Unpacking the influence of flight booking websites 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: https://tmstudies.net/index.php/ectms/article/view/1311
Resumo: 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 websites can significantly increase brand equity and positive online experience (flow) of website users while good hedonic features of websites 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 a 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 websites to e-loyalty: Empirical evidence from South East Asian MillennialsOnline booking websitesMillennialsFlightE-LoyaltyThis 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 websites can significantly increase brand equity and positive online experience (flow) of website users while good hedonic features of websites 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 a 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.University of Algarve2020-07-31info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://tmstudies.net/index.php/ectms/article/view/1311Revista Encontros Científicos - Tourism & Management Studies; v. 16 n. 3 (2020); 37-50Tourism & Management Studies; Vol. 16 N.º 3 (2020); 37-50Tourism & Management Studies; Vol. 16 No. 3 (2020); 37-50Revista Encontros Científicos - Tourism & Management Studies; Vol. 16 Núm. 3 (2020); 37-502182-8466reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttps://tmstudies.net/index.php/ectms/article/view/1311https://tmstudies.net/index.php/ectms/article/view/1311/pdf_249Copyright (c) 2020 Tourism & Management Studiesinfo:eu-repo/semantics/openAccessSusilo, Donny2024-01-17T15:29:47Zoai:ojs.pkp.sfu.ca:article/1311Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T00:56:32.584611Repositório 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 websites to e-loyalty: Empirical evidence from South East Asian Millennials
title Unpacking the influence of flight booking websites to e-loyalty: Empirical evidence from South East Asian Millennials
spellingShingle Unpacking the influence of flight booking websites to e-loyalty: Empirical evidence from South East Asian Millennials
Susilo, Donny
Online booking websites
Millennials
Flight
E-Loyalty
title_short Unpacking the influence of flight booking websites to e-loyalty: Empirical evidence from South East Asian Millennials
title_full Unpacking the influence of flight booking websites to e-loyalty: Empirical evidence from South East Asian Millennials
title_fullStr Unpacking the influence of flight booking websites to e-loyalty: Empirical evidence from South East Asian Millennials
title_full_unstemmed Unpacking the influence of flight booking websites to e-loyalty: Empirical evidence from South East Asian Millennials
title_sort Unpacking the influence of flight booking websites 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 websites
Millennials
Flight
E-Loyalty
topic Online booking websites
Millennials
Flight
E-Loyalty
description 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 websites can significantly increase brand equity and positive online experience (flow) of website users while good hedonic features of websites 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 a 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 2020-07-31
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://tmstudies.net/index.php/ectms/article/view/1311
url https://tmstudies.net/index.php/ectms/article/view/1311
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv https://tmstudies.net/index.php/ectms/article/view/1311
https://tmstudies.net/index.php/ectms/article/view/1311/pdf_249
dc.rights.driver.fl_str_mv Copyright (c) 2020 Tourism & Management Studies
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2020 Tourism & Management Studies
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv University of Algarve
publisher.none.fl_str_mv University of Algarve
dc.source.none.fl_str_mv Revista Encontros Científicos - Tourism & Management Studies; v. 16 n. 3 (2020); 37-50
Tourism & Management Studies; Vol. 16 N.º 3 (2020); 37-50
Tourism & Management Studies; Vol. 16 No. 3 (2020); 37-50
Revista Encontros Científicos - Tourism & Management Studies; Vol. 16 Núm. 3 (2020); 37-50
2182-8466
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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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