Title: Determinants of e-loyalty-related behavioural intentions of online travel companies in India: an SEM study with Indian consumers

Authors: Rajat Gera; S.R. Singhvi

Addresses: Institute of Management Technology, Raj Nagar, Ghaziabad 201001, Uttar Pradesh, India ' International Management Institute, B-10, Qutab Institutonal Area, Tara Crescent Road, New Delhi 110 016, India

Abstract: The issue of perceptions of buyers and browsers on quality of online travel websites and its relationship with behavioural intentions have rarely been investigated by tourism and hospitality researchers. This paper aims to examine the consumer consequences of these users’ perceived service quality of online travel companies and its relationship with their level of satisfaction, value perceptions and behavioural intention. Empirical findings indicated that online travel companies users viewed two dimensions of e-service quality factors as important, i.e. customer service quality and website quality, and they were generally satisfied with travel websites. These two e-service quality dimensions had significant direct and indirect effect on loyalty-related behavioural intentions. This paper should be of interest to tourism and hospitality practitioners as well as academic researchers to better understand e-consumers’ behaviour.

Keywords: online travel companies; World Wide Web; internet; customer satisfaction; e-service quality; value perceptions; behavioural intentions; electronic services; online travel websites; tourism; hospitality industry; customer service quality; website quality.

DOI: 10.1504/IJLTM.2011.043790

International Journal of Leisure and Tourism Marketing, 2011 Vol.2 No.4, pp.353 - 377

Published online: 22 Nov 2011 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article