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{"title":"The Influence of Website Quality on Customer E-Satisfaction in Low Cost Airline","authors":"Zainab bt Khalifah, Wong Chiet Bing, Noor Hazarina Hashim","volume":95,"journal":"International Journal of Information and Communication Engineering","pagesStart":3457,"pagesEnd":3464,"ISSN":"1307-6892","URL":"https:\/\/publications.waset.org\/pdf\/9999611","abstract":"The evolution of customer behavior in purchasing \r\nproducts or services through the Internet leads to airline companies \r\nengaging in the e-ticketing process in order to maintain their \r\nbusiness. A well-designed website is vitally significant for the airline \r\ncompanies to provide effective communication, support, and \r\ncompetitive advantage. This study was conducted to identify the \r\ndimensions of website quality for low cost airline and to investigate \r\nthe relationship between the website quality and customer esatisfaction \r\nat low cost airline. A total of 381 responses were \r\nconveniently collected among local passengers at Low Cost Carrier \r\nTerminal, Kuala Lumpur via questionnaire distribution. This study \r\nfound that the five determinant factors of website quality for AirAsia \r\nwere Information Content, Navigation, Responsiveness, \r\nPersonalization, and Security and Privacy. The results of this study \r\nrevealed that there is a positive relationship between the five \r\ndimensions of website quality and customer e-satisfaction, and also \r\ninformation content was the most significant contributor to customer \r\ne-satisfaction.<\/p>\r\n","references":"[1] eMarketer, \u201cAsia-Pacific is to lead the World in Online Sales by 2013,\u201d\r\nAugust 2012, Retrieved on 27 December 2012 from\r\nhttp:\/\/www.newmediatrendwatch.com\/news\/1089-asia-pacific-is-tolead-\r\nthe-world-in-online-sales-by-2013.\r\n[2] AirAsia, \u201cAirAsia named World\u2019s Leading Low Cost Airline. 1\r\nDecember 2013,\u201d Retrieved on 20 January 2014 from\r\nhttp:\/\/www.airasia.com\/ my\/en\/press-releases\/ airasia- named-worldsleading-\r\nlow-cost-airline.page.\r\n[3] T. C. Lau, C. H. Kwek, and H. P. 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