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

Nur Fazidah Elias, Hazura Mohamed, Rira Rahayu Arridha

Research output: Contribution to journalArticle

11 Citations (Scopus)

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.

Original languageEnglish
Pages (from-to)274-288
Number of pages15
JournalInternational Journal of Business Information Systems
Volume20
Issue number3
DOIs
Publication statusPublished - 2015

Fingerprint

Customer satisfaction
Industry
Internet
Factors
Airlines
Personalization
Online services
Service quality

Keywords

  • Customer satisfaction
  • Online airline service
  • Scale
  • Service quality

ASJC Scopus subject areas

  • Management Information Systems
  • Management of Technology and Innovation
  • Information Systems and Management

Cite this

A study on the factors affecting customer satisfaction in online airline services. / Elias, Nur Fazidah; Mohamed, Hazura; Arridha, Rira Rahayu.

In: International Journal of Business Information Systems, Vol. 20, No. 3, 2015, p. 274-288.

Research output: Contribution to journalArticle

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