Assessing consumer risk in an internet driven industry: Low cost airlines in Thailand

Corbitt, B and Nguyen, V 2005, 'Assessing consumer risk in an internet driven industry: Low cost airlines in Thailand', in IIIT (ed.) Proceedings of Pacific Asia Conference on Information Systems, Bangkok, Thailand, 7-10 July, 2005, pp. 698-711.


Document type: Conference Paper
Collection: Conference Papers

Title Assessing consumer risk in an internet driven industry: Low cost airlines in Thailand
Author(s) Corbitt, B
Nguyen, V
Year 2005
Conference name PACIS 2005
Conference location Bangkok, Thailand
Conference dates 7-10 July, 2005
Proceedings title Proceedings of Pacific Asia Conference on Information Systems
Editor(s) IIIT
Publisher Kasetsart University, Institute for Innovative Information Technology
Place of publication Bangkok, Thailand
Start page 698
End page 711
Total pages 14
Abstract This research measures perceived risks of consumers when using internet-based operations in Asian low-cost airlines operating in Thailand. A risk profile measure is used to illustrate the risk exposure from the customer's perspective when flying with lowcost airlines. The paper reports a survey the analysis of which highlights the top ten risks (factors) important to customers. The paper also reports that in terms of the probability of risk, the ratings show that consumers perceived legal, operational, and environmental risks as being the most likely to affect their decisions. The reliance on the Internet for customer service and management was perceived to pose less significant risk.
Subjects Information Systems not elsewhere classified
Keyword(s) Internet-driven business
risk
consumer risk
risk profiling
South East Asia
low cost airlines.
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