Analyzing The Performance Of Airline Reservation Web Service In Tourism Segment Market

Abstract

Web reservation service in the airline industry is a must-have tool that has become a necessity. It helps airline companies to be more effective and efficient in their operations and also provides convenience to customers. However, the companies need to understand and study how people are using online reservation. The results of the study will be the basis of the management and marketing for developing a comprehensive web reservation service using the customer-based approach. This research found that the elaborated and developed indicators, namely, perceived ease of use, perceived usefulness, e-trust, e-satisfaction, and airline reputation, have a significant impact on purchase intention and are the main factors for analyzing and evaluating web reservation performance based on consumer experience in online airline reservation. In this research, we also found that price and information do not have a significant impact. The respondents in this research consisted of 112 tourists using web reservation service of AirAsia airlines. The data analysis method used in this research is factor analysis and Structural Equation Modeling (SEM)