The Relationship between Service Quality, Customer's E-Satisfaction, and Overall Quality of Electronic Services with Airline Tickets Online Purchase Intention

Abstract

Despite the increasing use of Internet in Iran, e-commerce and sales have been less prevalent in the country. In Iran, many Internet users seem reluctant to purchase electronic products and services from companies and organizations providing these facilities. Since inefficiencies of websites for effective and efficient communication with the users and Electronic services quality and quality of services is effective in communicating with users , we examined impact of e-service quality, services quality and customer e-satisfaction on process of customer purchasing intention. This research was conducted by using a questionnaire which were distributed through sales offices plane and distributed among the 370 people who have made at least one purchase online airline tickets. The results indicated that service quality, customer e-satisfaction, and overall quality of electronic services did not have significant impact on process of customer purchasing decision.