Evaluating website quality in the airline industry

Clarry Shchiglik, Stuart J. Barnes

Research output: Contribution to journalArticlepeer-review

89 Citations (Scopus)


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.
Original languageEnglish
Pages (from-to)17-25
Number of pages9
JournalJournal of Computer Information Systems
Issue number3
Publication statusPublished - Mar 2004


  • Airline industry
  • Customer perception
  • Evaluation
  • New Zealand
  • Website
  • Administrative data processing
  • Aerospace industry
  • Air transportation
  • Benchmarking
  • Correlation methods
  • Electronic commerce
  • Flight dynamics
  • Information dissemination
  • Marketing
  • Mathematical models
  • Students
  • Perceived airline website quality instruments (PAWQI)
  • World Wide Web

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