Exploring the determinants of E-loyalty among travel agencies

Leo Huang

The Service Industries Journal, 2008, vol. 28, issue 2, 239-254

Abstract: This study aims to explore and empirically build up an e-loyalty model for the burgeoning e-service of Taiwan's travel agencies. Mailed data and data collected in personal from multiple sources is used for helping to identify the determinants of e-loyalty between Taiwan's wholesaler and retailer travel agencies. Several statistical techniques, including confirmatory factor analysis, correlation analysis, and a linear structural relationship (LISREL) are used, and a structural equation is implemented to test the e-loyalty model. The results indicate that Taiwan's wholesaler travel agencies might consider e-quality as well as trust as the most important antecedents to e-loyalty, whereas loyalty results in the increased transaction intentions of retailers. No related studies so far have analysed or tried to discern the cause-and-effect relationship between e-loyalty and transaction intention for travel agencies. This paper also proposes an optimal e-loyalty model that matches the essential development needs of B2B commerce transaction. Finally, the model herein illustrates how wholesalers can realise e-commerce strategic goals by acquiring the e-loyalty of retailer travel agencies.

Date: 2008
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Citations: View citations in EconPapers (10)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:28:y:2008:i:2:p:239-254

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DOI: 10.1080/02642060701842316

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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