Title: Websites continuance usage intention: a study from the airline sector

Authors: Humera Khan; P.D.D. Dominic; Sadaf Hina

Addresses: Faculty of Computing and Information Technology, Northern Border University, Rafha, Kingdom of Saudi Arabia ' Department of Computer and Information Sciences, Universiti Teknologi PETRONAS, 32610 Seri Iskandar, Perak, Malaysia ' Department of Computer Science, University of Engineering and Technology, Pakistan

Abstract: Airline websites aim to provide comprehensive and timely information to customers through the adoption and use of information management. Despite rapid growth in information systems (IS) research and practice, few literature reviews had addressed the problems of low cost airlines website quality. This empirical research paper draws constructs from the expectation confirmation model (ECM) and IS continuance literature to develop a better theoretical explanation for low-level airline websites' problem. The IS continuance research finds the substantive differences in construct between initial IS use and IS continuance over time. This paper has constructed a new research model for customers' continuance usage of airline websites and has empirically tested it using the structural equation modelling (SEM) approach. A survey instrument was used to acquire responses from 253 usable samples from respondents. SEM results indicated that the model constructs explained 55% of the variance in airline websites continuance.

Keywords: continuance usage intention; expectation confirmation model; ECM; online information system; airline websites; satisfaction; information quality.

DOI: 10.1504/IJBSR.2023.133102

International Journal of Business and Systems Research, 2023 Vol.17 No.5, pp.522 - 548

Received: 13 Jan 2021
Accepted: 19 Jul 2021
Published online: 01 Sep 2023 *

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