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http://dx.doi.org/10.9708/jksci.2013.18.10.207

The Relationships of Website Quality, e-Satisfaction, e-Trust, and e-Loyalty in Low-Cost Carriers  

In, Ok Nam (Dept. of Airline service, Kwangju Women's University)
Kim, Seung Lee (Dept. of Airline Service, Honam University)
Publication Information
Journal of the Korea Society of Computer and Information / v.18, no.10, 2013 , pp. 207-216 More about this Journal
Abstract
The A low-cost carriers(LCC)' website represents their public face to the world. Futhermore, distribution through their own websites is generally regarded as the being most cost effective for airlines The Internet website has become an effective marketing vehicle for low-cost carriers(LCC). The objective of this study was to examine theoretical relationship of website quality, e-satisfaction, e-trust, and e-loyalty to the low-cost carriers' website. The study sample included respondents who had visited any LCC websites in the last 12 months. Data were collected by conducting a web-based survey to maintain respondents' anonymity and overcome time and place constraints. From the 334 usable data obtained, hypotheses are tested using structural equation modeling. The results indicate that website quality, e-satisfaction, and e-trust are antecedents of e-loyalty in loyalty relationships between passengers and low-cost carriers' websites. Website quality positively influences e-satisfaction, e-trust while e-satisfaction. However, contrary to our expectation, e-satisfaction has a negative effect on e-trust. Managerial implications are provided following presentation of the findings.
Keywords
Website; Quality; e-Satisfaction; e-Trust; e-Loyalty; Low-Cost; Carriers;
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Times Cited By KSCI : 1  (Citation Analysis)
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