Using online consumer loyalty to gain competitive advantage in travel agencies

Vanessa Roger-Monzó, Myriam Martí-Sánchez and María Guijarro-García

Journal of Business Research, 2015, vol. 68, issue 7, 1638-1640

Abstract: Most tourism consumers who book tourism services online are likely to be selective and technologically literate. Online travel agencies must therefore evolve if they want to compete. This study tests the following hypothesis: perceived e-service quality is a multidimensional construct that directly and positively affects perceived e-service value. Furthermore, perceived e-service value directly and significantly affects consumer loyalty toward online travel agencies. Results provide evidence of a causal relationship between these three constructs: perceived e-service quality, perceived e-service value, and consumer loyalty.

Keywords: Quality; Perceived value; Loyalty; E-service; Tourism (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:68:y:2015:i:7:p:1638-1640

DOI: 10.1016/j.jbusres.2015.02.009

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