A comprehensive structural model of factors affecting online consumer travel purchasing

The purpose of this research was to develop a comprehensive model to study consumers\u27 online purchase intention of travel products. Related literature reviews suggested antecedents of consumers\u27 online purchase intention including EC travel web site design, past purchase experience, consumer trust, consumer\u27s attitudes toward online shopping of travel products; The model was developed by integrating one existing theoretical model (Shim\u27s Online Pre-purchase Intentions Model) with several important factors which were guided by theories: (1) social cognitive theory, (2) self-efficacy theory, (3) theory of planned behavior (TPB), (4) attitude-behavior consistency theory, (5) theory of consumer trust, and (6) communication theory. As a prior attempt to integrate these theories in the context of hospitality industry, the scope of this study was limited to empirically test the model with data collected from leisure travelers in United States. The study proposed seven hypotheses. The data was collected via Internet survey. A structural equation modeling analysis revealed that six hypotheses hold true in this study; The overall results indicated that the Theory of Planned Behavior, attitude-behavior consistency theory, theory of consumer trust, and communication theory provide a good understanding those factors. The results revealed a strong support for the importance of designing a travel Web site. In consumers\u27 perspective, a good travel Web site should provide consumers with detailed, timely, and accurate information, reliable system operation, and excellent service quality. A well design e-travel agency can significantly influence consumers\u27 attitude, purchase experience, consumer trust, and online purchase intention. The findings also showed the significance of managing consumers\u27 attitude by creating convenience perception, good merchant image, and value perception in consumers\u27 mind. The importance of previous online shopping experience illustrates the strategic point of turning existing online consumers into repeat customers by providing them with satisfying online shopping experience. Although there is one contradicting finding in the hypotheses, this study still provided a more comprehensive model to explore consumers\u27 online purchase intention of travel products; Future researchers can use result of this study to create a new model to explore customer\u27s repurchase intention and to develop an effective consumer loyalty program

Airline Ticket E-Reservation: Adoption Among Malaysians

Sistem tempahan tiket penerbangan telah banyak direvolusikan oleh syarikat-syarikat penerbangan melalui penggunaan Internet dan pengenalan alat-alat mudah alih moden. The air ticket reservation system has been much revolutionized by the airline companies through the usage of the Internet and introduction of modern mobile devices

Understanding the factors that attract travellers to buy tickets online in Saudi Arabia

Despite widespread discussions of online consumer behaviour and the effect of web quality on online user’s actions, there is still a lack of research in the area of consumer attitude towards the services provided by airline companies due to the specific nature of travellers. – being using the internet for different motivations and buying specific kind of product (e-tickets). This study aims to measure consumers’ electronic satisfaction and intention to purchase tickets from Airlines websites. The results provide better understanding on the factors that attract travellers to adopt the most cost effective distribution channel for Airlines (own website) for ticketing needs. To obtain the study objective, a conceptual framework is developed based on literature pertaining to e-consumer behaviour, web quality, and travel and tourism streams. A detective quantitative methodology was chosen to examine the constructs and the relations within the framework. An online survey targeting actual airline online users (travellers) in the Kingdom of Saudi Arabia is suggested with items covering 9 constructs: Information Quality (IQ), System Quality (SQ), Perceived usefulness (PU), Perceived ease of use (PEOU),e-Trust (ET), Airline reputation (AR), Price Perception (PP), e-Satisfaction (ES), and Intention to Purchase (IP). Findings would help decision makers within airline companies to understand their customers’ online behaviour and enable enhancements and modifications to be made to their airline storefront, hence ensuring the satisfaction of potential customers and conversion of visitors into buyers

Understanding the factors that attract travellers to use airline websites for purchasing air tickets

This thesis was submitted for the award of Doctor of Philosophy and was awarded by Brunel University LondonIn order for e-commerce businesses to attract customers and consequently increase revenue, it is essential to understand the behaviour of online consumers. This involves understanding how consumers react to website elements, and what could influence the adoption of online channels. Given the applied nature of this research area, a number of studies have been carried out by marketers and information systems experts in order to develop a better understanding of consumer behaviour and web elements impact on adoption of online services. However, as web services continue to expand, so does the need for further research concentrating on specific types of products or services. Many academic articles have been published to cater for specific web portals such as retailing, banking, governmental transactions, hotel booking, and many other areas. Whilst this is the case, there remains a lack of research examining customer behaviour when using airline websites. Given the specific nature of online consumers, and the amount of business surrounding e-ticketing, it is imperative that this gap in research is addressed. Multi-faceted limitations surrounding online consumer behaviour within the airlines industry emerge from the literature. For example, the majority of previous research has relied solely upon traditional theories and as such, other important perspectives related to travel warrant investigation. Additionally, apparent links between website qualities and website adoption remain under investigated in the context of the airline industry. Another gap in research relates to the investigation of the moderating role of travellers’ characteristics such as their demographics, internet experiences, and travel habits. Based on these limitations, this research aims to develop a comprehensive, multi-disciplinary (i.e. consumer behaviour, information systems, travel and tourism) theoretical model that is capable of examining the factors that influence travellers’ online satisfaction and intention to purchase air tickets from airline websites. In developing this model, this research adopts a positivist, deductive, and quantitative approach. Thus, based on the analysis and synthesis of literature, a conceptual model comprised of nine constructs is proposed. Inspired by the Information Systems Success Model, e-satisfaction is centralised in the model and suggested as the main predictor of intention to purchase airline tickets. Information web qualities and system web qualities are considered as antecedents of e-satisfaction. The two constructs from the Technology Acceptance Model (TAM) (perceived usefulness and perceived ease of use) are also integrated into the model. Other important factors such as e-trust, airline reputation, and price perception are also embedded. The suggested model has been validated using a measurement scale based on previously validated items. This research adopts an online survey that targets real travellers from Saudi Arabia who have used airline websites. Interviews, focus groups, and a pilot study were conducted to validate the survey items. Data collection procedures utilized the social media channels for the two operating airlines in Saudi Arabia as well as a snowball method. Data analysis techniques including exploratory factor analysis, confirmatory factor analysis, and structural equation modelling were used to validate the relationships and to test overarching research hypotheses. Additionally, group comparison techniques including invariance analysis were used to explore the moderation effect of demographic characteristics (i.e. gender, age, education level, monthly income, occupation, and location), internet experience, and travel habits (i.e. origin of the airline used, actual tickets purchase, travel frequency, motivation for travel, type of travel, and type of funding). The results from this research suggest that the most influential factors motivating travellers to purchase online are e-satisfaction followed by website trust. Furthermore, travellers’ perceptions of website quality also played an important role in influencing e-satisfaction. Price was the next influential factor. Several other factors appeared to have direct and indirect associations with intention to purchase and e-satisfaction. Additionally, findings emanating from group analysis suggest that some demographic factors and travel habits have a moderating influence over the research hypotheses. As such, this research makes several contributions to the consumer behaviour and web quality literature within the travel and tourism context. The findings from this research can assist airlines in shaping their web development priorities and enable them to focus on the most influential factors. This thesis concludes with a discussion of the application of these findings, an evaluation of the studies undertaken, and suggestions for future research

What drives consumers' e-loyalty to airlines web site? Conceptual framework and managerial implications

This study proposes a revised technology acceptance model that integrates expectation confirmation theory to measure continuance intentions of online shopping for airlines web sites. The sample respondent 465online users in Saudi Arabia. A structural equation model confirms model fit. Perceived usefulness, enjoyment, social pressure, and loyalty incentives are determinants of online flight booking continuance in Saudi Arabia. This research moves beyond online booking intentions and includes factors affecting online booking continuance. The research model explains 53% of the intention to continue booking using airlines web sites

The Effect of Post-Purchase Perceived-Value Towards the Relationship Quality of Hajj and Umrah Travel Agencies in Indonesia

One out of four people in the world is a Moslem, and Indonesia ranks first on the biggest Moslem population in the world. Hundreds of thousands of people go to Makkah each year to make Hajj (pilgrimage). Hajj and Umrah travel agencies as providers of Hajj and Umrah packages are becoming important in Indonesia, as their number is about two hundred agencies. However, there has been little discussion about Hajj and Umrah, especially on Hajj and Umrah travel agencies. The purpose of this paper is to identify the relationships of post-purchase perceived-value to relationship quality, which consists of satisfaction, commitment, and trust, on Hajj and Umrah travel agencies. This study finds that the post-purchase perceived-value significantly affects satisfaction and trust but does not affect commitment. Moreover, satisfaction significantly affects trust and commitment, while trust does not affect commitment

Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research

This paper reviews the published articles on eTourism in the past 20 years. Using a wide variety of sources, mainly in the tourism literature, this paper comprehensively reviews and analyzes prior studies in the context of Internet applications to Tourism. The paper also projects future developments in eTourism and demonstrates critical changes that will influence the tourism industry structure. A major contribution of this paper is its overview of the research and development efforts that have been endeavoured in the field, and the challenges that tourism researchers are, and will be, facing

An analysis of the key factors affecting the success of a re-launched destination marketing website in the UK

Business Information Systems e-Commerce/e-business Computer Appl. in Social and Behavioral Sciences Marketing Information Systems Applications (incl. Internet)This paper presents a case study of the re-launch of a DMO website in the UK. It evaluates the perceived usability of the new website and identifies the key factors affecting customers’ intention to use the new website. A large-scale online survey was developed to understand a number of issues relating to usability (e.g. aesthetics, effectiveness) and psychological and behavioural indicators (e.g. perceived trustworthiness and intent to use). Both quantitative and qualitative data was analysed to understand users’ perceptions, behaviour and attitudes towards the re-launched website. A Structural Equation Model (SEM) was developed to identify the factors affecting their intention to use the new website. The SEM model identified the impact of a variety of factors on intention to use and the descriptive analysis, using both qualitative and quantitative data, highlights further areas of research