The determinants of airline online services satisfaction: A conceptual model

Rira Rahayu Arridha, Hazura Mohamed, Nur Fazidah Elias

Research output: Chapter in Book/Report/Conference proceedingConference contribution

3 Citations (Scopus)

Abstract

This study seeks to measure customer satisfaction towards airline website services. Online service refers to any information and services provided in the internet. As the importance of internet grows in the business field, the quality of online services plays an even more important role in determining customer satisfaction. This study aims to examine and thus gain better understanding of the determinants of online services that affect customer satisfaction in the airline industry from the consumers' perspective. Based on a detailed literature review, a frame of instruments has been developed. Five service quality dimensions have been selected to be tested in the airline online services sector in order to explore the relationship between service quality and customer satisfaction, namely tangible, information quality, responsiveness, trust and personalization. An instrument has been developed to operationalise these dimensions. A pilot study has been conducted to assess the relevancy and face validity of the instrument. The outcome of the pilot study has indicated that some items need to be changed and modified to ensure their relevance with the use of airline websites. This study also makes an important contribution in determining the dimensions of airline online service satisfaction.

Original languageEnglish
Title of host publication2014 International Conference on Computer and Information Sciences, ICCOINS 2014 - A Conference of World Engineering, Science and Technology Congress, ESTCON 2014 - Proceedings
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Print)9781479943913
DOIs
Publication statusPublished - 30 Jul 2014
Event2014 International Conference on Computer and Information Sciences, ICCOINS 2014 - Kuala Lumpur, Malaysia
Duration: 3 Jun 20145 Jun 2014

Other

Other2014 International Conference on Computer and Information Sciences, ICCOINS 2014
CountryMalaysia
CityKuala Lumpur
Period3/6/145/6/14

Fingerprint

Customer satisfaction
Websites
Internet
Industry

Keywords

  • Airline websites
  • Customer satisfaction
  • Ecommerce
  • Instrument
  • Measurement
  • Service quality

ASJC Scopus subject areas

  • Information Systems
  • Environmental Engineering
  • Renewable Energy, Sustainability and the Environment
  • Computer Science Applications

Cite this

Arridha, R. R., Mohamed, H., & Elias, N. F. (2014). The determinants of airline online services satisfaction: A conceptual model. In 2014 International Conference on Computer and Information Sciences, ICCOINS 2014 - A Conference of World Engineering, Science and Technology Congress, ESTCON 2014 - Proceedings [6868434] Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/ICCOINS.2014.6868434

The determinants of airline online services satisfaction : A conceptual model. / Arridha, Rira Rahayu; Mohamed, Hazura; Elias, Nur Fazidah.

2014 International Conference on Computer and Information Sciences, ICCOINS 2014 - A Conference of World Engineering, Science and Technology Congress, ESTCON 2014 - Proceedings. Institute of Electrical and Electronics Engineers Inc., 2014. 6868434.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Arridha, RR, Mohamed, H & Elias, NF 2014, The determinants of airline online services satisfaction: A conceptual model. in 2014 International Conference on Computer and Information Sciences, ICCOINS 2014 - A Conference of World Engineering, Science and Technology Congress, ESTCON 2014 - Proceedings., 6868434, Institute of Electrical and Electronics Engineers Inc., 2014 International Conference on Computer and Information Sciences, ICCOINS 2014, Kuala Lumpur, Malaysia, 3/6/14. https://doi.org/10.1109/ICCOINS.2014.6868434
Arridha RR, Mohamed H, Elias NF. The determinants of airline online services satisfaction: A conceptual model. In 2014 International Conference on Computer and Information Sciences, ICCOINS 2014 - A Conference of World Engineering, Science and Technology Congress, ESTCON 2014 - Proceedings. Institute of Electrical and Electronics Engineers Inc. 2014. 6868434 https://doi.org/10.1109/ICCOINS.2014.6868434
Arridha, Rira Rahayu ; Mohamed, Hazura ; Elias, Nur Fazidah. / The determinants of airline online services satisfaction : A conceptual model. 2014 International Conference on Computer and Information Sciences, ICCOINS 2014 - A Conference of World Engineering, Science and Technology Congress, ESTCON 2014 - Proceedings. Institute of Electrical and Electronics Engineers Inc., 2014.
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