An Exploratory Study on the Customer Satisfaction of e-Ticket Process

항공사 e-티켓 이용에 대한 고객 만족에 관한 탐색적 연구

  • Published : 2006.09.30


This study investigates how airline customers evaluate e-ticket process newly adopted by many of airlines. Customers are highly satisfied with the easy of confirmation on their itineraries and the channel provided through while they are worry about the likelihood of leakage of personal information during e-ticket process. Highly experienced customers on the usage of e-ticket are more concerned about ancillary aspects such as visual image of I.T.R(Itinerary and Receipt) and travel information than functional aspect such as easy of confirmation on itinerary. And also experienced customers are more likely to repurchase e-ticket and when purchasing tickets they do it through internet and call center of airlines rather than travel agencies and ticket office of airlines.