E-CRM features in the context of airlines e-ticket purchasing: A conceptual framework

During the past ten years the impact of the internet on electronic channel selection has been dramatic and universal throughout the business world. Yet strong urgings can be made that few industries have been as insensitively affected as has the airlines industry. Nowadays, the statistic of customers choosing the websites as a new tools for make an online purchasing and search the information about flight ticket or other things is highly increase. The conceptual framework disscussed in this paper. The proposed framework is discuss about the online purchasing of airlines e-ticketing services in Malaysia which is including e-CRM pre-purchase features, e-CRM purchase features and e-CRM post-purchase features. The main focus of the proposed framework is to examine the effect of e-CRM features on customer satisfaction and customer loyalty in the context of airlines e-ticketing transaction cycle.