Relationship Between Online Service Quality Dimensions and Customers' Satisfaction: A Study of Electronic Ticketing (e-Ticketing) System in Airasia Berhad

Airline electronic ticketing (e-ticket) system is an alternative marketing strategy implemented by airline companies to serve their customers via Internet infrastructure. Most of the airline companies employ e-ticket system in order to increase business value, reduce business operating expenses, exp...

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Main Author:	Mohd Azmi, Che Ahmad
Format:	Thesis
Language:	eng eng
Published:	2011
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/2677/1/Mohd_Azmi_Che_Ahmad.pdf https://etd.uum.edu.my/2677/2/1.Mohd_Azmi_Che_Ahmad.pdf
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id	my-uum-etd.2677
record_format	uketd_dc
spelling	my-uum-etd.26772022-12-19T07:35:20Z Relationship Between Online Service Quality Dimensions and Customers' Satisfaction: A Study of Electronic Ticketing (e-Ticketing) System in Airasia Berhad 2011 Mohd Azmi, Che Ahmad Mohd Yunus, Jasmani Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5001-6182 Business Airline electronic ticketing (e-ticket) system is an alternative marketing strategy implemented by airline companies to serve their customers via Internet infrastructure. Most of the airline companies employ e-ticket system in order to increase business value, reduce business operating expenses, explore new customers market and increase customers' satisfaction. One of key challenges of online service is how to manage service quality, which holds a significant importance of customer satisfaction. This study was designed to examine the relationship between online service quality dimensions with AirAsia customers' satisfaction towards e-ticket system. This study was also used technology readiness dimension to investigate the moderating effect of its on relationship between online service quality dimensions and customers' satisfaction. The sample used was from 139 AirAsia customers in UUM Kuala Lumpur and the empirical data were gathered by using structured questionnaire. From five selected online service quality dimensions; functionality, efficiency, convenience, and ease of use were shown to have a strong impact on customers' satisfaction, while only privacy shown the negative impact on customers' satisfaction. Subsequently, technology readiness was found to have a strong moderating effect on the relationship between online service quality dimensions and customers' satisfaction in e-ticket system. Finally, it was also found that technology readiness has a strong and significant relationship with customers' satisfaction. 2011 Thesis https://etd.uum.edu.my/2677/ https://etd.uum.edu.my/2677/1/Mohd_Azmi_Che_Ahmad.pdf text eng public https://etd.uum.edu.my/2677/2/1.Mohd_Azmi_Che_Ahmad.pdf text eng public masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Mohd Yunus, Jasmani
topic	HF5001-6182 Business
spellingShingle	HF5001-6182 Business Mohd Azmi, Che Ahmad Relationship Between Online Service Quality Dimensions and Customers' Satisfaction: A Study of Electronic Ticketing (e-Ticketing) System in Airasia Berhad
description	Airline electronic ticketing (e-ticket) system is an alternative marketing strategy implemented by airline companies to serve their customers via Internet infrastructure. Most of the airline companies employ e-ticket system in order to increase business value, reduce business operating expenses, explore new customers market and increase customers' satisfaction. One of key challenges of online service is how to manage service quality, which holds a significant importance of customer satisfaction. This study was designed to examine the relationship between online service quality dimensions with AirAsia customers' satisfaction towards e-ticket system. This study was also used technology readiness dimension to investigate the moderating effect of its on relationship between online service quality dimensions and customers' satisfaction. The sample used was from 139 AirAsia customers in UUM Kuala Lumpur and the empirical data were gathered by using structured questionnaire. From five selected online service quality dimensions; functionality, efficiency, convenience, and ease of use were shown to have a strong impact on customers' satisfaction, while only privacy shown the negative impact on customers' satisfaction. Subsequently, technology readiness was found to have a strong moderating effect on the relationship between online service quality dimensions and customers' satisfaction in e-ticket system. Finally, it was also found that technology readiness has a strong and significant relationship with customers' satisfaction.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Mohd Azmi, Che Ahmad
author_facet	Mohd Azmi, Che Ahmad
author_sort	Mohd Azmi, Che Ahmad
title	Relationship Between Online Service Quality Dimensions and Customers' Satisfaction: A Study of Electronic Ticketing (e-Ticketing) System in Airasia Berhad
title_short	Relationship Between Online Service Quality Dimensions and Customers' Satisfaction: A Study of Electronic Ticketing (e-Ticketing) System in Airasia Berhad
title_full	Relationship Between Online Service Quality Dimensions and Customers' Satisfaction: A Study of Electronic Ticketing (e-Ticketing) System in Airasia Berhad
title_fullStr	Relationship Between Online Service Quality Dimensions and Customers' Satisfaction: A Study of Electronic Ticketing (e-Ticketing) System in Airasia Berhad
title_full_unstemmed	Relationship Between Online Service Quality Dimensions and Customers' Satisfaction: A Study of Electronic Ticketing (e-Ticketing) System in Airasia Berhad
title_sort	relationship between online service quality dimensions and customers' satisfaction: a study of electronic ticketing (e-ticketing) system in airasia berhad
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2011
url	https://etd.uum.edu.my/2677/1/Mohd_Azmi_Che_Ahmad.pdf https://etd.uum.edu.my/2677/2/1.Mohd_Azmi_Che_Ahmad.pdf
_version_	1776103601798643712

Relationship Between Online Service Quality Dimensions and Customers' Satisfaction: A Study of Electronic Ticketing (e-Ticketing) System in Airasia Berhad

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