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Service Business
Erschienen in: Service Business 2/2013

01.06.2013 | Empirical Article

Airline website loyalty formation and the moderating effects of gender and education

verfasst von: Santiago Forgas-Coll, Ramon Palau-Saumell, Javier Sánchez-García, Juan Carlos Fandos-Roig

Erschienen in: Service Business | Ausgabe 2/2013

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Abstract

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.
Vorheriger Artikel The effects of partnership quality on business process outsourcing success in Malaysia: key users perspective
Nächster Artikel An instrument for measuring the key practices of total quality management in ICT industry: an empirical study in India

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Metadaten
Titel
Airline website loyalty formation and the moderating effects of gender and education
verfasst von
Santiago Forgas-Coll
Ramon Palau-Saumell
Javier Sánchez-García
Juan Carlos Fandos-Roig
Publikationsdatum
01.06.2013
Verlag
Springer-Verlag
Erschienen in
Service Business / Ausgabe 2/2013
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI
https://doi.org/10.1007/s11628-012-0153-y

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