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Online drivers and offline influences related to loyalty to airline websites

Author

Listed:
  • Forgas, Santiago
  • Palau, Ramon
  • Sánchez, Javier
  • Huertas-García, Rubén

Abstract

This paper explores users loyalty to airlines’ websites, by examining differences among users belonging to the Y, X and baby boomer generations. The results indicate that to obtain users loyalty to a company’s site, it is necessary to first, affective e-loyalty, through e-trust, which is also positively influenced by offline perceived value, e-satisfaction, and indirectly by e-quality. We also demonstrates that significant differences exist among the various generations, implying airlines need to fine-tune their online strategies retain customer loyalty.

Suggested Citation

  • Forgas, Santiago & Palau, Ramon & Sánchez, Javier & Huertas-García, Rubén, 2012. "Online drivers and offline influences related to loyalty to airline websites," Journal of Air Transport Management, Elsevier, vol. 18(1), pages 43-46.
    • Handle: RePEc:eee:jaitra:v:18:y:2012:i:1:p:43-46
    DOI: 10.1016/j.jairtraman.2011.08.003
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    References listed on IDEAS

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    1. Forgas, Santiago & Moliner, Miguel A. & Sánchez, Javier & Palau, Ramon, 2010. "Antecedents of airline passenger loyalty: Low-cost versus traditional airlines," Journal of Air Transport Management, Elsevier, vol. 16(4), pages 229-233.
    2. Lubbe, Berendien, 2007. "The effect of Internet apprehension and website satisfaction on air travellers’ adoption of an airline's website," Journal of Air Transport Management, Elsevier, vol. 13(2), pages 75-80.
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    Cited by:

    1. Farooq, Muhammad Shoaib & Salam, Maimoona & Fayolle, Alain & Jaafar, Norizan & Ayupp, Kartinah, 2018. "Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 169-180.
    2. Escobar-Rodríguez, Tomás & Carvajal-Trujillo, Elena, 2013. "Online drivers of consumer purchase of website airline tickets," Journal of Air Transport Management, Elsevier, vol. 32(C), pages 58-64.
    3. Ki-Han Song & Solsaem Choi, 2020. "A Study on the Behavioral Change of Passengers on Sustainable Air Transport after COVID-19," Sustainability, MDPI, vol. 12(21), pages 1-18, November.
    4. Chen, Shang-Yu, 2016. "Green helpfulness or fun? Influences of green perceived value on the green loyalty of users and non-users of public bikes," Transport Policy, Elsevier, vol. 47(C), pages 149-159.
    5. Bo-Chiuan Su & Li-Wei Wu & Ying-Chi Yen, 2021. "Antecedents and Consequences of Trust and Loyalty in Physical Banks Affecting Mobile Payments," Sustainability, MDPI, vol. 13(22), pages 1-27, November.
    6. Dissakoon Chonsalasin & Sajjakaj Jomnonkwao & Vatanavongs Ratanavaraha, 2020. "Key Determinants of Airline Loyalty Modeling in Thailand," Sustainability, MDPI, vol. 12(10), pages 1-17, May.
    7. Vedant Singh, 2016. "Perceptions of emission reduction potential in air transport: a structural equation modeling approach," Environment Systems and Decisions, Springer, vol. 36(4), pages 377-403, December.
    8. Díaz, Estrella & Martín-Consuegra, David, 2016. "A latent class segmentation analysis of airlines based on website evaluation," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 20-40.
    9. Chen, Shang-Yu, 2016. "Using the sustainable modified TAM and TPB to analyze the effects of perceived green value on loyalty to a public bike system," Transportation Research Part A: Policy and Practice, Elsevier, vol. 88(C), pages 58-72.
    10. Jeng, Shih-Ping & Lo, Min-Fang, 2019. "Lowest price guarantees on airline websites: Perceived believability, perceived value, and purchase intentions," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 85-91.
    11. Laura DIACONU (MAXIM), 2021. "The behaviour of airlines’ passengers in the context of COVID-19 pandemic," CES Working Papers, Centre for European Studies, Alexandru Ioan Cuza University, vol. 13(2), pages 230-242, July.
    12. Jenatabadi, Hashem Salarzadeh & Ismail, Noor Azina, 2014. "Application of structural equation modelling for estimating airline performance," Journal of Air Transport Management, Elsevier, vol. 40(C), pages 25-33.

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