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: | Proceeding Paper |
| 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/55493/1/55493_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 |
| _version_ | 1848784589771767808 |
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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 | 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. |
| first_indexed | 2025-11-14T16:39:39Z |
| format | Proceeding Paper |
| id | iium-55493 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English English |
| last_indexed | 2025-11-14T16:39:39Z |
| publishDate | 2016 |
| publisher | The Institute of Electrical and Electronics Engineers, Inc. |
| recordtype | eprints |
| repository_type | Digital Repository |
| 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 Proceeding Paper 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 |
| 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 |
| title | 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_short | 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 |
| topic | T Technology (General) |
| 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 |