E-CRM features in the context of airline e-ticket purchasing: a conceptual framework
During the past ten years the impact of the internet on channel selection has been dramatic and pervasive throughout the business world. Yet strong arguments can be made that few industries have been as invasively affected as has the airlines industry. Currently travelers increasingly choose the web...
| Main Authors: | , |
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| Format: | Proceeding Paper |
| Language: | English English English |
| Published: |
2013
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/31109/ http://irep.iium.edu.my/31109/2/Table_of_Content.pdf http://irep.iium.edu.my/31109/1/97.pdf http://irep.iium.edu.my/31109/7/husnayati_06518907.pdf |
| _version_ | 1848780384298336256 |
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| author | Ismail, Nor Alina Hussin, Husnayati |
| author_facet | Ismail, Nor Alina Hussin, Husnayati |
| author_sort | Ismail, Nor Alina |
| building | IIUM Repository |
| collection | Online Access |
| description | During the past ten years the impact of the internet on channel selection has been dramatic and pervasive throughout the business world. Yet strong arguments can be made that few industries have been as invasively affected as has the airlines industry. Currently travelers increasingly choose the websites to search for flight ticket or other things. This paper discusses a proposed conceptual model for the e-ticketing online transaction cycle especially in “pre-purchase, purchase and post-purchase”. The main focus of the model is to examine the effect of e-CRM features on customer satisfaction and customer loyalty in the context of e-ticketing transaction. |
| first_indexed | 2025-11-14T15:32:49Z |
| format | Proceeding Paper |
| id | iium-31109 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English English English |
| last_indexed | 2025-11-14T15:32:49Z |
| publishDate | 2013 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-311092014-05-19T03:29:26Z http://irep.iium.edu.my/31109/ E-CRM features in the context of airline e-ticket purchasing: a conceptual framework Ismail, Nor Alina Hussin, Husnayati T58.5 Information technology ZA4050 Electronic information resources During the past ten years the impact of the internet on channel selection has been dramatic and pervasive throughout the business world. Yet strong arguments can be made that few industries have been as invasively affected as has the airlines industry. Currently travelers increasingly choose the websites to search for flight ticket or other things. This paper discusses a proposed conceptual model for the e-ticketing online transaction cycle especially in “pre-purchase, purchase and post-purchase”. The main focus of the model is to examine the effect of e-CRM features on customer satisfaction and customer loyalty in the context of e-ticketing transaction. 2013 Proceeding Paper PeerReviewed application/pdf en http://irep.iium.edu.my/31109/2/Table_of_Content.pdf application/pdf en http://irep.iium.edu.my/31109/1/97.pdf application/pdf en http://irep.iium.edu.my/31109/7/husnayati_06518907.pdf Ismail, Nor Alina and Hussin, Husnayati (2013) E-CRM features in the context of airline e-ticket purchasing: a conceptual framework. In: The 4th International Conference on Information & Communication Technology for the Muslim World (ICT4M), 25-27 Mar 2013, Rabat, Moroco. http://ict4m.org/ |
| spellingShingle | T58.5 Information technology ZA4050 Electronic information resources Ismail, Nor Alina Hussin, Husnayati E-CRM features in the context of airline e-ticket purchasing: a conceptual framework |
| title | E-CRM features in the context of airline e-ticket purchasing: a conceptual framework |
| title_full | E-CRM features in the context of airline e-ticket purchasing: a conceptual framework |
| title_fullStr | E-CRM features in the context of airline e-ticket purchasing: a conceptual framework |
| title_full_unstemmed | E-CRM features in the context of airline e-ticket purchasing: a conceptual framework |
| title_short | E-CRM features in the context of airline e-ticket purchasing: a conceptual framework |
| title_sort | e-crm features in the context of airline e-ticket purchasing: a conceptual framework |
| topic | T58.5 Information technology ZA4050 Electronic information resources |
| url | http://irep.iium.edu.my/31109/ http://irep.iium.edu.my/31109/ http://irep.iium.edu.my/31109/2/Table_of_Content.pdf http://irep.iium.edu.my/31109/1/97.pdf http://irep.iium.edu.my/31109/7/husnayati_06518907.pdf |