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The antecedents of travellers' e-satisfaction and intention to buy airline tickets onlineA conceptual model.

Authors :
Bukhari, Saleh Mohamed Fadel
Ghoneim, Ahmad
Dennis, Charles
Jamjoom, Bothina
Source :
Journal of Enterprise Information Management; 2013, Vol. 26 Issue 6, p624-641, 18p
Publication Year :
2013

Abstract

Purpose – The purpose of this paper is to utilise the existing theories on consumer behaviour and scales within web quality to develop a framework for measuring travellers' web satisfaction and willingness to purchase tickets through airlines' web sites. Design/methodology/approach – The paper is discursive, based on the analysis and synthesis of literature pertaining to e-consumer behaviour, web quality and travel and tourism streams. Gaps in the previous research have been identified and a conceptual framework is consequently proposed. In addition, further research and methodology is suggested. Findings – The paper proposes a conceptual framework that can measure consumers' electronic satisfaction and intention to purchase tickets from airlines' web sites. The framework includes nine constructs: information quality, system quality, perceived usefulness, perceived ease of use, e-trust, airline reputation, price perception, e-satisfaction and intention to purchase. Research limitations/implications – As a conceptual paper, the study is limited to literature and prior empirical research, identifying gaps and proposing a framework. The paper recommends further empirical validation of the proposed integrated model. Practical implications – The framework is helpful for decision makers within airline companies to identify the factors that can satisfy travellers when using an airline's own web site and influence them to buy e-tickets. Originality/value – The paper fills gaps in the knowledge of e-consumer behaviour and web quality within the airline industry through suggesting a framework that helps decision makers to enhance or modify their existing marketing strategies and web site appearance. [ABSTRACT FROM AUTHOR]

Details

Language :
English
ISSN :
17410398
Volume :
26
Issue :
6
Database :
Complementary Index
Journal :
Journal of Enterprise Information Management
Publication Type :
Academic Journal
Accession number :
90611619
Full Text :
https://doi.org/10.1108/JEIM-07-2013-0040