Factors influencing Indonesian consumers to use e-services in Indonesian airline companies

Abstract

This study develops a research model for investigating the factors that influence consumers to use Indonesian airlines’ e-Services. It employs a two-stage sequential mixed method design comprising both field study and quantitative approaches. The research model is validated from the responses of 819 Indonesian consumers who are users of Indonesian airlines’ e-Services. The results confirm that effort expectancy, social influence, facilitating conditions, trustworthiness and outcome expectancy drives e-Services usage trough motivation and intention to use.