A study to explore factors affecting customers' decisions in adopting airlines online reservation services in Hong Kong

My name is Chris. I am a final year student who is studying Aviation management in Coventry University. This questionnaire is used for collecting data for my research project about factors affecting customer decision in using airline online reservation system. All the data collected is used for academic purpose only and kept confidential and will be deleted after finishing the research project. Therefore I hope you can spend a few minutes to finish the questionnaire.

I ama first-year student of Aviation Management at Coventry University. This questionnaire is created for a study regarding customers' choices in online ticket purchasing systems,aiming to collect data for analysis purposes. All collected data will be used solely for academic purposes, kept strictly confidential, and completely destroyed after the research concludes. Therefore, I hope you can take a few minutes to complete this questionnaire.

Results are publicly available

Part 1 – Perception of Customer decision in using the airline online reservation system (Part 1 – Customer's view on using online ticket booking system) ✪

1= Strongly disagree2= moderately disagree3= somewhat disagree4= somewhat agree5= moderately agree6 = Strongly agree
1. I can use airline online reservation system with ease.
2. Using airline online reservation system does not scare me at all.
3. People who influence my behavior think that I should use airline online reservation system.
4. Confirmation of reservation I get from airline online reservation system is clear.
5. I have no difficulty telling others about details of my reservation from airline online reservation system.
7. I have the resources (e.g. the smart phone or the credit cards) necessary to use airline online reservation system.
8. Using airline online reservation system makes me nervous.
9. People who are important to me think that I should use airline online reservation system.
11. I believe I could communicate to others the details of the reservation from airline online reservation system.
13. Given the resources of using the airline online reservation system (e.g. the smart phone or the credit cards), it would be easy for me to use the system.
14. Using airline online reservation system makes me feel uncomfortable.
15. In general, my own community has supported the use of airline online reservation system.
16. I rate the confirmation messages from airline online reservation system to be excellent.
17. The confirmation message of the reservation from airline online reservation system is obvious to me.
18. If I haven’t used airline online reservation system, I plan to use it in the next few months.
19. The airline online reservation system is not compatible with other systems I use.
20. Using airline online reservation system makes me feel uneasy.

Part 2 – General Information

1. General Information ✪

2. Age ✪

3. How many times have you traveled by air? ✪

4. Which methods have you chosen before for ordering the air tickets? ✪

5. How many times have you used airline online reservation system? ✪

If you answer 0, why haven’t you used the airline online reservation system before?

6. What device would you choose to use the airline online reservation system? ✪

And why? ✪

7. Travel Purpose ✪

8. Education qualification ✪

. ✪

1= Strongly disagree2= moderately disagree3= somewhat disagree4= somewhat agree5= moderately agree6= Strongly agree
9. You are worried about your booking after the process of using airline online reservation system After completing the airline's online booking system, you are worried about your reservation