|
Title:
|
ABANDONMENT IN WEB APPLICATIONS FOR PURCHASING AIRLINE TICKETS |
|
Author(s):
|
Malcolm Mactavish, Lyndon Veale |
|
ISBN:
|
978-989-8533-09-8 |
|
Editors:
|
Bebo White and Pedro Isaías |
|
Year:
|
2012 |
|
Edition:
|
Single |
|
Keywords:
|
Airline, checkout, abandonment, e-commerce, user experience |
|
Type:
|
Full Paper |
|
First Page:
|
188 |
|
Last Page:
|
194 |
|
Language:
|
English |
|
Cover:
|
|
|
Full Contents:
|
click to dowload 
|
|
Paper Abstract:
|
Users of E-Commerce applications may visit a web application several times before committing to the purchase of a product or service. Many never make that commitment but use the application to compare factors such as specifications and prices. Dropout from online systems is prevalent and significant resources are consumed with no return for the site owner. This paper investigates common causes of abandonment in the airline industry. It considers a number of problems in the provision of online booking systems, assesses the degree to which user dropout can be attributed to the systems or the users, compares the systems implemented by a number of large airlines and seeks to find problems that they have in common. The methodology used was to review existing research into causes of abandonment across a wide range of industries. A list of success criteria was prepared, against which a range of web-mediated airline booking systems were compared. Strengths and weaknesses were identified, and a number of important conclusions and recommendations were drawn. Proposals are presented that, if implemented, could lead to the improvement of user engagement, a reduction in abandonment, and tangible increases in the revenue generated by airline booking systems. |
|
|
|
|
|
|
