Online drivers and offline influences related to loyalty to airline websites

Santiago Forgas, Ramon Palau, Sánchez, Javier and Huertas-García, Rubén

Journal of Air Transport Management, 2012, vol. 18, issue 1, 43-46

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.

Keywords: E-loyalty; E-trust; E-satisfaction; E-quality; Offline perceived value (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (12)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:18:y:2012:i:1:p:43-46

DOI: 10.1016/j.jairtraman.2011.08.003

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