Answers are grounded in this paper and cite their sources.
This research demonstrates how e-service quality affects customer loyalty and citizenship behavior, suggesting perceived value is a key factor.
This study proposes and validates a comprehensive model of the determinants of online travel company success by establishing the relationships between a properly conceptualized higher-order e-service quality construct, perceived value, and satisfaction on customer loyalty and customers’ citizenship behavior. The model was tested using structural equation modeling and data collected on 257 US travelers. Results reveal that e-service quality positively influences customers’ loyalty and citizenship behavior both directly and indirectly (through perceived value and satisfaction). Perceived value also exerts a direct positive influence on satisfaction. The results provide theoretical and practical implications by helping to demystify the relationships between the tested variables, as well as by increasing our understanding of the determinants of success in online travel websites.
No takes yet. Share an insight, caveat, or question.
O’Connor et al. (2026) studied this question.
Synapse has enriched 10 related papers. Consider them for comparative context: