The Antecedents of Online Travel Satisfaction and Loyalty (Literature Review)

Authors

  • Rajesh Prettypal Singh Faculty of Business, Universitas Multimedia Nusantara, Tangerang, Indonesia
  • Wanda Gema P.A. Hidayat Faculty of Business, Universitas Multimedia Nusantara, Tangerang, Indonesia

DOI:

https://doi.org/10.38035/dijdbm.v7i3.6646

Keywords:

Ease of Use, Information Quality, Privacy & Security, Trust, e-Satisfaction, e-Loyalty, Tourism.

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.

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Published

2026-04-06

Issue

Vol. 7 No. 3 (2026): Dinasti International Journal of Digital Business Management (April-May 2026)

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Copyright (c) 2026 Rajesh Prettypal Singh, Wanda Gema P.A. Hidayat

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