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.
| Original language | English |
|---|---|
| Pages (from-to) | 17-25 |
| Number of pages | 9 |
| Journal | Journal of Computer Information Systems |
| Volume | 44 |
| Issue number | 3 |
| DOIs | |
| Publication status | Published - Mar 2004 |
Keywords
- 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