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MEASURING EXTENDED ROLES OF E-COMMERCE INCLUSION FOR THE ACCOMPLISHMENT OF WEBSITE SERVICE QUALITY FOR CUSTOMER SATISFACTION USING WEBQUAL MODEL: AN EMPIRICAL STUDY OF SAUDI ARABIAN AIRLINES |
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| รหัสดีโอไอ | |
| Creator | Moteb Ayesh Al-Bugami, Mairaj Salim |
| Title | MEASURING EXTENDED ROLES OF E-COMMERCE INCLUSION FOR THE ACCOMPLISHMENT OF WEBSITE SERVICE QUALITY FOR CUSTOMER SATISFACTION USING WEBQUAL MODEL: AN EMPIRICAL STUDY OF SAUDI ARABIAN AIRLINES |
| Contributor | - |
| Publisher | TuEngr Group |
| Publication Year | 2563 |
| Journal Title | International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies |
| Journal Vol. | 11 |
| Journal No. | 7 |
| Page no. | 11A07E: 1-7 |
| Keyword | Eservice quality, Online royalty, Webqual model, eSatisfaction, ANOVA, Web design and Booking. |
| URL Website | http://TuEngr.com/Vol11_7.html |
| Website title | ITJEMAST V11(7) 2020 @ TuEngr.com |
| ISSN | 2228-9860 |
| Abstract | This research paper examines the role of the e-commerce service quality on Saudi airlines using a Webqual model. The Webqual model has been widely used to measure the perception of service quality. The study sample, with 317 respondents, uses a Likert scale and a questionnaire with 32 items on service quality about Saudi Arabian Airlines. Data on gender, age, income, education, Alfursan Saudi Airline members and jobs of respondents were used in the correlation of the study. To identify and analyze the significant differences of opinion between and within the groups, the popular statistical t-test, and ANOVA test were applied by using SPSS software highlighting more detailed study findings. The analysis of 317 respondents shows that gender, age, income, job education group and Alfursan members are not highly satisfied with the website service quality of Saudi Airlines. The analysis also shows the hypothesis is accepted in all respondents groups. |
