Determinants of on-line booking loyalties for airline ticket purchasing
Author
Llach Pagès, Josep
ALONSO ALMEIDA, MARIA DEL MAR
Bernardo Vilamitjana, Mercè
Publication date
2013-04Alternative title
Determinants of online booking loyalties for the purchasing of airline tickets
ISSN
0261-5177
Abstract
The aim of the present study is to understand the impact of e-quality on costumer’s loyalty in the context of the online airplane ticket purchase. For this purpose, quality is divided in two dimensions: functional quality (based on E-S-QUAL model) and hedonic quality. The methodology applied was administered to 617 consumers of on-line airplane tickets via an airline’s website in 2009. Structural Equation Models were applied to study the impact. The results show that the functional and hedonic quality are positive significant for loyalty through perceived value. From a managerial perspective, this paper provides advice for the airline industry in the development of e-commerce to take advantage of the current situation of disintermediation and to achieve the loyalty of customers.
Document Type
Article
Document version
Accepted version
Language
English
Subject (CDU)
33 - Economics. Economic science
Keywords
Línies aèries
Airlines
Líneas aéreas
Fidelitat a una marca
Customer loyalty
Fidelización del cliente
Comercio electrónico
Comerç electrònic
Electronic commerce
Pages
24
Publisher
Elsevier Ltd
Collection
35;
Is part of
Tourism Management
Citation
Llach, Josep; Marimon Viadiu, Frederic; Alonso-Almeida, María del Mar; Bernardo, Mercè. «Determinants of online booking loyalties for the purchasing of airline tickets». Tourism Management, 2013, vol. 35, p. 23-31. Disponible en: <https://www.sciencedirect.com/science/article/pii/S0261517712000945>. Fecha de acceso: 03 jul. 2019. https://doi.org/10.1016/j.tourman.2012.05.006
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Rights
http://creativecommons.org/licenses/by-nc-nd/4.0/
Except where otherwise noted, this item's license is described as http://creativecommons.org/licenses/by-nc-nd/4.0/