An Empirical Study on the Influence of Online Service Quality on Customer Satisfaction: A Study of Royal Jordanian Airline

Abstract

The aims of this paper is to examine the relationships of online service quality dimensions with customers’ satisfaction towards e-ticket system in Royal Jordanian Airlines. The proposed instrument dimensions are identified based on a questionnaire survey conducted in Jordan. Based on an extensive review of literature, this paper proposed five dimensions for measuring online service quality on customer satisfaction. The results show significant relationships among the online service quality dimensions (Responsiveness, Contact, Efficiency and privacy), and customer satisfaction. The results are important to enable managers to have a better understanding of the key online service quality dimensions that influence customer satisfaction. The primary limitations of this research are the scope and size of its sample.

Keywords: online service quality, Responsiveness, Compensation, Contact, Efficiency and privacy and customer satisfaction