Examining the impact of website quality, customer emotion and satisfaction on e-customers' loyalty on travel booking websites

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Abbaspour Bagher; Najafizadeh Nadereh Sadat; Mirzaee Ali Akbar

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Journal Paper

Paper Information

Journal: JOURNAL OF MARKETING MANAGEMENT Year:2018 | Volume:13 | Issue:38 Page(s): 15-31

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Information Journal Paper

Title

Examining the impact of website quality, customer emotion and satisfaction on e-customers' loyalty on travel booking websites

Author(s)

Abbaspour Bagher | Najafizadeh Nadereh Sadat | Mirzaee Ali Akbar | Issue Writer Certificate

Keywords

Website qualityQ1

Customer emotionQ1

Electronic customer satisfactionQ1

Customer electronic loyaltyQ2

TravelQ1

Abstract

The present study is aimed to evaluate the impact of Website quality, Customer emotion and E-satisfaction on E-loyalty. This study is an applied study based on purpose and it is a survey-descriptive in terms of data collection. The study population was Students of Bushehr Province universities with previous experience using online Travel website. By convenience sampling, 367 customers were selected. The relationship between those constructs were tested using structural equations modeling by the partial least squares SMARTPLS software. The results showed that the quality of website, Customer emotion and customer satisfaction Impact on E-loyalty and there was positive and significant relationship between variables. The results of this study contribute to academic and managerial fields. Academically, the findings add to existing knowledge. The findings help managers of Travel companies to improve their Travel website usability, by providing useful information, making trust, generating emotion and attractiveness.

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APA: Copy

Abbaspour, Bagher, Najafizadeh, Nadereh Sadat, & Mirzaee, Ali Akbar. (2018). Examining the impact of website quality, customer emotion and satisfaction on e-customers' loyalty on travel booking websites. JOURNAL OF MARKETING MANAGEMENT, 13(38 ), 15-31. SID. https://sid.ir/paper/218935/en

Vancouver: Copy

Abbaspour Bagher, Najafizadeh Nadereh Sadat, Mirzaee Ali Akbar. Examining the impact of website quality, customer emotion and satisfaction on e-customers' loyalty on travel booking websites. JOURNAL OF MARKETING MANAGEMENT[Internet]. 2018;13(38 ):15-31. Available from: https://sid.ir/paper/218935/en

IEEE: Copy

Bagher Abbaspour, Nadereh Sadat Najafizadeh, and Ali Akbar Mirzaee, “Examining the impact of website quality, customer emotion and satisfaction on e-customers' loyalty on travel booking websites,” JOURNAL OF MARKETING MANAGEMENT, vol. 13, no. 38 , pp. 15–31, 2018, [Online]. Available: https://sid.ir/paper/218935/en

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