TY - CHAP
T1 - Consumer loyalty to an airline
T2 - Online and offline antecedents
AU - Forgas-Coll, Santiago
AU - Palau-Saumell, Ramon
AU - Sánchez-García, Javier
N1 - Publisher Copyright:
© 2015, IGI Global.
PY - 2014/10/31
Y1 - 2014/10/31
N2 - The purpose of this chapter is to analyze the loyalty of airline users in both online and offline environments, and the influence exercised by the virtual environment on overall loyalty to an airline company. An empirical study was carried out, with a total of 1710 personal interviews with users of different airline companies. In the analysis of the data, structural equations models were used, in particular the technique of confirmatory factor analysis. The results reveal that satisfaction, trust and perceived value all explain the relationships of loyalty between passengers and airline companies and that satisfaction trust and loyalty online influence overall satisfaction, trust, and loyalty to the company. Perceived quality, satisfaction, and trust online explain online loyalty.
AB - The purpose of this chapter is to analyze the loyalty of airline users in both online and offline environments, and the influence exercised by the virtual environment on overall loyalty to an airline company. An empirical study was carried out, with a total of 1710 personal interviews with users of different airline companies. In the analysis of the data, structural equations models were used, in particular the technique of confirmatory factor analysis. The results reveal that satisfaction, trust and perceived value all explain the relationships of loyalty between passengers and airline companies and that satisfaction trust and loyalty online influence overall satisfaction, trust, and loyalty to the company. Perceived quality, satisfaction, and trust online explain online loyalty.
KW - Multiple-item scale
KW - Perceived value
KW - Relationship quality
KW - Customer loyalty
KW - Service quality
KW - Trust
KW - Satisfaction
KW - Impact
KW - Perceptions
KW - Link
UR - http://www.scopus.com/inward/record.url?scp=84945990513&partnerID=8YFLogxK
UR - https://www.webofscience.com/api/gateway?GWVersion=2&SrcApp=pure_univeritat_ramon_llull&SrcAuth=WosAPI&KeyUT=WOS:000489991200046&DestLinkType=FullRecord&DestApp=WOS_CPL
U2 - 10.4018/978-1-4666-6543-9.ch045
DO - 10.4018/978-1-4666-6543-9.ch045
M3 - Chapter
AN - SCOPUS:84945990513
SN - 1466665432
SN - 9781466665439
VL - 2
SP - 761
EP - 778
BT - Hospitality, Travel, and Tourism
PB - IGI Global
ER -