TY - JOUR
T1 - Airline website loyalty formation and the moderating effects of gender and education
AU - Forgas-Coll, Santiago
AU - Palau-Saumell, Ramon
AU - Sánchez-García, Javier
AU - Fandos-Roig, Juan Carlos
PY - 2013/6
Y1 - 2013/6
N2 - The objective of this study is to analyse the moderating effects of gender and education on users' loyalty to the website of an airline. We provide a tested model for greater understanding the effects of gender and education on the loyalty of experienced users in utilitarian purchasers of airline's website. The results reveal that website quality, e-satisfaction, e-trust and affective e-loyalty are antecedents of conative e-loyalty in loyalty relationships between passengers and airline websites, as well as the importance of university education in the configuration of loyalty to the website. Consumers with university education are found to be more likely to purchase through the websites of airline companies than those without. Also, according to the most recent literature, the moderating effect of gender has been found non-significant in most of the causal relationships presented in the model studied.
AB - The objective of this study is to analyse the moderating effects of gender and education on users' loyalty to the website of an airline. We provide a tested model for greater understanding the effects of gender and education on the loyalty of experienced users in utilitarian purchasers of airline's website. The results reveal that website quality, e-satisfaction, e-trust and affective e-loyalty are antecedents of conative e-loyalty in loyalty relationships between passengers and airline websites, as well as the importance of university education in the configuration of loyalty to the website. Consumers with university education are found to be more likely to purchase through the websites of airline companies than those without. Also, according to the most recent literature, the moderating effect of gender has been found non-significant in most of the causal relationships presented in the model studied.
KW - Education
KW - Website quality
KW - e-Loyalty
KW - e-Satisfaction
KW - e-Trust
UR - http://www.scopus.com/inward/record.url?scp=84882868534&partnerID=8YFLogxK
UR - https://www.webofscience.com/api/gateway?GWVersion=2&SrcApp=pure_univeritat_ramon_llull&SrcAuth=WosAPI&KeyUT=WOS:000318298500004&DestLinkType=FullRecord&DestApp=WOS_CPL
U2 - 10.1007/s11628-012-0153-y
DO - 10.1007/s11628-012-0153-y
M3 - Article
AN - SCOPUS:84882868534
SN - 1862-8516
VL - 7
SP - 255
EP - 274
JO - Service Business
JF - Service Business
IS - 2
ER -