An exploratory analysis of traveler preferences for airline website content

Benckendorff, Pierre (2006) An exploratory analysis of traveler preferences for airline website content. Information Technology and Tourism, 8 3-4: 149-159.

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Author Benckendorff, Pierre
Title An exploratory analysis of traveler preferences for airline website content
Journal name Information Technology and Tourism   Check publisher's open access policy
ISSN 1098-3058
Publication date 2006
Sub-type Article (original research)
Open Access Status File (Author Post-print)
Volume 8
Issue 3-4
Start page 149
End page 159
Total pages 11
Place of publication Putnam Valley, NY, United States
Publisher Cognizant Communication Corp.
Language eng
Abstract Structural changes in the aviation sector have accelerated customer acceptance of the Internet as a suitable medium for booking airline travel. This research explores the preferences of airline travelers for various content attributes on airline websites. The study was conducted by surveying 903 respondents from Australia and New Zealand using an online questionnaire. The results indicate that airline website attributes can be organized into at least seven factors. Of these, basic “look and book” features are viewed as most important by customers. The article groups website attributes into basic factors, pivotal factors, and supplementary factors based on their likely impact on customer satisfaction. The results provide an indication of the website features most likely to attract and retain airline customers.
Keyword Airline
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status Non-UQ

Document type: Journal Article
Sub-type: Article (original research)
Collection: UQ Business School Publications
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Created: Tue, 03 May 2011, 16:36:05 EST by Dr Pierre Benckendorff on behalf of School of Tourism