Web Service Quality and Service Performance of Full Service Airlines

The information technology industry has become an indispensable tool in shaping corporate success in the era of global and hyper competitive market. The success of airline business is considered to be a function of web service quality i.e. content, merchandise, functionality, privacy and customer service that directly influence the online customers.in this study we examined the demographic profile of the online customers and reliability & validity of web service quality and web service performance. We were analysed that the beta values found to be 0.337 (p=0.000) for customer service, 0.155 (p=0.003) for privacy, 0.085 (p=0.043) for merchandise and 0.003 (0.958) for offerings, indicating positive impact on online service quality. The results revealed that customer service has positive and significant impact on online service quality followed by privacy, merchandise and offerings functionality & offerings.