Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/21274
Title: The Formation of Employee Satisfaction with Airline Information Systems
Authors: Au, N 
Cheng, TCE 
Keywords: Airline information systems
equity
involvement
satisfaction
Issue Date: 2012
Source: Journal of travel and tourism marketing, 2012, v. 29, no. 4, p. 335-351 How to cite?
Journal: Journal of Travel and Tourism Marketing 
Abstract: Ensuring end users (i.e., employees) are able and willing to use advanced airline information systems (IS) is critical for airlines to gain operational efficiency and passenger satisfaction. Despite the importance of end-user satisfaction (EUS) with IS, there have been no prior studies examining the extent of the applicability of previous theoretical constructs of EUS in the context of airline IS. We integrate the major antecedents of EUS into a proposed EUS model for airline IS and collect data via a questionnaire survey from service operational employees of eight airlines to test the model. The results indicate that although the actual and expected performance of an IS are two determinants of EUS, equitable needs fulfillment has the largest impact on EUS. Conversely, we find that equity sensitivity and involvement congruence have no significant impact on EUS. This article contributes to research by identifying the factors that yield EUS with airline IS and provides managerial insights on successful IS management in the airline industry.
URI: http://hdl.handle.net/10397/21274
ISSN: 1054-8408
DOI: 10.1080/10548408.2012.674875
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