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E-CRM features in the context of airline e-ticket purchasing: a conceptual framework

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.

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Official URL: http://ict4m.org/


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.

Item Type: Conference or Workshop Item (Full Paper)
Additional Information: 450/31109
Uncontrolled Keywords: e-CRM, e-ticketing, customer satisfaction, customer loyalty, conceptual framework
Subjects: T Technology > T Technology (General) > T55.4 Industrial engineering.Management engineering. > T58.5 Information technology
Z Bibliography. Library Science. Information Resources > ZA Information resources > ZA4050 Electronic information resources
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Information and Communication Technology
Kulliyyah of Information and Communication Technology
Date Deposited: 05 Aug 2013 01:21
Last Modified: 19 May 2014 11:29
URI: http://irep.iium.edu.my/id/eprint/31109

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