Review of studies on airline website evaluation

Sookyup Chong, Rob Law

Research output: Journal article publicationJournal articleAcademic researchpeer-review

14 Citations (Scopus)


The continuous growth of electronic (e) commerce prompted businesses to manage effective websites to attract customers and retain loyalty. Website evaluation has been extensively researched, but a comprehensive and globally accepted model is yet to be established in the tourism and hospitality industry. This review of studies on airline website evaluation reveals an undesirable situation. Existing literature, especially on the low-cost carrier (LCC) sector, is inadequate despite the heavy reliance of this sector on web-based sales. Neither specific nor comprehensive instruments for effectively assessing airline websites are found. Therefore, a comprehensive website evaluation model in the airline or LCC context is necessary.

Original languageEnglish
Pages (from-to)60-75
Number of pages16
JournalJournal of Travel and Tourism Marketing
Issue number1
Publication statusPublished - 2 Jan 2019


  • Airline
  • effectiveness
  • low-cost carrier
  • multi-criteria decision making (MCDM) method
  • performance
  • service quality
  • technology acceptance model
  • usability
  • website evaluation
  • website quality

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Marketing


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