FN ISI Export Format VR 1.0 PT J TI Usability of airline websites in the ticket purchasing process AF Linden, Erik Bruschek, Tamara Wittmer, Andreas AU Linden, E Bruschek, T Wittmer, A AB The goal of this research project was to analyze how a booking processes on airline websites can be designed more easily so that usability for the customer can be improved. Further, the authors wanted to derive possible consequences of an easier ticket purchase process for the overall design of an airline website. The model underlying this paper shows the connection between booking process design, subject behavior, perception and consequences of the customer in the ticket purchase process. In contrast to the frequently used TAM, the focus of this model lies on the booking process design as an external factor and on actual subject behavior. Through the mix of a literature review, an eye tracking research method as well as a pre- and post-survey, the actual behavior was compared to the subjective perception. Through the examination of the homepage of Swiss International Airlines, Turkish Airlines, Norwegian Airlines, and Ryanair, the authors emphasize that satisfaction of customers significantly influences the intention to reuse and the probability of WOM. The website of Turkish Airlines has proven to be not customer friendly, having a direct negative effect on the intention to reuse the website and the probability of WOM. Swiss customers were very satisfied with the usability, design and process of booking, having a direct positive effect on the intention to reuse and the probability of WOM. Despite being relatively easy to use and due to the high amount of information, the websites of Norwegian and Ryanair have proven to be very complex for customers in their design, thus having a direct negative effect on the rate of satisfaction. ER