Reaching new altitudes in e-commerce: Assessing the performance of airline websites

Elad Harison; Albert Boonstra

doi:10.1016/j.jairtraman.2008.02.002

Reaching new altitudes in e-commerce: Assessing the performance of airline websites

Elad Harison, Albert Boonstra^*

^*Corresponding author for this work

Innovation & Organisation

Research output: Contribution to journal › Article › Academic › peer-review

28 Citations (Scopus)

Abstract

Many established airlines are attempting to stimulate customers to shift from traditional distribution channels to online channels. To keep improving the quality this important distribution channel is essential for these airlines to have instruments to assess the performance of their websites. This paper presents an assessment model to assist airline companies in evaluating their online activities, including ticketing websites, on a financial, technical as well as a customer behavior level. (C) 2008 Elsevier Ltd. All rights reserved.

Original language	English
Pages (from-to)	92-98
Number of pages	7
Journal	Journal of Air Transport Management
Volume	14
Issue number	2
DOIs	https://doi.org/10.1016/j.jairtraman.2008.02.002
Publication status	Published - Mar-2008

Keywords

airline websites
performance and quality indicators
assessment model
DEREGULATION
INFORMATION
INDUSTRY
IMPACT

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KW - INFORMATION

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KW - IMPACT

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Reaching new altitudes in e-commerce: Assessing the performance of airline websites

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Keywords

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