejemplo numérico para ilustrar el propósito. / The problem of public transport in the urban train is the excess demand of passengers along its route (stations). Traditionally, the study of the distribution of passages is carried out before the construction of urban trains, after which few people monitor the increase in demand and urban train improvements. Therefore, in order to minimize the over demand of certain stations, the gravitational model was applied due to its impedance characteristic. Within the framework of uncertainty theory, the uncertain gravitational-based transport model is transformed into its deterministic equivalent, which can be solved using general optimization methods. Finally, a numerical example is given to illustrate the purpose. / Trabajo de investigación