Flexible airlines reservation systems using service quality attributes of airelines

摘要

This research paper is part of an ongoing research project to enhance the usability of an Online Airline Reservation System by making them more flexible. The usability of an online airline reservation system cannot be predicted without considering the flexible behavior of travelers. However, travelers' flexible behavior is molded by a number of service quality attributes. In this paper, service quality attributes along with external variables were computed to determine their association with flexible behavior of travelers and to also ascertain their individual range and strength of association. Pearson Correlation Coefficients and Multiple Regression Analysis was computed using the ten servce quality attributes along with external variables to determine their association with flexible behavior of travelers. The results showed that all of these correlations are statistically signifícant. Furthermore, signißcance level was recorded while investigating the association between service quality attributes of airlines, external variables and flexible behavior of travelers. The fínding indicates that service quality attributes of airlines and external variables jointly predict flexible behavior of travelers.