An Empirical Study on the Influence of E-service Quality on Customers Trust: a study of Royal Jordanian airline service website

Abstract

This Thesis is a study for the behavior of royal Jordanian airlines passengers using the online services and booking system it, investigates the value of royal Jordanian website quality and impact on passengers trust; it also examines the importance of five factors regarding e-services trust (Ease of use, Reputation, Privacy and Security, Responsiveness,Information quality )passengers who choose to visit Jordan will want to try the flag carrier as it represents spirit of the country, and before experiencing the quality of in-flight services passengers will probably book ticket using Royal Jordanian website , and the quality of service passengers experience will be the first impression about the whole country, if the airline can make special and unique , it will lever up the whole country reputation and international recognition.