The continues growth of online network is visible and obvious which extend the impact of electronic word of mouth (E-WOM) on different online platforms that has dramatically increased. Subsequently consumer buying decision will be affected as well. Online trust is a significant factor here due to its role in influencing airline e-ticket purchasing intention. The purpose of this research is to investigate the role of online trust on mediating the relationship between e-WOM and airline e-ticket purchasing intention. The online research questionnaire survey technique was used in this research to examine the dimensions on E-WOM, online trust, and purchasing intention on airline e-ticket purchasing intention towards 311 respondents. Purposive sampling techniques was used in this research and structural equation modeling was used to test the research hypotheses. The study results confirm that E-WOM has an impact on online trust and airline e-ticket purchasing intention. The findings of this research provide valuable information to future researchers and airline companies’ marketers and managers who employ on booking system, also it is useful for individuals to pay more attention on the credibility of E-WOM and whether or not they should trust the source.

The intense competition in the airline industry urges adjustment to service quality and pricing. Alterations to service quality and price may lead to service degeneration and price unfairness, which will affect customer satisfaction and trust. The objective of this investigation was to figure out the role of service quality and price fairness in improving customer satisfaction and building customer trust in the airline industry in Indonesia. Questionnaire responses were collected from 300 randomly enrolled passengers at Halim Perdana Kusuma Airport Indonesia. This research took a verification approach by the Structural Equation Modeling (SEM) technique. The results indicate that service quality, price fairness, and customer satisfaction played an important role in building customer trust. Customers’ positive experiences, optimum service quality, and price fairness perception enabled the airline company to be closer to them and build their trust. Satisfaction was proven to mediate the relationship of service quality and price fairness to customer trust.

Over the past 40 years, global air travel has increased eight-fold: In 1974 air planes carried 421 million people globally. This means that global air travel has been growing up about 5% every year for 4 decades and this trend is expected to continue in the future. While demand growth is an important factor for the profitability of the airline industry, its impact quite depends on the operational performances such as load factor, passenger yield, labor efficiency and fuel efficiency. So, the objective of this study is to analyze companies competing in the airline industry to address how to use the return on invested capital (ROIC) tree model to analyze the effect of operational performances on airline companies’ financial performance and then how to increase the financially inferior company’s per-formance by intimidating the operationally and financially superior and productive company. In the case of the Korean airline industry, two leading legacy airline companies called as a company A and B were selected to do the computational study for the effect of operational performance on the financial performance and productivity. We analyzed the financially high-performing company using the ROIC tree model and then looked at financially how much the inferior company would be improved if it could imitate some factor consisting of the productivity ratios from the financially high-performing company.

This paper considers the factor influencing on an airline carrier based on operations of an airport on the routes flown out of that airport. This study deals with evaluation of the Customer Performance index (CPI) of distinct domestic civil airlines in India. CPI consists of various parameters; among them many disembodied parameters, which are difficult to measure. In this context, initially we identified the prime factors that are crucial for evaluation of performances provided by various airlines in India. Thereafter, in order to determine the hierarchy among these factors; modified digital logic (MDL) approach is employed and cost is found to be the most important criteria. Furthermore, CPI is calculated using fuzzy-VIKOR approach. Such approaches can help the airlines in re-evaluating their current policies and then formulate comparatively more efficient market strategies to improve performance quality and to gain customers’ loyalty.

Flight interruption is one of the most important issues in today’s airline industry. Every year, most airlines spend significant amount of money to compensate flight delays. Therefore, it is important to detect important factors influencing on flight delays. This paper presents an empirical investigation to determine important factors on this issue. The study also asks some decision makers to make pairwise comparison and ranks various factors using the art of analytical hierarchy process. The study determines that technical defects and delayed entry were among the most important factors to blame for flight delays. In addition, announcing the postponement, replacement aircraft and path replacement are among the most important decisions facing managers in the aviation industry during the disruption of the flight.

Quality of services in airline industry plays an important role in market penetration and customer retention. In this paper, we present a factor analysis to find important factors in Iranian Airline industry. The study designs a questionnaire consist of 35 questions and distribute it among 200 customers who regularly use services from 16 different airlines and they are investigated based on the implementation of factor analysis. The results of our survey determines seven important factors including physical features of the environment, Kettering, Pre-flight passenger services, Ability to respond, Reliability, Passenger service flight and Virtual Passenger Services. The paper discusses that improving these seven factors can significantly improve service quality in this sector.