Evaluating website quality in the airline industry

Shchiglik, Clarry and Barnes, Stuart J. (2004) Evaluating website quality in the airline industry. Journal of Computer Information Systems, 44 (3). pp. 17-25.

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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.

Item Type: Article
Uncontrolled 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
Faculty \ School: Faculty of Social Sciences > Norwich Business School
Depositing User: Pure Connector
Date Deposited: 04 Dec 2013 12:18
Last Modified: 07 Aug 2023 16:30
URI: https://ueaeprints.uea.ac.uk/id/eprint/45119
DOI: 10.1080/08874417.2004.11647578

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