| Issue |
E3S Web of Conf.
Volume 389, 2023
Ural Environmental Science Forum “Sustainable Development of Industrial Region” (UESF-2023)
|
|
|---|---|---|
| Article Number | 05019 | |
| Number of page(s) | 5 | |
| Section | Sustainable Transport and Green Logistics | |
| DOI | https://doi.org/10.1051/e3sconf/202338905019 | |
| Published online | 31 May 2023 | |
Effects of information technology and customer satisfaction in air transport
Suan Sunandha Rajabhat University, 1 U Thong Nok rd., Dusit, Bangkok, Thailand, 10300
* Corresponding author: rojanard.wa@ssru.ac.th
Information Technology is vital in all organizations especially in the air transport. This paper reviews how information technology (IT) impacts organizations in the aspect of customer service. The authors are interested in the implication of online service of 5 different airlines towards passengers’ behaviors. Many organizations in the Airline Industry see the importance of the e-service and aim to add the value in the Information Technology. This led the researcher to investigate ways fororganizations in the air transport to adapt quickly and grow rapidly. This is one of the vital tools for organizations in the air transport to increase customers satisfaction. Thus, this study was conducted to investigate the relationship of customer satisfaction and the information technology of airlines industry. The respondents were 88 passengers using e-service offered by 5 airlines in Thailand. The findings reported top 3 relevant factors affecting customer satisfaction that can set as guidelines for organizations in air transport.
Key words: Air Transport / Information Technology / Customer Satisfaction
© The Authors, published by EDP Sciences, 2023
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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