Abstract

Rehab Yassin Zoweil
THE IMPACT OF INFORMATION TECHNOLOGY ON THE AIRLINE INDUSTRY WITH THE EMPHASIS ON EGYPTAIR
The airline industry is a highly competitive business, since it depends mainly on building customer loyalty that is achieved through quick identification of customer needs and availibity of up to date information and service effeciency. therefore airlies were the first tourism sector to intensively use IT to improve flow of information and secure service efficenct. on the oter hand , asignificant feature of the new technology is lack of standardization that leads to the existence of a highly competitive environment. airlines that do not implement and fo ow the new waves of technological evolution ,they will suffer and competition will erode their market shares. the research hypotheses are designed mainly to asses the impact of IT on the reservation and ticketing operations and to evaluate the already used technology by EGYPTAIR reservation offices and its impacts on the service quality provided, through the application of the SERVQUAL instrument after being modified. besides testing the hypotheses , the research intended to achieve a number of predetermined objectives, for example reviewing the current IT APPLICATIONS within the reservation operations and establishing a set of criteria based on IT that leads to excellence in product innovation and vital for customer satisfaction. a stratified random sample was used to collect the data from EGYPTAIR'S reservation offices from Cairo and Alexandria( 12 offices ) through a self adiminstrated questionnaire. the gaol wasto obtain 150 completed and valid survey from each stratum. the collected data were coded, tabulated and analyzed using a variety of test statistics such as ANOVA, T-test, multiple regression , and CHI square test. recommendations were suggested to help airlines to reassess their competitiveness in terms of IT.