Online drivers and offline influences related to loyalty to airline websites

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

Research output: Indexed journal article Articlepeer-review

35 Citations (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.

Original languageEnglish
Pages (from-to)43-46
Number of pages4
JournalJournal of Air Transport Management
Issue number1
Publication statusPublished - Jan 2012
Externally publishedYes


  • E-loyalty
  • E-quality
  • E-satisfaction
  • E-trust
  • Offline perceived value


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