4 research outputs found
Online drivers and offline influences related to loyalty to airline websites
This paper explores users loyalty to airlines’ websites, by examining differences among users belonging to the Y, X and baby boomer generations. The results indicate that to obtain users loyalty to a company’s site, it is necessary to first, affective e-loyalty, through e-trust, which is also positively influenced by offline perceived value, e-satisfaction, and indirectly by e-quality. We also demonstrates that significant differences exist among the various generations, implying airlines need to fine-tune their online strategies retain customer loyalty
Satisfaction with Airline Service Quality: Familiarity Breeds Contempt
The objective of this study is to investigate frequency-of-flight issues and the differences between frequent and non-frequent flyers’ levels of satisfaction and the importance attributed to overall airline service quality and select attributes. The results indicate that the level of satisfaction with overall airline quality and select attributes decrease the more passengers fly. Conversely, the level of importance attributed to airline amenities increased with flight frequency. Perceptions of airline quality may vary between different nationalities and different socioeconomic groups. Differences between the short- and long-haul flights, as well as domestic and international services could also exist. Airline managers need to foster loyalty by improving passengers’ airline experience. This could be achieved by differentiating airline services to the segmented groups of passengers. However, a number of airlines suffer from a business culture where fuel and labor costs are more important than customer satisfaction
INTERRELATIONSHIPS BETWEEN USERS AND SYSTEM FLEXIBILITIES WITH PERCEIVED USABILITY OF ONLINE AIRLINE RESERVATION SYSTEMS
It is very critical for the organizations to design flexible systems that are easy to
use and can accomplish all the requirements by way of offering customizability.
Philosophers argue that users are good in adapting the systems; however, research
shows users dissatisfaction with existing Online Airline Reservation Systems in terms
of task completion. Therefore, researchers are eager to find out ways for improving
online usability of the systems, how users' Perceived Usability of the system is
formulated by its flexibility functions. This research therefore examines travelers'
expectations, preferences and online behavior (Users' Flexibility) and aligns that with
designing of flexible online airline reservation systems (System's Flexibility) and
users' as evaluators of the online systems to determine its Perceived Usability through
users' effectiveness, efficiency and satisfaction (Perceived Usability).
In this dissertation, both quantitative and qualitative techniques were used to
analyze the data collected in the context of SF, lJF and PU of the systems. A redesign
solution for enhanced usability was developed based on HCI guidelines and the
flexibility tactics used in online travel agencies, which led to a proposed interface
with the integration of opaque mechanism. The two interfaces were used in the
experiment. Participants were requested to complete the evaluation of the existing and
proposed interfaces.
The findings suggested that users can be classified on the basis of their Flexible
Traveling Behavior which led to the development of a Users' Flexibility measuring
scale. It is further investigated that integration of opaque fares concept would increase
the usability of the system. Since flexibility is referred to its ability to respond to
internal or external changes, systems incorporated with opaque fares would serve the
role of external change agent by way of providing flexibility in users' decision
making and will also serve the role of internal change agent by way of providing the
capability of accepting changed decisions