A study on the factors affecting customer satisfaction in online airline services

Nur Fazidah Elias, Hazura Mohamed and Rira Rahayu Arridha

International Journal of Business Information Systems, 2015, vol. 20, issue 3, 274-288

Abstract: With the growing importance of the internet in business, the quality of online services is playing an increasingly important role in determining customer satisfaction. One of the problems of many airline industries is how to measure customer satisfaction regarding their experience of using online services. This study seeks to determine factors affecting customer satisfaction with online airline services. The study adapts SERVQUAL and Nusair and Kandampully's model to determine factors that affect online airline service customers. Five service quality factors were selected: tangibility, information quality, responsiveness, trust and personalisation. Data collected through a web-based survey of 213 online airline service users suggest that three service quality factors - tangibility, trust and personalisation - have significant influences on customer satisfaction. This study provides a contribution to both theory and practice.

Keywords: customer satisfaction; online airline services; scale; service quality; e-services; electronic services; online services; airline industry; tangibility; information quality; responsiveness; trust; personalisation; airlines. (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (2)

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