Airline website loyalty formation and the moderating effects of gender and education

Forgas-Coll, Santiago; Palau‐Saumell, Ramon; García, Javiér Sánchez; Fandos-Roig, Juan Carlos

doi:10.1007/s11628-012-0153-y

Cited by 23 publications

(16 citation statements)

References 55 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Hasil penelitian Ryu et.,al (2012), menyatakan bahwa kepuasan konsumen terjadi pada nilai yang diterima oleh konsumen tersebut. Kepuasan yang muncul pada diri konsumen menimbulkan loyalitas sehingga menguntungkan bagi perusahaan (Forgas-Coll; Palau-Saumell; Sanchez-Garcia; Fandos- Roig, 2013;Pantouvakis;Lymperopoulos, 2008).…”

Section: Kajian Teoriunclassified

Kepuasan Konsumen Tidak Selalu Membentuk Loyalitas

Soelasih

2017

View full text Add to dashboard Cite

Train users in Indonesia began to increase, it can be seen from the data of passengers as a whole increased from year to year. These improvements must be supported with the customer perceived value, because it will affect of rail users. Long distance train in Indonesia distinguished its kind, namely the executive, business and economics. In this study, it more emphasis on the train executives, especially in Java. Issues examined here is whether the customer perceived value have an influence on satisfaction and commitment resulting in loyalty. This affects the sustainability of a rail business, because the level of competition arise among existing transportation, whether by air, land or sea. Sampling was done by simple random sampling, the number of respondents was 323. The instrument was tested with reliability and validity. The data used to answer the problem by using structural equation modeling with six hypotheses were tested. The results indicate that the hypothesis occurs between the customer perceived value influence consumer satisfaction and commitment. The effect between satisfaction and commitment to loyalty shows that satisfaction has no effect on loyalty, commitment while consumers have an influence on loyalty.Keywords: customer perceived value, customer satisfaction, customer loyalty, executive train, service quality Abstrak: Pengguna kereta api di Indonesia mulai meningkat, terlihat dari data yang menunjukkan jumlah penumpang secara keseluruhan meningkat dari tahun ke tahun. Peningkatan ini harus didukung dengan nilai yang diterima konsumen semakin baik, karena akan mempengaruhi dari pengguna kereta api. Kereta api jarak jauh di Indonesia dibedakan jenisnya yaitu eksekutif, bisnis dan ekonomi. Pada penelitian ini lebih menekankan pada kereta api eksekutif terutama di Pulau Jawa. Permasalahan yang akan diteliti adalah apakah nilai yang diterima konsumen mempunyai pengaruh terhadap kepuasan dan komitmen sehingga menimbulkan loyalitas. Hal ini mempengaruhi keberlangsungan dari suatu usaha perkeretaapian, karena tingkat persaingan timbul diantara transportasi yang ada, baik udara, darat maupun laut. Pengambilan sampel dilakukan dengan acak sederhana, jumlah responden yang terambil 323. Untuk instrument yang digunakan diuji dengan reliabilitas dan validitas. Pengujian data untuk menjawab permasalahan yang ada menggunakan structural equation modelling dengan enam hipotesis yang diuji. Hasil hipotesis menunjukkan bahwa terjadi pengaruh antara nilai yang diterima konsumen dengan kepuasan dan komitmen. Untuk pengaruh antara kepuasan dan komitmen terhadap loyalitas menunjukkan bahwa kepuasan tidak mempunyai pengaruh terhadap loyalitas, sedangkan komitmen konsumen mempunyai pengaruh terhadap loyalitas.Kata Kunci: konsumen, komitmen, pengguna, kepuasan.

show abstract

Section: Kajian Teoriunclassified

Kepuasan Konsumen Tidak Selalu Membentuk Loyalitas

Soelasih

2017

View full text Add to dashboard Cite

show abstract

“…This model proved to be a reliable and valid service quality measurement instrument for the business tourism industry (Swart and Roodt 2011a), while partial mediation through satisfaction is also evident (Chang and Polonsky 2012;Swart and Roodt 2011b). An investigation of market segmentation variables have become synonymous in tourism industry related research (Forgas-Coll et al 2013;Kim et al 2009a;Li et al 2013;Rid et al 2014). However, none of the identified studies indicated a moderating effect in the prediction of Retention through a SQSC.…”

mentioning

confidence: 99%

Market segmentation variables as moderators in the prediction of business tourist retention

Swart

Roodt

2014

Serv Bus

View full text Add to dashboard Cite

This study explores whether five market segmentation variables moderate the relationship between the business tourist service quality scorecard (SQSC) and business tourist satisfaction (Satisfaction); or the relationship between the SQSC and business tourist retention (Retention). A cross-sectional field survey of South African business tourists yielded a sample of 498 respondents. Moderated multiple regression (MMR) analyses were used to investigate possible moderating effects. Findings suggest there are full moderation effects for gender in both the relationships between SQSC and Retention as well as Satisfaction and Retention. Partial moderation effects were evident for age and province. This study provides insights to enable business tourist managers to improve the service quality needs of each of the identified market segments, such as gender and age.

show abstract

“…For this, affective e-loyalty, e-trust, e-satisfaction and a positive offline perceived value should be provided in the first place. Studying on moderating effects of gender and education on loyalty towards an airline website, Forgas-Coll et al [8] stated that website quality, esatisfaction, e-trust and affective e-loyalty were the antecedent of conative e-loyalty and emphasized that university level education affected the loyalty positively. Elkhani, Soltani and Jamshidi [5] studied airline websites from the perspective of customers and put an emphasis on the importance of gaining new customers and making existing customers loyal.…”

Section: Travel Airlines and Websitesmentioning

confidence: 99%

Website Usability in Marketing Communications: The Case of Airline Companies in Turkey

Aktaş

Mutlu²

2015

EDUCATION

View full text Add to dashboard Cite

It is of great importance for the organizations to use internet environment effectively in a market where competition conditions are gradually aggravated and carry out their marketing communication activities in such an environment. Airline companies are the ones that use internet technology most effectively and actively. Thus, website usability is of great importance for airline companies. The aim of this study is to make an analysis concerning website usability as a means of marketing communication. In line with this objective, web site of the airline companies operating in Turkey have been analyzed and the roles assumed by the analyzed websites as a marketing communications tool have been tried to set forth. The methodology of the research is based on scoring system of Gibson et al. [9]. Under the study, web sites of the airline companies in Turkey was monitored for a month between 2012 and 2014 and they were assessed in various dimensions such as functions (information provision, networking, participation, campaigning, online processes, mobile applications, social media applications) and delivery (glitz factor, access, navigability, freshness, visibility). The findings revealed that websites made progress over the years; however, online, mobile and social media applications remained incapable in terms of marketing communications targets.

show abstract

Airline website loyalty formation and the moderating effects of gender and education

Cited by 23 publications

References 55 publications

Kepuasan Konsumen Tidak Selalu Membentuk Loyalitas

Kepuasan Konsumen Tidak Selalu Membentuk Loyalitas

Market segmentation variables as moderators in the prediction of business tourist retention

Website Usability in Marketing Communications: The Case of Airline Companies in Turkey

Contact Info

Product

Resources

About