Thursday 22nd of February 2018

An Effective Model for Evaluating Website Quality Considering Customer Satisfaction and Loyalty: Evidence of Airline Websites

Naeimeh Elkhani, Sheida Soltani and Aryati Bakri

This paper provides a better understanding of the impact of e-quality on customer satisfaction which leads to the retention of loyal customers to airline e-ticketing websites. In this paper website quality is divided into three levels including: “website performance”, “website information” and “website online service”. Three sets of E-SERVQUAL criteria are chosen following a review of prior airline website studies in order to map each three levels. To measure customer satisfaction in each level, Additive Difference Model measurement method of Expectancy Disconfirmation Theory is integrated with the proposed model. Thus, the proposed model is comprised of the Expectancy Disconfirmation Theory model, a three-level framework, and E-SERVQUAL model. This model can help airline website decision-makers to understand the customers point of view concerning website quality and to identify the strengths and weaknesses of designed airline websites in attracting customers to e-ticketing.

Keywords: Airline Websites Quality Criteria, Expectancy Disconfirmation Theory, E-SERVQUAL model, Three-Levels Framework.

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Naeimeh Elkhani
Naeimeh Elkhani completed her Masters in Computer Science and Information System from Universiti Teknologi Malaysia (UTM). She is intrested in customer satisfaction in online marketing research.

Sheida Soltani
Sheida Soltani completed her Masters in Computer Science and Information System from Universiti Teknologi Malaysia (UTM).

Aryati Bakri
Aryati Bakri is a lecturer in Faculty of Computing, Universiti Teknologi Malaysia (UTM), Malaysia. She received her Ph.D in Information Science from the Sheffield University, United Kingdom, MSc Decision Modeling and Information System, Brunel University, United Kingdom, and BSc Computer Science from Universiti Teknologi Malaysia.

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