Unpacking the influence of flight booking website to e-loyalty: empirical evidence from South East Asian Millennials

Detalhes bibliográficos
Autor(a) principal: Susilo,Donny
Data de Publicação: 2020
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582020000300037
Resumo: Abstract This study aims to understand how Southeast Asian Millennials become loyal to a flight booking website, using the results of an online survey and a E-loyalty model, and structural equation modeling. The findings show that good utilitarian features of website can significantly increase brand equity and positive online experience (flow) of website users while good hedonic features of website can significantly increase positive online experience and trust of website users. Brand equity, positive online experience and trust have a direct and significant effect on e-loyalty. When the brand equity of website, positive online experience and trust of website users are higher, the e-loyalty of millennial customers towards the website is higher. The effect of utilitarian features on trust and hedonic features on brand equity are found to be insignificant. Nevertheless, all the other hypotheses are accepted. This study has successfully expanded Bilgihan’s E-loyalty model application to a different product (flight booking websites) and geographical location (Southeast Asia), proving its generalizability.
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spelling Unpacking the influence of flight booking website to e-loyalty: empirical evidence from South East Asian MillennialsOnline booking websiteMillennialsflighte-loyalty.Abstract This study aims to understand how Southeast Asian Millennials become loyal to a flight booking website, using the results of an online survey and a E-loyalty model, and structural equation modeling. The findings show that good utilitarian features of website can significantly increase brand equity and positive online experience (flow) of website users while good hedonic features of website can significantly increase positive online experience and trust of website users. Brand equity, positive online experience and trust have a direct and significant effect on e-loyalty. When the brand equity of website, positive online experience and trust of website users are higher, the e-loyalty of millennial customers towards the website is higher. The effect of utilitarian features on trust and hedonic features on brand equity are found to be insignificant. Nevertheless, all the other hypotheses are accepted. This study has successfully expanded Bilgihan’s E-loyalty model application to a different product (flight booking websites) and geographical location (Southeast Asia), proving its generalizability.Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve2020-09-01info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articletext/htmlhttp://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582020000300037Tourism & Management Studies v.16 n.3 2020reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttp://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582020000300037Susilo,Donnyinfo:eu-repo/semantics/openAccess2024-02-06T17:29:16Zoai:scielo:S2182-84582020000300037Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T02:33:16.720422Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Unpacking the influence of flight booking website to e-loyalty: empirical evidence from South East Asian Millennials
title Unpacking the influence of flight booking website to e-loyalty: empirical evidence from South East Asian Millennials
spellingShingle Unpacking the influence of flight booking website to e-loyalty: empirical evidence from South East Asian Millennials
Susilo,Donny
Online booking website
Millennials
flight
e-loyalty.
title_short Unpacking the influence of flight booking website to e-loyalty: empirical evidence from South East Asian Millennials
title_full Unpacking the influence of flight booking website to e-loyalty: empirical evidence from South East Asian Millennials
title_fullStr Unpacking the influence of flight booking website to e-loyalty: empirical evidence from South East Asian Millennials
title_full_unstemmed Unpacking the influence of flight booking website to e-loyalty: empirical evidence from South East Asian Millennials
title_sort Unpacking the influence of flight booking website to e-loyalty: empirical evidence from South East Asian Millennials
author Susilo,Donny
author_facet Susilo,Donny
author_role author
dc.contributor.author.fl_str_mv Susilo,Donny
dc.subject.por.fl_str_mv Online booking website
Millennials
flight
e-loyalty.
topic Online booking website
Millennials
flight
e-loyalty.
description Abstract This study aims to understand how Southeast Asian Millennials become loyal to a flight booking website, using the results of an online survey and a E-loyalty model, and structural equation modeling. The findings show that good utilitarian features of website can significantly increase brand equity and positive online experience (flow) of website users while good hedonic features of website can significantly increase positive online experience and trust of website users. Brand equity, positive online experience and trust have a direct and significant effect on e-loyalty. When the brand equity of website, positive online experience and trust of website users are higher, the e-loyalty of millennial customers towards the website is higher. The effect of utilitarian features on trust and hedonic features on brand equity are found to be insignificant. Nevertheless, all the other hypotheses are accepted. This study has successfully expanded Bilgihan’s E-loyalty model application to a different product (flight booking websites) and geographical location (Southeast Asia), proving its generalizability.
publishDate 2020
dc.date.none.fl_str_mv 2020-09-01
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dc.publisher.none.fl_str_mv Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve
publisher.none.fl_str_mv Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve
dc.source.none.fl_str_mv Tourism & Management Studies v.16 n.3 2020
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
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repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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