Perception on E-CRM features for airline websites in Malaysia: some empirical evidence
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 pr...
| Main Authors: | , |
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| Format: | Proceeding Paper |
| Language: | English |
| Published: |
Institute for Strategic and Sustainable Accounting Development (ISSAD), School of Accountancy, Universiti Utara Malaysia, UUM Sintok, Kedah, Malaysia
2015
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/57404/ http://irep.iium.edu.my/57404/1/57404_Perception%20on%20E-CRM.pdf |
| _version_ | 1848784925844570112 |
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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 | 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. |
| first_indexed | 2025-11-14T16:45:00Z |
| format | Proceeding Paper |
| id | iium-57404 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T16:45:00Z |
| publishDate | 2015 |
| publisher | Institute for Strategic and Sustainable Accounting Development (ISSAD), School of Accountancy, Universiti Utara Malaysia, UUM Sintok, Kedah, Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-574042017-07-10T02:24:53Z http://irep.iium.edu.my/57404/ Perception on E-CRM features for airline websites in Malaysia: some empirical evidence Ismail, Nor Alina Hussin, Husnayati T Technology (General) 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. Institute for Strategic and Sustainable Accounting Development (ISSAD), School of Accountancy, Universiti Utara Malaysia, UUM Sintok, Kedah, Malaysia 2015 Proceeding Paper PeerReviewed application/pdf en http://irep.iium.edu.my/57404/1/57404_Perception%20on%20E-CRM.pdf 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, 20th-22md Oct. 2015, Kuching, Sarawak. http://icoec.my/download/icoec_2015/05_ICoEC2015_Nor%20Alina%20Ismail.pdf |
| spellingShingle | T Technology (General) Ismail, Nor Alina Hussin, Husnayati Perception on E-CRM features for airline websites in Malaysia: some empirical evidence |
| title | Perception on E-CRM features for airline websites in Malaysia: some empirical evidence |
| title_full | Perception on E-CRM features for airline websites in Malaysia: some empirical evidence |
| title_fullStr | Perception on E-CRM features for airline websites in Malaysia: some empirical evidence |
| title_full_unstemmed | Perception on E-CRM features for airline websites in Malaysia: some empirical evidence |
| title_short | Perception on E-CRM features for airline websites in Malaysia: some empirical evidence |
| title_sort | perception on e-crm features for airline websites in malaysia: some empirical evidence |
| topic | T Technology (General) |
| url | http://irep.iium.edu.my/57404/ http://irep.iium.edu.my/57404/ http://irep.iium.edu.my/57404/1/57404_Perception%20on%20E-CRM.pdf |