Investigating Antecedents of Customer Loyalty for Web-Based Travel Intermediaries

Şükrü Fırat Çiftçi; Beykan Çizel

EN

Investigating Antecedents of Customer Loyalty for Web-Based Travel Intermediaries

Abstract

Information technology has conspicuously influenced and transformed travel and tourism industry. With the advent of different technological developments such as Computer Reservation Systems (CRS) in the 1960s, Global Distribution Systems (GDS) in the 1980s and the Internet in the early 1990s, the travel and tourism industry has faced with new opportunities and challenges. These technologies have also changed customer behavior. There are few studies investigated the relationship among trust, satisfaction and loyalty of customers together in the literature in terms of web-based travel intermediaries. The main aim of this study is to investigate factors such as trust and satisfaction creating customer loyalty in web-based travel intermediaries. It was explored the degree of importance of trust, besides satisfaction, when it is associated with loyalty. Multiple linear regression was used to examine the relationship among web-based travel intermediary loyalty, satisfaction and trust. The research was conducted between February and April 2018 in Istanbul. A total of 362 data were collected by questionnaires and analyzed. The results indicated that participants’ satisfaction and trust predicted web-based travel intermediary loyalty at 68.9% level. Accordingly, satisfaction and trust seem to have a significant and positive effect on web-based travel intermediary loyalty. The results provide evidence that trust is a strong influence on customer loyalty as well as satisfaction. Contributions, recommendations and limitations are also outlined at the conclusion part of this study.

Keywords

e-trust,e-satisfaction,e-loyalty,Web based travel intermediaries

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Details

Primary Language

English

Subjects

Tourism (Other)

Journal Section

Research Article

Authors

Şükrü Fırat Çiftçi This is me
0000-0001-7193-9654
Türkiye

Beykan Çizel
Türkiye

Publication Date

December 29, 2019

Submission Date

November 6, 2019

Acceptance Date

December 12, 2019

Published in Issue

Year 2019 Volume: 1 Number: 2

IZ

https://izlik.org/JA58RD26DT

APA

Çiftçi, Ş. F., & Çizel, B. (2019). Investigating Antecedents of Customer Loyalty for Web-Based Travel Intermediaries. Journal of Tourism Leisure and Hospitality, 1(2), 50-58. https://izlik.org/JA58RD26DT

AMA

1.Çiftçi ŞF, Çizel B. Investigating Antecedents of Customer Loyalty for Web-Based Travel Intermediaries. TOLEHO. 2019;1(2):50-58. https://izlik.org/JA58RD26DT

Chicago

Çiftçi, Şükrü Fırat, and Beykan Çizel. 2019. “Investigating Antecedents of Customer Loyalty for Web-Based Travel Intermediaries”. Journal of Tourism Leisure and Hospitality 1 (2): 50-58. https://izlik.org/JA58RD26DT.

EndNote

Çiftçi ŞF, Çizel B (December 1, 2019) Investigating Antecedents of Customer Loyalty for Web-Based Travel Intermediaries. Journal of Tourism Leisure and Hospitality 1 2 50–58.

IEEE

[1]Ş. F. Çiftçi and B. Çizel, “Investigating Antecedents of Customer Loyalty for Web-Based Travel Intermediaries”, TOLEHO, vol. 1, no. 2, pp. 50–58, Dec. 2019, [Online]. Available: https://izlik.org/JA58RD26DT

ISNAD

Çiftçi, Şükrü Fırat - Çizel, Beykan. “Investigating Antecedents of Customer Loyalty for Web-Based Travel Intermediaries”. Journal of Tourism Leisure and Hospitality 1/2 (December 1, 2019): 50-58. https://izlik.org/JA58RD26DT.

JAMA

1.Çiftçi ŞF, Çizel B. Investigating Antecedents of Customer Loyalty for Web-Based Travel Intermediaries. TOLEHO. 2019;1:50–58.

MLA

Çiftçi, Şükrü Fırat, and Beykan Çizel. “Investigating Antecedents of Customer Loyalty for Web-Based Travel Intermediaries”. Journal of Tourism Leisure and Hospitality, vol. 1, no. 2, Dec. 2019, pp. 50-58, https://izlik.org/JA58RD26DT.

Vancouver

1.Şükrü Fırat Çiftçi, Beykan Çizel. Investigating Antecedents of Customer Loyalty for Web-Based Travel Intermediaries. TOLEHO [Internet]. 2019 Dec. 1;1(2):50-8. Available from: https://izlik.org/JA58RD26DT

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Abstract

Investigating Antecedents of Customer Loyalty for Web-Based Travel Intermediaries

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