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All Journal Dinasti International Journal of Digital Business Management
Wanda Gema P.A. Hidayat
Faculty of Business, Universitas Multimedia Nusantara, Tangerang, Indonesia
Decision Sciences, Operations Research & Management

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The Antecedents of Online Travel Satisfaction and Loyalty (Literature Review) Rajesh Prettypal Singh; Wanda Gema P.A. Hidayat
Dinasti International Journal of Digital Business Management Vol. 7 No. 3 (2026): Dinasti International Journal of Digital Business Management (April-May 2026)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v7i3.6646

Abstract

The objective of this research is to examine the existing literature on theories that affect customer e-satisfaction and e-loyalty in travel products. It seeks to explore the literature on the theoretical basis of factors influencing customers’ e-satisfaction and e-loyalty, both in general and specifically in the travel industry. Additionally, it proposes potential areas for further research on online travel satisfaction and loyalty. The study develops a conceptual framework by studying the theoretical background and literature research to identify the factors influencing e-satisfaction and customer e-loyalty. These factors include ease of use, information quality, privacy & security, and trust.The study reveals factors that influence e-customer satisfaction and e-customer loyalty in the travel and tourism industry. These factors include ease of use, information quality, privacy & security, and trust.The study proposes a conceptual framework that identifies the characteristics influencing e-customer satisfaction and e-customer loyalty. By actualizing real data, researchers can empirically test relationships among the factors in this framework.
Co-Authors Rajesh Prettypal Singh