Airline E-commerce user experience experiment: An investigation of Thai LCCs passengers' purchasing behaviour among different online platforms

Abstract

Purpose: This study examines the current state of the airline’s e-commerce platforms and seek to identify their benefits and disadvantages in the aspect of user experience. Design/methodology/approach: The study commenced by first reviewing the literatures on actual sale figure from the studied Thai LCC, user interface (UI) and user experience (UX). It then proceeded to gather the empirical evidences using questionnaires from 135 active air passengers who have online purchasing experience. The composite findings from literature review and surveys were then used to design and apply for the final phase which is a series of in-depth interviews of air passengers on their usability test sessions and experts from the related industries. Coding and clustering was utilised to analyse the qualitative data obtained. Findings: The study examines the differences in online ticket purchasing platforms including airline's website, mobile-site and mobile application. The results identified five areas of factors: physical, trust, willingness to learn, context of use and adjustment. With regard to these factors, there are no single platform that outperform others. Airlines need to ensure that UX/UI of all platforms meet the users’ requirements in all circumstances. Originality/value: The study reveals the customer thinking processes on online purchasing behaviour. It focuses on web-usability and user experience of different booking platforms. The findings allow the subjected LCC to improve customer experience and optimise its platforms. The paper could also benefit other entrepreneurs who are in the related industry or similar contexts. In addition, the study of user-experience in the context of airline industry, particularly in the emerging countries like Thailand is limited.