The effect of E-CRM features on customers satisfaction for airline e-ticket services in Malaysia
Recently, the use of technology is growing fast and most of industries apply technology in their business including Airline Industry. The improvement of technology world has forced airline companies into hard competition among them. E-ticket help to ease the process of online transaction between...
| Main Authors: | , |
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| Format: | Conference or Workshop Item |
| Language: | English English |
| Published: |
The Institute of Electrical and Electronics Engineers, Inc.
2016
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/55493/ http://irep.iium.edu.my/55493/ http://irep.iium.edu.my/55493/ http://irep.iium.edu.my/55493/1/55493_The%20Effect%20of%20E-CRM%20features%20on%20Customers.pdf http://irep.iium.edu.my/55493/2/55493_The%20Effect%20of%20E-CRM%20features%20on%20Customers_SCOPUS.pdf |
| Summary: | Recently, the use of technology is growing fast and
most of industries apply technology in their business including
Airline Industry. The improvement of technology world has
forced airline companies into hard competition among them.
E-ticket help to ease the process of online transaction between
company and customer. This study examines the esatisfaction
of using airlines e-ticketing system in Malaysia
based on customers point of view. Using the survey
questionnaire method, more than 500 questionnaire were
distributed and 508 were used for analysis. In order to get the
hypotheses results, the SEM analysis technique has been
applied to this study. The target respondent for this study is
among internet users who had used any Malaysia airlines eservices.
Finding indicate that e-CRM pre-purchase and postpurchase
have a positive effect on customer satisfaction and
have a positive significant relationship. This finding reveals
that most of the respondents are satisfied with the e-services
provided by airlines in Malaysia and this level of customer
satisfaction will lead to loyalty and indirectly the both
customer and company is developing the long-term
relationship. |
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