UTAUT2 Influencing the behavioural intentention and the effect to the customer satisfaction of purchasing airlines ticket via internet
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Institusion
Universitas Pelita Harapan
Author
Wenika, Wenda
Subject
HD28 Management. Industrial Management
Datestamp
2020-04-29 06:23:23
Abstract :
This study aims to examine the different drivers of online airline ticket purchasing behavior and to validate a new conceptual framework in this context. Based on the Extended Unified Theory of Acceptance and Use of Technology (UTAUT2), this research includes nine variables: Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, Hedonic Motivation, Price-Saving Orientation, Habit, Behavioral Intention and Customer Satisfaction. Data from 175 valid questionnaires, collected in Pelita Harapan University, were tested against the research model. Our findings indicate that Habit, and Social Influence do have a positive relationship towards Behavioral Intention, and Behavioral Intention does have a positive relationship towards Customer Satisfaction.
This study aims to examine the different drivers of online airline ticket purchasing behavior and to validate a new conceptual framework in this context. Based on the Extended Unified Theory of Acceptance and Use of Technology (UTAUT2), this research includes nine variables: Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, Hedonic Motivation, Price-Saving Orientation, Habit, Behavioral Intention and Customer Satisfaction. Data from 175 valid questionnaires, collected in Pelita Harapan University, were tested against the research model. Our findings indicate that Habit, and Social Influence do have a positive relationship towards Behavioral Intention, and Behavioral Intention does have a positive relationship towards Customer Satisfaction.
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