Quality evaluation of airline's e-commerce website, a case study of AirAsia and Lion Air websites

Abstract

Airline industries utilize e-commerce website as one way to offer services. The website creates a new area of competition between the airlines, i.e. comparative qualities among their e-commerce websites. This research aims to develop a framework which can be used to evaluate the quality of airline's e-commerce website. Furthermore, this research also compares the quality of e-commerce website between AirAsia and Lion Air. The evaluation is based on five quality aspects, i.e. information quality, service interaction quality, usability, website design and playfulness/enjoyment. The evaluation was conducted using two survey methods, direct observation and questionnaire distribution. Wilcoxon Signed-Rank Test Method was used in this research to process data from questionnaire spreadsheets. Analysis result showed that from five quality aspects, AirAsia's website outperformed Lion Air's website.