Airline e-Ticketing Service: How e-Service Quality and Customer Satisfaction Impacted Purchase Intention

Lau, Teck-Chai; Kwek, Choon-Ling; Tan, Hoi-Piew

doi:10.3923/ibm.2011.200.208

Cited by 18 publications

(14 citation statements)

References 22 publications

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“…Similarly, Abdullah et al (2007) also found a positive relationship between satisfaction and both future use of the airline and the likelihood of recommending it to others. Therefore, in the airline industry, passengers' satisfaction plays an important role in measuring the quality of services and the likelihood that they will continue their relationship with the service providers (Archana and Subha, 2012;Lau et al, 2011;Abdullah et al, 2007).…”

Section: Literature Reviewmentioning

confidence: 99%

“…In the airline industry, Saha and Theingi (2009) found a significant relationship between airline service quality and passenger satisfaction, meaning that the higher the perceived service quality, the higher was the passenger satisfaction (Lau et al, 2011). On the contrary, when a customer is not satisfied, he or she is more likely to switch to another airline and to not recommend the airline to friends or family members (Abdullah et al, 2007).…”

Section: Service Quality and Customer Satisfactionmentioning

confidence: 99%

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An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

Ali

Dey

Filieri

2015

International Journal of Quality &Amp; Reliability Management

104

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this paper is to assess foreigners and overseas Pakistanis' evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and its effect on customer satisfaction. Design/methodology/approach -A convenience sample of 498 respondents was used to test the hypotheses of the study through structural equation modelling. Findings -The results of this study indicate that all of the hypotheses are supported and customer satisfaction of PIA customers is influenced by all of the five service quality dimensions (AIRQUAL), including airline tangibles, terminal tangibles, personnel, empathy, and image. Research limitations/implications -This research examines the relationship between service quality dimensions and customer satisfaction. The study focuses on the evaluation of overseas Pakistanis and foreigners regarding the service quality of PIA. The main limitation of this study is that it focuses on PIA: thus, the results cannot be generalised. Practical implications -The results indicate that managers should focus on different dimensions of airline service quality in order to enhance customer satisfaction. Originality/value -This study would enable PIA to have a better understanding of the effects of service quality, which will lead to passengers' satisfaction and encourage the development of long-term relationships with their customers.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Service Quality and Customer Satisfactionmentioning

confidence: 99%

An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

Ali

Dey

Filieri

2015

International Journal of Quality &Amp; Reliability Management

104

View full text Add to dashboard Cite

show abstract

“…Studies in the aviation industry, explain that passenger satisfaction plays an important role in measuring service quality and the possibility of customers continuing to use the service in the future (Archana and Subha, 2012). In addition, Lau et al (2011) in their study about e-ticket in online buying in Malaysia, also found that the electronic service quality variable had a positive effect on customer satisfaction. When customer perceived e-service quality increased, it will lead to customer satisfaction.…”

Section: Theoritical Background and Hypothesis Developmentmentioning

confidence: 94%

“…Observed variables are measured using research instruments developed by previous studies with modified as needed. Service quality variables were measured using variables: website design, security assurance, responsiveness, and personalization that were adapted from study conducted by Lau et al (2011). While e-satisfaction was measured using the scale developed by Ribbink et al (2004) and repurchase intention (Lu et al, 2012).…”

Section: B Research Proceduresmentioning

confidence: 99%

“…Excellent service can create customer satisfaction, further more consumer satisfaction can lead to repurchase intention (Ellyawati, 2017;Wen et al, 2011). Similarly, in eshopping, delivering high quality service to customers has become the primary predictor of customer e-satisfaction, and furthermore increased online purchase intention (Ribbink et al, 2004;Lee and Lin, 2005;Lau et al, 2011). In order to build consumer retention therefore companies should focus on service and create customer e-satisfaction.…”

Section: Introductionmentioning

confidence: 99%

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Effect of E-Service Quality on Repurchase Intention: Testing the Role of E-Satisfaction as Mediator Variable

2019

IJITEE

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Recent developments in information and communication technology have contributed to tremendous economic efficiency. Companies that can take advantage of the sophistication of information and communication technology can operate more efficiently. Firm efficiency will tend to lower product prices and faster delivery time. It is expected to increase consumer satisfaction and repurchase intention. This study investigates the influence of e-service quality on repurchase intention with satisfaction as mediating variable. E-service quality was measured by five variables, namely ease of use, website design, security, personalization, and responsiveness. Good service quality tends to satisfy consumers and leads to repurchase intentions. To collect data, this study used survey design with purposive sampling method. The sample in this study are respondents who have experience in purchasing airline etickets for domestic flights within last year. To collect data, we distributed structured questionnaires to 263 respondents. To verify hypothesis, this study used descriptive statistics and hierarchical regression analysis. The results showed that esatisfaction partially mediate the influence of ease of use, website design, responsiveness, and personalization on repurchase intentions. While e-satisfaction proved fully mediates the influence of security guarantees on repurchase intention.

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Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route

2022

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Airline e-Ticketing Service: How e-Service Quality and Customer Satisfaction Impacted Purchase Intention

Cited by 18 publications

References 22 publications

An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

Effect of E-Service Quality on Repurchase Intention: Testing the Role of E-Satisfaction as Mediator Variable

Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route

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