Abstract
Information Technology is vital in all organizations especially in the air transport. This paper reviews how information technology (IT) impacts organizations in the aspect of customer service. The authors are interested in the implication of online service of 5 different airlines towards passengers’ behaviors. Many organizations in the Airline Industry see the importance of the e-service and aim to add the value in the Information Technology. This led the researcher to investigate ways fororganizations in the air transport to adapt quickly and grow rapidly. This is one of the vital tools for organizations in the air transport to increase customers satisfaction. Thus, this study was conducted to investigate the relationship of customer satisfaction and the information technology of airlines industry. The respondents were 88 passengers using e-service offered by 5 airlines in Thailand. The findings reported top 3 relevant factors affecting customer satisfaction that can set as guidelines for organizations in air transport.
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