584
Views
24
CrossRef citations to date
0
Altmetric
Articles

Key drivers of services website loyalty

, &
Pages 455-475 | Received 28 Jun 2011, Accepted 11 Jul 2012, Published online: 19 Feb 2014

References

  • Abdul-Muhmin, A. (2005). Instrumental and interpersonal determinants of relationship satisfaction and commitment in industrial markets. Journal of Business Research, 32(1), 619–628. doi: 10.1016/j.jbusres.2003.08.004
  • Allen, A., & Meyer, J. (1990). The measurement and antecedents of affective, continuance and normative commitment to organization. Journal of Occupational Psychology, 63(1), 1–8.
  • Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modelling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. doi: 10.1037/0033-2909.103.3.411
  • Anderson, J. C., & Narus, J. A. (1990). A model of distributor firm and manufacturer firm working. Journal of Marketing, 54(1), 42–58. doi: 10.2307/1252172
  • Anderson, R., & Srinivasan, S. (2003). E-Satisfaction and E-Loyalty: A contingency framework. Psychology & Marketing, 20(2), 123–138. doi: 10.1002/mar.10063
  • Asociación Mexicana de Internet. (2010). Hábitos de los usuarios de Internet en México 2010. Retrieved from http://www.amipci.org.mx
  • Asociación Mexicana de Internet. (2011). Estudio sobre Comercio Electrónico 2011. Retrieved from http://www.amipci.org.mx
  • Asociación Mexicana de Internet. (2012). Hábitos de los usuarios de Internet en México 2012. Retrieved from http://www.amipci.org.mx
  • Ba, S., & Johansson, W. C. (2008). An exploratory study of the impact of e-service process on online customer satisfaction. Production and Operations Management, 17(1), 107–119. doi: 10.3401/poms.1070.0006
  • Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74–94. doi: 10.1007/BF02723327
  • Bai, B., Law, R., & Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intention: Evidence from Chinese online visitors. International Journal of Hospitality Management, 27, 391–402.
  • Barsky, J., & Nash, L. (2002). Evoking emotion: Affective keys to hotel loyalty. The Cornell Hotel and Restaurant Administration Quarterly, 43(1), 39–46. doi: 10.1016/S0010-8804(02)80007-6
  • Bansal, H., Irving, G., & Taylor, S. (2004). A three-component model of customer commitment to service providers. Journal of the Academy of Marketing Science, 32(3), 234–250.
  • Bauernfeind, U., & Zins, A. (2006). The perception of exploratory browsing and trust with recommender websites. Information Technology & Tourism, 8(2), 121–136. doi: 10.3727/109830506778001456
  • Bentler, P. M. (1995). EQS structural equations program manual. Encino, CA: Multivariate Software.
  • Bloemer, J. M., Odekerken-Schröder, G., & Kestens, L. (2003). The impact of need for social affiliation and consumer relationship proneness on behavioural intentions: An empirical study in a hairdresser's context. Journal of Retailing & Consumer Services, 10(4), 231–240. doi: 10.1016/S0969-6989(02)00018-8
  • Bove, L. L., & Johnson, L. W. (2006). Customer loyalty to one service worker: Should it be discouraged? International Journal of Research Marketing, 23(1), 79–91. doi: 10.1016/j.ijresmar.2006.01.007
  • Brown, B., & Chalmers, M. (2003). Tourism and mobile technology. In K. Kuutti & E. H. Karsten (Eds.), Proeceedings of the eighth European conference on computer supported cooperative work (pp. 335–354). Helsinki: Kluwer Academic Press.
  • Brown, T. (2006). Confirmatory factor analysis for applied research. New York, NY: The Guilford Press.
  • Buhalis, D., & Law, R. (2008). Progress in information technology and tourism management: 20 years on and 10 years after the Internet – the state of eTourism research. Tourism Management, 29(4), 609–623. doi: 10.1016/j.tourman.2008.01.005
  • Byrne, B. (2006). Structural equation modelling with EQS: Basic concepts, applications and programming. Mahwah, NJ: Lawrence Erlbaum Associates.
  • Cater, B., & Zabkar, V. (2009). Antecedents and consequences of commitment in marketing research services: The client´s perspective. Industrial Marketing Management, 38(7), 785–797. doi: 10.1016/j.indmarman.2007.10.004
  • Casaló, L. V., Flavián, C., & Guinalíu, M. (2007). The role of security, privacy, usability and reputation in the development of the online banking. Online Information Review, 31(3), 583–603. doi: 10.1108/14684520710832315
  • Castañeda, J. A., & Luque, T. (2008). Estudio de la lealtad del cliente a sitios web de contenido gratuito. Revista Europea de Dirección y Economía de la Empresa, 17(4), 115–138.
  • Chen, C. (2006). Identifying significant factors influencing consumer trust in an online travel site. Information Technology & Tourism, 8(3/4), 197–214. doi: 10.3727/109830506778690849
  • Chiou, J. S. (2004). The antecedents of consumers’ loyalty toward Internet service providers. Information & Management, 41(6), 685–695. doi: 10.1016/j.im.2003.08.006
  • Chou, C., Bentler, P. M., & Satorra, A. (1991). Scaled test statistics and robust standard errors for non-normal data in covariance structure analysis. British Journal of Mathematical and Statistical Psychology, 44(2), 347–357. doi: 10.1111/j.2044-8317.1991.tb00966.x
  • Chumpitaz, R. C., & Paparoidamis, N. G. (2005). Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty. European Journal of Marketing, 4(7/8), 836–869.
  • Cichy, R. F., Cha, J. M., & Kim S. H. (2009). The relationship between organizational commitment and contextual performance among private club leaders. International Journal of Hospitality Management, 28(1), 53–62.
  • Citrin, A., Stern, D., Spangerberg, E., & Clark, M. (2003). Consumer need for tactile input: An Internet retailing challenge. Journal of Business Research, 56(11), 915–922. doi: 10.1016/S0148-2963(01)00278-8
  • Corbitt, B. J., Thanasankit, T., & Yi, H. (2003). Trust and e-commerce: A study of consumer perceptions. Electronic Commerce Research and Applications, 2(3), 203–215.
  • Cristóbal, E., Flavián, C., & Guinaliu, M. (2007). Measurement validation and effects on consumer satisfaction and web site loyalty. Managing Service Quality, 17(3), 317–340. doi: 10.1108/09604520710744326
  • Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297–334. doi: 10.1007/BF02310555
  • Cyr, D. (2008). Modeling web site design across cultures: Relationships to trust, satisfaction, and e-loyalty. Journal of Management Information Systems, 24(4), 47–72.
  • De Ruyter, K., Moorman, L., & Lemmink, J. (2001). Antecedents of commitment and trust in customer-supplier relationships in high technology markets. Industrial Marketing Management, 30(3), 271–286. doi: 10.1016/S0019-8501(99)00091-7
  • Dholakia, R., & Uusitalo, O. (2002). Switching to electronic stores: Consumer characteristics and the perception of shopping benefits. International Journal of Retail and Distribution Management, 30(10), 459–469. doi: 10.1108/09590550210445335
  • Díaz, A. M., Vázquez, R., & Del Río, A. (2000). Nuevos planteamiento de marketing:la gestión de las relaciones (Research report No. 226/00). Retrieved from University of Oviedo.
  • Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61(2), 35–51.
  • Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 5(2), 11–27. doi: 10.2307/1251126
  • Evanschitzky, H. I., Gopalkrishnan, H. P., Joerg, N., & Heribert, M. (2006). The relative strength of affective commitment in securing loyalty in service relationships. Journal of Business Research, 59(12), 1207–1213. doi: 10.1016/j.jbusres.2006.08.005
  • Factum. (2009). Evaluación de hábitos de viaje 2009. Ciudad de México. Retrieved from http://www.factum-marketing.com/publicaciones.php
  • Fam, K. S., & Foscht, T. (2004). Trust and the online relationship-an exploratory study from New Zealand. Tourism Management, 25(2), 195–207.
  • Flavián, C., & Guinaliu, M. (2006). La confianza y el compromiso en las relaciones a través de Internet. Dos pilares básicos del marketing estratégico en la Red. Cuadernos de Economía y Dirección de Empresas, 29, 133–160.
  • Flavian, C., Guinaliu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information and Management, 43, 1–14. doi: 10.1016/j.im.2005.01.002
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equations models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. doi: 10.2307/3151312
  • Fullerton, G. (2005). The service quality–loyalty relationship in retail services: Does commitment matter? Journal of Retailing and Consumer Services, 12(2), 99–111. doi: 10.1016/j.jretconser.2004.04.001
  • Garbarino, E., & Johnson, M. (1999). The different roles of satisfaction, trust and commitment in customer relationships. Journal of Marketing, 63(2), 70–87. doi: 10.2307/1251946
  • Geyskens, I., Steenkamp, J. E., Scheer, L. K., & Kumar, N. (1996). The effects of trust and interdependence on relationship commitment: A trans-atlantic study. International Journal of Research in Marketing, 13(4), 303–317. doi: 10.1016/S0167-8116(96)00006-7
  • Gounaris, S. P. (2005). Trust and commitment influences on customer retention: Insights from business-to-business services. Journal of Business Research, 58(2), 126–140. doi: 10.1016/S0148-2963(03)00122-X
  • Gronroos, C. (1990). Service management and marketing: Managing moments of truth in service competition. Boston, MA: Lexington Books.
  • Gundlach, G. T., Achrol, R. S., & Mentzer, J. T. (1995). The structure of commitment in exchange. Journal of Marketing, 59(1), 78–92. doi: 10.2307/1252016
  • Hair, J., Anderson, R., Tatham, R., & Black, W. (1999). Análisis Multivariante. Madrid: Pearson Educación.
  • Harris, L. C., & Goode, M. H. (2004). The four levels of loyalty and the pivotal role of trust: A study of online service dynamics. Journal of Retailing, 80(2), 139–158. doi: 10.1016/j.jretai.2004.04.002
  • Hatcher, L. (1994). A step by step approach to using the SAS system for factor analysis and structural equation modeling. Cary, NC: SAS Institute.
  • Hazra, S. G., & Srivastava, K. B. L. (2009). Impact of service quality on customer loyalty, commitment and trust in the Indian banking sector. Journal of Marketing Management, 8(3), 74–95.
  • Hellier, P. K., Gus, M. G., Rodney, A. C., & John, A. R. (2001). Customer repurchase intention: A general structural equation model. European Journal Marketing, 37(11/12), 1762–1800. doi: 10.1108/03090560310495456
  • Hewett, K., & Bearden, W. O. (2001). Dependence, trust, and relational behavior on the part of foreign subsidiary marketing operations: Implications for managing global marketing operations. Journal of Marketing, 65(4), 51–67. doi: 10.1509/jmkg.65.4.51.18380
  • Hofstede, D. (1999). Culturas y organizaciones. El software mental. La cooperación internacional y su importancia para la supervivencia. Madrid: Alianza Editorial.
  • Hsu, S. H. (2008). Developing an index for online customer satisfaction: Adaptation of American Customer Satisfaction Index. Expert Systems with Application, 34(4), 3033–3042. doi: 10.1016/j.eswa.2007.06.036
  • Hu, L., & Bentler, P. M. (1999). Cut-off criteria for fit indexes in covariance structure analysis. Conventional criteria versus new alternatives. Structural Equation Modelling, 6(1), 1–55. doi: 10.1080/10705519909540118
  • Hu, L., Bentler, P. M., & Kano, Y. (1992). Can test statistics in covariance structure analysis be trusted? Psychologycal Bulletin, 112(2), 351–362. doi: 10.1037/0033-2909.112.2.351
  • Huh, H. J., Kim, T., & Law, R. (2009). A comparison of competing theoretical models for understanding acceptance behaviour of information systems in upscale hotels. International Journal of Hospitality Management, 28(1), 121–134. doi: 10.1016/j.ijhm.2008.06.004
  • Im, I., Kim, Y., & Han, H. J. (2008). The effects of perceived risk and technology type on users' acceptance of technologies. Information & Management, 45(1), 1–9. doi: 10.1016/j.im.2007.03.005
  • INEGI. (2009). Instituto Nacional de Estadística y Geografía. Retrieved from http://www.inegi.org.mx
  • Jarvenpaa, S., Tractinsky, N., & Vitale, M. (2000). Consumer trust in an Internet store. Information Technology and Management, 1(1/2), 45–71. doi: 10.1023/A:1019104520776
  • Janda, S., Trocchia, P. J., & Gwinner, K. P. (2002). Consumer perceptions of internet retail service quality. International Journal of Service Industry Management, 13(5), 412–431.
  • Jones, K., & Leonard, L. N. K. (2008). Trust in consumer-to-consumer electronic commerce. Information & Management, 45(2), 88–95.
  • Johnson, J. T., Hiram, C. B., & James, S. B. (2001). The strategic role of the salesperson in reducing customer defection in business relationships. Journal of Personal Selling and Sales Management, 21(2), 123–134.
  • Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346–351. doi: 10.1108/09596110010342559
  • Kim, D. Y., Lehto, X. Y., & Morrison, A. M. (2007). Gender differences in online travel information search: Implications for marketing communications on the internet. Tourism Management, 28(2), 423–433.
  • Kim, H., Kim, T., & Shim, S. W. (2009). Modelling roles of subjective norms and eTrust in customers’ acceptance of airline B2C ecommerce websites. Tourism Management, 30(2), 266–277. doi: 10.1016/j.tourman.2008.07.001
  • Kim, M., Chung, N., & Lee, Ch. (2011). The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea. Tourism Management, 32(2), 256–265. doi: 10.1016/j.tourman.2010.01.011
  • Kim, W. G., Lee, C., & Hiemstra, S. J. (2004). Effects of an online virtual community on customer loyalty and travel product purchases. Tourism Management, 25(3), 343–355.
  • Koufaris, M., & Hampton-Sosa, W. (2002). Customer trust online. Examining the role of the experience with the web site. CIS Working Papers Series. Retrieved from http://cisnet.baruch.cuny.edu/papers/cis200205.htm
  • Lanford, P. (2006). E-Commerce: A trust perspective. International Conference on Internet Computing, Las Vegas, Nevada, USA. pp. 64–70.
  • Lee, K. N., Kim, W. G., & Lee, Y. K. (2006). Testing the determinants of competurized reservation system users' intention to use via a structural equation model. Journal of Hospitality and Tourism Research, 30(2), 246–266. doi: 10.1177/1096348005285087
  • Lin, H. H., & Wang, Y. S. (2006). An examination of the determinants of consumer loyalty in mobile commerce context. Information & Management, 43(3), 271–282. doi: 10.1016/j.im.2005.08.001
  • Lubbe, B. (2007). The effect of Internet apprehension and website satisfaction on air travellers’ adoption of an airline's website. Journal of Air Transport Management, 13(2), 75–80. doi: 10.1016/j.jairtraman.2006.10.007
  • Markus, H., & Oyserman, D. (1989). Gender and thought: The role of the self-concept. In M. Cradfort & M. Gentry (Eds.), Gender and thought: Psychological perspectives (pp. 100–127). New York, NY: Springer-Verlag.
  • Maswera, T., Edwards, J., & Dawson, R. (2009). Recommendations for e-commerce systems in the tourism industry of Sub-Saharan Africa. Telematics and Informatics, 26(12), 12–19.
  • McKnight, D. H., & Chervany, N. L. (2001). Conceptualizing trust: A typology and e-commerce customer relationships model. Proceedings of the 34th Hawaii international conference on system sciences, IEEE, Kaukai, Hawaii.
  • Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. doi: 10.2307/1252308
  • Morosan, C., & Jeong, M. (2008). Users perceptions of two types of Hotel reservation web sites. International Journal of Hospitality Management, 27(2), 284–292. doi: 10.1016/j.ijhm.2007.07.023
  • Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed.). New York, NY: McGraw-Hill.
  • Nusair, K., & Kandampully, J. (2008). The antecedents of customer satisfaction with online travel service: A conceptual model. European Business Review, 20(1), 4–19.
  • Nusair, K., Parsa, H. G., & Cobanoglu, C. (2011). Building a model of commitment for Generation Y: An empirical study on e-travel retailers. Tourism Management, 32(4), 833–843.
  • Oliver, R. L. (1980). A cognitive model for the antecedents and consequences of satisfaction. Journal of Marketing Research, 17(4), 460–469.
  • Peppers, D., & Rogers, M. (2004). Managing customer relationships. Hoboken, NJ: John Wiley.
  • Pritchard, M. P., Havitz, M. E., & Howard, D. R. (1999). Analyzing the commitment-loyalty link in service contexts. Journal of the Academy of Marketing Science, 27(3), 333–348. doi: 10.1177/0092070399273004
  • Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21–31. doi: 10.1016/j.jbusres.2005.11.006
  • Reichheld, F. F., Markey, R. G., & Hopton, C. (2000). E-Customer loyalty-applying the traditional rules of business for online success. European Business Journal, 12(4), 173–179.
  • Roberts, K., Varki, S., & Brodie, R. (2003). Measuring the quality of relationships in consumer services: An empirical study. European Journal of Marketing, 37(1/2), 169–196. doi: 10.1108/03090560310454037
  • Roca, J. C., Chiu, C.-M., & Martinez, F. J. (2006). Understanding e-learning continuance intention: An extension of the Technology Acceptance Model. International Journal Human-Computer Studies, 64(8), 683–696. doi: 10.1016/j.ijhcs.2006.01.003
  • Rodgers, W., Negash, S., & Suk, K. (2005). The moderating effect of on-line experience on the antecedents and consequences of on-line satisfaction. Psychology & Marketing, 22(4), 313–331. doi: 10.1002/mar.20061
  • Rohm, A., & Swaminthan, V. (2004). A typology of online shoppers based on shopping motivations. Journal of Business Research, 57(12), 748–757. doi: 10.1016/S0148-2963(02)00351-X
  • Rong, J., Li, G., & Law, R. (2009). A contrast analysis of online hotel web service purchasers and browsers. International Journal of Hospitality Management, 28(3), 466–478. doi: 10.1016/j.ijhm.2009.02.002
  • Rossell-Bennett, R., McColl-Kennedy, J. A., & Coote, L. V. (2007). Involvement, satisfaction, and brand loyalty in a small business services setting. Journal of Business Research, 60(12), 1253–1260. doi: 10.1016/j.jbusres.2007.05.001
  • Roy, M., Dewit, O., & Aubert, B. (2001). The impact of interface usability on trust in web retailers. Internet Research: Electronic Networking Applications and Policy, 11(5), 388–398.
  • Sanchez-Franco, M. J., Villarejo, A. F., & Martin, F. A. (2009). The moderating effect of gender on relationship quality and loyalty toward Internet service providers. Information and Management, 46(3), 196–202. doi: 10.1016/j.im.2009.02.001
  • Satorra, A., & Bentler, P. M. (1988). Scaling corrections for chi square statistics in covariance structure analysis. Proceedings of the business and economic sections, American Statistical Association, Alexandria, pp. 308–313.
  • Shankar, V., Smith, A., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 153–175. doi: 10.1016/S0167-8116(03)00016-8
  • Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of Marketing Science, 28(1), 150–167. doi: 10.1177/0092070300281014
  • Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value and loyalty in relational exchanges. Journal of Marketing, 66(1), 5–37.
  • Steenkamp, J., & Baumgartner, H. (2000). On the use of structural equation models for marketing modelling. International Journal of Research in Marketing, 17(2/3), 195–202. doi: 10.1016/S0167-8116(00)00016-1
  • Steenkamp, J., Hoftsede, G., & Wedel, M. (1999). A cross-national investigation into the individual and national antecedents of consumer innovativeness. Journal of Marketing, 63(2), 55–69. doi: 10.2307/1251945
  • Toh, R. S., DeKay, C. F., & Raven, P. (2011). Travel planning: Searching for and booking hotels on the internet. Cornell Hospitality Quarterly, 52(4), 388–398. doi: 10.1177/1938965511418779
  • Trocchia, P., & Janda, S. (2003). How do consumers evaluate Internet retail service quality? Journal of Services Marketing, 17(3), 243–253. doi: 10.1108/08876040310474800
  • Turban, J., Lee, J., King, D., & Chung, H. M. (2000). Electronic commerce: A managerial perspective. Englewood Cliffs, NJ: Prentice-Hall.
  • Wen, I. (2010). Online travelers’ decision makings: A new equation model to evaluate impacts of website, search intention, and trust. Information Technology & Tourism, 12(2), 153–173. doi: 10.3727/109830510X12887971002747
  • World Tourism Organization (UNWTO). (2011). UNWTO Tourism Highlights 2011 Edition. Retrieved from http://unwto.org
  • Wu, I. L., & Chen, J.-L. (2005). An extension of trust and TAM model with TPB in the initial adoption of on-line tax: An empirical study. International Journal Human-Computer Studies, 62(6), 784–808. doi: 10.1016/j.ijhcs.2005.03.003
  • Xperience Consulting. (2007). Estudio sectorial de viajes en Internet. Retrieved from http://www.xperienceconsulting.com
  • Yen, T., Liu, H., & Tuon, C.-L. (2009). Managing relationship efforts to influence loyalty: An empirical study on the sun link sea forest and recreational park, Taiwan. International Journal of Organizational Innovation, 2(2), 179–194.
  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioural consequences of service quality. Journal of Marketing, 60(2), 31–46.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.