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...

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Main Authors:	Ismail, Nor Alina, Hussin, Husnayati
Format:	Conference or Workshop Item
Language:	English English
Published:	The Institute of Electrical and Electronics Engineers, Inc. 2016
Subjects:	T Technology (General)
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

id	iium-55493
recordtype	eprints
spelling	iium-554932017-03-13T03:53:08Z http://irep.iium.edu.my/55493/ The effect of E-CRM features on customers satisfaction for airline e-ticket services in Malaysia Ismail, Nor Alina Hussin, Husnayati T Technology (General) 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. The Institute of Electrical and Electronics Engineers, Inc. 2016-11 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/55493/1/55493_The%20Effect%20of%20E-CRM%20features%20on%20Customers.pdf application/pdf en http://irep.iium.edu.my/55493/2/55493_The%20Effect%20of%20E-CRM%20features%20on%20Customers_SCOPUS.pdf Ismail, Nor Alina and Hussin, Husnayati (2016) The effect of E-CRM features on customers satisfaction for airline e-ticket services in Malaysia. In: 2016 6th International Conference on Information and Communication Technology for The Muslim World (ICT4M 2016), 22nd-24th Nov. 2016, Jakarta, Indonesia. http://ieeexplore.ieee.org/document/7814927/ 10.1109/ICT4M.2016.074
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	T Technology (General)
spellingShingle	T Technology (General) Ismail, Nor Alina Hussin, Husnayati The effect of E-CRM features on customers satisfaction for airline e-ticket services in Malaysia
description	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.
format	Conference or Workshop Item
author	Ismail, Nor Alina Hussin, Husnayati
author_facet	Ismail, Nor Alina Hussin, Husnayati
author_sort	Ismail, Nor Alina
title	The effect of E-CRM features on customers satisfaction for airline e-ticket services in Malaysia
title_short	The effect of E-CRM features on customers satisfaction for airline e-ticket services in Malaysia
title_full	The effect of E-CRM features on customers satisfaction for airline e-ticket services in Malaysia
title_fullStr	The effect of E-CRM features on customers satisfaction for airline e-ticket services in Malaysia
title_full_unstemmed	The effect of E-CRM features on customers satisfaction for airline e-ticket services in Malaysia
title_sort	effect of e-crm features on customers satisfaction for airline e-ticket services in malaysia
publisher	The Institute of Electrical and Electronics Engineers, Inc.
publishDate	2016
url	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
first_indexed	2023-09-18T21:18:26Z
last_indexed	2023-09-18T21:18:26Z
_version_	1777411719381909504

The effect of E-CRM features on customers satisfaction for airline e-ticket services in Malaysia

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