Scales
|
Questionnaire instrument
|
Cronbach Alpha
|
N. of Items
|
|
Customer Technical Support |
1. E-ticketing provides good personal sales assistance by e-mail or SMS. |
0.791 |
5 |
|
2. E-ticketing provides FAQ (frequently asked questions and answers) links to the relevant information. |
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3. E-ticketing technical support terms and conditions of sales are easy to find through the web. |
|
4. E-ticketing provides an easy access to the company’s policy for shipping and handling of their products. |
|
5. E-ticketing provides full details of pricing and taxes for product and service. |
|
|
Infrastructure |
6. E-ticketing infrastructure allows information to be readily accessible to you. |
0.837 |
6 |
|
7. E-ticketing Infrastructure helps new users with an easy access to all applications. |
|
8. E-ticketing Infrastructure can be integrated with other e-things. |
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9. E-ticketing Infrastructure flexibly adjusts to new job demands |
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10. E-ticketing Infrastructure provides sufficient information. |
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11. I’m satisfied with the accuracy that E-ticketing website provides. |
|
Data security |
12. E-ticketing Websites check online customers’ identity for security purposes |
0.866 |
6 |
|
13. E-ticketing websites ensure that information about electronic transactions is protected from being altered or destroyed. |
14. I felt secure in providing personal information for purchasing airline tickets online |
15. Airline companies have adequate website security features. |
16. Airline companies protect my privacy when purchasing tickets online. |
17. Airline companies websites provide high protection on my credit card information |
User-Friendliness |
18. I find it easy to get E-ticketing Websites to do what I want them to do |
0.877 |
5 |
|
19. It is easy for me to become skilful at using E-ticketing Websites. |
20. Using E-ticketing Websites enables me to accomplish my purchasing. |
21. I find E-ticketing Websites easy to use. |
22. Learning to operate E-ticketing Websites is easy for me. |
Customer Satisfaction |
23. Overall, as a customer, are you satisfied with this website? |
0.901 |
6 |
|
24. How effective is this websites in supporting your purchase from your perspective as a customer? |
25. How satisfied are you with the technical quality of these websites? |
26. How satisfied are you with the information provided through these websites? |
27. How satisfied are you with the quality of the service available through these websites? |
28. How satisfied are you with the way these websites adjust to your particular needs? |