This document summarizes a research paper that studied customer attitudes toward online service quality of low-cost airlines. It assessed five dimensions of online service quality - privacy, functionality & offerings, efficient transactions, technical functionality, and merchandise. It also measured the overall service performance of low-cost airlines in terms of website performance and consumer loyalty. The paper discussed the demographic profile of online users and validated the scales used to measure service quality and performance. Factor analysis was used to reduce the number of questionnaire items into meaningful factors for analysis. The study aimed to provide insights into how low-cost airlines can enhance online service quality and business performance.
IOSR Journal of Business and Management (IOSR-JBM) is an open access international journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
The internet is being developed rapidly since last two decades, and with relevant digital economy that is driven by information technology also being developed worldwide. After a long term development of internet, which rapidly increased web users and highly speed internet connection, and some new technology also have been developed and used for web developing, those lead to firms can promote and enhance images of product and services through web site. Therefore, detailed product information and improved service attracts more and more people changed their consumer behaviour from the traditional mode to more rely on the internet shopping. On the other hand, more companies have realized that the consumer behaviour transformation is unavoidable trend, and thus change their marketing strategy. As the recent researches have indicated that, the internet shopping particularly in business to consumer (B2C) has risen and online shopping become more popular to many people. According to the report, The Emerging Digital Economy II, published by the US Department of Commerce, in some companies, the weight of e-commerce in total sales is quite high. For instance, the Dell computer company have reached 18 million dollars sales through the internet during the first quarter of 1999. As a result, about 30% of its 5.5 billion dollars total sales were achieved through the internet (Moon, 2004). Therefore, to understand internet shopping and its impact on consumer behaviour could help companies making use of it as a form of doing e-business.
There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides. First of all, the internet offers different kind of convenience to consumers. Obviously, consumers do not need go out looking for product information as the internet can help them to search from online sites, and it also helps evaluate between each sites to get the cheapest price for purchase. Furthermore, the internet can enhance consumer use product more efficiently and effectively than other channels to satisfy their needs. Through the different search engines, consumers save time to access to the consumption related information, and which information with mixture of images, sound, and very detailed text description to help consumer learning and choosing the most suitable product (Moon, 2004). However, internet shopping has potential risks for the customers, such as payment safety, and after service. Due to the internet technology developed, internet payment recently becomes prevalent way for purchasing goods from the internet. Internet payment increase consumptive efficiency, at the same time, as its virtual property reduced internet security. After service is another way to stop customer shopping online. It is not like traditional retail, customer has risk that some after service should face to face serve, and especially in some complicated goods.
A study of how application usage can help increase consumer satisfaction for ...Abeer Raza
This study uses regression analysis to determine the effects of mobile applications on consumer satisfaction. The paper focuses on the impact of mobile application usage on consumer behavior with regards to consumer engagement and brand loyalty. The author also looks into understanding the different factors within a mobile app that increases consumer satisfaction. This approach helps identify not just the factors themselves and their benefits but also their contribution in cultivating a long-term relationship between consumers and businesses.
Factors Influencing the E-Shoppers Perception towards E-Shopping (A Study wit...Dr. Amarjeet Singh
Purpose: The study focuses on identifying and exploring the various factors influencing the e-shoppers perception towards e-shopping.
Design / methodology / approach: A research model is developed based on the literature. For the purpose of study data collected from 100 e-shoppers belonged to Wardha City of Maharashtra. By using in structured questionnaire, descriptive statistical measure like mean has been used for analyzing the data.
Findings: The results reveal that the seven key factors like convenience, time saving, home delivery, price advantage, more choice, reliability and security significantly influenced the e-shoppers perception on e-shopping.
Contribution of the study: The result of this study provides a valuable reference to the e-marketers to understand the factors influencing e-shoppers perception. They can further sharpen their marketing strategies to attract and retain their customers.
IOSR Journal of Business and Management (IOSR-JBM) is an open access international journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
The internet is being developed rapidly since last two decades, and with relevant digital economy that is driven by information technology also being developed worldwide. After a long term development of internet, which rapidly increased web users and highly speed internet connection, and some new technology also have been developed and used for web developing, those lead to firms can promote and enhance images of product and services through web site. Therefore, detailed product information and improved service attracts more and more people changed their consumer behaviour from the traditional mode to more rely on the internet shopping. On the other hand, more companies have realized that the consumer behaviour transformation is unavoidable trend, and thus change their marketing strategy. As the recent researches have indicated that, the internet shopping particularly in business to consumer (B2C) has risen and online shopping become more popular to many people. According to the report, The Emerging Digital Economy II, published by the US Department of Commerce, in some companies, the weight of e-commerce in total sales is quite high. For instance, the Dell computer company have reached 18 million dollars sales through the internet during the first quarter of 1999. As a result, about 30% of its 5.5 billion dollars total sales were achieved through the internet (Moon, 2004). Therefore, to understand internet shopping and its impact on consumer behaviour could help companies making use of it as a form of doing e-business.
There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides. First of all, the internet offers different kind of convenience to consumers. Obviously, consumers do not need go out looking for product information as the internet can help them to search from online sites, and it also helps evaluate between each sites to get the cheapest price for purchase. Furthermore, the internet can enhance consumer use product more efficiently and effectively than other channels to satisfy their needs. Through the different search engines, consumers save time to access to the consumption related information, and which information with mixture of images, sound, and very detailed text description to help consumer learning and choosing the most suitable product (Moon, 2004). However, internet shopping has potential risks for the customers, such as payment safety, and after service. Due to the internet technology developed, internet payment recently becomes prevalent way for purchasing goods from the internet. Internet payment increase consumptive efficiency, at the same time, as its virtual property reduced internet security. After service is another way to stop customer shopping online. It is not like traditional retail, customer has risk that some after service should face to face serve, and especially in some complicated goods.
A study of how application usage can help increase consumer satisfaction for ...Abeer Raza
This study uses regression analysis to determine the effects of mobile applications on consumer satisfaction. The paper focuses on the impact of mobile application usage on consumer behavior with regards to consumer engagement and brand loyalty. The author also looks into understanding the different factors within a mobile app that increases consumer satisfaction. This approach helps identify not just the factors themselves and their benefits but also their contribution in cultivating a long-term relationship between consumers and businesses.
Factors Influencing the E-Shoppers Perception towards E-Shopping (A Study wit...Dr. Amarjeet Singh
Purpose: The study focuses on identifying and exploring the various factors influencing the e-shoppers perception towards e-shopping.
Design / methodology / approach: A research model is developed based on the literature. For the purpose of study data collected from 100 e-shoppers belonged to Wardha City of Maharashtra. By using in structured questionnaire, descriptive statistical measure like mean has been used for analyzing the data.
Findings: The results reveal that the seven key factors like convenience, time saving, home delivery, price advantage, more choice, reliability and security significantly influenced the e-shoppers perception on e-shopping.
Contribution of the study: The result of this study provides a valuable reference to the e-marketers to understand the factors influencing e-shoppers perception. They can further sharpen their marketing strategies to attract and retain their customers.
The effects of the online customer experience on customer loyalty in e-retailersIJAEMSJORNAL
The modern world has seen significant growth in the e-commerce industry in terms of volume and acceptance among customers. E-commerce has changed the behavior of shoppers depending on various factors such as easy accessibility and availability of a wider range of products and services. Now, customer retention has become a challenge for any company because there is so much competition. This article seeks to further understand the online customer experience and examine the customer experience in online sales and its impact on customer loyalty. However, empirical research on online customer experience and loyalty is scarce. The aims of this study are unique to two cases. The first is to examine the effect of online customer experience on customer responses to e-commerce retailer Digikala in Iran, given that two dimensions of online customer experience including empirical and emotional states are considered as customer experience evaluation tools. Each of these two dimensions is about explaining customer loyalty. Customer Experience is a new field of competition for brands to create an effective customer experience. This is the key to distinguishing brand names from one another, and lacking appropriate solutions for managing the customer experience will affect all aspects of the business, given the importance of the online customer experience in loyalty and maintaining a competitive advantage. Research is important and can have beneficial implications for entrepreneurship and formulating organizational strategies.
In this presentation we will discuss the importance of internet marketing, How internet related to business, and many more interesting topic related to internet.
Over the last decade and a half, the idea of online loyalty has been studied highly
in the literature, and still it endures to be a topic of persistent inquiry for both
researchers and companies. The incredible development of the Internet for both
marketing and online environment, in combination with the increasing desire of
customers to purchase online, has helped the development of diverse e-loyalty research
models. Literature on online shopping suggests trust on a brand and online shopping
as two main drivers for evolving effective long-term relationship but astonishingly a
complete model describing all major antecedents and consequences of trust on a brand
and online shopping is not available in the existing body of knowledge. All independent
factors in the model were individualistically predictive of intent to shop online and
supported the theoretical model by demonstrating the predicted direction of the
relationship
An Empirical Study on the Mediating Effect of E-Service Recovery Satisfaction...iosrjce
In the era of Internet and the accelerating rate of using the e-context as a marketing tool by wide
range of companies, customer retention becomes a crucial element in firm’s survival. Losing customers to
competitors in e-context is a constant threat as it is a click away .The current study aims at at investigating the
influence of five customer factors namely; E-Trust, Prior Experience, Customer’s Perception of Feedback, ELoyalty
and Digital Awareness on Customer Retention. The study has investigated whether E-Service Recovery
Satisfaction (E-SRS) has a mediating role on these relations in Airline Industry in Malaysia. A questionnaire is
designed as a data collection tool. The unit of analysis is Malaysian passengers who used the local Airlines and
faced a service failure. Sequential Equation Modeling is employed to analyze the data collected using closedended
multiple choice questionnaire.
3 ijaems sept-2015-4-mining consumer knowledge from shopping experience a ca...INFOGAIN PUBLICATION
E_Commerce becomes far much popular in recent years. E Commerce nowadays is almost everywhere. People go through online ; meanwhile, they are more and more accustomed to buy goods via E_Commerce channel. - The E-Commerce web sites are facing lots of problems today. Customers prefer traditional way to purchase the products and not from E-Commerce web sites. If we see the history of E-Commerce, then we get that E-Commerce is the purpose of Internet and the web to conduct business Even in recession, it is thriving and has become one of the most important consumption modes. This study uses cluster analysis to identify the profiles of E_Commerce consumers. The rules between E_Commerce spokespersons and commodities from consumers are recognized by using association analysis. Depicting the marketing knowledge map of spokespersons, the best endorsement portfolio is found out to make recommendations. By the analysis of spokespersons, period, customer profiles and products, four business modes of E_Commerce are proposed for consumers: new product, knowledge, low price and luxury product; the related recommendations are also provided for the industry reference.
• The project was undertaken to find out the perception of the consumer of buying grocery items through online website.
• The project studied factors like- Attributes of online shopping website which the consumer prefers, issues regarding the online shopping and the perception of the consumer towards shopping of grocery items through online portals.
ONLINE SHOPPING IN SAUDI ARABIA: OPPORTUNITIES AND CHALLENGESijmvsc
This paper examines the application of online shopping in Saudi Arabia, with a focus on opportunities and challenges. As few studies to date have investigated this topic, the current inquiry provides a valuable contribution. In investigating these opportunities and challenges, both quantitative and qualitative
research methods have been used, as well as primary sources to collect more useful information and data. Results reveal that there is a lack of supervisory agencies in Saudi Arabia regarding online shopping. There is a lack of awareness among consumers, particularly concerning issues that relate to trust and privacy within the opportunities for online shopping. Internet technology presents an opportunity for growth and the establishment of SADAD, an online payment option, provides a more trusted environment and Saudi Post has established "E-Mall", which is a service whereby electronic pages are provided for companies to sell their electronic products without the need to build websites. The diversity and multiplicity of logistics companies and the intention and vision of the Saudi Government have combined to develop an electronic and technology environment in the country.
International Journal of Computational Engineering Research(IJCER)ijceronline
International Journal of Computational Engineering Research(IJCER) is an intentional online Journal in English monthly publishing journal. This Journal publish original research work that contributes significantly to further the scientific knowledge in engineering and Technology.
The growing use of Internet in India provides varied opportunities for online shopping from both customer and seller perspective. If Electronic marketers (E-Marketers) know the factors affecting online Indian behavior, the relationships between these factors and the type of online buyers, they can further develop their marketing strategies to convert potential buyers into active buyerswhile retainingits original customer base. This study focuses on the factors which online buyers takes into consideration while shopping online. This research will help in finding the impact of e-market on customers’ purchasing patterns and how their security and privacy concerns about online marketinginfluences their online buying behavior. The study will further encompass the various important inputs which will equip the marketers for creating online marketing more lucrative and assured by adding value to the existing services.
Research Paper: Consumer Trust and Perceived Risk in B2C E CommerceTanzir Islam
This research paper was created by a group of students of Institute of Business Administration, University of Dhaka as their term paper for the course Research Methods.
Topic of the research paper: Consumer Trust and Perceived Risk in B2C E-commerce
Determinants Of Customer Participation In Online Shoppinginventionjournals
This research aims to examine and explain the determinants of customer participation in online shopping.The approach of Partial Least Square (PLS) with Smart PLS software is employed in this study to analyze cross section data and prove the hypotheses proposed in the research. The sample of the study includes students of Mulawarman University who used to do online shopping. The participants were recruited through snowball technique.This study shows that only five of the nine hypotheses are supported; the other four are not supported or accept Ha and reject H0. The construct of the ability of vendor has a positive effect on trust, but not significant. Furthermore, the ability has a significant negative effect on transaction-perceived risk. The ability to influence vendor participation in online shopping has no significant effect, while experience has a significant positive effect on trust. On the other hand, experience has a significant negative effect on transaction-perceived risk. Experience has a significant positive effect on online shopping participation. Trust has a significant negative effect on transaction-perceived risk; however, it has a positive influence on online shopping participation, yet not significant. Last, perceived-transaction risk has an insignificant positive effect on online shopping participation
The effects of the online customer experience on customer loyalty in e-retailersIJAEMSJORNAL
The modern world has seen significant growth in the e-commerce industry in terms of volume and acceptance among customers. E-commerce has changed the behavior of shoppers depending on various factors such as easy accessibility and availability of a wider range of products and services. Now, customer retention has become a challenge for any company because there is so much competition. This article seeks to further understand the online customer experience and examine the customer experience in online sales and its impact on customer loyalty. However, empirical research on online customer experience and loyalty is scarce. The aims of this study are unique to two cases. The first is to examine the effect of online customer experience on customer responses to e-commerce retailer Digikala in Iran, given that two dimensions of online customer experience including empirical and emotional states are considered as customer experience evaluation tools. Each of these two dimensions is about explaining customer loyalty. Customer Experience is a new field of competition for brands to create an effective customer experience. This is the key to distinguishing brand names from one another, and lacking appropriate solutions for managing the customer experience will affect all aspects of the business, given the importance of the online customer experience in loyalty and maintaining a competitive advantage. Research is important and can have beneficial implications for entrepreneurship and formulating organizational strategies.
In this presentation we will discuss the importance of internet marketing, How internet related to business, and many more interesting topic related to internet.
Over the last decade and a half, the idea of online loyalty has been studied highly
in the literature, and still it endures to be a topic of persistent inquiry for both
researchers and companies. The incredible development of the Internet for both
marketing and online environment, in combination with the increasing desire of
customers to purchase online, has helped the development of diverse e-loyalty research
models. Literature on online shopping suggests trust on a brand and online shopping
as two main drivers for evolving effective long-term relationship but astonishingly a
complete model describing all major antecedents and consequences of trust on a brand
and online shopping is not available in the existing body of knowledge. All independent
factors in the model were individualistically predictive of intent to shop online and
supported the theoretical model by demonstrating the predicted direction of the
relationship
An Empirical Study on the Mediating Effect of E-Service Recovery Satisfaction...iosrjce
In the era of Internet and the accelerating rate of using the e-context as a marketing tool by wide
range of companies, customer retention becomes a crucial element in firm’s survival. Losing customers to
competitors in e-context is a constant threat as it is a click away .The current study aims at at investigating the
influence of five customer factors namely; E-Trust, Prior Experience, Customer’s Perception of Feedback, ELoyalty
and Digital Awareness on Customer Retention. The study has investigated whether E-Service Recovery
Satisfaction (E-SRS) has a mediating role on these relations in Airline Industry in Malaysia. A questionnaire is
designed as a data collection tool. The unit of analysis is Malaysian passengers who used the local Airlines and
faced a service failure. Sequential Equation Modeling is employed to analyze the data collected using closedended
multiple choice questionnaire.
3 ijaems sept-2015-4-mining consumer knowledge from shopping experience a ca...INFOGAIN PUBLICATION
E_Commerce becomes far much popular in recent years. E Commerce nowadays is almost everywhere. People go through online ; meanwhile, they are more and more accustomed to buy goods via E_Commerce channel. - The E-Commerce web sites are facing lots of problems today. Customers prefer traditional way to purchase the products and not from E-Commerce web sites. If we see the history of E-Commerce, then we get that E-Commerce is the purpose of Internet and the web to conduct business Even in recession, it is thriving and has become one of the most important consumption modes. This study uses cluster analysis to identify the profiles of E_Commerce consumers. The rules between E_Commerce spokespersons and commodities from consumers are recognized by using association analysis. Depicting the marketing knowledge map of spokespersons, the best endorsement portfolio is found out to make recommendations. By the analysis of spokespersons, period, customer profiles and products, four business modes of E_Commerce are proposed for consumers: new product, knowledge, low price and luxury product; the related recommendations are also provided for the industry reference.
• The project was undertaken to find out the perception of the consumer of buying grocery items through online website.
• The project studied factors like- Attributes of online shopping website which the consumer prefers, issues regarding the online shopping and the perception of the consumer towards shopping of grocery items through online portals.
ONLINE SHOPPING IN SAUDI ARABIA: OPPORTUNITIES AND CHALLENGESijmvsc
This paper examines the application of online shopping in Saudi Arabia, with a focus on opportunities and challenges. As few studies to date have investigated this topic, the current inquiry provides a valuable contribution. In investigating these opportunities and challenges, both quantitative and qualitative
research methods have been used, as well as primary sources to collect more useful information and data. Results reveal that there is a lack of supervisory agencies in Saudi Arabia regarding online shopping. There is a lack of awareness among consumers, particularly concerning issues that relate to trust and privacy within the opportunities for online shopping. Internet technology presents an opportunity for growth and the establishment of SADAD, an online payment option, provides a more trusted environment and Saudi Post has established "E-Mall", which is a service whereby electronic pages are provided for companies to sell their electronic products without the need to build websites. The diversity and multiplicity of logistics companies and the intention and vision of the Saudi Government have combined to develop an electronic and technology environment in the country.
International Journal of Computational Engineering Research(IJCER)ijceronline
International Journal of Computational Engineering Research(IJCER) is an intentional online Journal in English monthly publishing journal. This Journal publish original research work that contributes significantly to further the scientific knowledge in engineering and Technology.
The growing use of Internet in India provides varied opportunities for online shopping from both customer and seller perspective. If Electronic marketers (E-Marketers) know the factors affecting online Indian behavior, the relationships between these factors and the type of online buyers, they can further develop their marketing strategies to convert potential buyers into active buyerswhile retainingits original customer base. This study focuses on the factors which online buyers takes into consideration while shopping online. This research will help in finding the impact of e-market on customers’ purchasing patterns and how their security and privacy concerns about online marketinginfluences their online buying behavior. The study will further encompass the various important inputs which will equip the marketers for creating online marketing more lucrative and assured by adding value to the existing services.
Research Paper: Consumer Trust and Perceived Risk in B2C E CommerceTanzir Islam
This research paper was created by a group of students of Institute of Business Administration, University of Dhaka as their term paper for the course Research Methods.
Topic of the research paper: Consumer Trust and Perceived Risk in B2C E-commerce
Determinants Of Customer Participation In Online Shoppinginventionjournals
This research aims to examine and explain the determinants of customer participation in online shopping.The approach of Partial Least Square (PLS) with Smart PLS software is employed in this study to analyze cross section data and prove the hypotheses proposed in the research. The sample of the study includes students of Mulawarman University who used to do online shopping. The participants were recruited through snowball technique.This study shows that only five of the nine hypotheses are supported; the other four are not supported or accept Ha and reject H0. The construct of the ability of vendor has a positive effect on trust, but not significant. Furthermore, the ability has a significant negative effect on transaction-perceived risk. The ability to influence vendor participation in online shopping has no significant effect, while experience has a significant positive effect on trust. On the other hand, experience has a significant negative effect on transaction-perceived risk. Experience has a significant positive effect on online shopping participation. Trust has a significant negative effect on transaction-perceived risk; however, it has a positive influence on online shopping participation, yet not significant. Last, perceived-transaction risk has an insignificant positive effect on online shopping participation
Γενικά στοιχεία για τα ιστολόγια - φύλλο εργασίας για δημιουργία ιστολογίου - χρήσιμες διευθύνσεις.
Από την εισήγηση στην ημερίδα της 10ης Περιφέρειας Σχολικού Συμβούλου της Α΄ Δ/νσης Π.Ε. Αθήνας με θέμα "Αξιοποίηση λογισμικών & εργαλείων των Τεχνολογιών Πληροφοριών & Ενημέρωσης στο Δημοτικό Σχολείο". 3/3/2009, Λεόντειο Λύκειο Πατησίων.
Influences of Website Quality on Online Purchase Intention of Air Ticketing S...IJRTEMJOURNAL
Business operation was more related with human contribution at end of 20th century. Rapid
development of internet technology has changed business environment. More than ever, consumers more like to
gather information about product or services and to make purchase using internet. For the reason, E-Commerce
website is integral part of business in order to increase profit. Research focused to investigate influences of
website quality factors (usability, website design, information quality, trust, perceived risk, empathy) on online
purchase intention of Mongolian consumers. Questionnaire design based on Barnes and Vidgen’s model and
data was collected from 265 respondents by online. Correlation and regression analysis was used to measure
relationship of variables. Research findings show website design, information quality, trust more positive
influence on online purchasing intention than usability, empathy, perceived
E-customer loyalty in gamified trusted store platforms: a case study analysis...journalBEEI
Customer satisfaction, trust, and loyalty are the three most fundamental elements of e-marketing. Previous researchers have noted that satisfaction is a key factor in commanding loyalty. However, the relationship between satisfaction, trust, and loyalty is strongly dependent on the type of platform provided by digital stores. On the other hand, gamification in E-businesses has grown rapidly in recent years. In this context, it is necessary to explore the effects of gamification on e-customer satisfaction and loyalty. In this paper, it is argued that customer satisfaction alone cannot inspire loyalty. Simply speaking, customers’ satisfaction with gamified services can lead to developing trust and, in turn, loyalty. This research also presents a thorough review of the effect of store-related motivational factors, such as gamification, on trust. These factors include moderator and mediator variables. The hypotheses of this study are considered in the context of one of the largest online retail stores in Iran which enjoys a large market share in the Middle East. To this end, Lawshe content validity ratio is utilized and expert opinions are applied to the proposed model. Evaluation results, obtained through the smartPLS, established the robustness of our modeling in terms of reliability analysis, significance level analysis, discriminant validity analysis, coefficient of determination, model fitting, and cross-validation.
This study aims to analyze the effect of perceived flow, customer satisfaction and online purchase
intention on website quality in booking hotels in traveloka.
A Study of Online Market in Airline A Case Study in Mongoliaijtsrd
This study defines customer satisfaction CS of Mongolia with the experience of the online market OM by technology acceptance AT . The factors of CS include ease of use, payment security, interactivity, and the quality of the information on the website. The goal of this study is to examine to what extent these 4 factors affect the satisfaction of passengers in Mongolian Airlines MA . The survey was based on 2 airlines the airline Hunnu, the airline MIAT and the data collected from 98 passengers of those airlines. The results show that there are three essential factors interactivity, the security of payment and ease of use, which affects satisfaction with OMs experience in CS in Mongolia. Bayanmunkh Nandinchimeg | Ganzorig Munkhjin | Tsevegdorj Battsetseg ""A Study of Online Market in Airline: A Case Study in Mongolia"" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-4 , June 2019, URL: https://www.ijtsrd.com/papers/ijtsrd23813.pdf
Paper URL: https://www.ijtsrd.com/management/business-ethics/23813/a-study-of-online-market-in-airline-a-case-study-in-mongolia/bayanmunkh-nandinchimeg
The Impact of Technology Based Self Service Banking Dimensions On Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
The Impact of Technology Based Self Service Banking Dimensions on Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service
quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction. Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by
conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data. The proposed model was empirically tested for unidimensionality, reliability, and validity. AMOS 20.0 was also used to examine the link amid TBSSB service quality and Customer Satisfaction by testing hypotheses using structural equation modeling (SEM). This study may help banks’ management to investigate the customers’ quality perceptions about TBSSB services, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction.
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
Online platforms are being increasingly used for ecommerce. It is increasingly being popularized through online modes of advertising. The paper aims to study the Real estate portals to evaluate those parameters which are more helpful than others. Although increasingly used the portals have hardly been investigated from the user’s perspective. This paper looks into their experience of online property information search. Based on 25 responses collected on a 10 questions survey, the technical features offered by the portals are assessed based on user experience.
Similar to Service Quality and Service Performance of Low Cost Airlines (20)
how to sell pi coins in all Africa Countries.DOT TECH
Yes. You can sell your pi network for other cryptocurrencies like Bitcoin, usdt , Ethereum and other currencies And this is done easily with the help from a pi merchant.
What is a pi merchant ?
Since pi is not launched yet in any exchange. The only way you can sell right now is through merchants.
A verified Pi merchant is someone who buys pi network coins from miners and resell them to investors looking forward to hold massive quantities of pi coins before mainnet launch in 2026.
I will leave the telegram contact of my personal pi merchant to trade with.
@Pi_vendor_247
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
how to sell pi coins in South Korea profitably.DOT TECH
Yes. You can sell your pi network coins in South Korea or any other country, by finding a verified pi merchant
What is a verified pi merchant?
Since pi network is not launched yet on any exchange, the only way you can sell pi coins is by selling to a verified pi merchant, and this is because pi network is not launched yet on any exchange and no pre-sale or ico offerings Is done on pi.
Since there is no pre-sale, the only way exchanges can get pi is by buying from miners. So a pi merchant facilitates these transactions by acting as a bridge for both transactions.
How can i find a pi vendor/merchant?
Well for those who haven't traded with a pi merchant or who don't already have one. I will leave the telegram id of my personal pi merchant who i trade pi with.
Tele gram: @Pi_vendor_247
#pi #sell #nigeria #pinetwork #picoins #sellpi #Nigerian #tradepi #pinetworkcoins #sellmypi
how can I sell my pi coins for cash in a pi APPDOT TECH
You can't sell your pi coins in the pi network app. because it is not listed yet on any exchange.
The only way you can sell is by trading your pi coins with an investor (a person looking forward to hold massive amounts of pi coins before mainnet launch) .
You don't need to meet the investor directly all the trades are done with a pi vendor/merchant (a person that buys the pi coins from miners and resell it to investors)
I Will leave The telegram contact of my personal pi vendor, if you are finding a legitimate one.
@Pi_vendor_247
#pi network
#pi coins
#money
What price will pi network be listed on exchangesDOT TECH
The rate at which pi will be listed is practically unknown. But due to speculations surrounding it the predicted rate is tends to be from 30$ — 50$.
So if you are interested in selling your pi network coins at a high rate tho. Or you can't wait till the mainnet launch in 2026. You can easily trade your pi coins with a merchant.
A merchant is someone who buys pi coins from miners and resell them to Investors looking forward to hold massive quantities till mainnet launch.
I will leave the telegram contact of my personal pi vendor to trade with.
@Pi_vendor_247
NO1 Uk Divorce problem uk all amil baba in karachi,lahore,pakistan talaq ka m...Amil Baba Dawood bangali
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what is the future of Pi Network currency.DOT TECH
The future of the Pi cryptocurrency is uncertain, and its success will depend on several factors. Pi is a relatively new cryptocurrency that aims to be user-friendly and accessible to a wide audience. Here are a few key considerations for its future:
Message: @Pi_vendor_247 on telegram if u want to sell PI COINS.
1. Mainnet Launch: As of my last knowledge update in January 2022, Pi was still in the testnet phase. Its success will depend on a successful transition to a mainnet, where actual transactions can take place.
2. User Adoption: Pi's success will be closely tied to user adoption. The more users who join the network and actively participate, the stronger the ecosystem can become.
3. Utility and Use Cases: For a cryptocurrency to thrive, it must offer utility and practical use cases. The Pi team has talked about various applications, including peer-to-peer transactions, smart contracts, and more. The development and implementation of these features will be essential.
4. Regulatory Environment: The regulatory environment for cryptocurrencies is evolving globally. How Pi navigates and complies with regulations in various jurisdictions will significantly impact its future.
5. Technology Development: The Pi network must continue to develop and improve its technology, security, and scalability to compete with established cryptocurrencies.
6. Community Engagement: The Pi community plays a critical role in its future. Engaged users can help build trust and grow the network.
7. Monetization and Sustainability: The Pi team's monetization strategy, such as fees, partnerships, or other revenue sources, will affect its long-term sustainability.
It's essential to approach Pi or any new cryptocurrency with caution and conduct due diligence. Cryptocurrency investments involve risks, and potential rewards can be uncertain. The success and future of Pi will depend on the collective efforts of its team, community, and the broader cryptocurrency market dynamics. It's advisable to stay updated on Pi's development and follow any updates from the official Pi Network website or announcements from the team.
Even tho Pi network is not listed on any exchange yet.
Buying/Selling or investing in pi network coins is highly possible through the help of vendors. You can buy from vendors[ buy directly from the pi network miners and resell it]. I will leave the telegram contact of my personal vendor.
@Pi_vendor_247
how can i use my minded pi coins I need some funds.DOT TECH
If you are interested in selling your pi coins, i have a verified pi merchant, who buys pi coins and resell them to exchanges looking forward to hold till mainnet launch.
Because the core team has announced that pi network will not be doing any pre-sale. The only way exchanges like huobi, bitmart and hotbit can get pi is by buying from miners.
Now a merchant stands in between these exchanges and the miners. As a link to make transactions smooth. Because right now in the enclosed mainnet you can't sell pi coins your self. You need the help of a merchant,
i will leave the telegram contact of my personal pi merchant below. 👇 I and my friends has traded more than 3000pi coins with him successfully.
@Pi_vendor_247
Latino Buying Power - May 2024 Presentation for Latino CaucusDanay Escanaverino
Unlock the potential of Latino Buying Power with this in-depth SlideShare presentation. Explore how the Latino consumer market is transforming the American economy, driven by their significant buying power, entrepreneurial contributions, and growing influence across various sectors.
**Key Sections Covered:**
1. **Economic Impact:** Understand the profound economic impact of Latino consumers on the U.S. economy. Discover how their increasing purchasing power is fueling growth in key industries and contributing to national economic prosperity.
2. **Buying Power:** Dive into detailed analyses of Latino buying power, including its growth trends, key drivers, and projections for the future. Learn how this influential group’s spending habits are shaping market dynamics and creating opportunities for businesses.
3. **Entrepreneurial Contributions:** Explore the entrepreneurial spirit within the Latino community. Examine how Latino-owned businesses are thriving and contributing to job creation, innovation, and economic diversification.
4. **Workforce Statistics:** Gain insights into the role of Latino workers in the American labor market. Review statistics on employment rates, occupational distribution, and the economic contributions of Latino professionals across various industries.
5. **Media Consumption:** Understand the media consumption habits of Latino audiences. Discover their preferences for digital platforms, television, radio, and social media. Learn how these consumption patterns are influencing advertising strategies and media content.
6. **Education:** Examine the educational achievements and challenges within the Latino community. Review statistics on enrollment, graduation rates, and fields of study. Understand the implications of education on economic mobility and workforce readiness.
7. **Home Ownership:** Explore trends in Latino home ownership. Understand the factors driving home buying decisions, the challenges faced by Latino homeowners, and the impact of home ownership on community stability and economic growth.
This SlideShare provides valuable insights for marketers, business owners, policymakers, and anyone interested in the economic influence of the Latino community. By understanding the various facets of Latino buying power, you can effectively engage with this dynamic and growing market segment.
Equip yourself with the knowledge to leverage Latino buying power, tap into their entrepreneurial spirit, and connect with their unique cultural and consumer preferences. Drive your business success by embracing the economic potential of Latino consumers.
**Keywords:** Latino buying power, economic impact, entrepreneurial contributions, workforce statistics, media consumption, education, home ownership, Latino market, Hispanic buying power, Latino purchasing power.
Introduction to Indian Financial System ()Avanish Goel
The financial system of a country is an important tool for economic development of the country, as it helps in creation of wealth by linking savings with investments.
It facilitates the flow of funds form the households (savers) to business firms (investors) to aid in wealth creation and development of both the parties
The secret way to sell pi coins effortlessly.DOT TECH
Well as we all know pi isn't launched yet. But you can still sell your pi coins effortlessly because some whales in China are interested in holding massive pi coins. And they are willing to pay good money for it. If you are interested in selling I will leave a contact for you. Just telegram this number below. I sold about 3000 pi coins to him and he paid me immediately.
Telegram: @Pi_vendor_247
Currently pi network is not tradable on binance or any other exchange because we are still in the enclosed mainnet.
Right now the only way to sell pi coins is by trading with a verified merchant.
What is a pi merchant?
A pi merchant is someone verified by pi network team and allowed to barter pi coins for goods and services.
Since pi network is not doing any pre-sale The only way exchanges like binance/huobi or crypto whales can get pi is by buying from miners. And a merchant stands in between the exchanges and the miners.
I will leave the telegram contact of my personal pi merchant. I and my friends has traded more than 6000pi coins successfully
Tele-gram
@Pi_vendor_247
USDA Loans in California: A Comprehensive Overview.pptxmarketing367770
USDA Loans in California: A Comprehensive Overview
If you're dreaming of owning a home in California's rural or suburban areas, a USDA loan might be the perfect solution. The U.S. Department of Agriculture (USDA) offers these loans to help low-to-moderate-income individuals and families achieve homeownership.
Key Features of USDA Loans:
Zero Down Payment: USDA loans require no down payment, making homeownership more accessible.
Competitive Interest Rates: These loans often come with lower interest rates compared to conventional loans.
Flexible Credit Requirements: USDA loans have more lenient credit score requirements, helping those with less-than-perfect credit.
Guaranteed Loan Program: The USDA guarantees a portion of the loan, reducing risk for lenders and expanding borrowing options.
Eligibility Criteria:
Location: The property must be located in a USDA-designated rural or suburban area. Many areas in California qualify.
Income Limits: Applicants must meet income guidelines, which vary by region and household size.
Primary Residence: The home must be used as the borrower's primary residence.
Application Process:
Find a USDA-Approved Lender: Not all lenders offer USDA loans, so it's essential to choose one approved by the USDA.
Pre-Qualification: Determine your eligibility and the amount you can borrow.
Property Search: Look for properties in eligible rural or suburban areas.
Loan Application: Submit your application, including financial and personal information.
Processing and Approval: The lender and USDA will review your application. If approved, you can proceed to closing.
USDA loans are an excellent option for those looking to buy a home in California's rural and suburban areas. With no down payment and flexible requirements, these loans make homeownership more attainable for many families. Explore your eligibility today and take the first step toward owning your dream home.
Resume
• Real GDP growth slowed down due to problems with access to electricity caused by the destruction of manoeuvrable electricity generation by Russian drones and missiles.
• Exports and imports continued growing due to better logistics through the Ukrainian sea corridor and road. Polish farmers and drivers stopped blocking borders at the end of April.
• In April, both the Tax and Customs Services over-executed the revenue plan. Moreover, the NBU transferred twice the planned profit to the budget.
• The European side approved the Ukraine Plan, which the government adopted to determine indicators for the Ukraine Facility. That approval will allow Ukraine to receive a EUR 1.9 bn loan from the EU in May. At the same time, the EU provided Ukraine with a EUR 1.5 bn loan in April, as the government fulfilled five indicators under the Ukraine Plan.
• The USA has finally approved an aid package for Ukraine, which includes USD 7.8 bn of budget support; however, the conditions and timing of the assistance are still unknown.
• As in March, annual consumer inflation amounted to 3.2% yoy in April.
• At the April monetary policy meeting, the NBU again reduced the key policy rate from 14.5% to 13.5% per annum.
• Over the past four weeks, the hryvnia exchange rate has stabilized in the UAH 39-40 per USD range.
Monthly Economic Monitoring of Ukraine No. 232, May 2024
Service Quality and Service Performance of Low Cost Airlines
1. International Research Journal of Advanced Engineering and Science
ISSN: 2455-9024
29
Mamta sharma and Hardeep Chahal, “Service quality and service performance of low cost airlines,” International Research Journal of
Advanced Engineering and Science, Volume 1, Issue 1, pp. 29-37, 2016.
Service Quality and Service Performance of Low
Cost Airlines
Mamta sharma1
, Hardeep Chahal2
1
Planning and Development Department, Jammu, J&K, India
2
Department of Commerce, University of Jammu, Jammu, J&K, India
Email address: 1
mamtasharma242@gmail.com
Abstract— This paper discussed primarily customer attitude towards
online service quality of low cost airlines with respect to five
dimensions after selected factor analysis namely privacy,
functionality & offerings, efficient transactions, technical
functionality and merchandise. In addition, overall service
performance of low cost airlines is also measured and analyzed with
respect to website performance and consumer loyalty. The
demographic profile of online users and data reliability & validity of
service quality and service performance scales are also discussed.
Keywords— Electronic commerce, Service performance, low cost
airline.
I. INTRODUCTION
As a present scenario an internet has strong impact on
online services that provide one of the success of avenues for
to generate additional sales. Online services such as easy
search of products and services, provision of product
specifications that reduce communication costs, secure
electronic payment system to complete transactions, updated
product delivery information and quick response to customer
queries are important to win online customers and to make
them keep coming back to the site for further purchases [1].
The literature authenticates that among online industries,
online travel industry has been booming and gaining
significant attention since 1995 particularly for online ticket
reservation. Although, online travel represents the single
largest sector with estimated spending of $68 billion till 2006,
however, estimated percentage increase in travel sector
(14.7%) is less than non-travel sector (24.6%) [2]. The online
reservation system has now been also extended along with
airlines to other traveling sectors such as trains & buses in
growing economies like India. The selling of tickets for air
travel has been one of the growing success stories of the
industry. The different airline companies such as Kingfisher,
Jet, Indian, Spice Jet, Go Air, Deccan and other online travel
companies such as Ticketmaster, Travelocity, Orbitz, Yatra,
Expedia, flights etc. have capitalized on the internet as retail
channels. The increasing trend in online airline ticket is
mainly because of potential benefits associated with
automating the ticketing functions of an organization which
include reduced labour costs, increased accuracy of ticket
inventory, processing speed and increased customer service
[3].
Besides contributing to the success of travel companies,
internet has also revolutionized the thinking of customers who
have become more awared and tech savvy. The business of
online travel services basically depends on awareness of
customers on one hand and web service quality on other hand.
Awareness of customers and purchasing power of customers
along with web service quality are important dimensions
contributing to the success of airline sector in web economy.
Today, consumers are able not only for purchase air tickets but
also browse schedules for available flights, cruise, trains and
other methods of travel from the comfort of their personal
computer, saving time and hassle of dealing through a
traditional agent. Online customers expect fast, friendly,
choice, convenience and responsive quality service with a
personal touch [4]. Such attributes thus directly influence web
service quality.
A. Web Service Quality in Airlines
Proliferation and rapid adoption of the internet within the
airline industry along with online ticket purchasing and
electronic ticketing are the important key drivers of e-business
in the airline sector. The internet and its growing technologies
allowed airlines to alter their distribution channels and interact
directly with customers, bypassing traditional brick and mortar
agents and eliminating hefty commission fee. Such benefits
result in lower ticket distribution cost and time cost that
ultimately attract customers to purchase online and pave the
way for customer loyalty [3]. Web Service Quality is an
important prerequisite that contribute to the performance of
online organizations offering products and services such as
books, toys, hotels, tourism, hospitals and airlines in terms of
increased customer satisfaction and consequently market
share. To increase online customer satisfaction and loyalty vis-
à-vis market share, airline organizations should focus on the
proactive website quality. The quality of website as discussed
previously is a function of five dimensions namely content,
functionality, merchandise privacy and customer service. To
assess the content quality of the airline companies‟ website,
items such as accurate information, availability of information
on varied topics, value added information and well organized
information are considered to be relevant. Functionality
dimension relates to processing quality of website. The site
processing in terms of its designing, usage, organization
information, well design, simple to use, well organized, easy
to get anywhere on the site, loading of pages, quick
transaction, upto date and detailed information on related
items, strengthens the functionality dimension of the online
service quality. Merchandise, the third important, dimension,
is recognized as the core component of online service quality.
2. International Research Journal of Advanced Engineering and Science
ISSN: 2455-9024
30
Mamta sharma and Hardeep Chahal, “Service quality and service performance of low cost airlines,” International Research Journal of
Advanced Engineering and Science, Volume 1, Issue 1, pp. 29-37, 2016.
Specifically, information about the electronic ticket with
respect to price, discount, options for returning tickets,
vacation & festival compensation, cancellation, price
comparison etc. determine the merchandise quality of the
airline companies. Privacy, another significant and equally
important dimension from customer perspective is appreciated
when online companies provide complete check, protection
and control on information relating to credit card number, web
shopping behavior and other personal information. Customer
service dimension provides pave way for the online company
to offer solution to the queries of the customer. The quality of
four dimensions viz. content, functionality, merchandise and
privacy are considered to be dependent on customer service.
To conclude, the online companies should opt for customized
activities in terms of content, functionality, merchandise,
privacy and customer service to enhance online service quality
vis-à-vis business performance.
II. REVIEW OF LITERATURE
The purpose of the study entitled “Internet Ticketing in a
not for profit, Service Organization” carried out by Olson and
Boyer [5] identified the factors how to build customer loyalty
in the e-ticketing process. The study is based on two factors
i.e. patron factor (cost, order service, speed, comfort & ease of
interaction) and technological factors (accuracy, ease of
navigation, transaction difficulties & overall system
effectiveness) that influence the patron loyalty for the e-
ticketing process for an established not for profit organization.
The objective of the study entitled „e-service and offline
fulfillment: how e-loyalty is created by Semeijn et al. [26]
focused on the contribution of online quality and offline
fulfillment in creating overall customer satisfaction and
loyalty. The authors found that the design of the e-scape have
a strong positive impact on both navigation and accuracy. It
was also found that e-quality perception with regard to
assurance directly influence overall satisfaction and loyalty.
The importance of offline fulfillment in effecting customer
satisfaction and loyalty levels for different online services
need further investigation.
Tin and Ennis [6] conducted a study titled “Cross Industry
Analysis of Consumer Assessments of Internet Retailers
Service Performance” laid emphasis on the service
performance of internet retailers and also to identify their
differences in service performances with respect to core
services, website feature, recovery service, customer
satisfaction and intentions. The results showed significant
mean differences in terms of consumer intentions to use more
online services and switching online service providers across
the retailer‟s performances in terms of core service, website
and recovery service performances. The influence of retailer
characteristics and larger sample could provide a more
comprehensive coverage in further investigation
Trabold, Heim and field [7] examined the relationship
between e-service quality dimensions and perceptions of
overall e-service performance across industry sectors namely
travel services, book retailing, financial services and health
care. The results found evidence of multicollinearity among
the dimensions and also found that all e-service quality
dimensions was found to be positive and significant within
each sector except price perceptions, ease of returns & refunds
and privacy experience.
Hackman et al. [8] in their study entitled “A Service
Perspective on Modeling Intentions of Online Purchasing”
examined the relationship between behavioral intentions and
its antecedent factors including service quality, satisfaction
and service value in the online service settings. The results
suggest that behavioral intentions are directly influenced by
online service quality, online service value and online service
satisfaction. The R2
of the endogenous constructs ranged from
0.19 for online service satisfaction to 0.34 for behavioral
intentions, suggested that the model explained significant
amount of variance in the dependent variables. Future research
should investigate how accurately the behavioral intentions
developed in regard to online services translate to actual
consumer behavior.
The objective of the paper entitled “Development of online
quality system for e-manufacturing” conducted by Jiao et al.
[9] is to assist manufacturers in obtaining real time quality
data and information and further to make decisions regarding
quality control. The study is based on four models namely
product design, process planning, quality control and data
input. The results showed advantages of the online quality
information system (OQIS) for companies to obtain real time
quality data and information on which manufacturers can
make timely and correct decisions in solving quality problems
in an e-manufacturing environment. Further research need to
solve issues of explanation of complex quality information
and deployment costs in the enterprise.
III. RESEARCH METHODOLOGY
A. Generalization of Scale Items
To determine online service quality, certain dimensions
such as content, functionality, merchandise, privacy and
customer service are identified on the basis of review of
literature and discussions with the experts. The usefulness of
the website is primarily function of information available on
the website. The quality of content is in general associated
with relevance, level of information detail, accuracy and
appropriateness of format. The richness in search quality
information increases satisfaction with both the experience
and product/services purchased and improves intentions to
revisit and repurchase from a website [10]. The dimension
„content‟ in this context, is concerned with the varied
information on websites. The second dimension „functionality‟
is related with web functions. Site‟s search functions, its
download speed and overall design are considered as the key
elements that affect web usability [11], [12]. The success of
the website depends on the design of the pages as they appear
on the screen, customer‟s ease of use accessing and navigating
between pages [13]. Merchandise, the third dimension consists
of product information which is considered as crucial, as
customers cannot see or touch the actual merchandise at the
time of purchase [14]. Merchandise related aspects such as
product quality, selection, guarantees/offerings and pricing are
consistently used by the customer to evaluate the overall
3. International Research Journal of Advanced Engineering and Science
ISSN: 2455-9024
31
Mamta sharma and Hardeep Chahal, “Service quality and service performance of low cost airlines,” International Research Journal of
Advanced Engineering and Science, Volume 1, Issue 1, pp. 29-37, 2016.
online shopping quality [15], [16]. Privacy, another dimension
is very significant for online transactions. Since online
customers have serious concerns about the security of online
credit card transactions and the interceptions of their personal
information [17]. It is essential for all the online companies to
provide privacy to customers in terms of protection of
personal information, web shopping behavior, credit/digital
cash transactions. The privacy dimension is shown to have a
strong impact on intention to purchase [18], satisfaction [19]
and overall site quality [20]. Customer service, the fifth
dimension includes information regarding contact number,
handling of complaints, online help, solution to the problems
and cancellation of tickets, if not required which are
considered important for measuring online service quality.
Customer service, such as ease to contact the service provider
and easy to return the goods are equally important criteria in
online buying decisions [21].
In addition, the impact of web service quality on service
performance is also identified using two dimensions such as
website performance and customer loyalty.
B. Pre-testing and Finalization of Questionnaire
The pre-testing was done on total thirty four customers
who booked online tickets in airlines in Jammu region on the
basis of convenience sampling to finalize the questionnaire.
The exercise of pilot study led to the refinement of the
questionnaire with addition and deletion of items. One general
statement is added in general section on airline information.
The application of factor analysis helped in deleting one
statement from content, three statements from functionality,
five statements from merchandise, and three from customer
service. The final questionnaire on online service quality and
its impact on service performance comprise two sections. First
section is related with demographic profile which includes
information on gender, age, occupation, qualification, martial
status and income. Under this section, general perception of
customers about airline sector such as name of the airline
used, type of ticket, frequency, class of seat, website,
purchasing period, booking and mode of payment are also
considered. The second section focuses on dimensions useful
for measuring online service quality and these include content,
functionality, merchandise, privacy and customer service. All
the five online service quality dimensions, based on five point
likert scale, ranging from 5 to 1, comprises 5 statements
(content), 11 statements (functionality), 15 statements
(merchandise), 6 statements (privacy) and 7 statements
(customer service) respectively. Lastly, 9 statements reflecting
impact of online service quality on organization performance
are also used. The application of factor analysis indicated the
presence of functionality, merchandise, privacy and customer
service. The two factors out of five remained same as such
two dimensions merchandise and functionality are segregated.
The content dimension is completed deleted and as such is not
considered for further analysis. To add the other factors
emerged from the factor analysis indicate about the core
content dimension.
C. Sample Design and Population
Since the population on online customers are not well
defined, so an effort was made initially to identify channel of
sources such as known business and service employees, e-
mail Id‟s, university teachers & students and tourists to
identify online customers. Personal contact (275) and
distribution (125) approaches are used to contact and collect
data from the respondents. The known businessmen, service
employees, university teachers and university students were
personally contacted for information on web service quality.
The tourists availing hospitality services from about twenty
hotels near the Katra Bus stand were contacted during October
2008. The visit to Katra was made once in a week and that too
on holidays. The judgmental sampling is used for final data
collection. There efforts resulted in selection of 119 business
class respondents, 138 service class respondents and 65 others
which include faculty members and students of Jammu
University. Out of 400 respondents the effective sample size is
321. The response rate in personal contact 100% and in
distribution the response rate is 36.8% and non-response rate
is 63.2%.
IV. STATISTICAL TOOLS
The data reduction technique of exploratory factor analysis
is used to reduce total number of items into few manageable
and meaningful items that affects the components of web
service quality and web service performance. The study used
principal component analysis with varimax rotation
specifically to minimize the number of items with high
loading on one factor, thereby enhancing the interpretability of
the factors [22]. KMO values equal to and greater than 0.50
are used to find out relevancy of data reduction and grouping
for factor analysis. Bartlett test of Sphericity is used to identify
the significant correlation coefficient among the items.
Further, degree of correlation coefficient equal to or greater
than 0.30 is used as criterion for selection of items to check
convergent validity (among items), discriminant validity
(among factors) and nomological validity (between web
service quality and overall service performance) [23].
Cronbach alpha and split half alpha is used to find out the
reliability of the factors used. In addition Z-test is also used to
check the mean difference between two samples. Lastly,
simple regression analysi t-test is used to test the various
hypotheses relating to web service quality and web service
performance.
V. LOW COST AIRLINES
A low cost airlines or non frills airlines is one that proffers
air travel at normally very low rates by cutting down on
expensive customary in-flight passenger services.
Spice Jet- is a low cost airline based in New Delhi, India. It
began its operations in May 2005, delivering the lowest fares
with the highest consumer value, to price sensitive consumers.
Go Air- is a low cost budget airline based in Mumbai, India.
The airline theme line is “Experience the Difference” and its
objective is to offer passengers a quality consistent, quality
assured and time efficient product through affordable fares.
4. International Research Journal of Advanced Engineering and Science
ISSN: 2455-9024
32
Mamta sharma and Hardeep Chahal, “Service quality and service performance of low cost airlines,” International Research Journal of
Advanced Engineering and Science, Volume 1, Issue 1, pp. 29-37, 2016.
Indigo- is the latent entrant to the domestic civil aviation space
in India. The low cost carrier took off its inaugural flight from
Delhi to Imphal on August 4, 2006.
The sample comprised of online customers of Spicejet
(90.5%), Indigo (6.3%) and Go Air (3.2%) (Table I).
TABLE I. Demographic profile of respondents in low cost airlines.
Low Cost Airlines
Airlines No. of respondents %
Spice jet 86 90.5
Indigo 6 6.3
Go Air 3 3.2
Total 95 100
VI. LIMITATIONS AND FUTURE RESEARCH OF THE STUDY
The research is conducted amidst certain limitations.
a) Being consumer based study, the elements of subjectivity
cannot be avoided as the responses of customers were based
on their perception regarding web service quality items. But at
the same time, an endeavor was made using validity &
reliability analysis to check the objectivity and rationality of
the responses.
b) Online service quality is conceptualized in terms of
customer service, functionality, privacy, merchandise &
offerings. Perceived risk which include social risk, time risk &
technological risk etc. and affects web service quality is not
assessed in the present study and can be undertaken in the
future research. Further, the study results need to be further
examined for specific sector for the national as well as
international airline services.
c) Country, state and region wise perception of online
customers can also be examined in the future research.
d) The scope of the study is limited to online customers found
in Jammu region only and agents and airline employees are
excluded from the purview. As such, for future research can
also be included to analyze the online service quality in
airlines from more holistical perspective.
e) Offboard and onboard services which are excluded from
the study could also be used to assess the overall service
quality i.e. both online and offline service quality.
f) Scope of the study is limited to airline sector. The
generalization of the study results needs to be established in
other service sectors such as railways, banks, hotels, education
sector etc.
VII. SERVICE QUALITY AND ITS IMPACT ON SERVICE
PERFORMANCE OF LOW COST AIRLINES
This paper discusses primarily customer attitude towards
online service quality of low cost airlines with respect to five
dimensions after selected factor analysis namely privacy,
functionality & offerings, efficient transactions, technical
functionality and merchandise. In addition, overall service
performance of low cost airlines is also measured and
analyzed with respect to website performance and consumer
loyalty. The demographic profile of online users and data
reliability & validity of service quality and service
performance scales are also discussed. The detailed analysis is
discussed as under:-
A. Demographic Profile
The demographic profile of low cost airline respondents is
identified according to gender, age, occupation, monthly
income and qualification criteria (Table II). The sample of
respondents (95) using online services consist of 64% males
(61 respondents) & 36% females (34 respondents). 59% &
41% respondents are found to be married and unmarried
respectively. Further, 14% respondents fall in income groups –
I (IG-I) with monthly income below Rs 10,000; 37%
respondents belong to IG-II with monthly income between Rs
10,000- Rs 20,000, 29% respondents fall in category (IG-III)
with monthly income between Rs 20,000- Rs 30,000 and 20%
respondents in the last group (IG-IV) with monthly income
above Rs 30,000. The respondents falling in four educational
groups include 8% respondents in group I (10+2), 26%
respondents in group II (graduate), 40% in group III (post
graduate) and 25% respondents in group IV (others). The
respondents are also categorized according to their occupation
viz. business class (39%), service class (36%) and dependent
(25%). Further, 33% respondents (31), 35% respondents (33),
22% respondents(21) and 10% respondents(10) are found to
be falling under AG-I (21-30 years), AG-II (31-40), AG-III
(41-50 years) & AG-IV ( above 50 years) respectively. Lastly,
as per length of online service experience, percentage of
respondents using online services include 12% with less than1
year ,40% with online purchase experience between 1-2 years,
31% with online purchase experience between 2-3 years and
17% with online purchase experience above 3 years.
TABLE II. Demographic profile of low cost airline users.
Demographic
characteristics
Groups Number Percentage
Gender
Male 61 64
Female 34 36
Martial Status
Married 56 59
Single 39 41
Monthly
Income
Below Rs 10,000 (IG-I) 13 14
Rs 10,000-Rs 20,000 (IG-
II)
35 37
Rs 20,000-Rs 30,000 (IG-
III)
28 29
Above Rs 30,000 (IG-IV) 19 20
Qualification
10+2 (group I) 8 8
Graduate (group II) 25 26
Post Graduate (group III) 38 40
Others (group IV) 24 25
Occupation
Business men 37 39
Service class 34 36
Dependent 24 25
Age
21-30 years (AG-I) 31 33
31-40 years (AG-II) 33 35
41-50 years (AG-III) 21 22
Above 50 years (AG-IV) 10 10
Purchase
Experience
0-1 year 11 12
1-2 years 38 40
2-3 years 30 31
Above 3 years 16 17
Total 95 100%
B. Reliability and Validity
a) Web service quality: The overall cronbach alpha value for
the quality scale for low cost airline sample is found to be
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Mamta sharma and Hardeep Chahal, “Service quality and service performance of low cost airlines,” International Research Journal of
Advanced Engineering and Science, Volume 1, Issue 1, pp. 29-37, 2016.
0.907.To further support the results, split half method of
reliability (item-wise) is carried out, which, is turn, is found to
be 0.853 for first half and 0.838 for second half respectively
(Table- III). In addition, split half method of reliability
(respondent-wise) scored 0.792 & 0.836 (table IV). The scale
under item statistics is found to be suitable as item mean
(Mean=3.35 & Variance=0.16), item variance (Mean=1.66 &
Variance=0.16) and inter item co-relations (Mean=0.30 &
Variance=0.24) are found to be in acceptable range [24]. High
factor loading values arrived against varied statements for all
the five variables (Table V) and good variance explained
65.99% confirmed the construct validity of the online service
quality scale.The convergent validity of the sample was
assessed by examining the nature of association using
correlation for inter items falling under five factors namely
privacy, functionality and offerings, efficient transactions,
technical functionality and merchandise. All correlation
coefficient values are found to be significant and varying
between 0.24 to 0.67 under privacy, 0.39 to 0.72 under
functionality & offerings, 0.24 to 57 under efficient
transactions, 0.56 to 0.70 under technical functionality and
0.32 to 0.65 under merchandise (table VII). All this indicated
convergent validity of the scale. The discriminant validity of
all the variables is found varying between 0.20 to 0.61 (Table
IX) indicating that all the five factors identified discriminant
characteristics. All values of discriminant validity are found to
be within threshold range i.e. between low to average (Table
IX) [24].
TABLE III. Item statistics, scale statistics and cronbach alpha value for web
service quality scale for low cost airlines.
Stages
Item
Statistics
Item mean
Mean 3.35
Variance 0.16
Item variance
Mean 1.66
Variance 0.16
Inter-item co-
relations
Mean 0.30
Variance 0.02
Scale statistics
Mean 80.34
Variance 303.84
Standard
Deviation
17.43
Reliability
Statistics
Cronbach alpha 0.907
Split half alpha
Item-wise Respondent-wise
0.853 0.838 0.889 0.836
b) Web Service performance: The reliability is checked by
examining the co-efficient alpha and split half alpha value for
the performance scale comprising two variables viz. website
performance and consumer loyalty. The overall cronbach
alpha value for the scale is found to be 0.807(table IV), which
indicated the internal consistency of the scale. Further, 0.678
& 0.777 (item-wise) and 0.792 & 0.836 (respondent wise), the
split half values, further, supported the internal reliability of
the scale [23]. The convergent validity of the scale is assessed
by examining the nature of inter-item association falling under
two factors namely website performance and consumer
loyalty, which are found to be between 0.24 to 0.64
respectively indicating good degree of convergent validity
(Table VIII). The discriminant validity of service performance
is also found to be significant at 99% level (table X). The
study findings support nomological validity (table XI).
TABLE IV. Item statistics, scale statistics and cronbach alpha value for web
service performance scale for low cost airlines.
Stages
Item
Statistics
Item mean
Mean 3.59
Variance 0.34
Item variance
Mean 1.25
Variance 0.01
Inter-item co-
relations
Mean 0.34
Variance 0.02
Scale statistics
Mean 28.72
Variance 33.89
Standard
Deviation
5.82
Reliability
Statistics
Cronbach alpha 0.807
Split half alpha
Item-wise Respondent-wise
0.678 0.777 0.792 0.836
C. Data Analysis
a) Web service quality: The application of varimax and
principal components method at 7 iterations, helped in
identifying five factors, which explained 65.99 (table V)
percent variance. The KMO value is accorded at 0.757 and
BTS measure at 1424.08 with df= 276 and p=0.000 which
reflected the significance of correlation and data for pursuing
factor analysis. The factor analysis generated five factors
namely privacy, functionality & offering, efficient
transactions, technical functionality and merchandise
converged in 7 iterations rotation. The brief portray of various
factors is explained as under:-
Factor-1 Privacy
The factor „1‟ has recognized seven items out of twenty
four items which include „feel safe‟ (FL= 0.80), „credit card
transactions‟ (FL= 0.77), „solution to the problem‟ (FL= 0.69),
„detailed information‟ (FL= 0.67), „well established site‟ (FL=
0.66), „simple to use‟ (FL= 0.57) and „information on privacy
policy‟ (FL= 0.55). The mean of the seven items arrive at
4.18, 3.68, 3.54, 3.58, 3.51, 3.24 & 3.62 respectively. The
overall mean score is calculated as 3.63 indicating more than
average satisfaction of online customer towards service quality
of low cost airline for privacy factor. The communality values
are found to be 0.68, 0.72, 0.71, 0.67, 0.76, 0.52 & 0.51
respectively for the items reflecting the relative importance of
privacy items. The factor explained 15.96 percent (table V) of
variance out of 65.99 percent of variance. The values of
measure of sampling adequacy for the items are accorded at
0.80, 0.71, 0.84, 0.78, 0.74, 0.81 & 0.70 for „feel safe‟, „credit
card transactions‟, „information on privacy policy‟, „disclosure
of information‟, „solution to the problem‟, „well established
site‟ and „simplicity‟ items respectively.
Factor-2 Functionality & offerings
„Pages do not freeze‟ (FL=0.71 & MS=3.38), „seasonal
discounts‟ (FL= 0.69 & MS= 3.13), „discount during
offerings‟ (FL= 0.64 & MS= 3.31), „site does not crash‟ (FL=
0.57, & MS= 2.75), „truthful about offerings‟ (FL= 0.56 &
MS= 3.03), and „discount during festivals‟ (FL=0.56 & MS=
2.98) with positive factor loading (Table V) are recognized in
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Mamta sharma and Hardeep Chahal, “Service quality and service performance of low cost airlines,” International Research Journal of
Advanced Engineering and Science, Volume 1, Issue 1, pp. 29-37, 2016.
factor 2. „Site does not crash‟ and „discount during offerings‟
have shown mean values below 3, indicating the need to
improve the functionality and offering services. The overall
mean scored at 3.10 highlight that customers feel positively
about overall functionality & offerings. The values of
communalities and MSA are more than 0.50 and the factor
also demonstrated 14.64 percent of variance from a
cumulative 65.99 percent of variance.
TABLE V. Factor- wise mean, factor loading, KMO, MSA, % of variance and communalities for web service quality for low cost airlines.
Factors Mean Factor Loading MSA % of Variance Communalities
F1-Privacy 15.96
Safe transactions 4.18 0.80 0.80 0.68
Credit card transaction 3.68 0.77 0.71 0.71
Inf. on privacy policy 3.62 0.55 0.84 0.51
Disclosure of information 3.58 0.67 0.78 0.67
Solution to the problem 3.54 0.69 0.74 0.71
Well established site 3.51 0.66 0.81 0.76
Simplicity 3.24 0.57 0.70 0.52
Mean 3.63
F2- Functionality & Offerings 14.64
Pages do not freeze 3.38 0.71 0.80 0.60
Discount during offerings 3.31 0.64 0.76 0.67
Seasonal discounts 3.13 0.69 0.86 0.72
Truthful about offerings 3.03 0.56 0.85 0.59
Discounts during festivals 2.98 0.56 0.77 0.52
Site does not crash 2.75 0.57 0.82 0.66
Mean 3.10
F3- Efficient Transactions 13.35
Price information 3.97 0.63 0.71 0.52
Time saving 3.94 0.87 0.69 0.82
Online help/toll free no. 3.67 0.72 0.79 0.61
Online booking 3.61 0.55 0.61 0.59
Ticket display 3.59 0.63 0.79 0.61
Mean 3.76
F4- Technical Functionality 11.95
Quick transaction 3.07 0.83 0.82 0.79
Loading of pages 3.05 0.74 0.69 0.67
Instant responses to queries 2.99 0.81 0.83 0.76
Mean 3.04
F5- Merchandise 10.09
Compensation for loss 2.85 0.72 0.63 0.69
Product return facility 2.82 0.77 0.55 0.70
Guarantee on online product 2.80 0.81 0.63 0.75
Mean 2.82
Grand Mean 3.27
Iterations 7
% of total cumulative explained 65.99
KMO 0.757
TABLE VI. Factor- wise mean, factor loading, KMO, MSA, % of variance and communalities for web service quality for low cost airlines.
Factors Mean Factor Loading MSA % of Variance communalities
Service Performance
F1-Website Performance 33.32
Overall value 3.63 0.76 0.80 0.67
Higher behavioral intentions 3.59 0.62 0.79 0.43
Choice for future transaction 3.52 0.83 0.81 0.69
Overall satisfaction with website 3.46 0.64 0.75 0.46
Low switching intention 3.24 0.68 0.78 0.50
Mean 3.49
F2-Consumer Loyalty 24.94
Website for online purchase 3.84 0.55 0.78 0.39
Positive attitude 3.74 0.86 0.66 0.77
recommendation 3.70 0.96 0.67 0.76
Mean 3.76
Grand Mean 3.63
% of total cumulative explained 58.26
Iterations 3
KMO 0.750
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Mamta sharma and Hardeep Chahal, “Service quality and service performance of low cost airlines,” International Research Journal of
Advanced Engineering and Science, Volume 1, Issue 1, pp. 29-37, 2016.
Factor-3- Efficient transactions
Five items found in third factor include „time saving‟,
„online help/toll free number‟, „ticket display‟, „price
information‟ and „online booking‟ showing factor loading
values of 0.87, 0.72, 0.63, 0.63 & 0.55 respectively. These
statements showed communalities values of 0.82, 0.61, 0.61,
0.52 & 0.59 in this factor. The above average grand mean
value for four items (3.76) also showed that online customer‟s
services are averagely satisfied with the efficient transactions
of low cost airlines. This factor demonstrated 13.35 percent as
variance (table V).
Factor 4- Technical Functionality
The factor loading and mean score values for „quick
transaction‟, (FL=0.83 & MS=3.07), „instant responses to
queries‟ (FL=0.81 & MS=2.99) and „loading of
pages‟(FL=0.74 & MS=3.05) with communalities values of
0.79, 0.76 & 0.67 reflect high factor loading values. The
results reflect that customers are less satisfied with „instant
responses to queries‟. The factor demonstrated 11.95 percent
of variance out of cumulative 65.99 percent of variance. The
MSA values are valued at 0.79, 0.76 & 0.67 respectively,
which supported the importance of items (table V).
TABLE VII. Item-wise degree of correlation coefficient for web service quality for low cost airlines (Convergent validity).
F1- Privacy F3- Efficient transactions
P3 P4 P5 P6 F3 F4 F11 M1 M3 M10 M11 CS4
P3 1 M1 1
P4 0.54 1 M3 0.24* 1
P5 0.41 0.44 1 M10 0.47 0.56 1
P6 0.37 0.53 0.63 1 M11 0.38 0.28* 0.57 1
F3 0.46 0.46 0.24* 0.43 1 CS4 0.33 0.43 0.57 0.52 1
F4 0.56 0.43 0.43 0.48 0.67 1 F4- Technical functionality
F11 0.38 0.38 0.52 0.57 0.33 0.66 1 M2 F6 F8
F2- Functionality & Offerings M2 1
M6 M7 M8 F7 F9 F10 F6 0.56 1
M6 1 F8 0.70 0.57 1
M7 0.72 1 F5- Merchandise
M8 0.56 0.74 1 M12 M13 M14
F7 0.45 0.54 0.41 1 M12 1
F9 0.52 0.51 0.40 0.45 1 M13 0.65 1
F10 0.45 0.45 0.39 0.48 0.52 1 M14 0.32 0.60 1
All the values of Correlation are significant at the 0.01 level (2-tailed).
*Correlation is significant at the 0.05 level (2-tailed).
TABLE VIII. Item-wise degree of correlation coefficient for web service performance for low cost airlines (Convergent validity).
F1- Website Performance F2- Consumer Loyalty
OSQ5 OSQ6 OSQ7 OSQ8 OSQ9 OSQ2 OSQ3 OSQ4
OSQ5 1 OSQ2 1
OSQ6 0.58 1 OSQ3 0.64 1
OSQ7 0.39 0.53 1 OSQ4 0.37 0.32 1
OSQ8 0.25* 0.44 0.47 1
OSQ9 0.24* 0.40 0.49 0.46 1
All the values of Correlation are significant at the 0.01 level (2-tailed).
*Correlation is significant at the 0.05 level (2-tailed).
TABLE IX. Variable-wise degree of correlation coefficient of web service quality for low cost airlines (Discriminant validity).
Privacy Functionality & Offerings Efficient Transactions Technical Functionality Merchandise
Privacy 1
Functionality & Offerings 0.52 1
Efficient Transactions 0.48 0.36 1
Technical Functionality 0.38 0.61 0.34 1
Merchandise 0.33 0.40 0.25* 0.27 1
** All the values of correlation are significant at 0.01 level (2-tailed)
* Correlation is significant at the 0.05 level (2-tailed)
TABLE X. Variable-wise degree of correlation coefficient of service performance for low cost airlines (Discriminant validity).
Website Performance Consumer Loyalty
Website Performance 1
Consumer Loyalty 0.46 1
** All the values of correlation are significant at 0.01 level (2-tailed)
TABLE XI. Degree of correlation between overall web service quality and web service performance of low cost airlines (Nomological validity).
Web Service Quality Web Service Performance
Web service quality 1
Web Service performance 0.502 1
Correlation is significant at 0.01 level (2-tailed).
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Mamta sharma and Hardeep Chahal, “Service quality and service performance of low cost airlines,” International Research Journal of
Advanced Engineering and Science, Volume 1, Issue 1, pp. 29-37, 2016.
Factor 5-Merchandise
„Guarantee on online product‟ (FL=0.81 & MS= 2.80),
„product return facility‟ (FL=0.77& MS=2.82) and
„compensation for loss‟ (FL=0.72 & MS=2.85) are recognized
in factor 5. The statements signified that customers are
dissatisfied with the merchandise services. The values of
communalities and MSA for the items reflect the relative
importance of the items that are reached at (0.75& 0.63) for
„guarantee on online product‟, (0.70 &0.55) for „product
return facility and (0.69 & 0.63) for „compensation for loss‟.
The value of grand mean for this factor is found to be 2.82
indicating below average online services of low cost airlines
which has to be improved to contribute online service quality.
The variance explained by factor is found to be 10.09 percent
(table V).
b) Web Service Performance: The KMO value (0.750) and
Bartlett‟s test of sphericity (chi-square=241.612, df= 28 and
p=0.000) indicate the relevance of factor analysis (Table
VI).The application of varimax rotation and principal
component method at 3 iterations, helped in identifying two
factors namely website performance and consumer loyalty.
The items explained 58.26 percent variance. The factor
analysis clubbed eight items into two factors i.e. F1= „website
performance‟ and f2= „consumer loyalty‟. These are discussed
as under:-
Factor 1- Website Performance
The first factor consists of statements viz; „choice for
future transaction‟, „overall value‟, „low switching intentions‟,
„overall satisfaction‟ and „higher behavioral intentions‟ with
positive and high factor loading values of 0.83, 0.76, 0.68,
0.64 & 0.62 and mean satisfaction scores of 3.52, 3.63, 3.24,
3.64 & 3.59 (Table VI) respectively. The grand mean (3.49)
indicate little bit above average perception of online customers
with respect to website performance of low cot airlines. The
first explained 33.32% of variance out of 58.26% of
cumulative variance. The statements showed communalities
values of 0.69, 0.67, 0.50, 0.46 &0.43 respectively and MSA
values of 0.81 ,0.80 ,0.78 ,0.75 & 0.79 in factor „website
performance‟.
Factor 2- Consumer Loyalty
The factor „consumer loyalty‟ has evolved three items that
include „positive attitude‟ (FL=0.86) „recommendation‟
(FL=0.86) and „website for online purchase‟ (FL==0.55) with
mean score values of 3.74, 3.70 & 3.84 (Table VI)
respectively. The overall value is calculated as 3.76 indicating
that low cot airline users show average consumer loyalty.
Further, this factor demonstrated 24.94 percent of variance
58.26 percent of cumulative percent of variance and the
communality value are reached at 0.77, 0.76 & 0.39 for the
three statements namely „positive attitude‟, „recommendation‟
and „website for online purchase‟, reflecting their relative
contribution to the consumer loyalty factor. The statements
also show high MSA values of 0.66, 0.67 and 0.78.
TABLE XII. Multiple regression values of web service quality dimensions for full service airlines.
Web service quality dimensions
Unstandardized coefficient standardized coefficient Collinearity Statistics
B Std. Error Beta t-values Significant Tolerance VIF
Privacy 0.264 0.079 0.335 3.359 0.001 0.626 1.597
Functionality & offerings 0.412 0.082 0.557 4.997 0.000 0.502 1.992
Effective Transaction -0.054 0.076 -0.006 -0.716 0.476 0.734 1.363
Technical Functionaliy -0.158 0.061 -0.263 -2.595 0.011 0.608 1.645
Merchandise 0.042 0.055 0.068 0.773 0.442 0.812 1.231
Dependent variable: Web Service Performance
Independent variable: Web Service Quality Dimensions
R=0.667, R2
=0.444, Adjusted R2
= 0.413
VIII. CONCLUSIONS
The impact of independent factors namely privacy,
functionality & offerings, efficient transactions, technical
functionality and merchandise on online service quality are
found to be 44 percent (R2
= 0.44) (Table XII). The
independent factors are also checked for the multicollinearity.
Variance inflation factor and tolerance values for the
independent variables indicate absence of multicollinearity
(Table XII). The beta values found to be 0.26 (p=0.001) for
privacy, 0.41 (p=0.000) for functionality & offerings, 0.04
(p=0.442) for merchandise, indicating positive impact on
online service quality. Similarly, the impact of efficient
transactions and technical functionality on online service
quality with beta values calculated as -0.05 (p= 0.476) and -
0.16 (p=0.011) depicting negative impact on online service
quality. The results revealed that functionality & offerings has
positive and significant impact on online service quality
followed by privacy and merchandise and as such the
hypotheses pertaining to privacy, functionality & offerings
and merchandise are accepted.
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