The antecedents of travellers’ e-satisfaction and intention to buy airline tickets online: A conceptual model
Journal of Enterprise Information Management
ISSN: 1741-0398
Article publication date: 14 October 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.
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
:Emerald Group Publishing Limited
Copyright © 2013, Emerald Group Publishing Limited