6533b82efe1ef96bd1293b0c
RESEARCH PRODUCT
Key drivers of services website loyalty
Isabel Pérez PerezSilvia Sanz-blasCarla Ruiz-mafesubject
business.industryStrategy and Managementmedia_common.quotation_subjectAdvertisingSample (statistics)Service providerStructural equation modelingCompetition (economics)Management of Technology and InnovationLoyaltyThe InternetBusinessMarketingAccommodationTourismmedia_commondescription
The ease of website comparison and strong price competition encourage users to constantly switch tourism service providers. The present work analyses how satisfaction, trust, and commitment can help to strengthen loyalty towards websites selling accommodation services. Moreover, special attention is paid here to evaluate the moderating effects of gender on the relationships between these variables. Structural equation models were used to test the hypotheses on a sample of 230 Mexican Internet users, online purchasers of tourist accommodation services. The results show significant differences between men and women's post-purchase behaviour with a higher influence in women of trust on commitment and of commitment on loyalty towards accommodation services websites. Managerial implications for accommodation websites are provided.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2014-02-19 | The Service Industries Journal |