Performance measure of online system acceptance and customer satisfaction through airlines websites in Malaysia

Online system and websites are the new emerging channels by the companies to attract the customers around the globe. The online system provides the valuable information about the company's product and services. Customers can acquire all information from the company's website. This paper ai...

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Main Authors: Khan, H., Dominic, P.D.D.
Format: Article
Institution: Universiti Teknologi Petronas
Record Id / ISBN-0: utp-eprints.20281 /
Published: Inderscience Enterprises Ltd. 2017
Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85015165870&doi=10.1504%2fIJBIR.2017.082829&partnerID=40&md5=077206fd33d406fa21bdfdfb22147495
http://eprints.utp.edu.my/20281/
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spelling utp-eprints.202812018-04-23T01:01:56Z Performance measure of online system acceptance and customer satisfaction through airlines websites in Malaysia Khan, H. Dominic, P.D.D. Online system and websites are the new emerging channels by the companies to attract the customers around the globe. The online system provides the valuable information about the company's product and services. Customers can acquire all information from the company's website. This paper aims to measure the customer satisfaction with airline websites along with customer acceptance of online system. This means to be a new research area for the information system acceptance researcher. Data was collected from 130 respondents who use airline website for making their travel related decision. A survey approach was used to gather data by administering the questionnaire to the target customers. Statistical tests including correlation, regression and exploratory factor analysis are applied to test on data resulted in support of all hypothesis. The result indicates that all independent variables have strong significant impact on customer satisfaction with online system acceptance and with customer satisfaction. Copyright © 2017 Inderscience Enterprises Ltd. Inderscience Enterprises Ltd. 2017 Article PeerReviewed https://www.scopus.com/inward/record.uri?eid=2-s2.0-85015165870&doi=10.1504%2fIJBIR.2017.082829&partnerID=40&md5=077206fd33d406fa21bdfdfb22147495 Khan, H. and Dominic, P.D.D. (2017) Performance measure of online system acceptance and customer satisfaction through airlines websites in Malaysia. International Journal of Business Innovation and Research, 12 (4). pp. 508-524. http://eprints.utp.edu.my/20281/
institution Universiti Teknologi Petronas
collection UTP Institutional Repository
description Online system and websites are the new emerging channels by the companies to attract the customers around the globe. The online system provides the valuable information about the company's product and services. Customers can acquire all information from the company's website. This paper aims to measure the customer satisfaction with airline websites along with customer acceptance of online system. This means to be a new research area for the information system acceptance researcher. Data was collected from 130 respondents who use airline website for making their travel related decision. A survey approach was used to gather data by administering the questionnaire to the target customers. Statistical tests including correlation, regression and exploratory factor analysis are applied to test on data resulted in support of all hypothesis. The result indicates that all independent variables have strong significant impact on customer satisfaction with online system acceptance and with customer satisfaction. Copyright © 2017 Inderscience Enterprises Ltd.
format Article
author Khan, H.
Dominic, P.D.D.
spellingShingle Khan, H.
Dominic, P.D.D.
Performance measure of online system acceptance and customer satisfaction through airlines websites in Malaysia
author_sort Khan, H.
title Performance measure of online system acceptance and customer satisfaction through airlines websites in Malaysia
title_short Performance measure of online system acceptance and customer satisfaction through airlines websites in Malaysia
title_full Performance measure of online system acceptance and customer satisfaction through airlines websites in Malaysia
title_fullStr Performance measure of online system acceptance and customer satisfaction through airlines websites in Malaysia
title_full_unstemmed Performance measure of online system acceptance and customer satisfaction through airlines websites in Malaysia
title_sort performance measure of online system acceptance and customer satisfaction through airlines websites in malaysia
publisher Inderscience Enterprises Ltd.
publishDate 2017
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85015165870&doi=10.1504%2fIJBIR.2017.082829&partnerID=40&md5=077206fd33d406fa21bdfdfb22147495
http://eprints.utp.edu.my/20281/
_version_ 1741196346657865728
score 11.62408

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