An Explanatory Case Study on Passenger Service Systems Adoption: A Taiwanese Air Carrier

This study explains the adoption of Passenger Service Systems (PSS) in airlines through the lens of Inter-organizational Systems adoption and home-region orientation. It examined 20 causal factors influencing PSS adoption and tested an original research model in the technology–organization–environment context, by applying transactional cost theory and neo-institutional theory. Prior to a cross-case study across multiple airlines, the explanatory single-case research analyzed interview data from four informants with a Taiwanese carrier and multiple industry reports; the key findings highlight: (i) interoperable functionality and industry standards as external technological drivers strongly influenced full conversion to the PSS platform; (ii) within the organizational context, commitment to global network, organizational transformation and top management support were identified as salient internal factors in decision-making and resource allocation, while normative pressures from an alliance body exerted a stronger influence over the airline than any other isomorphic forces; and (iii) in the context of environment, full conversion was also facilitated by PSS vendors and powered by the need for mutual worldwide learning to effectively operate foreign markets from home region. This in-depth case study provides insights that PSS in a common-use environment can bring business value to PSS user airlines in accessing a broader global market, offering greater competitive services and expanding distribution channels. To increase causality and generalizability, future work involving an embedded multi-case study with three East Asian carriers will be undertaken. Available at: https://aisel.aisnet.org/pajais/vol11/iss1/2

FACTORS INFLUENCING THE INTENTION TO USE THE E-TICKETING SYSTEM FOR INTERNATIONAL FLIGHTS AMONG MALAYSIAN AIR TRAVELLERS’

Masa kini, sektor pengangkutan udara menghadapi cabaran dari segi ekonomi yang tidak stabil dan bencana alam sedunia. Airline industries today face stiff competition in light of dynamic changing economic climate and global disaster

Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey

This study investigates the level of service quality of domestic airlines in Turkey travelling between Istanbul and London and compares those airline companies according to a set of predetermined criteria. A practical multi-criteria decision making approach combining hesitant and interval type 2 fuzzy sets is adopted and proposed for assessing the service quality of airline companies. The main finding of this study is that passengers care for service prioritization and personalization for a better flight experience and important differences occur in the service quality among the airline companies. Hence, handling of customer complaints, flight problems and individual attention could provide better insights for improving the service quality

The effects of online commentary on users\u27 information processing in the context of online discussion forums

The airline industry employs advanced e-commerce technologies to retain frequent customers and attract new passengers, but it is likely that not all airlines have clear knowledge about how many gaps should be filled between the status quo and an ideal website. This study proposes an integrated model for evaluating airlines’ websites in terms of the perspectives of “marketing mix 4Ps” and “website quality”. In order to verify the practicality and usefulness of this model, an empirical study of the Taiwanese airline industry is offered to illustrate the application of the proposed model. The model first applies the DEMATEL method to cope with the interdependencies between criteria. It then converts the criteria’s cause and effect relations into a visual structural map where the ANP method can help compute the weight of criteria. Finally, it uses the modified VIKOR method to rank e-commerce websites of the five Taiwanese airlines. Overall, the results show that the Taiwanese airlines still have a great deal of room to improve their websites. This proposed model not only provides helpful information for airlines to understand their websites’ quality level, but also contributes to industrial applications in terms of providing some worthwhile recommendations for building an ideal website

Evaluating service marketing in airline industry and its influence on student passengers' purchasing behaviour-using Taipei-London route as an example.

This paper reports an empirical study into airline consumer purchase behaviour on a major global route, that between the United Kingdom and Taipei. It focuses on the factors influencing airline choice for a sample of 60 Taiwanese students based at UK Universities and travelling on five airlines: British Airways, Cathay Pacific Airways, China Airlines, EVA Airways and Royal Dutch Airways. Several stages of data-gathering were undertaken and a well-established analytical framework for services marketing was used to identify gaps between the desired and received service. The main findings suggest that service quality, including in-flight entertainment, cabin crew attitude and seating comfort, can be as important as, or more important than, price in student purchase decisions for long-haul flights. Other important factors in carrier choice included student discounts, baggage allowances and airline safety record. Key Words: Service Marketing, Airline Industry, Consumer Behaviour, Taiwan, Touris

Choice factors and airline preference of Taiwanese Air Passengers in 2019

O objetivo desta dissertação será explorar os fatores de escolha dos passageiros aéreos Taiwaneses, em relação aos voos de Companhias Aéreas de Baixo Custo e voos de Companhias Aéreas de Linha em 2019. São examinados fatores de escolha previamente definido em estudos da área, como sendo importantes para os viajantes Taiwaneses quando escolhem uma companhia aérea para viajar. Os dados serão relacionados com fatores demográficos, tais como idade, rendimento e profissão, bem como preferências prévias (fatores de escolha) relacionadas com a qualidade do serviço oferecido pela companhia aérea escolhida. A literatura sobre esta matéria indica grandes mudanças na indústria da aviação, ao longo dos tempos, em termos globais e em Taiwan, no que respeita aos voos de Companhias Aéreas de Baixo Custo, em resultado da aplicação de preços mais reduzidos e horários mais adequados. Segundo pesquisas, fatores demográficos, fatores de escolha e objetivos de viagem são essenciais para uma análise da escolha habitual de uma viagem. Foi elaborado um questionário para aferir os fatores demográficos entre os Taiwneses, bem como a motivação e fatores de escolha ao decidir entre Companhias Aéreas de Baixo Custo e/ou Companhias Aéreas de Linha O questionário foi dividido em três partes: (1) Características de viagens; (2) Fatores de escolha/preferências dos viajantes; (3) Características sócio-demográficas dos viajantes. No capítulo Resultados, este estudo analisa as características sócio-demográficas dos inquiridos e características da viagem, classificando, por ordem, fatores de escolha em quatro grupos: o grupo de viajantes inquiridos na totalidade, viajantes de Companhias Aéreas de Baixo Custo, viajantes de Companhias Aéreas de Linha e o grupo que viajou nos dois tipos de companhia em 2019. As conclusões mostram que a maioria dos entrevistados escolher voar em Companhias Aéreas de Linha em 2019, tinham entre 31 e 50 anos de idade, viajavam por razões pessoais, estavam empregados (ou eram trabalhadores independentes) e que a maioria eram mulheres. Estes viajantes identificaram como razões de escolha mais importantes a confiança nas companhias aéreas, o historial de segurança e ausência de situações implicando perda ou desencaminhamento de bagagem. Estas limitações foram verificadas nos resultados deste estudo. Em primeiro lugar, o questionário recebeu mais respostas de mulheres do que de homens. Este facto é inconsistente com a maioria dos estudos conduzidos em outros países. Em segundo lugar, poucos viajantes em negócios responderam ao questionário. Finalmente, cada vez mais, os Taiwaneses evitam responder a questionários por temerem que alguém possa roubar informações online sobre eles. Em conclusão, este estudo mostra que, embora as Companhias Aéreas de Baixo Custo, tenham tido um impacto significativo sobre o tráfego aéreo Taiwanes, em 2019 a maioria dos viajantes continuou a preferir as Companhias Aéreas de Linha como as suas principais companhias aéreas. Embora as Companhias Aéreas de Baixo Custo, mantenham claramente uma larga percentagem do mercado é ainda imprevisível se esta indústria virá a ultrapassar o mercado das Companhias Aéreas de Baixo Custo, nos proximos anos. Palavras chave: Companhias Aéreas de Baixo Custo; fatores de escolha; preferência por Companhias Aéreas de Linha, prefência por Companhias Aéreas de Baixo Custo.The purpose of this dissertation is to explore Taiwanese air passengers’ choice factors relative to LCCs and FSAs in 2019. It examines choice factors previously defined by academicians as being important to Taiwanese travellers when choosing which airline to use. It correlates the data with demographics such as age, income and occupation as well as reported preferences (choice factors) such as the perceived quality of service provided by the airline. Significant literature review on this subject indicates a large shift, over time, globally and in Taiwan, in the airline industry towards LCCs as a result of lower price and convenient schedules. Research designates demographics, choice factors, and travel purpose as the building blocks for analysis of travel habits. A questionnaire was developed to ascertain Taiwanese demographics, motivation and choice factors in choosing LCCs and/ or FSAs. The questionnaire was divided into three parts: (1) Travel characteristics; (2) Choice factors/preferences of travellers and (3) Socio-demographics of travellers. In the Results chapter, using data from questionnaire results, this study analyses socio-demographics of respondents, travel characteristics, and ordering of choice factors for four group: the all-respondents group of travellers; the only-LCC travellers; the only- FSA travellers; and the combined LCC and FSA travellers group. Findings show the majority of respondents chose to fly FSAs in 2019, that they were 31-50 years old, travelled for personal reasons, were employed (or self-employed) and the majority were women. These travellers identified Reliability/trust of airlines, Airline's safety record, and Avoiding lost/misplaced baggage as the most important choice factors. Three limitations were encountered in the results of this study: first, the questionnaire received more responses from women than from men. This is inconsistent with the majority of other questionnaires conducted in other countries, second, few business travellers responded to the questionnaire. Finally, increasingly, Taiwanese people do not like to respond to questionnaires because they are afraid someone will steal online information about them. In conclusion, this study shows that while LCCs have made a significant impact on Taiwanese air traffic, the majority of travellers in 2019 still preferred FSAs as their primary air carriers. Though LCCs clearly have a large percentage of the market, it remains to be seen whether the industry will overtake the FSA market during 2021-2025

Adoption and acceptance of mobile commerce in Saudi Arabia: the case of e-ticketing in the airline industry

Mobile technology has influenced business strategies over recent years and the increasing penetration of mobile devices and related solutions such as mobile commerce has revolutionised consumer organisations. Saudi Arabia with its high mobile penetration has the potential for higher usage of mobile services in the near future. This research aimed at understanding and evaluating the acceptance and adoption of mobile commerce in Saudi Arabia with specific focus on the airline ticketing services through evaluation of the attitude and behaviour of the airline consumers towards mobile commerce in airline ticketing services. The research was designed as a mixed and explanatory research and used both deductive and inductive approaches to understanding mobile commerce acceptance in airline ticketing services. The research also involved extensive review of technology adoption models such as Technology Acceptance Model (TAM) and Unified Theory of Acceptance and Use of Technology (UTAUT), based on which a research framework was developed and hypotheses specified. Quantitative study involved online questionnaire based survey with 207 travellers who were connected at the King Abdul-Aziz airport in Saudi Arabia, while qualitative study involved interviews with eight employees of Saudi Airlines. The collected data was analysed using MS Excel and SPSS and subjected to descriptive, regression and content analysis. The research findings indicate positive perceptions of airline travellers towards the usefulness, ease of use and other related benefits of using mobile commerce for air ticketing services. The key factors influencing the attitude were identified to be the ease of use, usefulness and social influence, while key determinants of behavioural intention were identified to be mobility, compatibility and usefulness. The other factors such as cost, trust, perceived risk and usecontext were not found to be the key influencers of the behavioural intention of Saudi Arabian travelers towards use of mobile commerce for airline ticketing services. Another key finding was the lack of any significant differences, perhaps surprising, in the behavioural intention to use mobile commerce across various demographic groups based on age, gender and education. The research findings will be useful for both practitioners of mobile commerce as well as academicians involved in research on acceptance and adoption of mobile commerce. Moreover, the research findings are not just useful for the airline industry in Saudi Arabia, but can also be consulted by those interested in understanding mobile-commerce acceptance in airline industry anywhere else across the globe or any other industry in Saudi Arabia

Airline Image and Service Quality Effects on Traveling Customers’ Behavioral Intentions in Jordan

The purpose of this study was to examine the effect of airline image and service quality on traveling customers’ behavioral intentions in Jordan. A questionnaire was designed by the author in order to achieve the objectives of the study, consisting of forty-eight (48) items to obtain the required information out of the study sample. The applications used to analyze and examine the hypothesis are the Statistical Package for Social Sciences (SPSS). The main results of the study were; A significant effect of Airline Image was observed with regard to customers’ behavioral intentions at the level of (? ? 0.05) as well as a significant effect of service quality was observed with regard to customers’ behavioral intentions at the level of (? ? 0.05).   Keywords: Airline Image, Service Quality, Customers’ Behavioral Intentions, Jorda

Introducing Importance-Performance-Impact Analysis (IPIA): A method to strategically prioritize resources allocation

The importance–performance analysis (IPA) model has been widely used as a strategic resource allocation tool for improving customer satisfaction. There are several shortcomings associated with IPA which could lead to incorrect decisions. In this paper, we propose a novel analytical framework, the “Importance-Performance-Impact Analysis” (IPIA) to overcome those shortcomings so as to provide managers with a powerful decision making tool. The IPIA takes advantage of several advanced analytical techniques, such as Back Propagation Neural Network (BPNN), Decision Making Trial and Evaluation Laboratory (DEMATEL) and Analytic Network Process (ANP). We illustrate IPIA using the case of an airline company in China. Two primary data sources were used: A passenger survey to obtain the attribute importance and performance, and an expert panel survey to obtain attribute impact. Resources allocation recommendations for improving passenger satisfaction were then derived from the IPIA. We discuss limitations and provide recommendations for future research

The importance of choice attributes and the positions of the airlines within the South African domestic passenger airline industry as perceived by passengers at Durban International Airport

This exploratory study sought to determine what customers perceive to be the most important attributes when choosing their passenger airline within the South African domestic airline industry. In line with positioning research protocol, respondents then evaluated the performance of each airline on those attributes. The attributes that respondents perceived to be important in their airline selection and that differentiated amongst competitors within the domestic passenger airline industry were safety, punctual/reliable flightsand low price. However, respondents indicated that they were only prepared to sacrifice Voyager Miles, and legroom and onboard space for lower prices. The positions of the traditional as well as low-cost airlines operating in the South African domestic market are plotted on positioning maps using the determining dimensions as axes.Key words: positioning, South African airline industry, determinant attribute