Measuring Quality of Asian Airline Websites Using Analytical Hierarchy Process: A Future Customer Satisfaction Approach

by Humera Khan,P.D.D.Dominic
( Department of Computer & Information Science Universiti Teknologi PETRONAS )

Date Published: 02 Dec 2013
Published In: Information Systems International Conference (ISICO)
Volume: 2013
Publisher: Departemen Sistem Informasi, Institut Teknologi Sepuluh Nopember
Language: id-ID

Keywords: Airlines,Website Quality,Analytical Hierarchy Process,Customer Satisfaction


The use of internet has changed the way of handling daily affairs of the people. The recent advancement in technology has given the chance to the companies to improve the value and satisfaction of the customer through their web based services. This study aims to check the Asian airlines website quality via online web diagnostic tools. The analytical hierarchy process (AHP) is used to evaluate the website quality of each airline and the results suggest the best airline operates in Malaysia. Future research direction is given to measure the customer satisfaction of airline websites

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