Abstract:

Today, the Internet story is almost all about the evolution from e-Commerce and e-Business into e-Services. Airline industry has a significant contribution in the development of information technology as well as the economy. There is some success and failure in airline e-Services projects. In Indonesia for instance, some airline companies have adopted e-Services, yet have faced various problems in encouraging their customers to utilize e-Services. This study explores the factors and variables that influence consumers in using e-Services of Indonesian Airlines. This paper is a report of the qualitative field study by employing snowball sampling towards 15 selected consumers who has used e-Services. They vary from various professionals and educational backgrounds, range of domicile, and different degrees of computer usage. Content analysis is, then, performed to extract the factors and variables, and to develop the final research model. The result of the interviews identifies five major variables affecting to e-Services adoption as effort expectancy, facilitation conditions, trustworthiness, outcome expectancy, and motivation. The paper concludes to highlight the theoretical and managerial implications, and future research directions.