Examining a hybrid model for e-satisfaction and e-loyalty to e-ticketing on airline websites

Elkhani, Naeimeh; Soltani, Sheida; Jamshidi, Mir Hadi Moazen

doi:10.1016/j.jairtraman.2014.01.006

Cited by 63 publications

(39 citation statements)

References 35 publications

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“…Based on how these factors are defined by the authors, it is clear that the list is a combination of both IS (information quality, ease of use, security/privacy, visual appearance, and trust), and marketing elements (responsiveness, interactivity, personalization, and fulfillment). Similarly, the effectiveness evaluation model [117] developed for the airline industry provides another illustration of the combined approach identified, applied, and recommended by many [22], [35], [78], [92], [97]. Based on these recommendations, it is believed that the basic marketing aspects and technical characteristics of a website cannot be viewed in isolation, and therefore, web attributes reflecting both marketing and IS features of websites are used to derive a theoretical framework for this study.…”

Section: Evaluating Websitesmentioning

confidence: 99%

Website Appeal: Development of an Assessment Tool and Evaluation Framework of E-Marketing

Abdallah

Jaleel

2015

J. theor. appl. electron. commer. res.

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The aim of this study is twofold; firstly, to develop a comprehensive measure that quantitatively assesses an e-store's web appeal, and secondly, to propose a framework that evaluates effectiveness of online marketing efforts in terms of overall appeal of e-tailing sites. The paper adopts a hybrid approach to website assessment which involves studying both information system elements and dimensions of e-marketing to define and measure the concept of web appeal. A total of five information system elements and seven e-marketing elements were identified as essential components of web appeal, and were used to build a measurement instrument. The instrument's validity was confirmed by testing it across 80 e-stores in the Middle East and its usefulness with respect to the identification of an e-store's strengths and weaknesses was established. In addition to being a measure of overall web appeal, the instrument also contributes towards conceptualization of a theoretically sound framework that aligns elements of web appeal to e-marketing objectives. This model provides a systematic criteria for comparing websites, and offers valuable insights into how website attributes can be used to achieve desired performance in terms of attracting, engaging, and retaining customers, as well as competing with rival stores.

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Section: Evaluating Websitesmentioning

confidence: 99%

Website Appeal: Development of an Assessment Tool and Evaluation Framework of E-Marketing

Abdallah

Jaleel

2015

J. theor. appl. electron. commer. res.

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“…The literature considers website quality based on various components, such as Information systems (IS) approach, a marketing oriented approach, or a combination of both (Elkhani et al, 2014). In that context, Hsieh and Tsao (2014) established a conceptual model based on the suggestions of an e-Commerce Success Model proposed by DeLone and McLean (2004).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

E-Tailing in Kosovo: The Effect of Trust, Satisfaction and Service Quality in Achieving Consumer E-Loyalty

Azemi¹,

Baholli²,

Guberaj³

2015

AJIS

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The global e-tailing industry growth in numbers of online consumers has been impressivein recent years. Because of the low entry barriers, this trend is equally evident in the number of providers. Online consumer behaviour has attracted the attention of researchers to investigate this phenomenon, who have identified e-loyalty as the most important source ofbusiness stability and profitability. Among various perspectives, the elements of trust, satisfaction, and service quality have been proposed as originators of e-loyalty. Yet, previous efforts fail to consider the combined effect of these factors, and largely ignore the occurrence of this phenomenon in developing countries. This research deducts the extant theories to develop and empirically test the hypotheses by employing a closed

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“…Online web diagnostic tools in conjunction with Multi Criteria Decision Making (MCDA) approaches were used to determine and evaluating the best airlines website based on many criteria of website quality. Elkhani proposed an integrated model to evaluate the effectiveness of an AirAsia airline websites in Malaysia from customers' point of view [19].…”

Section: Related Workmentioning

confidence: 99%

An Analytical Approach to Accessibility and Usability Evaluation of Nigerian Airlines Websites

Oyefolahan¹,

Onuja²,

Zubairu³

2018

Am J Compt Sci Inform Technol

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In the present globalized world, online access to information and service irrespective of location and time have become the order of the day. A major gateway to online information and services in any corporate or government organization is the website. Thus, websites accessibility and usability across different organizations is gaining interest among researchers and practitioners. This study focuses on evaluating the level of accessibility and usability of websites of major airlines in the civil aviation industry in Nigeria for the purpose of ascertaining their level of compliance with Web Content Accessibility Guidelines (WCAG) 2.0. In achieving the aim of the study, different automated tools such as the A-Checker tool, European Internet Inclusion Initiative (EIII) e-accessibility tool, WAVE web accessibility evaluation tool (WAVE), Functional Accessibility Evaluation Tool and Mobile Friendly Test were used in the study. In addition, heuristic method was used for the usability testing. Based on the various tests conducted, majority of the websites show known problems (KP) and high failure in terms of xhtml conformance with the stipulated guidelines. Findings from the coding and design tests reveal an average performance while the websites' implementation tests and mobile friendly tests were not satisfactory. The usability evaluation reveals that most of the websites do not have functional and required usability tools expected from commercial airlines. In practical terms, this study provides pointer to stakeholders in the civil aviation industry in Nigeria on the importance of ensuring that websites deployed facilitate seamless interaction with customers and enable service delivery without constraints.

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Examining a hybrid model for e-satisfaction and e-loyalty to e-ticketing on airline websites

Cited by 63 publications

References 35 publications

Website Appeal: Development of an Assessment Tool and Evaluation Framework of E-Marketing

Website Appeal: Development of an Assessment Tool and Evaluation Framework of E-Marketing

E-Tailing in Kosovo: The Effect of Trust, Satisfaction and Service Quality in Achieving Consumer E-Loyalty

An Analytical Approach to Accessibility and Usability Evaluation of Nigerian Airlines Websites

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