Effects of information technology and customer satisfaction in air transport
Information Technology is vital in all organizations especially in the air transport. This paper reviews how information technology (IT) impacts organizations in the aspect of customer service. The authors are interested in the implication of online service of 5 different airlines towards passengers...
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| Format: | Article |
| Language: | English |
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EDP Sciences
2023-01-01
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| Series: | E3S Web of Conferences |
| Subjects: | |
| Online Access: | https://www.e3s-conferences.org/articles/e3sconf/pdf/2023/26/e3sconf_uesf2023_05019.pdf |
| _version_ | 1797807992116084736 |
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| author | Waramontri Rojanard |
| author_facet | Waramontri Rojanard |
| author_sort | Waramontri Rojanard |
| collection | DOAJ |
| description | Information Technology is vital in all organizations especially in the air transport. This paper reviews how information technology (IT) impacts organizations in the aspect of customer service. The authors are interested in the implication of online service of 5 different airlines towards passengers’ behaviors. Many organizations in the Airline Industry see the importance of the e-service and aim to add the value in the Information Technology. This led the researcher to investigate ways fororganizations in the air transport to adapt quickly and grow rapidly. This is one of the vital tools for organizations in the air transport to increase customers satisfaction. Thus, this study was conducted to investigate the relationship of customer satisfaction and the information technology of airlines industry. The respondents were 88 passengers using e-service offered by 5 airlines in Thailand. The findings reported top 3 relevant factors affecting customer satisfaction that can set as guidelines for organizations in air transport. |
| first_indexed | 2024-03-13T06:30:55Z |
| format | Article |
| id | doaj.art-6d2b305bb02a4649b453841bc15f591e |
| institution | Directory Open Access Journal |
| issn | 2267-1242 |
| language | English |
| last_indexed | 2024-03-13T06:30:55Z |
| publishDate | 2023-01-01 |
| publisher | EDP Sciences |
| record_format | Article |
| series | E3S Web of Conferences |
| spelling | doaj.art-6d2b305bb02a4649b453841bc15f591e2023-06-09T09:08:38ZengEDP SciencesE3S Web of Conferences2267-12422023-01-013890501910.1051/e3sconf/202338905019e3sconf_uesf2023_05019Effects of information technology and customer satisfaction in air transportWaramontri Rojanard0Suan Sunandha Rajabhat UniversityInformation Technology is vital in all organizations especially in the air transport. This paper reviews how information technology (IT) impacts organizations in the aspect of customer service. The authors are interested in the implication of online service of 5 different airlines towards passengers’ behaviors. Many organizations in the Airline Industry see the importance of the e-service and aim to add the value in the Information Technology. This led the researcher to investigate ways fororganizations in the air transport to adapt quickly and grow rapidly. This is one of the vital tools for organizations in the air transport to increase customers satisfaction. Thus, this study was conducted to investigate the relationship of customer satisfaction and the information technology of airlines industry. The respondents were 88 passengers using e-service offered by 5 airlines in Thailand. The findings reported top 3 relevant factors affecting customer satisfaction that can set as guidelines for organizations in air transport.https://www.e3s-conferences.org/articles/e3sconf/pdf/2023/26/e3sconf_uesf2023_05019.pdfair transportinformation technologycustomer satisfaction |
| spellingShingle | Waramontri Rojanard Effects of information technology and customer satisfaction in air transport E3S Web of Conferences air transport information technology customer satisfaction |
| title | Effects of information technology and customer satisfaction in air transport |
| title_full | Effects of information technology and customer satisfaction in air transport |
| title_fullStr | Effects of information technology and customer satisfaction in air transport |
| title_full_unstemmed | Effects of information technology and customer satisfaction in air transport |
| title_short | Effects of information technology and customer satisfaction in air transport |
| title_sort | effects of information technology and customer satisfaction in air transport |
| topic | air transport information technology customer satisfaction |
| url | https://www.e3s-conferences.org/articles/e3sconf/pdf/2023/26/e3sconf_uesf2023_05019.pdf |
| work_keys_str_mv | AT waramontrirojanard effectsofinformationtechnologyandcustomersatisfactioninairtransport |