Online drivers and offline influences related to loyalty to airline websites

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

Producció científica: Article en revista indexadaArticleAvaluat per experts

35 Cites (Scopus)


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.

Idioma originalAnglès
Pàgines (de-a)43-46
Nombre de pàgines4
RevistaJournal of Air Transport Management
Estat de la publicacióPublicada - de gen. 2012
Publicat externament


Navegar pels temes de recerca de 'Online drivers and offline influences related to loyalty to airline websites'. Junts formen un fingerprint únic.

Com citar-ho