The Formation of Employee Satisfaction with Airline Information Systems

ABSTRACT

Ensuring end users (i.e., employees) are able and willing to use advanced airline information systems (IS) is critical for airlines to gain operational efficiency and passenger satisfaction. Despite the importance of end-user satisfaction (EUS) with IS, there have been no prior studies examining the extent of the applicability of previous theoretical constructs of EUS in the context of airline IS. We integrate the major antecedents of EUS into a proposed EUS model for airline IS and collect data via a questionnaire survey from service operational employees of eight airlines to test the model. The results indicate that although the actual and expected performance of an IS are two determinants of EUS, equitable needs fulfillment has the largest impact on EUS. Conversely, we find that equity sensitivity and involvement congruence have no significant impact on EUS. This article contributes to research by identifying the factors that yield EUS with airline IS and provides managerial insights on successful IS management in the airline industry.

Keywords:

• Airline information systems
• satisfaction
• equity
• involvement

Acknowledgments

The authors thank the anonymous referees for their helpful comments on an earlier version of this article. This research was supported in part by The Hong Kong Polytechnic University (Grant number A-PG86).