Resumo

SANZ BLAS, Silvia; RUIZ MAFE, Carla  e  PEREZ PEREZ, Isabel. Key drivers of loyalty towards online tourist services supplier. Contad. Adm [online]. 2013, vol.58, n.2, pp.279-302. ISSN 0186-1042.

The aim of this study is to analyze the factors determining loyalty towards online tourist services supplier with a model which integrates the influence of trust in tourism websites with the conceptual framework of the Theory of Planned Behaviour (TPB). The hypotheses were tested on a sample of 305 airline travel tickets online purchasers, with the use of structural equation models. The results of the empirical study suggest that the three variables of TPB (perceived control, subjective norm and attitude) positively influence loyalty towards Internet use to purchase airline tickets. The role of trust is especially relevant as it also boosts the effect of TPB variables. Finally, a set of managerial implications are considered.

Palavras-chave : online shopping; airline websites; theory of planned behaviour (TPB); trust; loyalty.

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