A study of airlines' online reservation services on the internet

Chun Hung Roberts Law, Rita Leung

Research output: Journal article publicationJournal articleAcademic researchpeer-review

122 Citations (Scopus)


This article reports on a study about examining airlines' Web-based online reservation services. Thirty airlines from three regions (North America, Europe and Middle East, and Asia and Australia) were assessed to determine whether there were any significant differences between the three regions, in terms of the Web site attributes and services provided to travelers. In this research, the attributes selected for examination included (1) components of online reservation services, (2) provision of extra benefits, (3) factors affecting reservation time, and (4) provision of additional services/facilities. Empirical results indicated that some airlines did not provide all components in the chosen attributes and that airlines in these three regions differed significantly in certain dimensions of the chosen attributes. In particular, airlines in North America were found to have the most comprehensive Web-based reservation services.
Original languageEnglish
Pages (from-to)202-211
Number of pages10
JournalJournal of Travel Research
Issue number2
Publication statusPublished - 1 Jan 2000

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Transportation
  • Tourism, Leisure and Hospitality Management

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