1,528
Views
11
CrossRef citations to date
0
Altmetric
Article

Review of studies on airline website evaluation

&
Pages 60-75 | Received 06 Feb 2018, Accepted 20 Jun 2018, Published online: 30 Jul 2018

References

  • Barnes, S. J., & Vidgen, R. T. (2002). An integrative approach to the assessment of e-commerce quality. Journal of Electronic Commerce Research, 3(3), 114–127.
  • Barry, C., Hogan, M., & Torres, A. M. (2011). Low-cost carriers and high-tech barriers: User views on questionable web design practices in Ireland. Irish Journal of Management, 31(1), 43.
  • Benckendorff, P. (2006). An exploratory analysis of traveler preferences for airline website content. Information Technology & Tourism, 8, 149–159.
  • Bhattacherjee, A., & Premkumar, G. (2004). Understanding changes in belief and attitude toward information technology usage: A theoretical model and longitudinal test. MIS Quarterly, 28(2), 229–254.
  • Cao, K., & Yang, Z. (2016). A study of e-commerce adoption by tourism websites in China. Journal of Destination Marketing & Management, 5(3), 283–289.
  • Chiou, W. C., Lin, C. C., & Perng, C. (2010). A strategic framework for website evaluation based on a review of the literature from 1995–2006. Information & Management, 47(5), 282–290.
  • Chu, R. (2001). What online Hong Kong travelers look for on airline/travel websites? International Journal of Hospitality Management, 20(1), 95–100.
  • Chung, T., & Law, R. (2003). Developing a performance indicator for hotel websites. International Journal of Hospitality Management, 22(1), 119–125.
  • Crespo-Almendros, E., & Del Barrio-García, S. (2016). Online airline ticket purchasing: Influence of online sales promotion type and Internet experience. Journal of Air Transport Management, 53, 23–34.
  • Davis, F. D. (1985). A technology acceptance model for empirically testing new end-user information systems: Theory and results. (Doctoral dissertation). Massachusetts Institute of Technology.
  • Díaz, E., & Martín-Consuegra, D. (2016). A latent class segmentation analysis of airlines based on website evaluation. Journal of Air Transport Management, 55, 20–40.
  • Díaz, J., Rusu, C., & Collazos, C. A. (2017). Experimental validation of a set of cultural-oriented usability heuristics: E-Commerce websites evaluation. Computer Standards & Interfaces, 50, 160–178.
  • Dickinger, A., & Stangl, B. (2013). Website performance and behavioral consequences: A formative measurement approach. Journal of Business Research, 66(6), 771–777.
  • Dominic, P. D. D., & Khan, H. (2014, November). Performance measure of airline websites using analytical hierarchy process & fuzzy analytical hierarchy process. In 2014 IEEE International Conference on Control System, Computing and Engineering (ICCSCE) (pp. 530–535). IEEE.
  • easyJet plc. (2016). Annual report and accounts 2016. Retrieved from http://corporate.easyjet.com/~/media/Files/E/Easyjet/pdf/investors/result-center-investor/annual-report-2016.pdf
  • Economides, A. A., & Apostolou, G. (2009). User-centered evaluation of airlines’ websites. International Journal of Digital Culture and Electronic Tourism, 1(4), 280–301.
  • Elberkawi, E. K., El-Firjani, N. F., Maatuk, A. M., & Aljawarneh, S. A. (2016, September). Usability evaluation of web-based systems: A new method and results. In International Conference on Engineering & MIS (ICEMIS) (pp. 1–5). IEEE.
  • Elkhani, N., Soltani, S., & Bakri, A. (2013). An effective model for evaluating website quality considering customer satisfaction and loyalty: Evidence of airline websites. IJCSI International Journal of Computer Science Issues, 10(2), 109–117.
  • Elkhani, N., Soltani, S., & Jamshidi, M. H. M. (2014). Examining a hybrid model for e-satisfaction and e-loyalty to e-ticketing on airline websites. Journal of Air Transport Management, 37, 36–44.
  • Escobar-Rodríguez, T., & Carvajal-Trujillo, E. (2014). Online purchasing tickets for low cost carriers: An application of the unified theory of acceptance and use of technology (UTAUT) model. Tourism Management, 43, 70–88.
  • Feng, R., Morrison, A. M., & Ismail, J. A. (2004). East versus West: A comparison of online destination marketing in China and the USA. Journal of Vacation Marketing, 10(1), 43–56.
  • Flavián, C., Guinalíu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43(1), 1–14.
  • Forgas-Coll, S., Palau-Saumell, R., Sánchez-García, J., & Fandos-Roig, J. C. (2013). Airline website loyalty formation and the moderating effects of gender and education. Service Business, 7(2), 255–274.
  • Han, J. H., & Mills, J. E. (2006). Zero acquaintance benchmarking at travel destination websites: What is the first impression that national tourism organizations try to make? International Journal of Tourism Research, 8(6), 405–430.
  • Harison, E., & Boonstra, A. (2008). Reaching new altitudes in e-commerce: Assessing the performance of airline websites. Journal of Air Transport Management, 14(2), 92–98.
  • Harison, E., & Boonstra, A. (2009). Assessing the performance of airline web sites: The ARTFLY case. Journal of Cases on Information Technology (JCIT), 11(1), 47–64.
  • Idyawati, H., Mahmud, M., & Tap, A. O. M. (2010, December). User experience: Assessing the effectiveness of internet booking service. In 2010 International Conference on User Science and Engineering (i-USEr) (pp. 1–6). IEEE.
  • International Air Transport Association. (2016). IATA airline distribution online study. The Future of Airline Distribution, 2016-2021. Retrieved from http://www.iata.org/whatwedo/airline-distribution/ndc/Documents/ndc-future-airline-distribution-report.pdf
  • International Civil Aviation Organization. (2017). Economic development of air transport - low cost carriers (LCCs). Retrieved from https://www.icao.int/sustainability/Pages/Low-Cost-Carriers.aspx
  • International Telecommunication Union. (2017). ICT facts and figures 2017. Retrieved from https://www.itu.int/en/ITU-D/Statistics/Documents/facts/ICTFactsFigures2017.pdf
  • Ip, C., Law, R., & Lee, H. A. (2011). A review of website evaluation studies in the tourism and hospitality fields from 1996 to 2009. International Journal of Tourism Research, 13(3), 234–265.
  • Jeon, M. M., & Jeong, M. (2017). Customers’ perceived website service quality and its effects on e-loyalty. International Journal of Contemporary Hospitality Management, 29(1), 438–457.
  • Kim, H. B., Kim, T. T., & Shin, S. W. (2009). Modeling roles of subjective norms and eTrust in customers’ acceptance of airline B2C eCommerce websites. Tourism Management, 30(2), 266–277.
  • Law, R., Bai, B., & Leung, B. (2008). Travel website uses and cultural influence: A comparison between American and Chinese travelers. Information Technology & Tourism, 10(3), 215–225.
  • Law, R., & Hsu, C. H. (2006). Importance of hotel website dimensions and attributes: Perceptions of online browsers and online purchasers. Journal of Hospitality & Tourism Research, 30(3), 295–312.
  • Law, R., & Leung, R. (2000). A study of airlines’ online reservation services on the Internet. Journal of Travel Research, 39(2), 202–211.
  • Law, R., Qi, S., & Buhalis, D. (2010). Progress in tourism management: A review of website evaluation in tourism research. Tourism Management, 31(3), 297–313.
  • Lee, F. H., & Wu, W. Y. (2011). Moderating effects of technology acceptance perspectives on e-service quality formation: Evidence from airline websites in Taiwan. Expert Systems with Applications, 38(6), 7766–7773.
  • Li, X., & Wang, Y. (2010). Evaluating the effectiveness of destination marketing organisations’ websites: Evidence from China. International Journal of Tourism Research, 12(5), 536–549.
  • Li, X., & Wang, Y. (2011). Measuring the effectiveness of US official state tourism websites. Journal of Vacation Marketing, 17(4), 287–302.
  • Lu, Y., Deng, Z., & Wang, B. (2007). Analysis and evaluation of tourism e-commerce websites in China. International Journal of Services, Economics and Management, 1(1), 6–23.
  • Murillo, B., Vargas, S., Moquillaza, A., Fernández, L., & Paz, F. (2017, July). Usability testing as a complement of heuristic evaluation: A case study. In International conference of design, user experience, and usability (pp. 434–444). Springer, Cham.
  • Nielsen, J. (1999). Designing web usability: The practice of simplicity. Thousand Oaks, CA: New Riders Publishing.
  • Nielsen, J. (2012). Usability 101: Introduction to usability. Retrieved from http://www.nngroup.com/articles/usability-101-introduction-to-usability/
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460–469.
  • Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 64(4), 33–44.
  • Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.
  • Park, Y. A., & Gretzel, U. (2007). Success factors for destination marketing web sites: A qualitative meta-analysis. Journal of Travel Research, 46(1), 46–63.
  • Paz, F., Paz, F. A., & Pow-Sang, J. A. (2016). Evaluation of usability heuristics for transactional web sites: A comparative study. In Information technology: New generations (pp. 1063–1073). Springer, Cham.
  • Paz, F., Villanueva, D., Rusu, C., Roncagliolo, S., & Pow-Sang, J. A. (2013, April). Experimental evaluation of usability heuristics. In 2013 Tenth International Conference on Information Technology: New Generations (ITNG) (pp. 119–126). IEEE. doi:10.1016/j.jecp.2013.08.005
  • Perdue, R. R. (2002). Internet site evaluations: The influence of behavioral experience, existing images, and selected website characteristics. Journal of Travel & Tourism Marketing, 11(2–3), 21–38.
  • Sam, M., Fazli, M., & Tahir, M. N. H. (2009). Website quality and consumer online purchase intention of air ticket. International Journal of Basic & Applied Sciences, 9(10), 20–25.
  • Schmidt, S., Cantallops, A. S., & Dos Santos, C. P. (2008). The characteristics of hotel websites and their implications for website effectiveness. International Journal of Hospitality Management, 27(4), 504–516.
  • Senthilkumar, N., Tamizharasan, T., & Anandakrishnan, V. (2014). Experimental investigation and performance analysis of cemented carbide inserts of different geometries using Taguchi based grey relational analysis. Measurement, 58, 520–536.
  • Shchiglik, C., & Barnes, S. J. (2004). Evaluating website quality in the airline industry. Journal of Computer Information Systems, 44(3), 17–25.
  • Spreng, R. A., & Page, T. J. (2003). A test of alternative measures of disconfirmation. Decision Sciences, 34(1), 31–62.
  • Stockdale, R., & Borovicka, M. (2007). Developing a model for supporting quality in restaurant websites: A pilot study. Journal of Foodservice Business Research, 10(1), 51–76.
  • Sun, S., Fong, D. K. C., Law, R., & He, S. (2017). An updated comprehensive review of website evaluation studies in hospitality and tourism. International Journal of Contemporary Hospitality Management, 29(1), 355–373.
  • Tsai, W. H., Chou, W. C., & Leu, J. D. (2011). An effectiveness evaluation model for the web-based marketing of the airline industry. Expert Systems with Applications, 38(12), 15499–15516.
  • Vatansever, K., & Akgűl, Y. (2018). Performance evaluation of websites using entropy and grey relational analysis methods: The case of airline companies. Decision Science Letters, 7(2), 119–130.
  • Wani, M., Raghavan, V., Abraham, D., & Kleist, V. (2017). Beyond utilitarian factors: User experience and travel company website successes. Information Systems Frontiers, 19, 769–785.
  • Wolfinbarger, M., & Gilly, M. (2003). eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183–198.
  • Xie, Z. C., & Barnes, S. J. (2008). Web site quality in the UK airline industry: A longitudinal examination. Journal of Computer Information Systems, 49(2), 50–57.
  • Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31–45.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.