Title: User-centred evaluation of airlines' websites

Authors: Anastasios A. Economides, George Apostolou

Addresses: Information Systems and Economics Departments, University of Macedonia, 156 Egnatia Avenue, Thessaloniki, 54006, Greece. ' Information Systems and Economics Departments, University of Macedonia, 156 Egnatia Avenue, Thessaloniki, 54006, Greece

Abstract: A holistic airline site evaluation framework (ASEF) from the customer|s point of view is presented. ASEF is specific-oriented towards the airlines| websites. Designers and developers of airlines| websites would use it as a guide in order to improve their websites considering multiple quality criteria. In addition, the websites of 30 major airlines are evaluated using ASEF. Most airlines| websites presented inefficiencies with respect to supporting persons with special abilities. Few websites supported e-communities enabling the user|s participation. The websites would use Web 2.0 social networking tools to attract and retain customers. Furthermore, the websites should increase the flexibility of their services to match the personal needs of their customers. Also, each website should support a reliable internal search engine. Finally, governments should ensure that personal data could not be used by others without the person|s authorisation.

Keywords: accessibility; airlines; e-booking; e-ticketing; privacy; social networks; travel portals; trust; usability; Web 2.0; airline websites; online booking; online ticketing; electronic booking; electronic ticketing; website evaluation.

DOI: 10.1504/IJDCET.2009.025355

International Journal of Digital Culture and Electronic Tourism, 2009 Vol.1 No.4, pp.280 - 301

Published online: 19 May 2009 *

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