Evaluating Website Quality in the Airline Industry

Clarry Shchiglik · Stuart John Barnes

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Customer Service Quality and Loyalty Technology Adoption and User Behaviour Usability and User Interface Design

Abstract

Recent media attention highlights the airline industry's need for a useful and valid instrument measuring website quality from a customer's perspective. This research develops and examines a Perceived Airline Website Quality Instrument (PAWQI) that attempts to provide some initial direction in this area. The Instrument contains four dimensions: site quality, information quality, interaction quality, and airline-specific quality. Development of the instrument incorporated a quality workshop as well as the adaptation of previously developed and validated instruments. The online survey - assessing Air New Zealand, Qantas, and Freedom Air - permitted an examination of the usefulness and validity of PAWQI by way of quantitative assessments, supplemented by qualitative data.

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References

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