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

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.