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Using online consumer loyalty to gain competitive advantage in travel agencies

Author

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  • Roger-Monzó, Vanessa
  • Martí-Sánchez, Myriam
  • Guijarro-García, María

Abstract

Most tourism consumers who book tourism services online are likely to be selective and technologically literate. Online travel agencies must therefore evolve if they want to compete. This study tests the following hypothesis: perceived e-service quality is a multidimensional construct that directly and positively affects perceived e-service value. Furthermore, perceived e-service value directly and significantly affects consumer loyalty toward online travel agencies. Results provide evidence of a causal relationship between these three constructs: perceived e-service quality, perceived e-service value, and consumer loyalty.

Suggested Citation

  • Roger-Monzó, Vanessa & Martí-Sánchez, Myriam & Guijarro-García, María, 2015. "Using online consumer loyalty to gain competitive advantage in travel agencies," Journal of Business Research, Elsevier, vol. 68(7), pages 1638-1640.
    • Handle: RePEc:eee:jbrese:v:68:y:2015:i:7:p:1638-1640
    DOI: 10.1016/j.jbusres.2015.02.009
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    References listed on IDEAS

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    1. Rauyruen, Papassapa & Miller, Kenneth E., 2007. "Relationship quality as a predictor of B2B customer loyalty," Journal of Business Research, Elsevier, vol. 60(1), pages 21-31, January.
    2. Bauer, Hans H. & Falk, Tomas & Hammerschmidt, Maik, 2006. "eTransQual: A transaction process-based approach for capturing service quality in online shopping," Journal of Business Research, Elsevier, vol. 59(7), pages 866-875, July.
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    Cited by:

    1. O Omoruyi, 2018. "A Website Quality Model Investigating the Loyalty of South African Consumers towards Travel Websites," Journal of Economics and Behavioral Studies, AMH International, vol. 10(2), pages 133-144.

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