Phase 1: Users' Satisfaction with SBTs against their rated OTA Feature This study is to address the 3'd research question

CHAPTER I CHAPTER I INTRODUCTION

CHAPTER 3 METHODOLOGY

S. D. Cronbach's a Items Factor

4.3 Phase 1: Users' Satisfaction with SBTs against their rated OTA Feature This study is to address the 3'd research question

group of respondents who reported their flex1ble attitude as "May compromise" on SQAs of the airline, p=.031 ( < .05).

Table 4.8: Multiple Comparisons on Satisfaction Level with Existing OT As

Dependent Variable: Satisfaction with Existing OTAs

fl

(I~bhlow

^(J) how flexible D:wf ... ean Std.

s·

C 9fisdo/o

ext e you ¹ .erenc E tg. on ¹ ence

you are rror

, _ _ are . - .... --~--~·-- ~~J)i _________ --~nterval_~

Lower Upper Bound Bound

~---~--

Can May Compromise

Compromise ______ .. ---~ -.17 .167 .579 -.59 .24

Cannot

-.57(*) .166 .003 -.98 -.16 _ ~omjlromise - ; - - - - - - - -

May Can Compromise -.

Comjlromise _____

~·

- - - - ___ .1_7

--·~16~7~---·5_79-~-

24 ^{--- .59} Cannot

_ _ _ _ _ Compromise -.39(*) .148 .031 -.76 -.03

···-~·---·---· - - - - -

Cannot Can Compromise

Comprom_is_e_~_ . - - - ; - - - · - - · · · - - - : : c ; c - -

MayCompromise .39(*) .148 .031 .03 .76

.57(*) .166 .003 .16 .98

*

The mean difference is significant at the .05 level.

4.2.4.3 Effect Size for One-way ANOVA

From our hypothesis testing we know that the three groups are different, but this does not confer the strength or the magnitude of this effect. Effect size is measure of the strength of an effect. And since we have already rejected the null-hypothesis in the both of the above cases, therefore it makes sense to calculate effect-size to determine the size of the effect. The size of the effect is 7.5% (1]² = 0.0745).

4.3 Phase 1: Users' Satisfaction with SBTs against their rated OTA Feature

4.3.1 Hypothesis Testing Hs

Hs: Users' satisfaction with existing SBTs will be diflerent across their choice of four OTA features for making SBTs more FOARS.

4.3.1.1 Means Plot

The means plot as shown in Figure 4. 7 illustrates two lines, red line indicating respondents who consider integration of OTA features into SBTs may not necessarily make them FOARS, while the green one denotes the respondents who think otherwise. Means plot showed that out of the four OT A features investigated in this study, user satisfaction was highest for opaque fare and hotel search facility. Among the two, opaque fare was highly recommended due to being users' absolute satisfaction point.

4.0

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^J5

~ ~

J

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f

²⁵

1 ]

²⁰

] 6

~ ¹⁵

10

M"'"'D"p]o, Op.K[ LocI ,~01 A Ite-m arc II •rport '

RecommendedOTA feature for• ntegrat10n •ntoSBT~

Do you think integration of OTA features into existing SBTs will make them more FOARS?

0 Notsosurc

Yes~erysure

Figure 4.7: Means Plot on the Recommendation oflntegrating OTA Features Out of the four OTA features investigated in this study, opaque fare and hotel search are the only two OTA features for which the green line is lower than the red line (low value indicates high satisfaction). However, among the two, opaque fare is the most recommended OT A feature for making SBTs flexible, since it reflects absolute highest satisfaction point of the respondents, who thought integration of OTA features into SBTs will make them more FOARS and also among respondents who think otherwise, because it has been considered as the second most important feature for integration, only after Matrix Display.

Table 4.9: Mean Score and SD on the Recommendation of Integrating OT A Features Matrix Opaque Alternative Hotel

Airport Search Display Fares

Search Facility

Do you think Yes. very Mean 2.25 1.60 3.00 3.40

integration of sure

OTAfeatures about it. S.D. .500 .548 .707 .548

in to existing

Mean 2.00 2.06 2.83 3.67

SETs will make Not so them more very sure

S.D. .707 .827 .753 .577

FOARS? about it.

4.3.1.2 Two-ways Analysis of Variance

A two-way analysis of variance tested the satisfaction level of the representatives with existing OARS and also reported if the integration of OTA features into SBTs would make them more FOARS. and also picked their recommended OT A feature for integration into SBTs. The three different F-tests as shown in Table 4.10 are:

I. The first one is the mean satisfaction level different across four proposed OT A features for SBTs. controlling for that effect of sharing, if the chosen OTA feature will make existing SBTs more flexible. The difference in satisfaction level has been found to be statistically significant at p<O.Ol.

2. The second F -test looks at whether respondents who reported that integration of OTA features into SBTs will make them flexible reservation systems, do or do not have different levels of satisfaction with existing OARS, and again the results were significant at p<O.OS

3. The third F -test examines the interaction effect of the four proposed OT A features and their integration into SBTs for making them FOARS. The finding was significant at p<O.OS, suggesting that some combination of OTA features and existing SBTs are related and can influence upon one another, especially in terms of making them more flexible.

Table 4.10: Two-way ANOV A on the Satisfaction Level with Existing OARSs

Dependent Variable: Satisfaction Level with Existing OARS (SBTs)

Source Type III Sum df

_ ____ _____ ___ __ __ of Squares _ _ (_:orrectcd Model___ _ _ ______ 18_229(a) 7 _Intercept __ _ _ _ _ ___ 269.145 I

Recommended OT A feature for SBTs

- - · - - - - - o--=-:--:--

Flexible SBTs (Yes/No) ____ _ Flexible SBTs

*

Recommended OT A feature for SBTs

18.056 1.827 1.012 21.591

3

3 42 Error

Total

- - - - - - - - ^{- - · - - · · - - - - - -}

338.000 50

- - - - - · · · - - - - - - - - · - - · · - - - -

Corrected Total 40.320 49

a R Squared~ .465 (Adjusted R Squared~ .375)

Mean .fuiuare

2.676

F 5.205

- - -

Sig . .000 269.145 523.552 .000 6.019 11.708 .000 1.827 3.556 .004 .337 .656 .042 .514

The three different F -tests in the two way analysis of variance are discussed as under:

I. Respondents, who indicated that integration of OTA's feature into existing SBTs will make them FOARS, shared the highest level of satisfaction when opted for opaque fare as a recommended OTA feature for SBTs. However, respondents who indicated integration of OTA features into existing SBTs may not make them flexible, reported higher level of satisfaction when opted for Matrix Display and Alternate Airport Search as a recommend solution for SBTs (F = 11.708, p = .000 < 0.01).

2. Satisfaction level with existing OARS differed significantly (F ⁼ 3 .556, p ⁼ .004 < 0.05) across respondents who indicated whether or not integration of OT A features would make the existing systems more flexible.

3. The interaction effect of the four proposed OTA features and their integration into SBTs for making them FOARS was also significant (F = .656, p ⁼ .042 <

0.05).

F-Test for respondents, who indicated that integration of OTA's feature into existing SBTs will make them flexible Online Airline Reservation Systems, shared the highest level of satisfaction when opted for opaque fare as a recommended OT A feature for SBTs (F ⁼ 11.708, p ⁼ .000 < 0.01 ). Since the satisfaction level of the users differed significantly, therefore, hypothesis is accepted

4.4 Phase II: Users' Perception on Flexible Tt·aveling Behavior