The Roles of Website Characteristics and Social Network Communities in Developing Customer E-loyalty in the Online Travel Industry

Abstract

Internet and social network communities have become the essential channel for people looking for tourism information and online purchases or reservations. The academic community strive to better understand which factors influence online satisfaction and loyalty in the online travel industry. Many antecedents to e-satisfaction have been identified in the literature, namely functional and relational website characteristics.While many studies have assessed the influence of functional characteristics on esatisfaction such as usability and security, few research focused on the influence of social and human dimensions of the interface, called relational characteristics, especially in the online travel context. In fact, the relational features have been studied as a part of the optimization of the website interface and not from the logic of loyalty and brand-customer relationships. Moreover, there is a call in the literature for more research on the impact of individual engagement on social networks sites on loyalty generation. Thus, the objective of this study is to investigate how online attributes under the control of the cyber-merchant (website functional and relational attributes) and social networking sites where the firm has far less control, foster e-saisfaction and e-loyalty in the online travel industry. A self-administered survey was used and data were collected from university students who had shopped from an online travel company in the past year. By using SEM modelling, results show that usability, quality of support, and security/privacy positively impact e-satisfaction while e-satisfaction influences both cognitive and affective loyalty. Further analyses showed that personalization and online social network communities significantly influence both cognitive and affective loyalty while perceived social presence has a negative impact on cognitive loyalty. By understanding website drivers of online satisfaction and loyalty, this study contribute to help online travel companies develop strategies positioned to build long-term relationships, and thereby gain a competitive advantage.

The Effect of E-Service Quality on E-Loyalty Through E-Satisfaction and E-Trust Which then Resulted in eWOM (Case Study: Mixue Products in Jabodetabek Area Using Go-Food Application)

“…E-Trust is the confidence and reliance that customers have in electronic transactions and interactions, which is essential for fostering customer comfort and enabling widespread adoption of e-commerce (McKnight et al, 2002). E-Satisfaction is the contentment and overall feeling of comfort that customers experience in their electronic shopping experiences (Usman et al, 2021;Sleilati & Sfeir, 2021;Wiwiek, 2020;Toufaily et al, 2016). E-Loyalty is the customer's commitment and allegiance to an electronic commerce firm, which is influenced by e-service quality, e-trust, and e-satisfaction (Amin, 2016;Yaya et al, 2011;Azam, 2015).…”