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The antecedents of travellers’ e-satisfaction and intention to buy airline tickets online: A conceptual model

Saleh Mohamed Fadel Bukhari (Brunel University, London, UK)
Ahmad Ghoneim (Brunel University Business School, London, UK)
Charles Dennis (University of Lincoln Business School, Lincoln, UK)
Bothina Jamjoom (Business Administration Faculty, King Abdul-Aziz University, Saudi Arabia)

Journal of Enterprise Information Management

ISSN: 1741-0398

Article publication date: 14 October 2013

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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.

Keywords

Citation

Mohamed Fadel Bukhari, S., Ghoneim, A., Dennis, C. and Jamjoom, B. (2013), "The antecedents of travellers’ e-satisfaction and intention to buy airline tickets online: A conceptual model", Journal of Enterprise Information Management, Vol. 26 No. 6, pp. 624-641. https://doi.org/10.1108/JEIM-07-2013-0040

Publisher

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Emerald Group Publishing Limited

Copyright © 2013, Emerald Group Publishing Limited

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