Ismail, Nor Alina and Hussin, Husnayati (2015) Perception on E-CRM features for airline websites in Malaysia: Some empirical evidence. In: International Conference on E-Commerce (ICoEC) 2015, 20-22 Oktober 2015, Kuching, Sarawak, MALAYSIA.

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Abstract

Currently, customers increasingly choose the websites to search and purchase flight tickets. This paper attempts to investigate the website quality in terms of e-CRM features that support online transactions for the purchase of flight tickets in Malaysia. The focus is on the features that support pre-purchase, purchase and post-purchase activities of online transaction. Using a survey questionnaire method, a total of 508 responses were collected among those who have experience using Malaysia airlines websites to purchase e-flight tickets.Based on descriptive analysis, the findings revealed that the respondents were generally satisfied with the airline e ticketing services offered by the top five Malaysia airlines. Related to e-CRM features, it was found that most online buyers generally found the e-CRM features supporting the pre-purchase, purchase and post-purchase as useful.Specifically, they perceived the websites features supporting their purchase activity are most satisfactory, compared to those supporting pre-purchase and post-purchase. This study is among a few that provides empirical evidence on this issue which Malaysia-based airline companies may use to provide better online customer services in the future.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN: 978-967-0910-10-9 Organized by: School of Accountancy, Universiti Utara Malaysia
Uncontrolled Keywords:	e-CRM, Airlines Industry, e-Ticketing, Service Quality, e-Trust, E-Satisfaction, E-Loyalty
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Tunku Puteri Intan Safinaz School of Accountancy (TISSA)
Depositing User:	Mrs. Norazmilah Yaakub
Date Deposited:	13 Mar 2016 01:51
Last Modified:	14 Apr 2016 04:21
URI:	https://repo.uum.edu.my/id/eprint/17519

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