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Title: Understanding the factors that attract travellers to buy tickets online in Saudi Arabia
Authors: Bukhari, S
Ghoneim, A
Dennis, C
Keywords: Online consumer behaviour;Web quality;Airline;E-ticketing
Issue Date: 2012
Publisher: Brunel University
Citation: European, Mediterranean & Middle Eastern Conference on Information Systems (EMCIS 12), Munich, Germany, 2012-06-07 - 2012-06-08
Abstract: Despite widespread discussions of online consumer behaviour and the effect of web quality on online user’s actions, there is still a lack of research in the area of consumer attitude towards the services provided by airline companies due to the specific nature of travellers. – being using the internet for different motivations and buying specific kind of product (e-tickets). This study aims to measure consumers’ electronic satisfaction and intention to purchase tickets from Airlines websites. The results provide better understanding on the factors that attract travellers to adopt the most cost effective distribution channel for Airlines (own website) for ticketing needs. To obtain the study objective, a conceptual framework is developed based on literature pertaining to e-consumer behaviour, web quality, and travel and tourism streams. A detective quantitative methodology was chosen to examine the constructs and the relations within the framework. An online survey targeting actual airline online users (travellers) in the Kingdom of Saudi Arabia is suggested with items covering 9 constructs: Information Quality (IQ), System Quality (SQ), Perceived usefulness (PU), Perceived ease of use (PEOU),e-Trust (ET), Airline reputation (AR), Price Perception (PP), e-Satisfaction (ES), and Intention to Purchase (IP). Findings would help decision makers within airline companies to understand their customers’ online behaviour and enable enhancements and modifications to be made to their airline storefront, hence ensuring the satisfaction of potential customers and conversion of visitors into buyers.
ISBN: 978-1-908549-03-7
Appears in Collections:Business and Management
Brunel Business School Research Papers

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