Date of Award

Summer 6-1996

Document Type

Thesis - Open Access

Degree Name

Master of Business Administration in Aviation


Aviation Business Administration

Committee Chair

Tom Tacker

Committee Member

Bijan Vasigh

Committee Member

Steve A. Cossette


This thesis will look at the impact of electronic ticketing travel on the behavior and acceptance trends by airline customers, its effects on revenue generation and cost-cutting opportunities, and the implications in the established transaction flow processes. This form of ticketing is becoming increasingly popular among U.S. and European airlines due to the reduced costs in different areas of passenger and transaction flow handling when compared to the current paper-based ticketing method. While at first glance this new ticketing technology application seems like a move in the right direction for airlines, there is no evidence as to the views from customers. To this effect, the researcher will collect and analyze data from customers that have used the electronic ticketing approach and identify key areas where customer needs must be addressed or revisited. The subjects will voluntarily complete and return a survey which focuses on this subject matter.