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Exploring the determinants of E-loyalty among travel agencies

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  • Leo Huang

Abstract

This study aims to explore and empirically build up an e-loyalty model for the burgeoning e-service of Taiwan's travel agencies. Mailed data and data collected in personal from multiple sources is used for helping to identify the determinants of e-loyalty between Taiwan's wholesaler and retailer travel agencies. Several statistical techniques, including confirmatory factor analysis, correlation analysis, and a linear structural relationship (LISREL) are used, and a structural equation is implemented to test the e-loyalty model. The results indicate that Taiwan's wholesaler travel agencies might consider e-quality as well as trust as the most important antecedents to e-loyalty, whereas loyalty results in the increased transaction intentions of retailers. No related studies so far have analysed or tried to discern the cause-and-effect relationship between e-loyalty and transaction intention for travel agencies. This paper also proposes an optimal e-loyalty model that matches the essential development needs of B2B commerce transaction. Finally, the model herein illustrates how wholesalers can realise e-commerce strategic goals by acquiring the e-loyalty of retailer travel agencies.

Suggested Citation

  • Leo Huang, 2008. "Exploring the determinants of E-loyalty among travel agencies," The Service Industries Journal, Taylor & Francis Journals, vol. 28(2), pages 239-254, March.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:2:p:239-254
    DOI: 10.1080/02642060701842316
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    1. Ranjay Gulati, 1999. "Network location and learning: the influence of network resources and firm capabilities on alliance formation," Strategic Management Journal, Wiley Blackwell, vol. 20(5), pages 397-420, May.
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    Cited by:

    1. Ilona Skačkauskienė & Neringa Vilkaitė-Vaitonė & Sergej Vojtovic, 2015. "Model for measuring customer loyalty towards a service provider," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 16(6), pages 1185-1200, December.
    2. Paul Mukucha & Divaries Cosmas Jaravaza & Forbes Makudza, 2022. "Modeling Customer Loyalty Intentions, Food Quality And Demographic Moderators In Subsistence Markets," Business Excellence and Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 12(3), pages 40-59, September.
    3. Pereira, Hélia Gonçalves & Salgueiro, Maria de Fátima & Rita, Paulo, 2016. "Online purchase determinants of loyalty: The mediating effect of satisfaction in tourism," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 279-291.
    4. Shin, Jae Ik & Chung, Ki Han & Oh, Jae Sin & Lee, Chang Won, 2013. "The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea," International Journal of Information Management, Elsevier, vol. 33(3), pages 453-463.
    5. Toufaily, Elissar & Ricard, Line & Perrien, Jean, 2013. "Customer loyalty to a commercial website: Descriptive meta-analysis of the empirical literature and proposal of an integrative model," Journal of Business Research, Elsevier, vol. 66(9), pages 1436-1447.
    6. Andrzej Dudek & Daria Elżbieta Jaremen & Izabela Michalska-Dudek & Marek Walesiak, 2019. "Loyalty Model Proposal of Travel Agency Customers," Sustainability, MDPI, vol. 11(13), pages 1-24, July.
    7. Arpita Khare & Saumya Dixit & Subhro Sarkar, 2020. "Factors affecting website continuance intention: a study of Indian travel websites," Information Technology & Tourism, Springer, vol. 22(2), pages 243-271, June.
    8. Llach, Josep & Marimon, Frederic & Alonso-Almeida, María del Mar & Bernardo, Merce, 2013. "Determinants of online booking loyalties for the purchasing of airline tickets," Tourism Management, Elsevier, vol. 35(C), pages 23-31.
    9. Yahua Bi & Insin Kim, 2020. "Older Travelers’ E-Loyalty: The Roles of Service Convenience and Social Presence in Travel Websites," Sustainability, MDPI, vol. 12(1), pages 1-15, January.
    10. Dr. Bhawana Bhardwaj & Dr. Dipanker Sharma, 2017. "E-Loyalty among Rural Customers: Examining the Role of Trust, Convenience and Frequency of Use," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 8(2), pages 58-62, May.

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