Older Travelers’ E-Loyalty: The Roles of Service Convenience and Social Presence in Travel Websites

The research aims to examine what service convenience factors drive customer satisfaction in travel websites from the perspective of older travelers, and if older travelers’ satisfaction enhances e-loyalty. Additionally, drawing on socioemotional selectivity theory, this study argues that the social...

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Bibliographic Details
Published in:Sustainability 2020-01, Vol.12 (1), p.410
Main Authors: Bi, Yahua, Kim, Insin
Format: Article
Language:English
Subjects:
Art galleries & museums
Consumers
Consumption
Customer services
Electronic commerce
Internet
Older people
Researchers
Selectivity
Sustainability
Tourism
Travel
Websites
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Summary:The research aims to examine what service convenience factors drive customer satisfaction in travel websites from the perspective of older travelers, and if older travelers’ satisfaction enhances e-loyalty. Additionally, drawing on socioemotional selectivity theory, this study argues that the social presence in travel websites plays a significant moderating role in increasing older travelers’ satisfaction. To empirically verify the conceptual model, an online survey was conducted targeting older travelers aged over 50 in the USA who have purchased products via travel websites. The data from 308 older travelers were analyzed, and the results revealed four dimensions of service convenience positively influence satisfaction. Unexpectedly, access convenience and transaction convenience do not influence older travelers’ satisfaction. The older travelers’ satisfaction with travel websites has a positive impact on e-loyalty. Additionally, social presence amplifies the effect of post-purchase convenience on satisfaction. The current research makes a significant contribution to understanding older travelers’ perceptions and behaviors for using e-commerce service in the field of tourism and provides practitioners with effective ways to attract older travelers for sustainable management of travel websites.
ISSN:2071-1050
2071-1050
DOI:10.3390/su12010410