A proposed framework model for the online service quality of airline ticketing / Aida Wati Hashim

A proposed framework model for the online service quality of airline ticketing / Aida Wati Hashim

This research is proposing a framework on online service quality airline transportation. There are eleven dimensions of online service quality and electronic customer relationship management (E-CRM) used in a proposed framework. The objective of this research is to identify the favorable features...

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Bibliographic Details
Main Author: Hashim, Aida Wati
Format: Student Project
Language:English
Published: Faculty of Information Technology and Quantitative Science 2005
Subjects:
Electronic computers. Computer science
Online Access:http://ir.uitm.edu.my/id/eprint/937/
http://ir.uitm.edu.my/id/eprint/937/1/PPb_AIDA%20WATI%20HASHIM%20CS%2005_5%20P01.pdf
id uitm-937
recordtype eprints
spelling uitm-9372018-10-31T02:27:37Z http://ir.uitm.edu.my/id/eprint/937/ A proposed framework model for the online service quality of airline ticketing / Aida Wati Hashim Hashim, Aida Wati Electronic computers. Computer science This research is proposing a framework on online service quality airline transportation. There are eleven dimensions of online service quality and electronic customer relationship management (E-CRM) used in a proposed framework. The objective of this research is to identify the favorable features of online service quality website by airline companies. Then, the second purpose is to propose a framework of service quality by airlines e-commerce website. The research began by designing a web evaluation form derived from literature reading and colleagues' discussion. 50 airline websites worldwide observe and evaluate at the end of October and finish by mid of November 2005. The airline website divided into categories; individual website and alliance website. The airline companies selected were those service ranked by Skytrax Airline Star Ranking Programme. The data that had been collected were analyzed using SPSS 11.0 and Microsoft Office Excel 2003. There are 28 favorable E-CRM features in airline website; account information, on-sale area, order, store locator, affinity program, account conditions, links, online purchasing, preview product, member benefits, posted privacy policy, membership, product information, company history/profile, postal address, e-mail, facsimile, site map, FAQs, product highlights, customization possibility, ability to track order status, mailing list, toll-free numbers, complaining ability, speed of download pages, and site customization. It is concludes that more than half out of 50 airline websites have 28 favorable E-CRM features. Faculty of Information Technology and Quantitative Science 2005 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/937/1/PPb_AIDA%20WATI%20HASHIM%20CS%2005_5%20P01.pdf Hashim, Aida Wati (2005) A proposed framework model for the online service quality of airline ticketing / Aida Wati Hashim. [Student Project] (Unpublished)
repository_type Digital Repository
institution_category Local University
institution Universiti Teknologi MARA
building UiTM Institutional Repository
collection Online Access
language English
topic Electronic computers. Computer science
spellingShingle Electronic computers. Computer science
Hashim, Aida Wati
A proposed framework model for the online service quality of airline ticketing / Aida Wati Hashim
description This research is proposing a framework on online service quality airline transportation. There are eleven dimensions of online service quality and electronic customer relationship management (E-CRM) used in a proposed framework. The objective of this research is to identify the favorable features of online service quality website by airline companies. Then, the second purpose is to propose a framework of service quality by airlines e-commerce website. The research began by designing a web evaluation form derived from literature reading and colleagues' discussion. 50 airline websites worldwide observe and evaluate at the end of October and finish by mid of November 2005. The airline website divided into categories; individual website and alliance website. The airline companies selected were those service ranked by Skytrax Airline Star Ranking Programme. The data that had been collected were analyzed using SPSS 11.0 and Microsoft Office Excel 2003. There are 28 favorable E-CRM features in airline website; account information, on-sale area, order, store locator, affinity program, account conditions, links, online purchasing, preview product, member benefits, posted privacy policy, membership, product information, company history/profile, postal address, e-mail, facsimile, site map, FAQs, product highlights, customization possibility, ability to track order status, mailing list, toll-free numbers, complaining ability, speed of download pages, and site customization. It is concludes that more than half out of 50 airline websites have 28 favorable E-CRM features.
format Student Project
author Hashim, Aida Wati
author_facet Hashim, Aida Wati
author_sort Hashim, Aida Wati
title A proposed framework model for the online service quality of airline ticketing / Aida Wati Hashim
title_short A proposed framework model for the online service quality of airline ticketing / Aida Wati Hashim
title_full A proposed framework model for the online service quality of airline ticketing / Aida Wati Hashim
title_fullStr A proposed framework model for the online service quality of airline ticketing / Aida Wati Hashim
title_full_unstemmed A proposed framework model for the online service quality of airline ticketing / Aida Wati Hashim
title_sort proposed framework model for the online service quality of airline ticketing / aida wati hashim
publisher Faculty of Information Technology and Quantitative Science
publishDate 2005
url http://ir.uitm.edu.my/id/eprint/937/
http://ir.uitm.edu.my/id/eprint/937/1/PPb_AIDA%20WATI%20HASHIM%20CS%2005_5%20P01.pdf
first_indexed 2023-09-18T22:45:13Z
last_indexed 2023-09-18T22:45:13Z
_version_ 1777417179502739456

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