The Influence of Aviation Companies’ Perceived Websites Quality on E-Trust

Abstract

In this study the researchers identify different perceived website quality dimensions. They empirically explore the influence of perceived Website quality dimensions (content, design, use and interactivity, privacy, security and customization) on E-trust: 247 students, instructors, and employees passengers from 12 nationalities in Jordanian, Arabian and American universities were the respondents of this study. A questionnaire was used to explore their perceptions of the last aviation company’s website quality (each of them traveled on) and their E-trust level. Multiple regression analysis was used to test the proposed model. The results indicated that while constructs use and interactivity and design were found to be predictors of E-trust, the constructs for security, customization, content and privacy were not. Perceived quality of website use and interactivity was the strongest predictor of E-trust. This knowledge can provide the website administrators in aviation companies with ways to increase trust in e-transactions among their passengers’ customers.

Factors Affecting E-Service Satisfaction

“…Research has consistently demonstrated that service quality elicits a host of positive attitudinal responses (Tan and Benbasat, 2009) such as loyalty (Cristobal, Flavian and Guinalıu, 2007;Gefen, 2002;Reichheld and Schefter, 2000), trust (AL-Faouri and AL-Kasasbeh, 2010;Hong-Youl, 2004;Gefen, 2000) and satisfaction (Cenfetelli et al, 2008;Cristobal, Flavian and Guinalıu, 2007;Cheung, andLee, 2004/2005;Cronin, Brady and Hult, 2000) from customers. With the rapid global growth in electronic commerce, businesses are attempting to gain a competitive advantage by using ecommerce to interact with customers.…”