TY - JOUR
T1 - Online drivers and offline influences related to loyalty to airline websites
AU - Forgas, Santiago
AU - Palau, Ramon
AU - Sánchez, Javier
AU - Huertas-García, Rubén
PY - 2012/1
Y1 - 2012/1
N2 - 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.
AB - 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.
KW - E-loyalty
KW - E-quality
KW - E-satisfaction
KW - E-trust
KW - Offline perceived value
UR - http://www.scopus.com/inward/record.url?scp=80052547235&partnerID=8YFLogxK
U2 - 10.1016/j.jairtraman.2011.08.003
DO - 10.1016/j.jairtraman.2011.08.003
M3 - Article
AN - SCOPUS:80052547235
SN - 0969-6997
VL - 18
SP - 43
EP - 46
JO - Journal of Air Transport Management
JF - Journal of Air Transport Management
IS - 1
ER -