Online drivers and offline influences related to loyalty to airline websites

Forgas, Santiago; Martín, Ramón Palau; Sánchez, Javier; Huertas-García, Rubén

doi:10.1016/j.jairtraman.2011.08.003

Cited by 43 publications

(28 citation statements)

References 23 publications

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“…However, recently, Wang et al (2015) proposed website usability, website functionality and website security and privacy to assess customers' perceived website quality. A number of scholars have argued that perceived website quality can positively influence a consumer's emotional states such as enjoyment and anxiety (Forgas et al, 2012). However, there are very few studies focusing on the relationship between website quality and consumers' perceived flow.…”

Section: Hypotheses Developmentmentioning

confidence: 99%

Hotel website quality, perceived flow, customer satisfaction and purchase intention

Ali

2016

JHTT

232

174

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.*Related content and download information correct at time of download. Purpose -This study aims to examine the relationships between hotel website quality, perceived flow, customer satisfaction and purchase intentions. Furthermore, this study also examines if perceived flow mediates the relationships between hotel website quality, customer satisfaction and purchase intentions. Design/methodology/approach -The stimulus-organism-response framework is used as the theoretical framework for this study. A total of 441 valid online questionnaires were collected to empirically test the measurement and structural model using partial least square path modeling approach. The study sample includes hotel guests who booked their hotels via online travel agencies and/or hotel websites. Findings -The findings confirm that hotel website quality influences customers' perceived flow, which in turn, influences their satisfaction and purchase intention. Moreover, perceived flow also mediates the relationships between hotel website quality, customer satisfaction and purchase intentions. Originality/value -Hotel website quality, perceived flow, customer satisfaction and purchase intentions altogether are not well understood in current literature despite the important implication for managers, academicians and consumers alike. This study contributes to the field of e-commerce marketing, retailing and e-tourism research.

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Section: Hypotheses Developmentmentioning

confidence: 99%

Hotel website quality, perceived flow, customer satisfaction and purchase intention

Ali

2016

JHTT

232

174

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“…Many strategies have been proposed for differentiating websites from other sites. When the variables that increase e-loyalty are examined, it appears that one of these variables is e-trust (Oliveira et al, 2017;López-Miguens et al, 2017;Corbitt et al, 2003;Safa and Ismail, 2013;Nadeem et al, 2015;Ladhari and Leclerc, 2013;Forgas et al, 2012;Anderson and Srinivasan, 2003). E-trust is an important variable for e-commerce sites because consumers are shopping in a virtual environment.…”

Section: Discussionmentioning

confidence: 99%

Does The E-Loyalty Increase As The Consumer s Access To The Internet Increases An Empirical Study In Turkey

Büyükdağ

Kitapçı

2017

isarder

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The purpose of the study is to investigate whether the level of the Internet experience has a moderating effect on the relationship between e-satisfaction and eloyalty. Because according to the literature, the moderator effect of internet usage level has not been investigated in terms of the relationship between e-satisfaction and eloyalty. Therefore, there is a gap in the literature and this study aims to fill it. Multivariate methods were applied in this study. The level of the Internet experience has been the moderator effect on the relationship between e-satisfaction and e-loyalty. Consumers with low the Internet experience were found to show more e-loyalty than those who had high the Internet experience. As the internet usage increases competition, it is suggested that e-commerce companies should be differentiated from other competitors through e-trust, branding of the web site, use of social media communication channels and participation in social responsibility projects.

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“…This study emphasises that e-loyalty is an important and crucial factor in the e-context (Carter et al, 2014;Chiu et al, 2009;Forgas et al, 2012). Carter et al (2014) expressed that a committed customer is a loyal customer, who demonstrates loyalty attitudes such as recommending the provider to others and repurchasing intentions (Bashar & Wasiq, 2013;Komunda & Osarenkhoe, 2012;Pizzutti & Fernandes, 2010;Yang & Peterson, 2004).…”

Section: Digital Commitment and Customer Retentionmentioning

confidence: 92%

Structural Equation Modeling of E-Service Recovery Satisfaction and Customer Retention in the Airline Industry in Malaysia

Al-Jader¹

2015

IJMS

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In the age of the internet, customer retention has become a crucial element in firms' survival. Losing customers to competitors in the e-context is a constant threat, as the potential for this loss is 'only a click away'. The current study suggests two new constructs, accumulative trust and digital commitment as customer determinants appropriate for the online context. This study aims to investigate the effect of three customer determinants (accumulative trust, customer perception of feedback and digital commitment) on customer retention, focusing on the role of e-service recovery satisfaction as a mediator in these relationships. The investigation is in the context of the Malaysian Airline industry in general. Quantitative methodology was adopted using a self-administered questionnaire as the tool for data collection. The unit of analysis was Malaysian passengers who travel with different local airlines and who faced service failures. Structural equation modelling (SEM) was employed to analyse the data. The findings confirmed that e-service recovery satisfaction has a mediating influence on the relationships between accumulative trust and digital commitment and customer retention.

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Online drivers and offline influences related to loyalty to airline websites

Cited by 43 publications

References 23 publications

Hotel website quality, perceived flow, customer satisfaction and purchase intention

Hotel website quality, perceived flow, customer satisfaction and purchase intention

Does The E-Loyalty Increase As The Consumer s Access To The Internet Increases An Empirical Study In Turkey

Structural Equation Modeling of E-Service Recovery Satisfaction and Customer Retention in the Airline Industry in Malaysia

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